FAQ

Every VVENA piece is made from 935 silver. With more pure silver than traditional sterling, it has a whiter tone and takes a brighter polish. On our two-tone pieces, part of the silver is finished in 18k gold, so that both metals stay visible on the same design. The silver is the piece itself, not a base metal underneath, and it carries its hallmark.

Traditional sterling silver is 92.5% pure silver. Ours is 93.5%, alloyed with copper and a small amount of zinc. The alloy comes from Legor, one of Italy's leading producers of precious metal alloys, based near Vicenza, a historic centre of Italian goldsmithing. With less copper than standard sterling, it has a whiter tone, and its fine, even structure takes a brighter polish. It is the silver at the heart of every piece, and it can be re-finished over the years.

Yes, eventually. A gold finish is a surface, and surfaces wear where a piece is handled most: the inside of a ring, the back of a clasp, the edge of a band. How long it lasts depends on how often you wear it and what it comes into contact with.

This is why we work over solid silver rather than brass. When the gold thins, what remains is still a precious metal, and the piece can be re-finished rather than replaced.

Not yet as a formal service, though we are working on it. In the meantime, any competent goldsmith can re-finish a piece for you.

Our pieces are made from 935 silver, at least 93.5% silver alloyed with copper and a small amount of zinc, and they are nickel-free. Most people with sensitive skin wear sterling silver without difficulty, but we cannot promise it for everyone. If you have a known metal allergy, ask your doctor before wearing anything new.

In Italy, by hand. You can read more about how and where on our Made in Italy page.

Put your jewellery on last, after perfume, hairspray and moisturiser, and take it off before swimming, showering or exercising. Chlorine, salt water and cosmetics shorten a gold finish more than anything else.

Store each piece separately in the case it arrived in, away from light and humidity, and wipe it with a dry soft cloth after wearing.

One important thing on our two-tone pieces: never use a silver polishing cloth or a chemical silver dip on the gold areas. Both are abrasive and will strip the finish. Dry cloth only.

Every piece goes through passivation, a protective treatment that helps the silver keep its shine and slows the natural darkening all silver goes through. With a little care, it stays bright for a long time. If a piece does lose some of its shine, especially in humid climates or if stored badly, it is only a surface reaction, not damage, and it is easily restored.

A dry soft cloth is usually enough. On plain silver pieces, a silver polishing cloth can also be used. On two-tone pieces, keep the cloth away from the gold and clean only the silver areas.

We do not resize our rings. If the size is not right, you can return the ring within 14 days of delivery and place a new order for the size you need.

Usually, yes. Write to us with photographs and your order number. If the damage is a manufacturing fault it is covered by warranty. If it is not, we will tell you what the repair costs before doing anything.

Orders are dispatched from Milan within 2 working days. Pre-order pieces are made for you and dispatched within 20 to 25 days. Every shipment is tracked, insured for its full value and requires a signature on delivery.

Italy: free.
European Union: €14.99, free over €200.
United Kingdom and Switzerland: €29.99 with DHL Express, free over €500.

Delivery takes 2-4 working days in Italy, 3-5 in the EU, and 4-7 to the UK and Switzerland, counted from dispatch.

You will receive a confirmation email when you order and a second email with a tracking number when the parcel leaves us. If you created an account, you can also see the status under your order history. If you have not received a tracking email within 3 working days of ordering, check your spam folder and then write to us.

For pre-order pieces, the tracking email arrives once your piece is dispatched, within 20 to 25 days.

Write to us as soon as possible with your order number. If the parcel has not yet been dispatched we can cancel it or change the delivery address. Once it has shipped we cannot stop it, but you can return it under our returns policy.

Italy, all European Union member states, the United Kingdom and Switzerland. If your country isn't listed at checkout, write to us at care@vvena.it since we can often arrange it.

Within the European Union the price you see includes VAT and there is nothing further to pay. Orders to the United Kingdom and Switzerland are shipped on a Delivered At Place basis. Import VAT, customs duties and clearance fees are charged by the courier on delivery, set by the customs authorities of your country, and are not included in your order total. We recommend checking the applicable rates before you order.

You have 14 days from the day you receive your order to tell us you want to return it, and a further 14 days to send it back. This is your right under EU consumer law and we do not ask for a reason.

Pieces must come back unworn, in their original packaging, with the hallmark intact. We cannot accept anything that shows signs of wear, or pierced earrings once the hygiene seal has been broken.

Sign in to your account with the email you used for your order, open the order and select Request return. If you prefer, write to us with your order number and tell us what you are returning. Once your request is approved, we will send you the instructions. Items sent back without requesting a return first cannot be accepted.

Return shipping is at your cost, except where the piece is faulty or not what you ordered.

If you are returning from the United Kingdom or Switzerland, please note that import duties and taxes you paid on delivery were collected by customs, not by us, and cannot be refunded through VVENA. You may be able to reclaim them directly from your customs authority.

Use the original case and put it inside an outer parcel, so the case is not damaged in transit. Include the invoice or a note with your order number. Use a tracked service and keep the receipt: until the parcel reaches us, it is your responsibility.

We refund within 14 days of your return request, to the same payment method you used. We may wait until the piece has reached us, or until you have sent us proof of shipping, before issuing it. Your bank may take a few additional working days to show it.

If you paid for standard delivery, that cost is refunded too. Any upgrade to express shipping is not.

We do not process exchanges directly. Return the piece for a refund within 14 days and place a new order for the size you want: it is faster than waiting for an exchange to clear.

Every piece carries the legal guarantee of conformity, which covers manufacturing defects for two years from delivery: faulty clasps and settings, soldering that fails, stones that come loose under normal wear.

It does not cover normal wear of the gold finish, damage from impact or bending, loss, or damage caused by chemicals, chlorine or cosmetics. Those are repairs rather than warranty claims, and we are happy to quote for them.

Write to us with your order number, clear photographs of the problem and a short description of what happened. We usually respond within 2 working days and will tell you whether to send the piece back to us.

We accept all major credit and debit cards, PayPal, Apple Pay, Google Pay and Shop Pay. Where available, you can also choose Klarna at checkout and pay in instalments. Payments are processed over an encrypted connection, and we never see or store your card details.

Yes. In your bag, select Request invoice and enter your billing details before you check out: tax code or VAT number, plus SDI code or PEC for Italian companies.

If you pay with express checkout (Apple Pay, Google Pay or Shop Pay) from a product page, write to us at care@vvena.it as soon as you have placed your order, with your order number and billing details, and we will issue it.

Refunds go back to the method you paid with: we cannot send them anywhere else. Card refunds usually appear within 3-5 working days once we have issued them, and PayPal is normally faster.