FAQ

ORDERS & SHOPPING

1. How do I place an order? You can place your order directly through our website at www.vonnori.com — simply browse our collections, add your chosen pieces to your cart, and complete the checkout process. Alternatively, you can reach us on WhatsApp at +92 310 431 5597. Our Customer Service team is available Monday to Saturday, 11am – 7pm (except public holidays).
2. What happens after I place my order? Once your order is received, our team will verify product availability and reach out to you with a confirmation call. You will have the opportunity to reconfirm, modify, or cancel at this stage before anything is processed further. If you have paid in advance, your order cannot be cancelled but can be modified.
3. Will I receive confirmation after ordering? Yes. Once you reconfirm your order during the confirmation call, you will receive an SMS and/or email containing your unique reference number. Please keep this safe — you will need it for tracking and any future correspondence.
4. Can I modify my order after placing it? Yes, you may modify your order during the confirmation call. Once the order has been confirmed and payment has been made, modifications may not be possible. Please contact us as soon as possible at +92 310 431 5597 if you need to make any changes.
5. Can I cancel my order after placing it? You may cancel your order at any point before it has been confirmed and dispatched — this includes during the confirmation call, before payment is made. Once payment has been received and the order has been dispatched, cancellation is no longer possible.
6. What is my reference number and why do I need it? Your reference number is a unique identifier assigned to your order upon confirmation. You will need it to track your order and to reference your purchase in any communication with our Customer Service team.
7. Is there a minimum order value? There is currently no minimum order value. You are welcome to purchase any single piece from our collection.

PAYMENT

8. What payment methods does VONNORI accept? We accept bank transfers, online payments, and other accepted digital payment methods. Our Customer Service team will share the relevant payment details with you at the time of order confirmation.
9. Do I need to pay before my order is dispatched? VONNORI operates on a structured payment basis to ensure every order is confirmed, prioritized, and dispatched without delay.

Standard Payment Option: A 15% advance payment is required at the time of order confirmation, with the remaining balance payable via Cash on Delivery upon receipt. Payment can be made through bank transfer or any accepted online payment method — details will be shared by our team upon confirmation.

Full Advance Payment Option: Customers who choose to pay 100% of the order value in advance via bank transfer or any accepted online payment method will receive an exclusive 6% discount on their total order. This option offers added convenience by eliminating any outstanding balance at delivery while rewarding customers for their trust and commitment.

10. Regardless of the chosen payment method, all orders are handled with equal care and dispatched promptly upon confirmation.
11. Is it safe to pay online? Yes. We take your financial security seriously and only use trusted payment channels. If you have any concerns about making a payment, our team is happy to assist and guide you through the process.

