Vitaly Design Reviews 

Antwoord van Vitaly Design

2 dagen geleden

Thank you for sharing your feedback. We understand how disappointing it can be to discover that a promotional offer has additional requirements, and we're sorry for any frustration this may have caused.

Our $25 welcome discount is subject to specific terms and conditions, including a minimum purchase requirement. These conditions apply consistently to all customers, and unfortunately, we're unable to make exceptions for purchases that don't meet the qualifying threshold.

We certainly don't intend for our promotions to feel misleading, and we appreciate your feedback regarding how these requirements are communicated. While the eligibility conditions remain unchanged, we'll continue looking for ways to make our promotional offers as clear and straightforward as possible.

Antwoord van Vitaly Design

22 sep 2026

Thank you for sharing your concerns. We understand how frustrating it is to dispute the delivery of an order, particularly when you do not recognize the signature recorded by the carrier.

We do want to clarify that your claim was not dismissed or ignored. Our team reviewed the information you provided and investigated the delivery directly using the documentation and confirmation available from DPD. As the carrier responsible for completing the delivery, DPD's delivery records form an important part of that investigation. Unfortunately, we are not in a position to independently determine who produced a signature or to conclude that a carrier employee falsified delivery documentation without evidence establishing that this occurred.

We also respectfully disagree with the suggestion that Vitaly is complicit in theft or operates its claims process to avoid responsibility. Missing-delivery claims are reviewed individually, and we work with our shipping partners to establish the circumstances surrounding a disputed delivery before reaching a decision.

We recognize that you strongly disagree with the outcome of this investigation and understand why you remain disappointed. However, based on the carrier's confirmation and the evidence available to us, we were unable to substantiate that the shipment was lost or incorrectly delivered. For that reason, we were unable to approve reimbursement or replacement of the order.

While we appreciate that this was not the resolution you wanted, the decision was reached following a review of the claim and the available delivery evidence, rather than a dismissal of your concerns.

Antwoord van Vitaly Design

22 sep 2026

Thank you for sharing your feedback. We completely understand how disappointing it is to place an order for an item showing as available, only to later learn that it could not be fulfilled.

While our inventory systems are designed to reflect available stock as accurately as possible, discrepancies can occasionally occur between inventory records and the physical stock available during fulfillment. This can sometimes be due to items not being found suitable for sale during the pre-shipment quality check. We would rather provide you with your money back than ship you an item that falls below our quality standards, which would create a negative experience for you as the customer.

Unfortunately, in this instance, we were unable to complete your order, which resulted in the cancellation and refund.

We recognize that receiving this update a week after placing your order made the experience frustrating. This is because our orders sometimes require up to a week to be fulfilled; otherwise, we would have notified you sooner. We appreciate you bringing this to our attention and apologize for any disappointment and inconvenience this caused.

Antwoord van Vitaly Design

20 aug 2026

Hi London Reid,

We’re sorry to hear about your experience. There are several concerns raised here, and we understand why the combination of them left you frustrated.

Regarding the stone, this piece features a natural stone, meaning variations in colour, pattern, opacity, and veining are expected from one piece to another. We carefully select our stones to remain consistent with the overall character of the design, but natural stones can range considerably in appearance and may not look identical to the examples photographed online. That said, we appreciate you highlighting the conflicting language between sections of the product page, as our descriptions should be clear and consistent. We’re reviewing this with our team.

We also want to clarify that the colour description printed on product packaging can relate to internal product/SKU classifications and does not necessarily indicate that a different stone variant was knowingly substituted. We would never intentionally fulfill an order with a different product while representing it as the item purchased. Customer trust is paramount to us, and we would never do anything to knowingly undermine that.

As for your support experience, we do use AI-assisted tools alongside our Customer Experience team. We apologize for any confusion that may have been caused by our AI assistant, as shipping and logistical situations are not always easy to assess and provide insight, which of course is why a human support agent stepped in to assist you in more detail.

Finally, if tracking confirms that your eligible return has been delivered to our facility, it still needs to be received, inspected, and processed by our returns team before a refund can be issued, which can usually take up to one calendar week. Carrier delivery confirmation does not correspond with the date a return is processed into our system due to the manual work required by our returns team.

We appreciate you documenting these issues in detail. While natural variation is an inherent characteristic of the stone, the communication and inconsistencies you experienced should have been handled more clearly, and your feedback is being shared with the appropriate teams.

Antwoord van Vitaly Design

5 aug 2026

Thank you for taking the time to share your feedback. We're sorry to hear that this experience left you feeling disappointed, as we understand how frustrating it would be to believe an item was missing from your order.

