Vitaly DesignReviews of vitalydesign.com

They ship using USPS and for semi-expensive jewelry this seems inadequate. Unfortunately for me, USPS said it was delivered "in or at my mailbox," but I checked every day and never received the package. When I told Vitaly this, their response was "Without any substantial evidence to prove that your package was not delivered, we must assume that the delivery service provider delivered your order." Extremely disappointing to have an online company take your money with no guarantee you will get the product delivered. I will never purchase from them again.

After placing my order, I received no tracking email or shipping notification at all. I only learned that the package had supposedly been delivered after contacting Vitaly several days later. The courier confirmed that my email address had not been shared, which resulted in the package being left outside without any way for me to be notified or present. The courier left the package outside, on the street (after my investigation, sent me the picture of the package outside), where it was stolen. Customer service refused to take responsibility despite this clear handling error, and no satisfactory solution was offered. It is especially disappointing because my first experience with this company was positive. This situation raises serious concerns about order follow-up and how issues are handled when they occur.

I've ordered multiple items from this site, and only made a return once very recently. Customer service was terrible; took a long time to respond, and then tried to deny the return once 30 days had passed. They offered 'store credit' when I contested it, but in the end they only gave me a single-use, unstackable coupon code. Since coupons can't be used on sale items, that means I can't use it until next year, when their current sale is over. They refused to provide actual store credit. It feels like I'm being punished for holding them accountable. The entire situation was a nightmare, and I can't support a company that uses misleading language in their policies.

purchased an item from the uk which was delivered promptly to my by ups , i needed to return this item the day i received it and there is a postal strike in canada and the only form of return is post office ? they do mot accept ups , dhl or any others ? which is stange as they delivery ups ? so i have no way of return as for the postal strike that could be months . i did ask for a small parcial refund and i would keep as i new i cannot send back but that was delined . my only option is to get paypal involved .. i know its not there fault for the strike but they are most uncoperative ...

Almost a year of back and forth communication to get a promised refund and yet it is still being worked on. Their communication team is sloppy/lazy or just don’t care. Really disappointed with the service and quite sad with their attitude towards the customer. I will not buy anything from them ever again. I advise you to do the same if you want to skip the long headache with this kind of service!

ordered from Vitaly and unfortunately had one of the worst customer service experiences. My order (nearly 200 CAD) was supposedly delivered, but the only proof was a blurry photo with no visible address or name. The package never reached me, despite me checking with neighbors and the building. I contacted Vitaly immediately and spent over two weeks going back and forth with their support team. Instead of offering a real solution (refund or reshipment), they simply told me to “contact my bank” and left me without the product I paid for. This was meant to be an important gift, and the way the situation was handled shows a complete lack of accountability and care for their customers. Very disappointing experience — I regret not ordering from a more reliable retailer.

I bought their BPM bracelet; the bracelet is beautiful BUT unfortunately their size 7 was very tight on my wrist (mainly because the item is oval shaped and not circular but I digress). So on July 18, 2025, I emailed them regarding the issue and they told me to ship the item back and to fill up a return form (they said it would speed up the exchange process… spoiler alert: still took weeks for the exchange). I also had to pay out of my own pocket to ship the item back to them. On July 23, 2025, the tracker of Canada Post indicated that the item was received by Vitaly so I assumed the Vitaly team will contact me/send an automated email within a week about either the exchange for a size 8 to go through or a Vitaly gift card being sent (if size 8 was sold out) 19 business days later (27 calendar days later), no update, no email, no communication from Vitaly’s customer service. On August 19, 2025, I finally decided to ask them for an update. In response to me emailing them for an update, the replacement item FINALLY shipped. Ultimately, the item quality and the item itself is good but not great to be able to tolerate slow customer service or me trying to convince them to let me exchange the item because sale items were final sale items but not indicated on the item page. I am never shopping at their online website ever again and I will just drive to their brick-and-mortar store in Toronto, Canada. Update #1 (August 20, 2025): Vitaly got back to me today and refunded me. They refunded me as they said the item is currently unavailable which is odd because it was in stock last night but I disgress. Update #2 (August 20, 2025): As a reply to the Vitaly team who commented to this review: I had to pay out of my own pocket to ship the item back to them, there was no prepaid shipping label sent to me by the Vitaly team (I am happy to provide the receipt and email messages if needed).

I’ve been a customer of Vitaly before, including shopping in-store, but my recent online return experience has been unacceptable. I returned my order using the return label provided through their portal tracking confirmed it was delivered to their warehouse over two weeks ago. Since then, I’ve received nothing but vague replies saying they’re a “small team” and can’t even provide an estimated timeframe for processing my refund. No updates, no accountability, and no urgency to resolve the issue. I wanted to place another order, but I’m not comfortable giving them more money while I’m still waiting for a refund on my last purchase. This is not the level of service I expected from a brand I’ve shopped with before, and it has made me reconsider buying from them again.