SHIPPING & DELIVERY

12. Does VONNORI offer free shipping? Yes. VONNORI offers complimentary shipping on all online orders across Pakistan — no minimum spend required. We believe exceptional jewellery should arrive at your door without any extra charge.
13. Which areas in Pakistan does VONNORI deliver to? We deliver to all cities and towns across Pakistan. Whether you are in a major city or a smaller town, we are committed to reaching you. Please note that customers in remote areas may be required to collect their order from the nearest courier collection center.
14. How long does delivery take? Orders are typically delivered within 2–4 business days from the date of dispatch, depending on your location. Please note these are estimates and may vary slightly based on your city and courier operations. Please also note that dispatch and delivery may be delayed on national and public holidays — our team will communicate any such delays wherever possible.
    Out-of-Stock & Import Delay Notice In the event that an ordered item is temporarily out of stock and subject to an import or restocking process, delivery timelines may be extended. In such cases, the estimated delivery period may increase to 5–8 business days beyond the standard timeframe. Our team will proactively notify you of any such delays at the earliest and provide regular updates until your order is successfully fulfilled and dispatched. We appreciate your patience and understanding, and remain committed to delivering your order as promptly as possible under all circumstances.
15. What days are orders dispatched? Orders are dispatched on business days, Monday to Saturday. Orders confirmed and paid for on a Sunday or public holiday will be processed on the following business day.
16. Can I track my order? Yes. Once your order is dispatched, you will receive tracking information via SMS and/or email along with your reference number. You can use this to monitor your delivery in real time.
17. What happens if I miss my delivery? If you are unavailable at the time of delivery, the courier will typically attempt redelivery or contact you to arrange an alternative. We recommend ensuring someone is available at the delivery address to receive your parcel.
18. Can I request a specific delivery date or time? While we cannot guarantee specific delivery slots, you may mention your preference to our Customer Service team and we will do our best to accommodate it where possible.
19. What if my order is delayed? In the event of a delay, our team will proactively keep you informed. Delays may occasionally occur due to circumstances beyond our control, including severe weather, road closures, floods, or courier disruptions. Rest assured, we will do everything possible to ensure your order reaches you at the earliest opportunity.
20. Are delivery timelines guaranteed? Delivery timelines are estimates and are not guaranteed. While we make every effort to deliver within the stated window, certain force majeure circumstances — including natural disasters, severe weather, or courier disruptions — may cause delays outside our control.
21. What if my order contains multiple items? If your order contains multiple items and one or more pieces are temporarily unavailable, those items may be dispatched separately once back in stock. You will be notified in advance, and each shipment will be tracked independently to ensure complete and accurate fulfillment of your order.
22. What if I provided an incorrect delivery address? Customers are responsible for providing a complete and accurate delivery address at the time of placing their order. VONNORI cannot be held liable for failed or delayed deliveries resulting from incorrect or incomplete address information. Should you need to update your delivery address, please contact us immediately before dispatch via WhatsApp at +92 310 431 5597.
23. Does VONNORI ship internationally? At present, VONNORI delivers within Pakistan only. We hope to extend our reach in the future. For any international inquiries, please contact us at help@vonnori.com.

RECEIVING YOUR ORDER

24. What should I do when my order arrives? Please ensure someone is available to receive the parcel. Before opening, begin recording an unboxing video. Inspect the package and its contents carefully upon opening, and contact us immediately if you notice any issue.
25. Why do I need to record an unboxing video? The unboxing video serves as your protection. It is the only accepted proof in the event of a claim involving a missing, damaged, or faulty item. Without it, we are unable to process any such request — regardless of the circumstances.
26. What should my unboxing video include? Your unboxing video must be a single, continuous, uninterrupted recording — beginning from the moment you receive the sealed parcel, through the full opening process, to the complete reveal of all contents inside.
27. Can the courier take back the package once opened? No. Once the sealed package has been opened in the courier's presence, it cannot be returned to them. Please ensure you are ready to receive and inspect your order before opening the parcel.
28. What happens if I refuse to accept my order? If an order is refused at the door or left uncollected, it will be returned to VONNORI. In such cases, the customer may no longer be eligible for future online orders with us. Additionally, the 15% advance payment will not be refunded. We kindly ask that you only place an order you genuinely intend to receive.

PRODUCT & QUALITY

29. How should I care for my VONNORI jewellery? To keep your pieces looking their best: keep them dry, remove them before bathing or swimming, avoid contact with perfumes and lotions, store in a soft pouch or jewellery box, clean gently with a soft dry cloth, and keep away from direct sunlight and extreme heat.
30. How do I store my jewellery properly? Store each piece individually in a soft pouch or a lined jewellery box to prevent scratching. Keep away from humidity, direct sunlight, and extreme temperatures. Avoid storing pieces loose together as contact between them can cause scratching or tangling.
31. Can jewellery be worn daily? Our pieces are designed to be enjoyed regularly, though with care. For longer-lasting wear, we recommend removing your jewellery before activities involving water, heat, or chemicals. Following our care guidelines will help preserve the beauty and finish of your pieces.
32. Will the colour or finish fade over time? With proper care, your VONNORI pieces will retain their beauty for a long time. However, as with all artificial jewellery, prolonged exposure to water, chemicals, sweat, and friction may gradually affect the finish. Following our care instructions will significantly extend the life of your piece.

