Contact & Customer Support

COMPANY

PRODUCTS & CARE

Shipping

RETURNS & EXCHANGES

Prescription

Engraving

• Where are you located? Do you have any stores?

  Vincero Collective was born in Seattle, Washington. While the Pacific Northwest has our roots, our design headquarters is in downtown San Diego, California. We don't have any permanent stores but we have done seasonal shops in both Los Angeles & New York City. More locations are in the works!

• Why are you called Vincero?

  Vincero meaning 'to conquer' is an ode to the famous saying, "I came. I saw. I conquered." Here at Vincero we create products for those unstoppable individuals who understand your legacy starts at the edge of your comfort zone. Time is what you make it and wearing a Vincero reminds you to #LiveDayOne.

• Do you offer a warranty?

  Yes, our porducts are backed by our lifetime gaurantee that covers manufacturer's defects for the life of the product. If the parts or mechanics don't work properly, and it's our fault, we will repair or replace your product for free. However, this does not cover any abuse you might put your product through on your own. The warranty does not cover water damage, normal wear and tear, batteries, accidental glass damage, scratches, strap damage, or theft. More questions? Give us a call: +1 (888) 874-3450 11am-2pm PST Monday-Thursday.

  You can read more about our warranty HERE.

• What is the Day One Accident Program?

  If you break any of pair of Vincero sunglasses, we will replace them with a brand new pair! In this case, please submit a request by emailing us at support@vincerocollective.com. Use the the subject line “Eyewear Protection Request: Order # XXXXX” to expedite your ticket.

  Proof of purchase will be required. Vincero Broken Protection only covers purchases directly placed on vincerocollective.com. Photos of the damaged item may also be required.All replacements will be charged a shipping and fulfillment fee, as outlined below:

  USA: $19.99

  CA, AU, UK: $24.99

  ALL OTHER COUNTRIES : $29.99

• What is covered and not covered by Day One Accident protection?

  Any pair of eyewear that is purchased on our vincerocollectice.com site after July 17th, 2023 is automatically covered by this program. The program covers any broken product no matter how they broke. In some cases, we will need to receive the broken pair to issue a new pair.

  Not Covered:

  Our program does not cover any prescription eyewear, lost items, or any items purchased by resellers or via other channels other than on our website vincerocollective.com.

• How many replacements can I get?

  You can obtain one replacement pair for each pair purchased. If your style is discontinued or sold out, you will be able to choose another style of the same or lesser value.

• What if I received a pair as a gift?

  If the gift was purchased directly through Vincero, please contact support@vincerocollective.com with the name of the person who gifted the frames and we’ll happily get your order information in order to process the replacement. ** Processing fees and terms and conditions subject to change.

• Where can I read truthful reviews of Vincero Products?

  All of our on-site reviews are genuine from verified online buyers. We gain reviews through a third party who sends out an email request after a customer purchases a product. To date we have over 35,000 5-Star review on Google and Amazon and you can read the reviews on our page HERE.

• If your products are the quality you say they are, why do they cost so little?

  You can develop extremely high quality products if you control every step of the process. That's why we source our own materials, from the leather and glass to the Italian marble. From there everything comes down to your quality control process. Unlike our competitors we hand-check every single product that comes off our line. That means a full-time employee of Vincero checks each product before it goes to packaging. This is the only way to ensure everything we ship out meets the quality standard that every customer deserves.

  Finally, we deliver all of our products direct to our customers. We charge what we need to, not what we can. It’s a straight-forward system, we think more people should follow.

• Is Vincero interested in my feedback?

  Yes, we are! If you have any suggestions, constructive criticism, or general feedback for the Vincero team, please do pass that along here.

WATCH SPECS

• What kind of stainless steel do you use in your watches?

  All of our watches feature 316L surgical grade stainless steel.

• What kind of coating is used on your watches and will it tarnish?

  Our watches feature PVD coated stainless steel. It is wear, scratch and corrosion resistant. PVD coating is an innovation in the creation of colored stainless steel making the surface significantly harder and more durable in the process.

• Where can I find instructions for my watch?

  You can find instructions to all of our watch collections: HERE.

• What type of movements do you use?

  All of our watches feature premium Japanese movements from either Citizen Miyota or Seiko. You can find the specific movement for each timepiece on the product page under the SPECS dropdown.

• How do I re-size my watch?

