Veraname — Frequently Asked Questions 

Effective date: 21 August 2025

All support is via email only → support@veraname.com

Quick answers

• Production time: 7–14 business days (made to order)

• Edit/cancel window: 12 hours after purchase (email us)

• Personalisation: Leave the CUSTOM NAME AT CART MESSAGE (use Left: [Name] / Right: [Name] if different)

• Tracking: AliExpress Orders, Cainiao, 17TRACK, Parcels, AfterShip

• Returns: Custom items not returnable for change of mind; faults corrected with remake or refund

• Guarantee: 180‑day craftsmanship & plating guarantee

Ordering & Personalisation

Q1. How do I place a custom order?
Choose gold‑tone or silver‑tone, then LEAVE THE CUSTOM NAME AT CHECKOUT MESSAGE exactly as you want it made. If the studs should differ, write: Left: [Name] / Right: [Name].

Q2. Can left and right earrings be different names?
Yes. Specify clearly using the left/right format above.

Q3. What if I forget to leave a name?
We’ll place your order on hold for 48 hours and email you. If we don’t hear back, we may use the shipping name to avoid delay.

Q4. Do you send a design proof before production?
Not by default. If you need one, email support@veraname.com within the 12‑hour edit window and we’ll confirm if it’s possible.

Q5. Which characters can I use (accents, hyphens, apostrophes)?
Most standard name characters are fine (including many accents). If your name uses special symbols or non‑Latin scripts, email us first so we can advise before you order.

Q6. Is there a letter limit?
Very long names may be crafted slightly smaller for balance. If we foresee any readability issue, we’ll email you before production.

Materials, Comfort & Care

Q7. What are the earrings made of?
A solid stainless‑steel core with thick gold‑tone or silver‑tone plating. No precious metals.

Q8. Are they hypoallergenic and water‑safe?
Yes—stainless‑steel base, designed for everyday wear (including bathing and swimming).

Q9. Will they tarnish or fade?
They’re designed not to tarnish, chip, or fade in normal use. See our 180‑day guarantee.

Q10. Any care tips?
Rinse after swimming, pat dry, and store individually to avoid scratches. Avoid harsh chemicals (bleach, hair dye, chlorine tablets).

Sizing & Style

Q11. How big are the studs?
We proportion each stud to your name for a balanced look. Size varies slightly by letter count and style.

Q12. Can I request a specific font or style?
Email us during the 12‑hour edit window; we’ll confirm what’s possible. Minor stylistic tweaks may be available.

Production, Shipping & Delivery

Q13. How long does production take?
7–14 business days (Mon–Fri, excluding UK public holidays).

Q14. Does expedited shipping speed up production?
No. It only shortens transit time after dispatch.

Q15. How do I track my parcel?
You’ll receive tracking (where available) at:

• 17TRACK (17track.net)

• Parcels (parcelsapp.com)

• AfterShip (track.aftership.com)

Q16. Do you ship internationally? Will I pay duties?
Yes, we ship globally. Import taxes/duties/fees are payable by you and vary by country.

Q17. My gift is time‑sensitive—can you rush it?
We can’t guarantee rush production, but email us and we’ll do our best. Choose expedited shipping at checkout.

Q18. When is a parcel considered lost?
If there are no tracking updates for 20 business days (UK) or 30 business days (international), we’ll treat it as lost and offer a replacement or refund.

Q19. What if my address was incorrect?
Returned/undeliverable orders can be re‑shipped once new postage is paid. Original shipping fees are non‑refundable.

Returns, Refunds & Guarantees

Q20. Can I cancel or edit my order?
Yes—within 12 hours of purchase via support@veraname.com. After that, production usually begins.

Q21. Can I return personalised earrings?
Change‑of‑mind returns aren’t available once production starts (hygiene rules also apply). This doesn’t affect your statutory rights if an item is faulty.

Q22. What if there’s a mistake or damage on arrival?
Email us within 7 days of delivery with your order number and clear photos/video. We’ll remake or refund.

Q23. What’s the 180‑day guarantee?
Covers manufacturing defects and abnormal plating failure in normal wear. Excludes normal micro‑scratches, loss, chemical damage, misuse, and unauthorised repairs.

Q24. I entered the wrong name—help!
If production has started, ask about our discounted remake option. Email support@veraname.com with subject: “Remake Request – Order #[number]”.

Gifting & Packaging

Q25. Are the earrings gift‑ready?
Yes. Our packaging is gift‑ready, and price details are typically excluded from the packing slip (international customs forms may show values).

Q26. Can you include a gift note?
Add a gift message at checkout; we’ll include it where possible.

Orders & Billing

Q27. Where is my order confirmation?
Check your spam/junk folder. If still missing, email us with your name and the email used at checkout.

Q28. Can I get a VAT invoice?
Email support@veraname.com and we’ll provide one if applicable.

Privacy & Security

Q29. How do you handle my data?
We process your information in line with our Privacy Policy (UK). To exercise data rights, email support@veraname.com.

Still need help?

Email us at support@veraname.com.
For urgent post‑checkout name changes, include “URGENT – Name Update” and your order number in the subject line.