Q&A
How to choose the right size?
Please see our Size Guide to find the size that suits you.
How can I avoid damaging my jewelry?
Due to the constant contact of jewelry with your skin, its exposure to different weather conditions, pollution or involuntary shocks, you must exercise particular care and attention.
Below are our recommendations to avoid damaging your jewelry:
- If possible, remove your jewelry before engaging in any activity that could damage it, such as sports, cooking, or gardening.
- Avoid contact with cosmetic or household products, as they contain ingredients that could discolor your jewelry.
- Avoid sudden changes in temperature.
- Store your jewelry in an individual case, in its original Viltier box or in the separate compartment of a jewelry box. Chains should be closed, wrapped and laid flat to avoid knots.
How do I care for my jewelry?
By following the simple tips below, you can preserve the original condition of your jewelry for a long time:
- Check the clasps regularly.
- If your jewelry is not made of lapis lazuli, coral, pearls, turquoise, emeralds or many pavé stones, you can regularly immerse it for a few minutes in warm, soapy water (using only a pH neutral soap).
Brush them gently with a very soft toothbrush, then rinse them thoroughly with lukewarm water. Finally, dry them and make them shine with a soft cloth, chamois or clean microfiber cloth. - If your jewelry is made of these types of stones, the cleaning task should be entrusted to one of our specialists.
What services does Viltier offer to maintain my jewelry?
Viltier offers the following services to help you maintain your jewelry perfectly.
- Interview
- Cleaning
- Size adjustment
- Repair
All services offered by Viltier are free for the first year of your jewelry purchase. For more information, please contact us.
How do I care for my gemstones?
- Always protect them from potential shocks. Even diamonds, the hardest of gemstones, can break or become chipped if subjected to repeated shocks.
- Check the prongs and settings of your stones regularly.
- Have your jewelry cleaned if the stones lose their shine or appear dull.
Where are the workshops?
All Viltier creations are made in our workshops in France.
What is the history of the house?
Discover the history of the Viltier house HERE .
What warranty applies to Viltier jewelry?
Your Viltier jewelry is guaranteed for 1 year.
What repairs does Viltier offer?
Please visit the Maintenance and Repair section to discover all the services offered by Viltier to maintain, adjust and repair your Viltier creations.
How much does a repair service cost?
The price of a repair service depends on the product and the intervention to be performed. Please contact us for more information.
How to report a counterfeit?
If you believe you are dealing with a counterfeit, we invite you to contact us and provide us with all the information you have.
How do I unsubscribe from Viltier communications?
You can unsubscribe from our newsletter by clicking on the link in the last Viltier newsletter you received.
If you no longer wish to receive communications from Viltier, you can contact us and we will ensure that your contact preferences are modified.
How do I modify or delete my account?
You can modify or delete your account online or call our ambassadors who will do it for you.
Where can I find the Viltier privacy policy?
Viltier is committed to protecting the privacy of its customers. We ensure a secure shopping environment and store our customers' personal data in accordance with applicable legislation. For more information, please consult Viltier's privacy policy .
What is the cookie policy?
We use cookies to track the contents of your shopping cart and make it easier for you to access it the next time you log in.
Please note that if you do not accept cookies, your experience on the site may be limited and some features may not be available.
For example, you may be asked to enter information each time you visit the Site.
To learn more, please see Viltier's cookie policy .
What payment methods can I use?
Online: You can use the following credit cards (American Express, Visa, Mastercard).
You can also choose to pay by bank transfer, Apple pay or via PayPal.
In our showroom you can use the same payment options as for online orders except PayPal. You can also pay in cash (up to 1000€).
We also offer distance selling (VAD) where you can pay with the following credit cards: American Express, Visa, Mastercard.
How can I know the status of my order?
Upon receipt of your order, you will receive your invoice and a link to track your order.
You can contact our customer service to find out the status of your order or go to your online account.
After confirming your order, the carrier (DHL or UPS) will inform you of an estimated delivery date.
How to cancel your order?
To modify or cancel your order, please contact us .
