Contact Information

Email: Contact@vilorne.com

Phone: +1 (661) 541-3952

Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (MST)

We respond to all inquiries as quickly as possible, usually within 24 business hours.

Business Address

VILORNE
2325 Dearborn Ave
Missoula, MT 59801
United States

Get in Touch

Please include your full name, order number, and the email address used at checkout when contacting us about an order.

Our support team will be happy to assist you.

How can we assist you?

Whether you're curious about our exclusive collections, need help with a return, or have questions about shipping times, we're here to help. Our team is dedicated to providing you with the information and support you need. For quick answers, consider reviewing our FAQs page.

Frequently Asked Questions

Here are some common areas where our customers seek assistance:

• Order tracking and status updates
• Return and exchange policies
• Product care and warranty information

Should you need detailed assistance, don't hesitate to reach out using the contact methods above. We look forward to helping you.

What should I include when contacting customer support?

When reaching out about an order issue, providing specific details helps us resolve your concern faster. Include your order number, which you'll find in your confirmation email. Mention the email address you used during checkout, especially if you've placed multiple orders. If you're asking about a specific item, include the product name or SKU. For shipping questions, let us know your delivery address and expected arrival date. The more details you share, the quicker we can locate your order and provide accurate information.

Order Issues

If your package hasn't arrived by the estimated delivery date, check your tracking number first. Carriers sometimes experience delays during peak seasons or weather events. Items marked as delivered but not received may have been left in a secure location or with a neighbor. Contact us right away if you can't locate a delivered package, and we'll work with the carrier to investigate.

Product Questions

Our jewelry pieces come with detailed product descriptions, but we understand you may have specific questions about materials, sizing, or styling. Ask us about metal composition, gemstone authenticity, chain lengths, or how a piece will look with your existing jewelry. We're happy to provide measurements, suggest pairings from our collection, or help you choose between similar styles.

When will I hear back from your team?

Most emails receive a response within one business day. During busy shopping periods like holidays or promotional events, response times may extend to 48 hours. Phone calls during business hours connect you with a team member immediately. If you email outside our support hours, expect a reply the next business day. Urgent matters like missing shipments or payment issues get priority attention.

Partnership and Wholesale Inquiries

Retailers, boutiques, and influencers interested in carrying VILORNE products should email us with "Wholesale Inquiry" in the subject line. Include your business name, location, and the types of products you're interested in. We'll send you information about minimum order quantities, pricing tiers, and our partnership process. For influencer collaborations, share your platform details and audience demographics.

Press and Media

Journalists, bloggers, and content creators can request high-resolution images, product samples, or brand information by emailing our team. Please specify your publication name, audience size, and story angle. We typically respond to media requests within two business days and can provide interview opportunities with our brand team when relevant.

Returns and Exchanges

Changed your mind about a purchase? We accept returns within our standard return window. Items must be unworn, undamaged, and in their original packaging. Contact us to initiate a return before shipping anything back. We'll provide a return authorization and instructions. Exchanges for different sizes or styles follow the same process. Refunds typically process within 5-7 business days after we receive your return.

Damaged or Defective Items

We inspect every piece before shipping, but occasionally damage occurs during transit. If your jewelry arrives broken, tarnished, or defective, email us photos within 48 hours of delivery. We'll arrange a replacement or full refund without requiring you to return the damaged item in most cases. Your satisfaction matters to us, and we'll make it right.

Jewelry Care Advice

Proper care extends the life of your VILORNE pieces. Remove jewelry before swimming, exercising, or applying lotions and perfumes. Store pieces separately in a soft pouch to prevent scratching. Clean with a gentle jewelry cloth designed for your metal type. Avoid harsh chemicals and ultrasonic cleaners unless specified in your product's care instructions. Contact us if you need specific care guidance for your purchase.

Best Ways to Reach Us

Email works best for non-urgent questions, order modifications, or when you need to include photos or documents. You'll have a written record of our conversation. Phone calls suit urgent issues like payment problems, immediate order changes before shipment, or complex questions that benefit from real-time discussion. Either way, our team provides the same helpful service.

Before You Contact Us

Check your order confirmation email for tracking information and delivery estimates. Review our FAQ page for answers to common questions about shipping costs, processing times, and accepted payment methods. Look at product pages for detailed specifications, materials, and sizing charts. These resources often provide immediate answers, saving you time.

We Value Your Feedback

Your experience matters to us. Share suggestions about our products, website, or customer service. Tell us what you love or where we can improve. Positive feedback brightens our day, and constructive criticism helps us serve you better. Every message gets read by a real person who cares about your satisfaction with VILORNE.