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Help Section.

FAQs

💬 Frequently Asked Questions (FAQ)

Need help? Please read this page first — most questions are answered here for quicker support.

Why we prefer Live Chat (even over email)

To protect your data and speed things up, we handle support through our website’s Live Chat. This lets us verify you’re the genuine customer and instantly view your order in one secure place. Messages on email/Instagram/TikTok can be filtered or missed — Live Chat keeps everything together so we can help quickly and safely. 👼🤍✨☁️

Live Chat Hours: Monday–Friday, 10am–5pm
Typical reply time: 24–48 hours

Email (for exceptional cases): help@vevaboutique.com — we may move the conversation to Live Chat to verify your identity and access your order.


💎 Orders & Delivery

➕ 1. Where is my order?

👼 Check your dispatch email for your tracking link. Can’t find it? Share your order number on Live Chat and we’ll help you locate it. 🤍✨

➕ 2. How long does delivery take?

✨ Orders are usually dispatched within 1–2 working days. We ship via Royal Mail Tracked 48, which typically arrives within 2–3 working days. ☁️

➕ 3. Do you ship internationally?

🤍 We currently ship within the UK only. Hopefully, international shipping will be available in the future! 👼

➕ 4. How can I track my order?

☁️ Once your order has been shipped, you’ll receive an email with your tracking number and a direct link to follow your parcel’s journey. ✨

➕ 5. My order hasn’t arrived — what should I do?

👼 Please allow the full delivery window. If it’s been longer than expected, share your order number and we’ll look into it straight away. 🤍

➕ 6. Can I change my delivery address?

☁️ For security reasons, we can’t change addresses after checkout. If your order hasn’t shipped yet, we can cancel so you can place a new order with the correct address. 🤍

➕ 7. Can I cancel my order?

👼 If your order hasn’t been dispatched, we’ll do our best to cancel it. Once shipped, it can’t be cancelled.

⚠️ Mystery Bags can’t be cancelled or refunded — they’re part of our Stick or Twist game, and what you receive is final. ☁️

➕ 8. Do you offer next-day delivery?

🤍 Not currently. All orders are sent via Tracked 48, which usually arrives within 2–3 working days. ✨


🤍 Returns & Exchanges

➕ 9. How do I return an item?

☁️ We don’t accept general returns, but if you’ve received a faulty item, contact us via Live Chat or email help@vevaboutique.com and we’ll guide you on next steps. 👼

➕ 10. Can I exchange something?

🤍 We don’t offer exchanges. If your item arrived faulty, please reach out and we’ll make it right. ✨

➕ 11. What if my jewellery arrives damaged?

👼 So sorry! Send a clear photo, your order number, and the date you received your parcel via Live Chat within 48 hours of delivery, and we’ll resolve it quickly. ☁️

➕ 12. How long do refunds take?

✨ Refunds are processed once your claim is approved. Funds usually appear within 3–5 working days. 🤍


✨ Products & Stock

➕ 13. What’s your bestseller?

👼 The Stick or Twist Mystery Bag — available only while we’re live on TikTok.
Shop link (when live): Mystery Jewellery Bag
Join us: @veva.boutique 🤍☁️

➕ 14. Will sold-out items come back in stock?

☁️ Often, yes! Tap “Notify Me” on the product page to get an email as soon as it’s restocked. ✨

➕ 15. Are your products real gold/silver?

🤍 Our jewellery is crafted from premium materials such as sterling silver, stainless steel, and gold plating — chosen for durability, shine, and comfort. 👼

➕ 16. How should I care for my jewellery?
  • ✨ Keep away from water, perfume, and lotions.
  • ☁️ Store in a dry place or a soft pouch.
  • 🤍 Polish regularly with a soft, dry cloth.
➕ 17. Do you offer gift packaging?

🤍 Yes! Every order is beautifully packaged, and gift boxes/pouches are available for an extra elegant touch. 👼

➕ 18. Do you have matching sets?

☁️ We do! Many necklaces, bracelets, and earrings are designed to pair perfectly. Explore our collections for matching sets. ✨


☁️ TikTok & Mystery Bags

➕ 19. What is the Stick or Twist Mystery Bag?

🤍 Our fan-favourite mystery experience — each bag contains surprise luxury jewellery worth more than the price you pay. Available exclusively during TikTok Lives. ✨

➕ 20. When are your next TikTok Lives?

👼 We go live regularly on TikTok @veva.boutique — follow to get notified every time we start. ☁️

➕ 21. Can I buy the Mystery Bag outside TikTok Live?

✨ Mystery Bags are exclusive to TikTok Live events — join our next stream for your chance to grab one. 🤍


👼 General / Support

➕ 22. How can I contact you?

