Vecino Custom is headquartered in Porto, Portugal.
All processes, including customer support, photo editing, engraving, and packaging, are carried out by our team here. 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 €75,shipping is free.

• Check your email to make sure you received your order confirmation. You'll find your order number there.
• Once your jewelry is ready, you'll receive your tracking code via email.

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 it seems that you can't find it try to check your SPAM folder in your email.
• If you still can't find the email we sent, please contact us

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

• Portugal: 1 day
• Spain: 1-2 days
• United States: 2-3 days
• France, Italy, Germany, Netherlands, Belgium: 2-4 days
• Rest of Europe (including the UK): 3-7 days
• Rest of the World: Up to 10 days

Please fill out this form. We'll carefully review the situation and send you a replacement product to you as soon as possible.

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 fill out the form.

To cancel or modify your order, you must notify us within 24 hours of placing it.

As our jewelry is custom-made, we do not accept returns. However, if you have an issue or feel unsatisfied with your jewelry, please fill out the form , and we will review your issue/ situation.

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.

Every Vecino Custom piece comes with a 1 year warranty that covers manufacturing defects.

Such as faulty clasps, engraving errors, or structural issues.

Some of our products include a Lifetime Warranty tag.

This means they’re covered for life against any engraving fading or damage.

If your engraving ever wears off or loses visibility, we’ll replace it free of charge.

Products that include lifetime engraving protection are clearly marked with a “Lifetime Warranty” tag on the product page.

If your product doesn’t have this tag, it’s covered by our standard 1-year warranty.

If you believe your piece qualifies for a replacement, please fill out the form

Our support team will review your request and get back to you within 1–2 business days.

We recommend removing your jewelry before swimming or showering.

Although our pieces are made from high-quality stainless steel, sterling silver, or gold plating, avoiding constant water exposure helps preserve their shine even longer.

Gently wipe your piece with a soft, dry cloth.

Avoid harsh chemicals, jewelry cleaners, or abrasive materials — they can damage the finish or surface details.

No. pieces that include the Lifetime Warranty tag will never rust, oxidize, or lose their engraving, no matter the material used.

Our engravings are deep, permanent, and designed to last forever.

Even for products without the lifetime warranty, proper care ensures long-lasting shine and durability.

Keep your jewelry in a dry, safe place, ideally inside your Vecino Custom box or a soft pouch.

Avoid humid environments (like bathrooms) and contact with other metal objects to prevent scratches.