How do I return an item from my order?
We have improved our return process for your convenience with our new Returns portal.
1. Visit our return portal https://returns.thevampireswife.com/
2. Enter your Order Number and the Email address that was used to place your order to start the return process.
3. Select the products you wish to return and then complete the simple online steps to choose either a refund or exchange.
4. Pack the items securely using the original packaging provided.
5. Print your return label if required, ensuring the previous delivery label is removed or covered with the new returns label.
6. If using parcel drop-off, take your package to the correct location and retain your proof of postage. You may drop-off your return at a parcel drop location or book a courier for home collection.
You will be notified by email once your return has been received and processed.
If you have requested an exchange, the new item will be dispatched. Please allow 5 business days.If you have questions or need assistance - please contact firstname.lastname@example.org
Which shipping options are available and what are the shipping fees?
Your order will be delivered by DPD in the UK, DHL/UPS worldwide.
3-5 working says from dispatch date subject to customs clearance
Face Mask ONLY orders to the UK and US: 5 GBP, ROW: 10 GBP
We are pleased to offer FREE shipping on all other orders to the UK and USA.
We cover the taxes and duties for orders to the US, EU and Australia so you will not be charged anything further once your order is delivered.
ROW orders may also incur import duties, customs and local sales taxes. Please contact your local customs for an estimate of these charges.
For an express courier quote, please contact email@example.com
How long does it take for a refund to be issued?
Once your return has been accepted by our warehouse in line with our Returns Policy, your refund will be issued promptly via your original payment method.
Please allow up to 5 business days. We will notify you via email to confirm that your refund has been processed.
Please note that refunds may take up to 10 working days to show on your account, this is dependent on your bank or payment providers processing times.
Payments will be refunded to the original payment method excluding the cost of shipping.
ORDERS & PAYMENT
The Vampire's Wife accepts the following forms of payment for online purchases:
VISA CREDIT, VISA DEBIT, MASTERCARD, AMEX, PAYPAL & KLARNA.
When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance.
Is a signature required upon delivery of my order?
Carriers have temporarily suspended signature requirements for most deliveries to extend its safety precautions at the point of delivery due to the Coronavirus (Covid-19). Therefore, we are temporarily not requiring you to physically sign for your delivery.
Can I modify my shipping address?
Please email firstname.lastname@example.org so that they can make this amendment.
How can customers return and exchange an item?
You will be provided with instructions upon receipt of your parcel, however do reach out to customer service if you need further assistance.
Is The Vampire's Wife fine jewellery hallmarked?
All items of fine jewellery are made of precious metals and bear the relevant hallmark, in compliance with the UK hallmarking legislation.
Please refer to the official Dealer's Notice here.
How can I track my order status?
Details of your tracking number can be found in your shipping confirmation email which provides a link to your order status.