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Besvarelse fra Vitaly Design

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Hi London Reid,

We’re sorry to hear about your experience. There are several concerns raised here, and we understand why the combination of them left you frustrated.

Regarding the stone, this piece features a natural stone, meaning variations in colour, pattern, opacity, and veining are expected from one piece to another. We carefully select our stones to remain consistent with the overall character of the design, but natural stones can range considerably in appearance and may not look identical to the examples photographed online. That said, we appreciate you highlighting the conflicting language between sections of the product page, as our descriptions should be clear and consistent. We’re reviewing this with our team.

We also want to clarify that the colour description printed on product packaging can relate to internal product/SKU classifications and does not necessarily indicate that a different stone variant was knowingly substituted. We would never intentionally fulfill an order with a different product while representing it as the item purchased. Customer trust is paramount to us, and we would never do anything to knowingly undermine that.

As for your support experience, we do use AI-assisted tools alongside our Customer Experience team. We apologize for any confusion that may have been caused by our AI assistant, as shipping and logistical situations are not always easy to assess and provide insight, which of course is why a human support agent stepped in to assist you in more detail.

Finally, if tracking confirms that your eligible return has been delivered to our facility, it still needs to be received, inspected, and processed by our returns team before a refund can be issued, which can usually take up to one calendar week. Carrier delivery confirmation does not correspond with the date a return is processed into our system due to the manual work required by our returns team.

We appreciate you documenting these issues in detail. While natural variation is an inherent characteristic of the stone, the communication and inconsistencies you experienced should have been handled more clearly, and your feedback is being shared with the appropriate teams.

Besvarelse fra Vitaly Design

5. aug. 2026

Thank you for taking the time to share your feedback. We're sorry to hear that this experience left you feeling disappointed, as we understand how frustrating it would be to believe an item was missing from your order.

When your claim was reported, our team conducted a thorough investigation that included reviewing our fulfillment records, packing procedures, and quality control documentation associated with your shipment. Based on the findings of that review, we were unable to substantiate that a ring was omitted during the packing process, which is why we were unable to approve a replacement or refund. While we appreciate that this was not the outcome you were hoping for, these decisions are made only after carefully reviewing the available evidence and are applied consistently to ensure all missing-item claims are handled fairly.

We understand that the lack of a phone support channel may have added to your frustration. Although our support is currently provided through email and live chat, our team strives to respond as quickly as possible and thoroughly investigate every claim. We remain committed to standing behind our products and to reviewing every customer concern carefully and objectively.

Besvarelse fra Vitaly Design

23. jul. 2026

Hi Teresa,

We're sorry to hear there might be a problem with your order tracking. A lot of the time, this is a matter of an issue with the delivery carrier having a delay or losing a package.

If you contact our support team, we'll make sure your order gets to you by one means or another. If your order is lost, we can reship it to you.

We're not sure if you have tried to contact our support team yet, but if you haven't, please reach out to us by email directly at info@vitalydesign.com.

Besvarelse fra Vitaly Design

23. jul. 2026

Hi there,

Thank you for taking the time to share your feedback. We're sorry to hear that your order did not meet your expectations, and we understand how disappointing it is to believe an item was missing from your shipment.

When your claim was received, our team conducted a thorough review of the order, including the fulfillment records and shipping documentation associated with your package. Based on that investigation, we were unable to substantiate that the ring was omitted from the shipment, which is why we were unable to approve a refund. These decisions are never made lightly and are based on the available evidence to ensure claims are handled fairly and consistently for all customers.

We understand that this was not the outcome you were hoping for, but our responsibility is to make decisions based on the information available during our investigation. We appreciate your feedback and remain committed to reviewing every missing-item claim carefully and objectively.

Besvarelse fra Vitaly Design

20. jul. 2026

Hi Mario,

Thank you for taking the time to share your experience, and for being a longtime Vitaly customer. We understand how disappointing it is to realize an order was placed using an outdated shipping address, particularly when it was intended as a birthday gift.

After reviewing your order, we confirmed that it was fulfilled and delivered exactly as addressed at the time of checkout. While we appreciate that the incorrect shipping address was entered unintentionally, the accuracy of the shipping information submitted with an order is ultimately the responsibility of the customer. Once an order has been successfully delivered to the address provided, we are unable to assume liability for the package or provide a complimentary replacement, as there was no error in the fulfillment or delivery process.

