No matter whether it's the product, quality, delivery, ordering process or something else entirely. Your satisfaction is important to us. Please give us feedback at any time using the contact form, stating your order number. You will find the order number in your order confirmation email.

Describe your problem to us and together we will quickly and easily find a satisfactory solution for you.

Damit Du und Dein Schmuck eine lange gemeinsame Reise habt und er gut erhalten bleibt, findest Du hier einfache Pflegehinweise.

VANA donates 1% of its annual profits to 1% FOR THE PLANET and is preparing for B-Corp certification.

You can find out more under Sustainability & Transparency .

In every area possible, our goal is to keep our carbon footprint as low as possible and to be part of a better tomorrow.

Would you like some examples?

We use DHL and their CO2 offsetting GoGreen program to ship the packages and make CO2 offsets for every PERC certified flyer that comes with our packages. Our stickers on tissue paper are biodegradable.

Uns ist wichtig, dass Kaufentscheidungen bewusst getroffen werden. Somit tragen wir gemeinsam zu weniger unnötigem Konsum und zu mehr Nachhaltigkeit bei.

Dennoch verstehen wir, dass man sich online weniger gut ein Bild des Produkts machen kann als vor Ort. Daher ist unser Versand und Retoure kostenlos, um dir die maximale Sicherheit zu geben.

Ungenutzte Ware, die sich im Originalzustand befindet, kann innerhalb 30 Tagen retourniert werden.

Mehr Informationen findest du unter "Wie starte ich den Rückversand?" in diesem Abschnitt.

Solltest du wider Erwarten Mängel festgestellt haben oder unzufrieden mit deinem Produkt sein, schreibe uns gerne über das Kontaktformular unter Angabe deiner Bestellnummer und wir klären weitere Möglichkeiten.

You can order from VANA throughout the EU.

Delivery address for orders already placed

We will process your order quickly to ensure that it is dispatched as quickly as possible. To change the delivery address , please write to us using the contact form and state the order number. You will find the order number in your order confirmation email.

If the goods are not yet ready for dispatch, we will be happy to implement your request.

Change delivery address during the order process

To change the delivery address during the ordering process, simply go back by clicking on "Information" above.

Change delivery address for future orders

You can easily change your delivery address for future orders by logging into the customer portal and clicking on "View addresses" under "Account details" on the right-hand side.

We process your order quickly to ensure that it is dispatched as quickly as possible. To make changes or cancel, please use our contact form and state the order number. You will find the order number in your order confirmation email.

If the goods are not yet ready for dispatch, we will be happy to implement your request.

As soon as your package leaves our warehouse, we will send you an email with the shipping details and a link to track your shipment. Please note that it may take some time for the tracking information to become available as the data is transmitted by the shipping service provider.

To start the cancellation/return process, please write to us using the contact form, stating the order number and the item number(s) you would like to return. You will find the order number and item number(s) in your order email.

Please write us a reason for the return so that we can continue to improve in the future.

Once we have started processing, we will send you a return label. The return costs with DHL GoGreen are €6.50.

If, contrary to expectations, you have discovered defects or are dissatisfied with your product, please write to us using the contact form, stating your order number, and we will clarify further options.

Drop off at the parcel shop

After you have received the return slip from us, you can drop off the package at the parcel shop indicated on the sticker.

Secure packaging

Our unique items are important to us. Please ensure that items such as crockery are packaged securely. If you need help with this, please write to us using the contact form.

With a few exceptions *, you can return the item free of charge within 30 days without giving any reason. Please note, however, that the item must be unused and in its original condition.

To start the cancellation/return process, please write to us using the contact form, stating the order number and the item numbers you would like to return. You will find the order number and item number(s) in your order email.

If, contrary to expectations, you have discovered defects or are dissatisfied with your product, please write to us using the contact form, stating your order number, and we will clarify further options.

You can find more information in our General Terms and Conditions under the heading “Right of Withdrawal”.

*Exceptions : Due to the logistical cooperation with suppliers and manufacturers, a few products are unfortunately excluded from free returns. These are indicated accordingly in the product description.

Once we have received your return, we will refund your return within 14 days. The refund will be made using the same payment method you used to make your purchase. You will receive a confirmation by email as soon as the refund has been processed.

If your return has not been processed after 14 days, please contact us using the contact form and tell us your order number. You will find the order number in your order email.