Order Related
How can I track my order?
Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking information.
UK Orders:
UK deliveries are sent via Royal Mail Tracked 24. You can track your order by entering your tracking number on the Royal Mail Track & Trace page:
👉 https://www.royalmail.com/track-your-item
International Orders:
International orders are shipped using Royal Mail International services. Your tracking number can also be used on the Royal Mail website and may continue to update once the parcel reaches the destination country’s local postal service. Please note that international tracking updates may be less frequent depending on the destination.
If you experience any difficulty tracking your order or need further assistance, please contact us at hello@thevanchi.com and our customer care team will be happy to help.
Can I change my order details?
We understand that plans can change — however, once an order has been placed and confirmed, we’re generally unable to modify the order details. This includes changes to product selections, sizes or other order specifics.
If you need to make a change or have entered incorrect information (such as an address), please contact us as soon as possible at hello@thevanchi.com. If your order has not yet been dispatched, we’ll do our best to assist you.
If the order has already been processed or shipped, it may not be possible to amend it — in this case you can consider cancelling the order (if not shipped) or following our returns process once you receive your items.
Can I cancel my order?
If you need to cancel your order, please contact us as soon as possible at hello@thevanchi.com.
We can only cancel orders that have not yet been processed or dispatched. Once an order has been dispatched, it can no longer be cancelled. In this case, you may return your item in accordance with our returns policy once it has been delivered.
We recommend checking your order details carefully before placing your order, as our fulfilment process begins quickly to ensure timely delivery.
If you’re unsure about the status of your order, our customer care team will be happy to assist.
When will my order be shipped?
We offer same-day dispatch on orders placed before 2:00pm (GMT), Monday to Friday. Orders placed after 2:00pm, or over the weekend/bank holidays, will be dispatched on the next working day.
Once your order has been dispatched, you’ll receive a dispatch confirmation email with your tracking details. If you have any questions about your order, please email us at hello@thevanchi.com
Why did I not receive my full order?
In some cases, orders may be shipped in separate parcels. This can happen if items are being dispatched from different locations or if part of your order was processed separately to ensure faster delivery.
If your order included a pre-order item, this may also be shipped separately once it becomes available.
You will receive separate dispatch confirmation emails with tracking details for each parcel sent.
If you believe an item is missing or you’re unsure about the status of the remaining items in your order, please contact us at hello@thevanchi.com and our customer care team will be happy to assist.
Payment & Pricing
What payment methods do you accept?
We accept Visa, Mastercard, American Express, UnionPay, PayPal, Klarna, Apple Pay, Google Pay and Shop Pay.
All payments are processed securely, and your payment details are fully encrypted for your peace of mind. If you experience any issues when making a payment, please contact us at hello@thevanchi.com and our customer care team will be happy to help.
Why did my credit card payment fail?
Credit card payments can fail for a number of reasons, including insufficient funds, incorrect card details, or your bank declining the transaction for security reasons.
Please double-check that your card information and billing address are entered correctly and that your card is authorised for online payments. If the issue persists, we recommend contacting your card issuer or trying an alternative payment method.
If you continue to experience difficulties, please contact us at hello@thevanchi.com and our customer care team will be happy to assist.
Does the price include taxes?
For UK orders, all prices shown on our website are inclusive of VAT.
For international orders, prices are shown exclusive of local taxes and duties. Any applicable import taxes, customs duties or handling fees are the responsibility of the customer and are determined by the destination country.
If you have any questions about pricing or taxes, please contact us at hello@thevanchi.com and our customer care team will be happy to help.
Are there any discount codes available?
From time to time we offer special promotions and discount codes. To stay updated on the latest offers, sign up for our newsletter and follow us on social media.
If you have a valid discount code, you can enter it at checkout to apply the offer.
If you have any issues applying a code or believe a code should be valid, please contact us at hello@thevanchi.com and our customer care team will be happy to help.
What payment options can I use?
We offer flexible payment options to make shopping with us easier. You can choose to pay in full at checkout or use Klarna to spread the cost of your purchase over time, subject to approval.
All payment options are processed securely. If you have any questions or experience any issues when selecting a payment option, please contact us at hello@thevanchi.com and our customer care team will be happy to help.
Shipping & Delivery
How much is the shipping fee?
UK Shipping:
We offer free UK next working day delivery on all UK orders.
