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Help Section.

FAQs

💬 Frequently Asked Questions (FAQ)

Need help?

Please read through this page first — most questions are answered right here for quicker help!

If you still need support, the only way to contact us is via Live Chat on our website.

🚫 We do not respond to emails, Instagram DMs, or TikTok messages — those platforms filter or hide messages, and we can’t guarantee we’ll see them.

💬 Our Live Chat is open Monday to Friday, 10am – 5pm, and replies usually take 24–48 hours.

If you contact us outside of Live Chat or wait longer than 48 hours after delivery, we won’t be able to assist with your order.

Live Chat must be your first and only point of contact.

📦 What shipping method do you use?

We ship all orders via Royal Mail Tracked 48 — this is the only shipping method we offer.

📮 Flat Rate: £3.99 (Postage & Packaging)

  • 🚚 Delivery Time: 1–3 business days once dispatched
  • 🕒 Dispatch Time: Within 24–72 hours (Monday to Friday)

📌 Please note:

Weekends are not classed as business days.

  • If you place an order on a Friday, it will most likely be dispatched on the following Monday, which will add extra time before it enters delivery.
  • Delivery time is after the order has been packed and shipped — not from the moment you place your order.

🔎 Will I get a tracking number?

We do not send tracking numbers to every customer automatically.

If you’d like to view your tracking, simply message us on Live Chat and ask:

“What’s my tracking number?” – and we’ll send it over 💌

The reason we don’t send them out automatically is because we’d have to manually upload every single one, and this would take a lot of time and delay order processing. So please just reach out if you’d like yours — we’re more than happy to provide it!

💎 How do I care for my jewellery?

To keep your Veva jewels sparkling and tarnish-free:

  • Avoid water – Remove before showering, swimming, or hand washing.
  • Avoid lotions, perfumes & chemicals – These can affect the finish.
  • Polish regularly – Use a dry polishing cloth. We recommend our 925 silver cloths, available for under £3 on the site!

All pieces are crafted from high-quality stainless steel, 925 sterling silver, or 18k gold plating. With the right care, they’ll stay stunning for years ✨

🔁 Do you offer refunds or returns?

No, we do not offer refunds or returns under any circumstances.

Due to hygiene reasons and the nature of our mystery and personalised products, all sales are final.

Please double-check your items and delivery address before checking out. Once your order is placed, it cannot be cancelled, changed, or refunded.

🕐 What if I have a problem with my order?

If there’s an issue with your order, you must message us via Live Chat within 48 hours of delivery.

We can only help if:

  • You contact us within 48 hours
  • The item is in original packaging and unworn
  • You reach out through Live Chat only

Unfortunately, if you message us via email, DM, or wait longer than 48 hours, we won’t be able to help. Please make sure Live Chat is your first step if there’s an issue.

🏡 Can I change my shipping address after ordering?

No — we cannot change shipping addresses once your order is placed.

Please make sure your address is correct at checkout. If you order on live please message us as soon as you enter the wrong address, before we pack up your order we can cancel, if it’s a mystery bag and you’ve already “stick or twisted” we cannot cancel your order either. 

If your parcel is sent to the wrong address due to a customer error, Veva Boutique is not responsible, and no replacements or refunds will be issued.

🎁 Do you offer gift wrapping?

Yes! Every Veva order is beautifully packaged, but you can also select gift wrap at checkout if you’d like something extra luxe and special 💝

💸 Do you offer discounts?

Absolutely! Subscribe to our Veva VIP Newsletter for exclusive discount codes, early access to new drops, and first dibs on limited-edition events 💌

📲 How can I contact you?

  • The ONLY way to reach us is through Live Chat on our website
  • 🕓 Live Chat Hours: Monday–Friday, 10am–5pm
  • ⏳ Typical response time: 24–48 hours

Contact Us

📲 Contact Us

Need help with your order? We’re here to support you — but please make sure to read our FAQs first as most questions are answered there for quicker help 💌

💬 How to Contact Us

The ONLY way to get in touch is through our Live Chat on the Veva Boutique website.

  • 🕒 Live Chat Hours: Monday to Friday, 10am – 5pm
  • ⏳ Response Time: 24–48 hours

We do not respond to:

  • Emails
  • Instagram DMs
  • TikTok messages

These platforms filter or hide messages, and we may never see them — so please don’t message us there!

If you message us anywhere other than Live Chat and don’t follow up correctly, we won’t be able to help once 48 hours have passed after delivery. Live Chat must be your first and only contact method.

📦 Need Your Tracking Number?

We don’t send tracking automatically to everyone.

If you’d like your tracking, just message us on Live Chat with your name and say:

“What’s my tracking number?”

We’ll get it to you manually — easy peasy 💖

Search Filter Help

How to Use Search and Filters on Our Website

To help you find what you’re looking for quickly and efficiently, we have implemented powerful search function and variety of filters. This guide will walk you through how to use search and filters.

How to Search on Our Website

Search allows you to quickly find specific items you’re looking for by simply typing in keywords or phrases for example name of the product, type or brand with immediate and relevant results.

  1. Locate the Search Icon: Look for the magnifying glass icon (🔍) on our website.
  2. Open the Search Bar: Click on the magnifying glass icon. A search bar will appear.
  3. Enter Your Query: Type the name or description of the item you're looking for into the search bar.
  4. Select from the Suggestions: As you type, a list of suggested items will appear in a dropdown menu below the search bar. You can click on an item in this list to go directly to its page.
  5. View More Results: If you want to see more results for your search, press 'Enter' after typing your query. This will take you to a Search Results Page with a broader selection of items.
  6. Use Filters: On the Search Results Page, you can apply filters to narrow down the results and find your desired item more easily.

How to Apply Filters on Our Website

Filters are a powerful tool that can help you narrow down your search results based on specific criteria, such as price range, category, brand, color, size, customer rating, gender, discount, and more.

  1. Perform a Search or Open a Collection: Start by performing a search or opening a collection on our website.
  2. Locate the Filter Option: Look for the 'Filter' option, usually located on the side or top of the page.
  3. Apply a Filter: Click on the filter you want to apply. For example, if you're shopping for clothes and only want to see items in a certain size, click on the 'Size' filter and select your size.
  4. Apply Multiple Filters: You can apply multiple filters to narrow down your search results even further. For example, you could apply filters for 'Size', 'Color', and 'Price Range' at the same time to find the perfect item.
  5. Change or Clear Filters: If you want to change or clear your filters, look for a cross on top to deselect that filter and to reset click on ‘Clear’.

🌟 Leave a Review

We absolutely love hearing what you think — your feedback means the world to us and helps other customers shop with confidence 💖

💬 How to Leave a Review:

Once your order arrives, you’ll receive a review request email. Just click the link and share your thoughts — whether it’s a quick “in love!” or a full breakdown of your faves ✨

You can also leave a review directly on the product page of the item you purchased:

  1. Go to the product on our website
  2. Scroll down to the “Write a Review” section
  3. Leave your star rating + comment — done! 🌟

Every review supports our small business more than you know. Thank you for helping Veva Boutique grow — one sparkle at a time 💌

Thank you for taking the time to learn how to use our search and filters. We hope this guide makes your shopping experience on our website more enjoyable and efficient. Happy shopping!