FAQs

Need help? We're here to give you a hand in the right direction. Please speak to our customer service team if you still have any unanswered questions.

 
I’m looking for a specific item, please can you help?

We are more than happy to help you find the specific item you are after, please email our customer service team explaining what you are looking for.

How long will the items that I added into my basket remain active?

If you are logged into your account, the items will remain in your basket until you next checkout. If you are not logged into your account or do not have an account with us, the items will remain in your basket for 30 days. Please note, if you are using a different browser or have cleared your cookies, the items will be removed from your basket.

I don’t know what size ring to order, can you help?

Please see our size guide to find the your size, or alternatively our customer service team would be more than happy to help you.

Can I checkout as a guest?

You are able to checkout as a guest, however by registering an account with us you will experience a fast and easy checkout, as well as being able to easily access your order history and status. To create an account with us, please follow this link.

I haven't received an order confirmation email, what should I do?

Please check your junk mail. Depending on your email anti-spam settings, the confirmation email may have been directed into your spam. If you have not received the order confirmation email within 24 hours, please contact our customer service team.  

What should I do if I have ordered to the wrong delivery address, inputted the wrong size or engraving details?

If you have placed an order but have entered in the incorrect details then please contact us ASAP at info@vbylauravann.com and we will do our best to catch it in time to make your desired amendments, alternatively you can give us a call on 0121 329 3113, Monday to Friday 8:30am-17:00pm. 

PAYMENT

Can I pay with PayPal?

Yes you can, make a safe and simple payment with our quick PayPal checkout. Once at the checkout page, please follow the PayPal link to complete your purchase.

What payment types do you accept?

We accept PayPal, Apple pay plus all major credit and debit cards. We also offer the option to Buy now, Pay Later with Klarna which gives you two options of either paying later in 30 days or slicing over 3 payments. More information will be given to you once you have selected this option. 

When will the payment be taken from my account?

As soon as the order is completed, we will contact your bank to authorise the payment.

Can I place an order over the phone or via email?

We are able to take payments over the phone, please call +44 (0)121 329 3113 to place your order. However, we are unable to take payments via email due to security checks.

I'm having issues completing the payment, what shall I do?

We're sorry to hear you are having issues. We recommend you contact your bank as in most cases the issue can be quickly rectified. Alternatively, you can try and make a payment using a different payment method. Please contact our customer service team if you are having issues.

I have a discount code that isn't applying?

Please check that the discount code is within the valid date range. Most discount codes are not applicable to our ring packs and diamond collections unless specifically stated so. Additionally, discount codes may not be used in conjunction with any other promo. If you are still encountering problems please contact our customer service team and someone will be happy to help. 

DELIVERY

What are the costs of shipping?

We offer free Royal Mail Tracked 48® shipping on all UK orders over £100 (does not include next day delivery). For all other delivery charges please see the table below. Please note that V by Laura Vann is not responsible international taxes and duty and any charges must be paid for by the customer. 

When do you send orders out?

We dispatch orders on weekdays (excluding bank holidays) and the cut of time for orders is 4pm.

How long does the delivery take?

Due to ever changing government restrictions we advise that you check Royal Mail's latest service updates here before choosing your postage option. 

As all of our engagement rings are made to order, please allow 3-4 weeks for delivery. 

Can I track my order?

You will receive a tracking number within the shipment confirmation email. 

Can I change my delivery address?

You can change your delivery address if your order has not left our warehouse. Please send an email to our customer service team stating your order number, name and your new shipment address.                                                                 

I am an EU customer – what charges will apply to my order(s)?

Following the UK’s exit from the European Union, we will no longer be charging VAT (UK tax at 20%) on orders placed by customers in the EU and hope this will go towards offsetting any import duty and tax payments that may be applied by customs or other authorities in the country of receipt.

If you are unsure of whether these duties, taxes and charges apply to your order, please contact your local tax or customs authorities. Unfortunately, we are unable to offer guidance on what the domestic charge will be at this time, as it varies across the EU.

Please note that this page continues to be updated as we receive the latest information regarding Brexit trading agreements. Thank you for your patience while we continue to implement any necessary changes to make your shopping experience as convenient as possible.

RETURNS

How do I make a return?

We hope that you are happy with the items you receive. However, should your purchase not be quite what you’re after we are happy for you to return it within 14 days of the order being delivered, for a full refund or exchange. Please note that for hygiene reasons earrings cannot be returned. All engraved items are also non-refundable. 

Items must be returned in a box via recorded delivery in the condition they were sent to you and anything we consider to be mistreated or damaged through wear and tear cannot be replaced or credited. A returns form will be included with your order and items must be sent back with any unwanted items.

Please return goods to:

V By Laura Vann, 5b The Courtyard, Reddicap Trading Estate, Sutton Coldfield, West Midlands, B75 7BU

When will I receive the refund?

Once we have received the return which is in its original condition, we will process the refund. The money will enter your account within 5 working days of the refund being processed.