Heirloom FAQs
Heirloom Warranty
Every Heirloom piece is backed by our 1-year craftsmanship warranty from the date of purchase. We are committed to the quality of our solid gold jewelry, materials, and designs and want you to feel confident investing in a piece that is made to be treasured for years to come.
What does the Heirloom warranty cover?
Our warranty covers manufacturing-related defects that affect the craftsmanship or function of your piece, including:
- Manufacturing-related issues with clasps, closures, or fastening mechanisms
- Stone settings that loosen due to a production or craftsmanship issue
What is not covered?
Our warranty does not cover:
- Normal wear and tear, including scratches or minor surface marks that naturally occur with wear
- Accidental damage, including dents, bends, breaks, or damage caused by impact
- Loss or theft of the jewelry or individual stones
- Damage caused by improper care, misuse, or failure to follow our care recommendations
- Damage caused by exposure to hash chemicals or corrosive substances
- Repairs, alterations, resizing, or modifications performed by anyone other than Vienna Domani
- Cosmetic changes that naturally occur with regular wear
Our Heirloom warranty applies to the original purchaser and is valid for 1 year from the original purchase date.
Heirloom Shipping
How long will my heirloom order take?
Heirloom pieces are made to order specifically for you. Please allow 5–7 weeks for production. Once your piece has completed production, your order will be shipped and you will receive tracking information.
Canadian shipping
Canadian domestic orders are typically delivered within 3-9 business days once shipped, depending on the destination.
Due to the value of Heirloom pieces, a signature will be required upon delivery. Please ensure someone is available to receive your package.
International shipping
International Heirloom orders are shipped using Purolator, with shipping rates calculated based on the most accurate available rate for your order.
International orders typically arrive within 2–4 business days once shipped, although delivery times may vary depending on the destination and customs processing. Please refer to the carrier’s shipping information & requirements for the most accurate details regarding shipping, delivery timelines, etc.
Customers are responsible for any and all customs fees, duties, taxes, or import charges incurred when an order arrives in their country. These charges are not included in your Vienna Domani order total and are the responsibility of the recipient.
Shipping protection
All orders have the option to add Route Shipping Protection at checkout.
We strongly recommend adding shipping protection to Heirloom orders for additional peace of mind. Shipping protection may provide coverage for eligible incidents during transit, including loss, theft, or damage, subject to Route’s terms and conditions.
Once your order has shipped, Vienna Domani is not responsible for loss, theft, damage, or delays caused by the carrier, customs processing, or local delivery services. We strongly recommend adding shipping protection at checkout for eligible coverage during transit.
Heirloom Returns
Because Heirloom pieces are made to order specifically for you, all Heirloom purchases are final sale and are not eligible for returns or exchanges due to change of mind, incorrect sizing, or personal preference.
My order arrived damaged
If your piece arrives with a suspected manufacturing defect, please contact us at Viennadomanijewelry@gmail.com as soon as possible with photos, a description of the issue, and your order information so we can review the issue and assist you under our Heirloom Warranty.
For loss, theft, or damage that occurs during transit, please refer to your Route Shipping Protection coverage if purchased.
I need help with sizing
We strongly recommend confirming your ring size using our Ring Size Guide before placing an Heirloom order. If you are still unsure of your size, please contact us before purchasing and we will be happy to help you determine the best size.