When your claim was reported, our team conducted a thorough investigation that included reviewing our fulfillment records, packing procedures, and quality control documentation associated with your shipment. Based on the findings of that review, we were unable to substantiate that a ring was omitted during the packing process, which is why we were unable to approve a replacement or refund. While we appreciate that this was not the outcome you were hoping for, these decisions are made only after carefully reviewing the available evidence and are applied consistently to ensure all missing-item claims are handled fairly.

We understand that the lack of a phone support channel may have added to your frustration. Although our support is currently provided through email and live chat, our team strives to respond as quickly as possible and thoroughly investigate every claim. We remain committed to standing behind our products and to reviewing every customer concern carefully and objectively.

Antwoord van Vitaly Design

23 jul 2026

Hi Teresa,

We're sorry to hear there might be a problem with your order tracking. A lot of the time, this is a matter of an issue with the delivery carrier having a delay or losing a package.

If you contact our support team, we'll make sure your order gets to you by one means or another. If your order is lost, we can reship it to you.

We're not sure if you have tried to contact our support team yet, but if you haven't, please reach out to us by email directly at info@vitalydesign.com.

Antwoord van Vitaly Design

23 jul 2026

Hi there,

Thank you for taking the time to share your feedback. We're sorry to hear that your order did not meet your expectations, and we understand how disappointing it is to believe an item was missing from your shipment.

When your claim was received, our team conducted a thorough review of the order, including the fulfillment records and shipping documentation associated with your package. Based on that investigation, we were unable to substantiate that the ring was omitted from the shipment, which is why we were unable to approve a refund. These decisions are never made lightly and are based on the available evidence to ensure claims are handled fairly and consistently for all customers.

We understand that this was not the outcome you were hoping for, but our responsibility is to make decisions based on the information available during our investigation. We appreciate your feedback and remain committed to reviewing every missing-item claim carefully and objectively.

Antwoord van Vitaly Design

20 jul 2026

Hi Mario,

Thank you for taking the time to share your experience, and for being a longtime Vitaly customer. We understand how disappointing it is to realize an order was placed using an outdated shipping address, particularly when it was intended as a birthday gift.

After reviewing your order, we confirmed that it was fulfilled and delivered exactly as addressed at the time of checkout. While we appreciate that the incorrect shipping address was entered unintentionally, the accuracy of the shipping information submitted with an order is ultimately the responsibility of the customer. Once an order has been successfully delivered to the address provided, we are unable to assume liability for the package or provide a complimentary replacement, as there was no error in the fulfillment or delivery process.

Had you contacted us right after placing your order, we would have taken emergency measures to update your shipping address. However, we were not notified of your shipping issue until 13 calendar days after placing your order, and nearly a full week after it was delivered. Under these circumstances, there was nothing we could do to prevent the delivery issue.

We recognize that you were hoping for a one-time exception, and we appreciate that you acknowledged the address error originated during checkout. Our policies are designed to be applied consistently to every order to ensure fairness for all customers. While we're sorry this wasn't the outcome you were hoping for, our decision was based on the circumstances of the delivery rather than your history with our brand.

We sincerely appreciate your support over the years and regret that this experience has impacted your perception of Vitaly.

Antwoord van Vitaly Design

6 jul 2026

Hello Matthew,

Thank you for taking the time to share your feedback. We're sorry to hear that you were disappointed with your experience. We understand how frustrating it is when there is uncertainty surrounding a delivery.

After reviewing your case, we confirmed that the order was shipped to the shipping address provided at checkout and that the delivery information supplied by the carrier indicated the package was successfully delivered. Based on the information available from both our shipping records and the carrier's tracking data, we were unable to verify that the package had been delivered to an incorrect address or that an error had occurred during fulfillment or transit. For that reason, we were not able to authorize a replacement shipment.

We appreciate that this was not the outcome you were hoping for. While we always want to help where possible, we also have a responsibility to rely on the information provided by our fulfillment systems and shipping partners when reviewing delivery disputes. We remain committed to handling these situations fairly and consistently for all of our customers.

Antwoord van Vitaly Design

17 jun 2026

Hello Josefina,

Thank you for bringing these concerns to our attention. Please note that our customer support team is active 7 days a week and have a typical response time of less than 24 hours.

If you have not received a response from our team, the most likely scenario is that you are contacting the wrong email inbox, or our replies have been routed to your spam folder.

If you are waiting on a refund due to a return shipment, please note that most return shipments require up to one calendar week after delivery to our warehouse in order to be inspected and processed by our return team. Once a refund is submitted, your bank will take care of the reinstatement of the funds, which may take up to 10 business days, depending on your payment provider.

Please ensure you are emailing us directly at info@vitalydesign.com for further assistance. Our support team is standing by, prepared to assist you. Thank you.