Had you contacted us right after placing your order, we would have taken emergency measures to update your shipping address. However, we were not notified of your shipping issue until 13 calendar days after placing your order, and nearly a full week after it was delivered. Under these circumstances, there was nothing we could do to prevent the delivery issue.

We recognize that you were hoping for a one-time exception, and we appreciate that you acknowledged the address error originated during checkout. Our policies are designed to be applied consistently to every order to ensure fairness for all customers. While we're sorry this wasn't the outcome you were hoping for, our decision was based on the circumstances of the delivery rather than your history with our brand.

We sincerely appreciate your support over the years and regret that this experience has impacted your perception of Vitaly.

Besvarelse fra Vitaly Design

6. jul. 2026

Hello Matthew,

Thank you for taking the time to share your feedback. We're sorry to hear that you were disappointed with your experience. We understand how frustrating it is when there is uncertainty surrounding a delivery.

After reviewing your case, we confirmed that the order was shipped to the shipping address provided at checkout and that the delivery information supplied by the carrier indicated the package was successfully delivered. Based on the information available from both our shipping records and the carrier's tracking data, we were unable to verify that the package had been delivered to an incorrect address or that an error had occurred during fulfillment or transit. For that reason, we were not able to authorize a replacement shipment.

We appreciate that this was not the outcome you were hoping for. While we always want to help where possible, we also have a responsibility to rely on the information provided by our fulfillment systems and shipping partners when reviewing delivery disputes. We remain committed to handling these situations fairly and consistently for all of our customers.

Besvarelse fra Vitaly Design

17. jun. 2026

Hello Josefina,

Thank you for bringing these concerns to our attention. Please note that our customer support team is active 7 days a week and have a typical response time of less than 24 hours.

If you have not received a response from our team, the most likely scenario is that you are contacting the wrong email inbox, or our replies have been routed to your spam folder.

If you are waiting on a refund due to a return shipment, please note that most return shipments require up to one calendar week after delivery to our warehouse in order to be inspected and processed by our return team. Once a refund is submitted, your bank will take care of the reinstatement of the funds, which may take up to 10 business days, depending on your payment provider.

Please ensure you are emailing us directly at info@vitalydesign.com for further assistance. Our support team is standing by, prepared to assist you. Thank you.

Besvarelse fra Vitaly Design

16. jun. 2026

Hello Elizabeth,

Thank you for sharing your feedback regarding your recent support experience for your warranty claim. We understand your frustration and appreciate the opportunity to provide additional context regarding this situation.

After the original issue was reported, our team processed a warranty replacement in accordance with our warranty policy, as the item was determined to be eligible for coverage. When concerns were subsequently raised regarding the replacement item, we continued working with you to provide a resolution. Under our warranty policy, covered claims are eligible for a replacement or store credit where appropriate; however, they are not eligible for a refund to the original payment method. This policy is applied consistently to all customers and is outlined in the terms of our warranty program.

We also want to clarify a point raised in your review regarding the suggestion to contact your payment provider. This was not presented as a substitute for support or an attempt to avoid resolving the matter. Rather, once it became clear that the available warranty resolutions did not align with the outcome you were seeking, a member of our team advised that you were entitled to pursue a dispute through your payment provider if you believed that was the appropriate next step. While we understand that you disagree with our policy, our team did offer resolutions available within its scope and remained engaged throughout the process.

While we understand that this outcome was not the one you were hoping for, our team did offer solutions within the scope of our policy, including store credit and a replacement item. At no point was your concern dismissed, nor was an attempt made to avoid resolving the issue.

We stand behind our products and our warranty program, and although we are unable to provide a refund in this case, we remain committed to handling warranty claims fairly, consistently, and in accordance with the policies that govern them.

Besvarelse fra Vitaly Design

22. apr. 2026

Hi Kimberly, I'm sorry to hear that your warranty claim didn't work out to your expectations.

Our warranty policy covers a very wide range of manufacturing defects, and we confirm and approve customer warranty claims every week. We're committed to making sure that issues resulting from manufacturing issues are resolved. Our entire warranty policy, including coverage types and limitations, is all documented in full detail on our website help center, which is always accessible to each customer. We believe in full transparency, and we assess every claim on a case-by-case basis.

Our policy does not cover incidental or superficial damage caused by customers, such as lost items, scratches, scrapes, discoloration or tarnishing. These issues are typically the result of wear and tear from daily use, and while we create durable and rugged items, we can't be held responsible for damage incurred through customer use or inconsistent maintenance and cleaning.

If you ever need help in the future, please contact our customer support team for further assistance and information.