The company shipped my order to an address that was miles away from the shipping address I gave them. When I sent them proof of both my address and the faulty location of the delivery address, they said that the order was correctly delivered, and they wouldn’t reship my order. The customer service is terrible, this company only cares about your sale and not about keeping a customer. DO NOT BUY FROM VITALY. There are plenty of other good emo brands, Ask & Embla has been amazing to me.
Response from Vitaly DesignJul 6, 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.
JO
Josefina
Estoy pendiente de una devolucion no…
Estoy pendiente de una devolucion no contestan por el correo ni tampoco hay occpcion a conectar por otro medio .
Response from Vitaly DesignJun 17, 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 [email protected] for further assistance. Our support team is standing by, prepared to assist you. Thank you.
EK
Elizabeth K.
I bought a choker from Vitaly that…
I bought a choker from Vitaly that structurally broke on day one. They sent a replacement under warranty, but the replacement's clasp completely snapped off right out of the box before I could even wear it once.
When I sent customer service clear photographic proof of back-to-back defects, their management refused to give me a refund. They told me that because a warranty replacement is listed as a '$0 exchange' on paper, they will only offer store credit. They literally told me to just file a dispute with my bank instead of refunding my money.
They hide behind standard corporate policy scripts to force you to keep your money trapped in their store for broken, unwearable products. Absolute waste of money and zero accountability.
**UPDATE:**
Vitaly’s response is just standard corporate copy-and-paste deflection. They are completely ignoring the actual issue here: product quality. This isn't a disagreement over a standard return policy, it’s a failure to deliver a product that actually works TWICE.
In November I bought the original item. I kept it packed away and pristine until January to wear after my wedding, when it broke immediately the very first time I wore it.
On February 27 after seeing the photos, Vitaly agreed it was defective and gave me a warranty replacement.
Unfortunately the brand-new replacement item broke right out of the box—the clasp had snapped off before I could even wear it out.
Vitaly keeps hiding behind "company policy" to justify keeping my money. But a company's internal policy doesn't override basic consumer protection laws, which state that goods have to actually be functional and free from defects when they are delivered to a customer.
A warranty policy is meant to cover normal wear-and-tear over time. It isn't a legal shield for a company to ship a second broken item and then say "too bad, no refunds." A replacement is supposed to be a working product. Shipping a broken item to replace a broken item means you never actually fulfilled the order.
I paid $150.29 CAD for a piece of jewelry I could actually wear. Right now, I have zero wearable products, and Vitaly has my money. Because management explicitly told me in writing that their system wouldn't let them fix this mistake and issue a refund, a formal credit card chargeback has been opened for defective merchandise.
Response from Vitaly DesignJun 16, 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.
KV
Kimberly V.
This company claims that their jewelry…
This company claims that their jewelry will not tarnish or just color and I bought a bracelet from them and it tarnished and is discolored and they will not back up their warranty on it. The warranty is only good for malfunctions with the product which is totally ridiculous. I will never use this company again, horrible customer service. I wouldn’t even give it a one star, but you don’t have the option not
Response from Vitaly DesignApr 22, 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.
DA
Dawn
They take your money quickly but slow to resolve
I placed an order on 3/7/26. On 3/13/26 the order had not shipped yet and I decided I no longer wanted it so I reached out and requested the order be canceled. They responded with typical "it may not be showing that it shipped but it's in the packaging stages and can't be canceled." It absolutely can be. I advised that I wouldn't even be opening the package and would be immediately sending it back, so it would be a waste of time and money on both ends. The fact that they are making it this difficult to cancel an order that hasn't shipped for 5 business days is a red flag. They take your money quickly but when it comes to making things right, it's a hassle. Stay clear.
Response from Vitaly DesignMar 13, 2026
Hi Dawn, we're sorry that you had a difficult time cancelling your shipped order.
Unfortunately, you contacted us 5 days after your order was submitted, and it had already been handed to the delivery carrier at the time of your request.
Orders usually require 1-2 business days to ship from our warehouse. Waiting 5 business days will usually mean your order has already shipped, unless under very unusual circumstances.
Once an order is in transit, we cannot cancel it. Only a recipient can request that their order be returned to sender.
We also can't just refund you for an order that's still heading your way, as that would only result in you receiving a free order. Once delivered to you, we would be happy to help facilitate a return by providing a prepaid return label. We're more than happy to provide assistance with returns and exchanges.
If you change your mind about an order in the future, we kindly ask that you contact us within 24 hours of placing your order to avoid confusion or inconvenience with shipping.
