Vecino Custom is headquartered in Porto, Portugal.
All processes, including customer support, photo editing, engraving, and packaging, are carried out by our team. We take full responsibility and are fully involved in every stage of your order.

We have agreements with various shipping carriers (UPS, FEDEX, CTT EXPRESSO), allowing us to always choose the most economical, sustainable, and efficient service for each destination country.

We ship from Portugal 🇵🇹 to the entire world.

Shipping costs are calculated at checkout. For orders over €50, shipping is free.

• Check your email to ensure you received your order confirmation. You'll find your order number there.
• Once your jewelry is ready, you will receive your tracking code via email, which you can use to track your order.

Absolutely! Simply visit the TRACK ORDER page and enter the tracking code sent to your email once your jewelry has been shipped.

• You will receive your tracking code after we have created and shipped your jewelry.
• If you don’t see it, check your SPAM folder.
• If it’s still not there, please contact us.

As personalized jewelry is made exclusively to order, the processing and creation time is up to 3 days. Once shipped, the transit time depends on your location:

• Portugal: 1 day
• Spain: 1-2 days
• United States, Canada: 2-3 days
• France, Italy, Germany, Netherlands, Belgium: 2-4 days
• Rest of Europe (including the UK): 3-7 days

Please email us at help@vecinocustom.com, and we will immediately send you a replacement!

• If the photo you uploaded does not meet our PHOTO GUIDELINES, unfortunately, you are not eligible for a replacement.
• However, if the photo meets the guidelines and our production team made a poor engraving despite having a great photo, we will send you a free replacement.
• Please email us at help@vecinocustom.com.

• To cancel or modify your order, you must notify us within 24 hours of placing it.
• Once you contact us, we’ll check whether processing has begun:

A refund is only possible if your order is lost in transit.

As our jewelry is custom-made, we do not accept returns. However, if you have an issue or are unsatisfied with your jewelry, please email us at help@vecinocustom.com, and we will review your case.

Keep in mind that, as stated in our product pages, we are not responsible for the photos you upload. If the uploaded photo does not meet our quality standards, we cannot offer returns or refunds for dissatisfaction or engraving inaccuracies.