We carefully craft and ship every piece with attention to detail. This page explains our shipping practices, return policy, and how to care for your order.
Where We Ship
We currently ship to all countries within the European Union at this time. International shipping outside the EU is under development and will be available soon. Shipping costs and delivery times vary by location and will be calculated at checkout.
If your address is outside our current shipping regions, please contact us at hello@voeo.xyz to discuss options.
Processing & Production Time
In-stock items: Ship within 3–5 business days of order confirmation.
Made-to-order pieces: Typically require 4–8 weeks for careful handcrafting. You will receive a production timeline with your order confirmation.
Custom commissions: Timeline varies. We will provide a detailed estimate before accepting your order.
Processing time does not include transit time. Orders are processed Monday through Friday, excluding holidays.
Shipping Methods
Standard Shipping: 5–10 business days within the EU. Insured and tracked.
Express Shipping: 2–3 business days within the EU. Higher cost, fully insured.
All shipments include full insurance and tracking. You will receive a tracking number via email once your order ships.
Tracking & Delivery
You will receive a shipping confirmation email with a tracking number.
Click the tracking link to monitor your package's progress in real time.
Delivery dates are estimates. We are not responsible for delays caused by carriers or customs.
Signature may be required upon delivery depending on the shipping method and destination.
Customs & Import Duties
For deliveries outside the EU, the recipient is responsible for any customs duties, import taxes, or fees imposed by their country. We have no control over these charges—they are determined by your country's customs authority. Your carrier will contact you directly if additional payment is required.
Damaged or Lost Packages
Upon receipt: Inspect your package immediately. If damaged, photograph the damage and contact us within 48 hours at hello@voeo.xyz.
Lost packages: Contact us immediately if your package does not arrive by the expected delivery date. We will investigate with the carrier.
Resolution: We will work with the carrier to locate lost packages or arrange a replacement for damaged items at no cost to you.
Return Policy
We want you to be completely satisfied with your purchase. You have 14 days from receipt of your order to initiate a return under the EU Distance Selling Directive (right of withdrawal).
Eligibility
Items are eligible for return if they meet all of the following conditions:
Unworn and unused: The item must show no signs of wear, scratches, or use.
In original condition: Stones must be secure, clasps functional, and materials intact.
Original packaging: Item must be in its original box, pouch, and protective materials.
Documentation: Include your order confirmation and any certificates or cards that came with your piece.
Items showing any evidence of wear—including micro-scratches on metal, changes to stone positioning, or contact with skin—are considered used and are not returnable.
Made-to-order and custom pieces are non-returnable once production begins (typically within 3 business days of order). Made-to-order orders placed in error may be cancelled within 48 hours for a full refund. After that window, no cancellations are accepted.
How to Initiate a Return
Contact us at hello@voeo.xyz within 14 days of receipt with your order number and reason for return.
We will provide you with a return shipping label and instructions.
Pack your item securely in its original packaging and ship it back with the provided label.
Once we receive and inspect your return, we will process your refund.
Refunds
Refunds are processed to your original payment method within 14 days of us receiving and verifying your return.
Full refund includes the product price. Original shipping costs are non-refundable. Return shipping is your responsibility unless the return is due to our error.
Refunds appear in your account within 5–10 business days of processing, depending on your bank.
If you paid by credit card, the refund will appear as a credit on your statement.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different variant or product, please initiate a return for a refund and place a new order. If an exchange is necessary due to our error, contact us at hello@voeo.xyz and we will arrange a solution.
Defective or Damaged Items
If you receive a piece that is defective or damaged due to our error (e.g., broken stone, malfunctioning clasp, manufacturing defect), contact us immediately at hello@voeo.xyz with photographs. We will:
Arrange a full refund or replacement at no cost to you.
Provide a return shipping label.
Process the refund or replacement promptly upon receipt.
Defects caused by misuse, improper care, accidents, or normal wear are not covered by this guarantee.
Care & Maintenance
To ensure your piece retains its beauty for years, follow these care guidelines:
Storage: Keep your piece in the original pouch or box when not worn. Store in a cool, dry place away from direct sunlight.
Cleaning: Gently wipe with a soft, dry cloth. For stubborn residue, use a soft, damp cloth. Do not use harsh chemicals or abrasive materials.
Wear: Remove before swimming, showering, or engaging in physical activities. Prolonged exposure to water, chemicals, and perspiration can affect the finish.
Professional care: For deep cleaning or repairs, contact a professional jeweler. VOEO pieces can be serviced by any qualified jeweler.
Questions?
For shipping inquiries, return requests, or questions about care, contact us at hello@voeo.xyz. Our team responds within 24 business hours.