EXCHANGES

33. Does VONNORI offer exchanges? VONNORI does not offer exchanges as a general option. Owing to the intimate nature of jewellery and our commitment to hygiene, all sales are considered final. However, we fully stand behind the quality of every piece and will address verified faults with care.
34. Under what conditions can I exchange a product? An exchange is only offered in the event that a product arrives faulty or damaged. The item must be unused, unworn, and in its original condition, and the claim must be raised within 24 hours of receiving your order, supported by an unboxing video.
35. What if my order arrives damaged or faulty? If your order arrives damaged or faulty, please photograph the item clearly and contact our Customer Service team on the same day of delivery at +92 310 431 5597 or help@vonnori.com. Our team will review your case and respond within two business days.
36. How do I report a damaged or faulty item? Contact us on the same day of delivery via WhatsApp at +92 310 431 5597 or by email at help@vonnori.com. Please include your reference number, clear photographs of the fault, and your unboxing video. Claims without supporting evidence cannot be processed.
37. How long do I have to raise an exchange request? All exchange requests must be raised within 24 hours of receiving your order. Claims submitted after this window cannot be entertained, and VONNORI cannot be held responsible for concerns raised beyond this period.
38. Is an unboxing video required to raise an exchange claim? Yes, it is mandatory. Claims involving missing, damaged, or faulty items cannot be processed without a complete, uninterrupted unboxing video. This is a firm requirement and no exceptions can be made.
39. Can I exchange a piece I simply don't like? No. Exchanges are not offered on the basis of a change of preference. We encourage you to review all product details, photographs, and descriptions carefully before placing your order. Our Customer Service team is also available to help you choose with confidence before you buy.
40. Can I exchange a piece I've already worn? No. Items must be unused, unworn, and in their original condition to be eligible for an exchange. Worn items will not be accepted under any circumstances.

REFUNDS

41. Does VONNORI offer refunds? VONNORI maintains a strict no-refund policy. All sales are final. This policy exists to uphold the hygiene, integrity, and exclusivity of every piece that carries our name.
42. Why is there a no-refund policy? Jewellery is a deeply personal and intimate product. To maintain the highest standards of hygiene and to protect every customer's experience, we are unable to accept returns or offer refunds once a sale has been completed. We encourage you to reach out before purchasing if you have any questions.
43. What if I'm unhappy with my purchase? We are genuinely sorry to hear if your experience has not met your expectations. Please reach out to us at help@vonnori.com or +92 310 431 5597 and our team will do their very best to address your concern. While refunds are not offered, we are committed to resolving every issue with care and consideration.
44. What if I was sent the wrong item — can I get a refund? If you received an incorrect item, please contact us immediately with your reference number and photographs of what you received. While refunds are not offered, we will arrange for the correct item to be sent to you as swiftly as possible.
45. Can I get a refund if my item was damaged on arrival? Refunds are not available even in cases of damaged items. However, if your order arrives damaged and you have raised the claim within 24 hours supported by an unboxing video, we will arrange an exchange subject to stock availability and verification.

CUSTOMER SERVICE

46. How do I contact VONNORI? You can reach us in the following ways — WhatsApp or call: +92 310 431 5597, Email: help@vonnori.com, Website: www.vonnori.com. We are available Monday to Saturday, 11am – 7pm.
47. What are VONNORI's customer service hours? Our Customer Service team is available Monday to Saturday, 11am – 7pm. Messages received outside of these hours will be responded to on the next available business day.
48. How quickly will the team respond to my query? We aim to respond to all queries within a few hours during business hours. For urgent matters — such as damaged or missing items — please reach out via WhatsApp for the fastest response.
49. Can I visit a VONNORI store in person? VONNORI currently operates as an online brand. For any personal assistance, we are always available via WhatsApp, call, or email during our business hours.
50. Can I send an order as a gift directly to someone else's address? Yes. Simply provide the recipient's delivery address at checkout or inform our Customer Service team when placing your order via WhatsApp. We will ensure it is dispatched and packaged beautifully for gifting.