Our commitment
Choosing a piece online requires trust. We deeply value every person who chooses to purchase from SVVVA, and we want you to feel confident throughout the process.
If something is not right, contact us at info@offsvvva.com. We will guide you personally through the return or exchange and make every step as clear and simple as possible.
Returns
You may request a return within 15 calendar days of receiving your order. To start the process, email info@offsvvva.com with your order number and the piece you wish to return.
Once you have notified us, the piece must be sent back without undue delay and within 14 calendar days.
Pieces should be returned unworn, undamaged and with all components originally supplied. Please include the original packaging whenever possible and package the piece securely to prevent damage during transport.
You may inspect the piece as you would in a physical store. SVVVA may deduct any loss in value caused by handling beyond what is reasonably necessary to inspect its characteristics, finish and fit.
For returns due to a change of mind, the customer is responsible for the direct return shipping cost. You may arrange a tracked shipment yourself or ask SVVVA to provide a return label. When SVVVA provides the label, its cost will be deducted from the refund.
Refunds
Once the returned piece has been received and inspected, the refund will be issued to the original payment method.
Where required by applicable consumer law, the refund will include the cost of the least expensive standard delivery method originally offered. Additional costs resulting from express, priority or other premium delivery options are not refundable.
Refunds will be processed without undue delay. SVVVA may withhold the refund until the returned piece has been received or until the customer provides evidence that it has been sent.
After the refund has been issued, the time needed for it to appear in your account will depend on your bank or payment provider.
Size exchanges
For full-price pieces available in different sizes, SVVVA offers one completely free first size exchange.
SVVVA will arrange and cover both the return shipment to our studio and the shipment of the replacement piece in the new size.
Please contact us within 15 calendar days of delivery so that we can arrange the collection and confirm the requested size.
Because each piece is handcrafted individually, the replacement may need to be produced in the new size. We will inform you of the estimated production and dispatch time before proceeding.
Any additional size exchange is subject to a €20 service fee plus all applicable shipping costs.
Discounted or promotional pieces are not eligible for the complimentary size-exchange service. This exclusion applies only to the free exchange service and does not affect any mandatory return rights provided by applicable consumer law.
Custom and personalized pieces
Bespoke, engraved, personalized or specially modified pieces cannot be returned or exchanged unless they arrive defective, damaged, incorrect or different from what was agreed.
This includes pieces made to individual specifications, custom measurements or modifications expressly requested by the customer.
A piece will only be treated as custom or personalized when this condition has been clearly communicated before the order is placed. Selecting a standard option offered on the product page does not automatically make a piece custom.
Damaged, defective or incorrect orders
If your order arrives damaged, defective, opened or different from what you purchased, please contact info@offsvvva.com as soon as possible and include your order number and photographs of the piece and packaging.
When the issue is attributable to SVVVA, we will cover all necessary shipping costs and arrange the appropriate repair, replacement or refund at no cost to the customer.
These cases are separate from a voluntary return or size exchange and are not limited by the 15-day return period. Your applicable statutory rights remain unaffected.
Wear, care and alterations
Natural tarnishing, gradual changes in plated finishes and signs of normal wear are not considered manufacturing defects.
SVVVA is not responsible for damage caused by improper use, impacts, excessive pressure, failure to follow the care instructions, unauthorized repairs or alterations carried out by third parties.
This does not limit the customer’s rights when a piece was already defective or did not conform to the order at the time of delivery.
International returns and customs
Before sending an international return or exchange, please contact us so that we can provide the correct shipping and customs instructions.
For complimentary first size exchanges and orders that are damaged, defective or incorrect, SVVVA will arrange the shipment and cover the necessary transport and customs costs, provided that the customer follows the instructions supplied by our team.
Additional customs charges caused by incorrect documentation, an unauthorized shipment or failure to follow the provided instructions may be deducted from the refund or charged to the customer.
Contact and return address
To request a return or exchange, contact:
Return address:
SVVVA
Calle Queixans 18–20, 2º 2ª
08032 Barcelona
Spain
Please do not send a piece before contacting us, as international shipments and complimentary size exchanges may require specific labels or customs documentation.