International Shipping:
We offer free international shipping on orders over £75. For international orders under £75, shipping costs will be calculated and displayed at checkout based on your location.
If you have any questions about shipping, please contact us at hello@thevanchi.com and our customer care team will be happy to help.
Do you offer international shipping?
Yes — we offer international shipping to many countries worldwide.
Free international shipping is available on orders over £75. For orders under £75, shipping costs will be calculated and shown at checkout based on your delivery location.
Please note that import taxes, customs duties or handling fees may be charged by your country and are the responsibility of the customer.
If you have any questions about international delivery, please contact us at hello@thevanchi.com and our customer care team will be happy to help.
How long does delivery take?
UK Delivery:
We offer free next working day delivery on all UK orders placed before 2:00pm (Monday–Friday) using Royal Mail Tracked 24. Orders placed after 2:00pm, or on weekends and bank holidays, will be dispatched the next working day.
International Delivery:
International delivery times vary depending on the destination and local postal services. Estimated delivery times will be shown at checkout, and tracking will be provided once your order has been dispatched.
If you have any questions about delivery times, please contact us at hello@thevanchi.com and our customer care team will be happy to help.
What should I do if my package is lost?
If your order has not arrived within the expected delivery timeframe, please first check your tracking information for the latest updates.
If your tracking shows no movement for an extended period or your package appears to be lost, please contact us at hello@thevanchi.com with your order number. Our customer care team will investigate the issue with the courier and assist you as quickly as possible.
We’re here to help and will work with you to resolve the matter promptly.
Returns & Exchanges
How can I request a return?
We offer free returns on all eligible items. Please note that earrings are non-returnable for hygiene reasons, unless they are faulty.
If you wish to request a return, please contact us at hello@thevanchi.com with your order number and the item(s) you would like to return. Our customer care team will provide you with return instructions.
If you have any questions about returns or eligibility, we’re always happy to help.
What is your return policy?
You can view our full return policy, including details on returns, exchanges and refunds, on our Returns & Refund Policy page here:
👉 https://www.thevanchi.com/policies/refund-policy
This page explains eligibility, timeframes, how to start a return and other important details. If you have any questions after reading the policy, please contact us at hello@thevanchi.com and our customer care team will be happy to help.
How can I exchange an item?
If you’d like to exchange an item, please first contact us at hello@thevanchi.com with your order number and the details of the item you wish to exchange (e.g., size, colour).
Once your exchange request is approved, we will provide you with instructions on how to return your original item and receive the replacement.
Please note that exchanges are subject to product availability, and items must be returned in their original condition.
If you have any questions about exchanges, our customer care team will be happy to help.
Do I need to pay for return shipping?
No — return shipping is free for all eligible items.
Simply contact us at hello@thevanchi.com with your order number and the item(s) you’d like to return, and we’ll provide the return instructions.
Please note that earrings cannot be returned unless they are faulty. If you have any questions about returns, our customer care team will be happy to help.
What should I do if I receive a defective item?
If you receive a faulty or defective item, please contact us as soon as possible at hello@thevanchi.com with your order number and clear photos of the issue.
Our customer care team will review the issue and arrange a replacement or refund where appropriate. We’ll ensure the matter is resolved quickly and smoothly.
If you have any questions, we’re always happy to help.
After-Sales Service
What should I do if my product has a quality issue?
If you experience a quality issue with your product, please contact us at hello@thevanchi.com with your order number and clear photos of the issue.
Our customer care team will assess the issue and arrange an appropriate solution, such as a replacement or refund, where applicable. We’re committed to ensuring you’re happy with your purchase and will resolve the matter as quickly as possible.
If you have any questions, please don’t hesitate to get in touch.
Can I request a repair?
Yes — we offer repairs and replating services.
If you would like to request a repair, please contact us at hello@thevanchi.com with your order number and details of the item. Our customer care team will review your request and provide further information on the next steps.
If you have any questions, we’re always happy to help.
Do you offer a warranty service?
Yes — we offer a 1-year warranty on all products.
For solid gold items, we provide an extended 2-year warranty.
Our warranty covers manufacturing faults under normal wear and use. If you believe your item is covered under warranty, please contact us at hello@thevanchi.com with your order number and details of the issue, and our customer care team will be happy to assist.