Frequently Asked Questions

Frequently Asked Questions – VIVE LA VIE Joias

Products & Materials

1. Are your pieces made of sterling silver or gold-plated?

We offer two categories:

• Sterling Silver 925/950, with refined finishes and natural gemstones;

• 18k Gold-Plated Jewelry, crafted with high-quality base metals and long-lasting gold plating.

2. What’s the difference between Sterling Silver 925, 950, and gold-plated jewelry?

• Sterling Silver 925 contains 92.5% pure silver and is perfect for durable, elegant jewelry.

• Sterling Silver 950 is even purer (95%), offering a more luxurious finish.

• Gold-plated jewelry has a metal base coated with a thick layer of 18k gold, ensuring a sophisticated appearance and great value.

3. Are the pieces hypoallergenic?

Yes. Our jewelry is nickel-free and suitable for most sensitive skin types.

4. Are the stones real?

Many of our silver pieces feature natural Brazilian gemstones, while our gold-plated designs use high-quality cubic zirconia or shell pearls. Each product description clearly lists the materials used.

5. Will the jewelry tarnish or lose its shine?

Sterling silver may naturally tarnish over time — it’s a normal reaction and can be easily cleaned. Gold-plated pieces maintain their brilliance with proper care.

6. Do the pieces come with a certificate?

Yes. All items come with a Certificate of Authenticity and Quality, along with care instructions.

7. How do I find the right size for rings or bracelets?

Please refer to our Size Guide on the product page or contact our support team for personalized assistance.

8. Can I personalize or customize a piece?

Some items can be customized with initials or engraving. Custom-made designs from scratch are not available at the moment.

9. Can I purchase just the charm or just the chain?

In some cases, yes. Please contact our support to check availability.

Care & Maintenance

1. How do I take care of my jewelry?

Avoid contact with water, perfume, lotion, sweat, and cleaning products. Store your pieces in a dry, soft pouch or box, away from sunlight.

2. Can I wear my jewelry in the shower or while sleeping?

We recommend removing your jewelry before showering or sleeping to extend its durability.

3. How should I store my jewelry?

Keep your pieces in individual pouches or boxes in a dry and cool place to prevent scratches and tarnishing.

4. My silver jewelry has darkened. Is this normal?

Yes. Silver naturally oxidizes. Use a silver polishing cloth to restore its shine.

5. Do you recommend any cleaning product?

Yes — we recommend using a soft polishing cloth or a non-abrasive jewelry cleaner.

Shipping & Delivery

1. Do you ship to the United States?

Yes! We offer tracked shipping from Brazil to the USA via international carriers.

2. How long does delivery take?

International delivery usually takes 7–14 business days, depending on your location and shipping method. Delays may occur due to customs.

3. Can I track my order?

Yes. Once your order is shipped, you’ll receive a tracking number by email.

4. What if my order arrives damaged?

Please contact us within 7 days of delivery with photos of the damaged item. We’ll review and arrange a solution.

5. Do you offer free shipping?

We offer free shipping for orders over USD $150. Shipping costs under that value are calculated at checkout.

6. Can I schedule delivery for a specific date?

Unfortunately, we cannot guarantee specific delivery dates due to international transit and customs processes.

7. Are customs or import taxes included?

No. Any customs duties or local taxes are the buyer’s responsibility. Please check your local regulations before purchasing.

Payments

1. What payment methods do you accept?

We accept international credit cards and PayPal.

2. Is payment secure?

Yes. Our website uses SSL encryption and secure payment gateways to protect your data.

3. Can I pay in installments?

Installment payments are currently not available for international orders.

4. My payment was declined. What should I do?

Please check with your bank or try an alternative method such as PayPal. You can also contact our team for assistance.

Gift Options & Packaging

1. Does the jewelry come in gift packaging?

Yes. All pieces come in our signature packaging, including tissue paper, straw bed, certificate of authenticity, and a scented touch — perfect for gifting.

2. Can I send a gift directly to someone else?

Yes. Just enter the recipient’s address during checkout. We don’t include any price information in the package.

3. Can I add a personalized message?

Yes. You can leave a note at checkout or contact us via email or WhatsApp after your purchase.

4. Is the packaging scented? What if the person has allergies?

Yes, our packaging has a light signature fragrance. If you'd prefer unscented packaging, please request it at checkout.

Returns & Exchanges

1. What is your return policy for international orders?

You can request a return within 14 days of delivery, as long as the item is unused and in original condition. Shipping costs for returns are the buyer’s responsibility.

2. What if I received the wrong size?

Please contact us. If we have the correct size available, we’ll assist with the exchange process.

3. Can I return sale items?

Sale and clearance items are final sale and not eligible for return unless defective.

4. How do I request a return or warranty claim?

Send us an email with your order number, reason for return, and a photo if applicable. We’ll get back to you within 1–2 business days.

5. Do you offer warranty?

Yes. We offer a 90-day warranty for manufacturing defects. Damage from misuse or accidents is not covered.

Customer Support

1. How can I contact you?

You can reach us by email, WhatsApp or Instagram DM. Contact details are in the footer of our website.

2. What are your customer service hours?

Our team is available Monday to Friday, 9:00 AM to 8:00 PM (GMT-3 / Brasília Time).

3. Do you speak English?

Yes! Our team provides support in English, Spanish and Portuguese.

4. Do you have a physical store in the U.S.?

No. We are an online-only brand, shipping directly from Brazil with care and efficiency.

Still have questions?

Feel free to contact us — we’re happy to help you with anything you need!