Vikki Lunez / Refund and Returns Policy
Our Commitment to Precision
Every Vikki Lunez creation is a testament to rigorous artisanal engineering. Our policy is designed to reflect the technical integrity of our work, and to be fair and clear to you.
Made to Order & Personalised Pieces (Final Sale)
Our jewellery is handmade to order in our Singapore studio, and please allow 10 working days for your piece to be made, subject to materials availability. Because each piece is made specifically for you, all made-to-order and personalised pieces are final sale. This includes bespoke commissions, personalised journals, curated vessels, and any jewellery made to your chosen colour, initial or specification. Once production has begun, these pieces cannot be cancelled, exchanged or returned.
This does not affect your rights where a piece arrives faulty, damaged or materially different from what was ordered. Please see Faulty or Damaged Pieces below.
Changes and cancellations: If you need to change the colour, initial or details of your order, please contact us within 24 hours of placing it. We will accommodate changes wherever production has not yet begun.
Colour, Finish & Natural Variation
We photograph every piece as faithfully as we can. Faceted crystal, hand-poured glazes, leather and other natural materials reflect light differently, so colours shift with the lighting around them. Screens and devices also render colour differently, and we cannot guarantee that your display shows any colour accurately.
A slight difference in shade, tone or marking between the photograph and the piece you receive is a natural characteristic of handmade work and is not considered a defect. Stated measurements are nominal and may vary slightly. If you would like more detail on a colour or finish before ordering, please ask us and we will gladly describe it or send an additional photograph.
Curated Gallery Returns
For non-customised items from our gallery, our return window is 14 days from the date of delivery. To be eligible, your item must maintain its structural integrity, be unused, and remain in its original architectural packaging, including any gift box.
Faulty or Damaged Pieces
Please inspect your parcel on arrival. If a piece arrives damaged, faulty, or materially different from what you ordered, contact us at lunezvikki@gmail.com within 48 hours of delivery with photographs of both the piece and its packaging. We will repair, replace or refund the piece, whichever you prefer. This applies to all pieces, including personalised and made-to-order work, and return postage is at our cost in these cases.
Technical Review & Refunds
Once your return is received at our atelier, it will undergo a technical inspection. We will notify you of the approval or rejection of your refund based on the condition of the materials (e.g., the buffalo skin and 300gsm paper). Approved refunds are issued to your original payment method within 7 to 14 working days. Original shipping costs are non-refundable except where a piece is faulty.
Shipping & Insurance
To initiate a return, contact us at lunezvikki@gmail.com. You are responsible for return shipping costs, except where a piece is faulty or damaged. For works of this value, we require the use of a trackable shipping service with full insurance. We cannot guarantee receipt of uninsured returns.
This policy should be read together with our Terms and Conditions. Nothing in this policy limits your statutory rights under Singapore law. Last updated: 13 September 2026.