FAQS

Welcome to Family Vault: Your Journey with Us

Shipping with Care: Embark on a seamless journey with Family Vault, where we ship your personalized treasures within 2-4 business days. Opt for Express shipping at checkout, and your item will dance its way to you via USPS Priority Mail after leaving our USA or Netherlands factories. While we strive for swift delivery, please note that international packages may experience slight delays due to Covid-19.

An Artful Expedition: At Family Vault, we adorn your story with craftsmanship, ensuring your piece arrives in the USA within 2-5 business days, Canada in 3-10 days, Europe in 2-5 days, and Australia/NZ in 5-10 days. For the rest of the world, anticipate the arrival of your bespoke creation within 5-20 business days. Track your journey on your local mail carrier's website for Covid-19 delivery updates.

Guardians of Your Order: If your order hasn't arrived, fear not! Email us at familyvaultus@gmail.com with your order number, and our dedicated team will trace its steps for you. Seeking swifter delivery? Opt for Express shipping during checkout within the USA.

Customs, Taxes, and Customs Fees: Navigating customs is an art, and we've got it covered. Expect smooth sailing with labeled packages. For our EU friends, be aware of potential VAT charges. Customs fees are the responsibility of the recipient. Sail confidently into your customs journey with Family Vault.

Shipping Insurance & Product Protection: Enhance your adventure with our Shipping Insurance, covering loss, theft, or damage. For added peace, explore our optional 2-year Product Protection, safeguarding against damaged pendants, tarnished jewelry, and more. Claims? Email us at familyvaultus@gmail.com, and we'll weave our support into your story.

Cancellation, Exchanges & Returns: Changing your narrative? Contact us promptly at familyvaultus@gmail.com for order cancellations or modifications. Damaged or incorrect item? Let us know, and we'll orchestrate a swift replacement. If a return beckons, our support team stands ready for a graceful resolution, offering a 30-day return policy from the date of purchase.

Every Piece, Your Tale: While we strive for perfection, rare moments may arise. If your item doesn't match our online listing, send snapshots to familyvaultus@gmail.com for our expert team's review. Your satisfaction is our melody, and Family Vault's dedicated support team is here to harmonize your journey.