Vitaly Design Reviews 

Reply from Vitaly Design

Apr 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.

Reply from Vitaly Design

Mar 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 info@vitalydesign.com

Reply from Vitaly Design

Feb 27, 2026

Hi Rafael,

We're sorry about the issues that you encountered with your order delivery. It seems you jumped the gun a bit in terms of waiting for a response from our support team, who just hours ago provided you with an approved reshipment of your lost order.

Please understand that it is our policy that delivered orders are not eligible for a refund. However, in the case that your order is marked as delivered and not found, our team can investigate to determine if you are eligible for a reimbursement or reshipment. If approved, our team will replace your order as a courtesy, as we did today.

If you need any further assistance, you can continue to contact our support team at info@vitalydesign.com

Reply from Vitaly Design

Feb 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.

Reply from Vitaly Design

Feb 17, 2026

Thank you so much for your kind words and for taking the time to share your experience.

We're sorry to hear about the issue you encountered, but we're incredibly glad our team was able to turn it around quickly for you.

We stand behind our pieces and always want our customers to feel confident wearing them.

It means a lot to hear that you felt supported, and we appreciate your continued trust.

Reply from Vitaly Design

Feb 17, 2026

Thank you so much for this amazing shout-out!

We’re thrilled to hear that Archie and Kris were able to support you every step of the way and get everything sorted quickly. We know how frustrating delivery issues can be, so it means a lot to hear that they helped turn the experience into a positive one.

We’ll be sure to pass your kind words along to them - they’ll really appreciate it. And we’re so glad to hear you finally received your piece and are loving it!

Thank you for your support and for being part of Vitaly.

Reply from Vitaly Design

Feb 17, 2026

Thank you for sharing your experience with us.

We’re sorry to hear there was an issue with the piece initially, but we’re very glad our team was able to resolve it quickly and leave you feeling confident in your purchase. Providing prompt, professional support is extremely important to us, and it means a lot to know that came through.

We truly appreciate your trust and your kind words, and we hope you continue to enjoy your piece from Vitaly.

Reply from Vitaly Design

Jan 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.

Reply from Vitaly Design

Feb 17, 2026

Thank you so much for your continued support, it truly means the world to us.

Hearing that you’ve been with Vitaly since 2016 and that your pieces have held up so well over the years is special. We put a lot of care into both our quality and our customer experience, so it’s wonderful to know that’s been reflected in your time with us.

We really appreciate your recommendation, and we look forward to being part of your collection for many more years to come.

Reply from Vitaly Design

Feb 17, 2026

Thank you so much for taking the time to share such a thoughtful review.

We’re sorry to hear about the issue you experienced with the Fragment ring, but we’re very glad Miguel was able to follow up and work with you toward a solution. Making sure our customers feel supported, even when things get busy is something we care deeply about, so it’s wonderful to hear that his diligence made a positive impression.

We’re also thrilled to know you’re enjoying your other pieces and that you’re planning to reorder the Fragment ring. It truly is a special design.

Thank you again for your support.

Reply from Vitaly Design

Jan 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.

Reply from Vitaly Design

Jan 7, 2026

We’re sorry to hear about your experience and understand how frustrating a missing package can be.

According to the carrier’s official tracking, this order was marked as delivered to the address provided. When a shipment is confirmed as delivered by the carrier, we are required to rely on that confirmation, as we do not have visibility beyond the carrier’s delivery scan.

USPS is a standard, insured shipping provider used by many retailers, including for high-value items.

We always recommend checking with household members, neighbors, or the local post office, as USPS has advised that packages may sometimes be marked delivered shortly before actual receipt or placed in an alternate secure location.

We stand by our shipping and delivery policies, which are clearly outlined at checkout, and we’re always happy to assist customers in opening a carrier investigation when possible.