We cannot guarantee that your order can be modified once it has been validated, but we will do everything possible to accommodate your request.
To learn more about our return conditions, you can also consult the Terms and Conditions from Viltier.
Can I order by phone?
Of course. Feel free to contact us and our ambassadors will be happy to help you place an order.
What creations are available for purchase?
All creations that have an "Add to Cart" button on their product page are available for purchase online. A creation may be available for purchase even if its price is not displayed. If you are interested in a creation but the "Add to Cart" button does not appear on the product page, please contact us .
What to do when the price of a product is not displayed?
A product may be available for purchase even if its price is not displayed. Please contact us if you would like to know more about the price of a specific creation.
Can I customize an item?
Personalization is available on some creations.
Each product page mentions whether customization is available.
If you would like to have your Viltier creation engraved, please enter the text to be engraved when selecting the creation on the site.
You can also request this service when ordering by phone.
Please note that a personalized creation cannot be returned or exchanged.
Visit the Personalization & Message page to learn more about how we can personalize your Viltier creation.
Are Viltier creations accompanied by a certificate of authenticity?
When you purchase a creation on Viltier.com, it is accompanied by a certificate of authenticity.
For any exchange or return, it is mandatory to include this certificate in the return package.
What are the delivery times and costs?
Delivery times and costs depend on your delivery address. If you place your order before noon, you will receive express delivery in 1 to 2 business days. Please note that this is an estimate and not a guarantee.
Please note that customization services will require an additional 5-7 days and limited stock for a creation will require an additional 6-8 weeks. These delivery times apply to both home delivery and Click & Collect.
Which countries does Viltier deliver to?
Viltier offers free and secure delivery anywhere in the world.
How will my order be packaged?
All orders placed on the Viltier website are beautifully wrapped in Viltier's signature gift packaging and delivered in a Viltier box. A Viltier bag also accompanies each order.
What are the accepted delivery addresses?
You can use personal or business delivery addresses in France, which allow the carrier to hand deliver the packages to you. Military addresses, certain regulated areas, collection points and PO boxes are therefore not accepted.
Can I have my order delivered to different addresses if it contains multiple products?
We are unable to ship a single order to multiple addresses. If you are ordering multiple items, we suggest placing separate orders.
How do I return or exchange an item?
You can contact us within 30 days of delivery.
You can request a return or exchange from our e-Shop if you made a purchase online.
We will send you a return authorization number by email, and a Viltier ambassador will arrange a collection of the package with the carrier to return it to us free of charge.
Please note that after receiving the return authorization number, you have 14 days to return or exchange your jewelry in perfect condition and with all protective elements, labels and stickers.
In the event of an exchange, returned items will undergo a mandatory quality check before we can send you the replacement items.
For more information, please see our T&Cs .
What are the exchange and return conditions?
The return or exchange procedure must be initiated within 30 days of receiving your creation.
- Only creations purchased online or by telephone with Viltier customer relations can be returned or exchanged on the e-Boutique.
- You cannot return or exchange creations that have been engraved, altered or personalized in any way.
- Viltier will not accept any returns if the creation shows signs of wear, if it has been used or if it is not in its original condition.
For more information, please see our T&Cs .
How long does the refund take?
Please allow up to 10 business days for the refund to be reflected in your bank account/credit card/PayPal account.
Please note that all items returned via our e-Store will undergo a mandatory quality check before your refund can be approved.
The refund will then be made within 10 days, depending on your original payment method.
For more information, please see our T&Cs .
Can I exchange or return a gift?
You can choose to exchange or return an item that was purchased through our e-Shop and was given to you as a gift. Please note that the refund amount will be automatically paid to the original purchaser in case of return and in case of exchange, if the value of the new item is less than that of the returned item.
Where can I find the address and opening hours of the Viltier showroom and dealers?
You can find the address, opening hours, contact information using our Find a Store tool.
Do I need to make an appointment before coming to the showroom?
To come to the showroom please make an appointment online or contact our Viltier customer service.
Click here to make an appointment in one of our stores.