🤍 Please use Live Chat on our website for the fastest, most secure support. You can also email help@vevaboutique.com, but we may ask you to move to Live Chat so we can verify your identity and view your order. ✨

➕ 23. What are your customer service hours?

☁️ We usually reply within 24–48 hours, Monday–Friday. During busy times (like TikTok Lives), replies may take a little longer. 👼

➕ 24. Do you offer discounts or promo codes?

👼 Yes! Use code VEVALOYAL10 for 10% off. ✨ Plus, when you buy a Cloud Case, you’ll receive an exclusive 20% off code for your next purchase. 🤍

➕ 25. How do I become a brand ambassador or affiliate?

☁️ We love collaborating! Email help@vevaboutique.com with your socials and a short intro — our team reviews new partners regularly. ✨

➕ 26. Where are you based?

🤍 We’re proudly based in the UK, and all orders are shipped from our boutique here. We currently ship within the UK only. 👼

➕ 27. How do I sign up for updates or restocks?

✨ Subscribe to our newsletter or follow us on TikTok @veva.boutique to stay updated on new drops, restocks, and exclusives. ☁️🤍


Thank you for shopping with VevaBoutique 👼🤍✨☁️

Contact Us

📲 Contact Us

Need help with your order? We’re here to support you — but please make sure to read our FAQs first as most questions are answered there for quicker help 💌

💬 How to Contact Us

The ONLY way to get in touch is through our Live Chat on the Veva Boutique website.

  • 🕒 Live Chat Hours: Monday to Friday, 10am – 5pm
  • ⏳ Response Time: 24–48 hours

We do not respond to:

  • Emails
  • Instagram DMs
  • TikTok messages

These platforms filter or hide messages, and we may never see them — so please don’t message us there!

If you message us anywhere other than Live Chat and don’t follow up correctly, we won’t be able to help once 48 hours have passed after delivery. Live Chat must be your first and only contact method.

📦 Need Your Tracking Number?

We don’t send tracking automatically to everyone.

If you’d like your tracking, just message us on Live Chat with your name and say:

“What’s my tracking number?”

We’ll get it to you manually — easy peasy 💖

Search Filter Help

How to Use Search and Filters on Our Website

To help you find what you’re looking for quickly and efficiently, we have implemented powerful search function and variety of filters. This guide will walk you through how to use search and filters.

How to Search on Our Website

Search allows you to quickly find specific items you’re looking for by simply typing in keywords or phrases for example name of the product, type or brand with immediate and relevant results.

  1. Locate the Search Icon: Look for the magnifying glass icon (🔍) on our website.
  2. Open the Search Bar: Click on the magnifying glass icon. A search bar will appear.
  3. Enter Your Query: Type the name or description of the item you're looking for into the search bar.
  4. Select from the Suggestions: As you type, a list of suggested items will appear in a dropdown menu below the search bar. You can click on an item in this list to go directly to its page.
  5. View More Results: If you want to see more results for your search, press 'Enter' after typing your query. This will take you to a Search Results Page with a broader selection of items.
  6. Use Filters: On the Search Results Page, you can apply filters to narrow down the results and find your desired item more easily.

How to Apply Filters on Our Website

Filters are a powerful tool that can help you narrow down your search results based on specific criteria, such as price range, category, brand, color, size, customer rating, gender, discount, and more.

  1. Perform a Search or Open a Collection: Start by performing a search or opening a collection on our website.
  2. Locate the Filter Option: Look for the 'Filter' option, usually located on the side or top of the page.
  3. Apply a Filter: Click on the filter you want to apply. For example, if you're shopping for clothes and only want to see items in a certain size, click on the 'Size' filter and select your size.
  4. Apply Multiple Filters: You can apply multiple filters to narrow down your search results even further. For example, you could apply filters for 'Size', 'Color', and 'Price Range' at the same time to find the perfect item.
  5. Change or Clear Filters: If you want to change or clear your filters, look for a cross on top to deselect that filter and to reset click on ‘Clear’.

🌟 Leave a Review

We absolutely love hearing what you think — your feedback means the world to us and helps other customers shop with confidence 💖

💬 How to Leave a Review:

Once your order arrives, you’ll receive a review request email. Just click the link and share your thoughts — whether it’s a quick “in love!” or a full breakdown of your faves ✨

You can also leave a review directly on the product page of the item you purchased:

  1. Go to the product on our website
  2. Scroll down to the “Write a Review” section
  3. Leave your star rating + comment — done! 🌟

Every review supports our small business more than you know. Thank you for helping Veva Boutique grow — one sparkle at a time 💌

Thank you for taking the time to learn how to use our search and filters. We hope this guide makes your shopping experience on our website more enjoyable and efficient. Happy shopping!