FAQs

Do you use real gold?

Absolutely. We only use real gold plating on all of our gold pieces. Underneath, we use pure 925 sterling silver so that you can wear this piece and never worry about any fading or tarnishing.

What is my tracking number?

The tracking number becomes available to you as soon as it is updated by our shipping partner, which usually takes between 1-3 business days. Please do reach out to us if you haven’t received yours after 7 days by contacting support. In rare situations, the tracking number is not available due to external factors that we cannot control. 

How long does it take to process and ship my order?

 All orders are processed & shipped as soon as possible, depending on the fastest shipping method available to your location. We typically process and fulfill the order the day it is placed, and it is shipped within the span of 1-3 business days. Depending on your location, you might receive items much earlier. Please allow extra time during our busy season as postal delays are out of our control. Additional factors such as distance, customs, natural disasters may cause further postal delays. If your package does not arrive you are eligible for a refund or replacement. Please reach out to support@vistazo.co for additional assistance in this matter. 

Are there any customs fees or import duties involved?

Depending on your location and laws in your area, you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its destination, which are determined by your local customs office. Please seek additional guidance based on your location and the associated import laws. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

 What payment methods does Vistazo accept?

We accept American Express, Visa, MasterCard, as well the service of Apple Pay as form of payments.

What if I receive a defective product?

If a product received has manufacturing defects, buyers have the right to request a product replacement within 14 days of receiving the item. If the case is deemed valid, we will cover related costs to deliver a replacement. 

If this happens to you, please reach out with:

    - Your order number.

    - A picture of the damaged product.

Please be aware to send this details within 24 hours after delivery to support@vistazo.co, otherwise we can't accept the refund. For more information regarding refund policy, please visit our Refund Policy 

Can I cancel my order? 

Unfortunately, we cannot cancel your order once it is shipped. Therefore, if you need to makes changes to your order, or completely cancel it, you will need to contact us about it within 24 hours of placing the order. Furthermore, it is possible for us to change the delivery details, your name, email or phone number if needed if the order has not been shipped yet.