Order Tracking & Returns/Exchanges


You will be sent notification emails from us (info@veniv.com) at each step along the way, to receiving your jewels. 

We will notify you when: your jewels have left us and are on their way to you, when they have arrived at your local post office about to be sent to you, and a final confirmation of delivery to you. 

Additionally, you can track your order in real-time at your convenience by copying and pasting your tracking number into the space provided on our 'Track order status' page. 

Notes: We will notify you in any case there is a failed delivery attempt, for example if there was no one home at the time of attempted delivery. (A note should in such a case, be left from the post office listing which nearby station/post office to collect your package from).


Our pieces are accepted for an exchange or refund, under the condition that the customer sends out the package to us within 14 days of receiving the jewellery. This means we do not need to necessarily receive it within 14 days- the customer just needs to send it out to us within the 14 day period. 

Please note that all returned items or items for exchange, should be returned to us in a salable state, unworn, and in all original packaging at your expense*.

*Return address (located in Hong Kong) will be on the invoice- emailed to you upon purchase.

We suggest that you send the jewels back to us with a delivery service that offers a tracking number that you can send us along with insurance for the value of the items- as it is only under our responsibility when we receive the package. 

Please send us an email with the tracking number, your order number and reason for return/exchange (your reason is for our reference only and has no effect on the above).