If you need continued assistance, you can contact our customer support team directly at [email protected]
CA
CaloDa
Sent used and broken jewels, warranty non-existent
Awful company, don't buy - quality control is non-existent.
Received two jewels from them, one clasp works only on 1 position out of 3, the other one works flawlessly but came all scratched - I'd say they sent me a used piece, no way it was new as advertised.
Contacted them the very same delivery day with photos and videos of the defects, warranty refused.
Don't buy - the pieces are spectacular, but you'll be lucky if they works - and the company will never address this and their warranty is false!
UPDATE: great and false answer from the seller, they never requested the items back (which I would have gladly sent, provided they paid the shipping since they sent faulty objects, as specified in my written claim) sent two videos, one you clearly can see the closing mechanism not working apart from one position out of three, I'd be glad to upload it here too to show it globally ;)
I'd be glad to show the world the other pictures too here of the one small archangel cuff who came all scratched - pics as clear as day
They first refused to honor their fantastically advertised warranty (not certaily the first time by reading other multiple reviews), so I was forced to make the claim through PayPal then, providing the same proof (that I'd be glad to share with the world)
STAY AWAY FROM THIS AWFUL COMPANY
Response from Vitaly DesignFeb 2, 2026
Hello Dario, we're sorry that the verdict of your warranty claim for the two Archangel hand-cuffs did not align with your expectations. The items sent to you were brand new and did not show any signs of wear, even after inspecting the images you provided.
Unfortunately, your warranty claim was not approved because your item showed no signs whatsoever of any visible product damage or clasp malfunction. We assessed all of the images you provided before coming to a decision, which is standard for all warranty claims.
Given this verdict, you were instructed to send your item back to us for a refund or exchange. Your product was eligible for a return or exchange within 30 days as per our store policy, which we would have been happy to approve for you, given that you weren't happy with the product.
However, we see that you have opted to go the route of a chargeback dispute rather than simply returning the items to us in compliance with the normal return policy. Instead, you're trying to keep your items and get your money refunded without having to return the items to us, despite that they are proper working condition and of the quality as advertised.
Please understand we are committed to helping customers with product issues of any kind under more eligible circumstances.
KK
Kiley K.
Garbage quality! Terrible warranty!
Their customer service, and “lifetime” warranty are a complete joke!
The quality is garbage and will tarnish, discolor, and scratch quickly!!!! They will not use their warranty to correct these issues… most likely because they would then be replacing every purchase they have ever had.
General wear and tear being an excuse to not use a lifetime warranty on something you are supposed to wear is a sad pathetic joke, from a pathetic sad company :)
Have a great day!
Response from Vitaly DesignJan 15, 2026
Hi Kiley, we're sorry to hear that you are disappointed by the outcome of your warranty claim with us.
Unfortunately, your warranty claim was denied because your items were damaged through general wear and tear from daily use, such as the scratches and discolouration you mentioned. As this type of damage is caused by the customer and not by the manufacturer, this does not qualify under our warranty policy.
Our warranty policy covers manufacturing defects to the hardware and materials that are not incurred through daily wear. This can include things likeclasps, hinges or strands breaking, stones falling out or item components detaching. Our warranty policy covers a wide range of eligible criteria. Unfortunately, your claim did not meet this criteria after being carefully reviewed by an agent for consideration.
We understand that this is disappointing for you. We appreciate your feedback and hope that we can assist you in the future.
DM
Dave M.
Ordered a Christmas gift
Ordered a Christmas gift - Vitaly chose to use FedEx who lost the parcel. FedEx investigated and outcome was lost/missing but said I had to contact Vitaly because the package wasn’t insured. Although Vitaly were provided with all the details including outcome of the FedEx investigation but after chasing them for days I was told they couldn’t confirm it had been lost so wouldn’t replace/refund. Advised me to simply claim through my credit card company.
Absolute joke and certainly do not recommend them.
Response from Vitaly DesignJan 7, 2026
Thank you for sharing your feedback.
To clarify the situation: this shipment was not confirmed as lost by FedEx. While a trace was initiated, FedEx did not issue a final loss confirmation or settlement to us as the shipper. Without an official carrier confirmation of loss, we are unable to process a replacement or refund, as the package remains unverified as lost within the carrier’s system.
All shipping terms, including carrier responsibility and resolution procedures, are clearly outlined at checkout. In situations where a carrier cannot confirm loss, customers may choose to pursue a chargeback or cardholder protection, which is why that option was communicated.
We understand how disappointing delivery issues can be especially around the holidays but we must operate based on documented carrier outcomes and established policy.