  In order to adjust the size of your watch, we strongly recommend that you bring it to a watch repair shop (ideal option), or virtually any jewelry store at your local mall. They have the correct tools necessary to size the watch. Please note the arrows on the inside the band that identify which way to hammer the pins out of the watch. If you are a pro, you can do it yourself at home with a simple band changing kit from Amazon.

• How do I change straps?

  You can find instructions to all of our watch collections: HERE.

• What type of batteries do you use?

  All of our quartz watches are battery powered. If you bought an automatic timepiece, you don't need to worry about batteries;)

  

• What type of leather do you use?

  The majority of our bands are crafted from full-grain ECCO leather. What is ECCO Leather? Good question. Deemed the industry's experimental tannery, ecco leather is a global netowrk of scientists, designers and leatherworkers whose sole purpose is to bring an age-old tradition into a sustainable, future focused world.

• Are Vincero watches water resistant?

  Indeed, every watch we sell features at least a 5ATM level of water resistance. Feel free to wash your hands or come in contact small amounts of water (splash proof). Just know, swimming in general or diving off the coast of Thailand isn't what we mean by water resistant. Some of our higher priced watches do feature a 10 ATM level of water resistance. At this level of water resistance swimming/diving is encouraged.

• Are your watches luminous?

  The majority of all our watches feature a luminous element. You can find the specific lume for each timepiece listed under the SPECS section on the product page. Many of our active collections feature Swiss Lume technology, which creates a stronger luminous effect and the ability to tell time in darkness. This lume works on a 3:1 ratio of light to darkness. For example, if the watch is exposed to sunlight for 30 minutes, the lume would be activated for about 10 minutes.

• How do I reset the second hand?

  Pull the crown all the way out, press and hold down the button above the crown until the second hand is at the desired position. Push the crown all the way back in.

EYEWEAR SPECS

• Are they UV protected?

  Yes, they protect from 100% of UV light.

• What do polarized lenses do?

  The key function of polarized lenses in sunglasses is to reduce glare from the sun. But they can also make colors appear more vibrant, increase contrast, and even reduce the symptoms of eye strain. They’re especially useful if you spend a substantial amount of time outdoors, as you probably want to avoid glare while getting the best view of the scenery.

JEWELRY SPECS

• Do you use real gold and real sterling silver?

  Yes, we only use real 925 Sterling Silver and 14K Gold. Our Sterling Silver pieces are coated in rhodium (which is a member of the platinum family) that provides a strong and protective layer against tarnishing and adds luster and durability. Rhodium plating gives these silver pieces their shine, and ensures they don't scratch, dent, or corrode.

• Will the chains irritate my skin?

  We ensure there is no trace of nickel in any of our metal products. We only use pure silver and gold. If you develop a reaction due to hypersensitivity, please contact us as support@vincerocollective.com

• My item(s) are tarnished.

  Most items made of metal will tarnish overtime due to exposure to water, perfumes, soaps, and oils. You can remove the tarnish by lightly rubbing your item with a silver polishing cloth. Do not rub plated items too hard or you may remove the plating.

PRODUCT CARE

• How should I take care of my glasses or sunglasses?

  It is best to keep your glasses stored inside of your Vincero case. Avoid leaving your glasses in the heat.

• How should I take care of my jewelry?

  Always store your pieces. Products must be stored properly to avoid tangles, bends or breaks. We suggest storing your pieces in individual pouches, separate from one another, clasped, laid flat or hung.

• How should I clean my jewelry?

  Gently clean your jewelry with a soft, dry cotton cloth to renew its shine.

• What can erode or dull my jewelry?

  It is best to avoid contact with cleaning agents, beauty products, and anything containing derivatives of alcohol.

• How do I care for my leather accessories?

  If you spill water on your leather goods, gently wipe the excess moisture away with a clean cloth and let the leather dry on its own away from sunlight.

• Are your bags waterproof?

  The Commuter backpack is in fact weatherproof. The fabric is double PU coated and the zippers have a PU coating as well.

• How do I clean my bag?

  You can clean it by hand-washing with warm water. Most dirt can be easily removed using a damp washcloth. If water alone doesn't remove your stain and/or odor, try using a mild detergent (a very small bit of dish or laundry soap) or an outdoor-gear-specific cleaner like Nikwax. Afterwards, rinse with warm water. If the stain/order is still present after the first rinse, repeat the hand wash, and gently scrub it with a soft-bristled brush. Rinse and repeat as needed.

• How should I take care of my watch?

  Exposing your watch to chemicals like soap, detergents, cosmetics and perfumes can damage your watch case or strap. Wait until creams or perfume dry completely on your skin before wearing your watch.

• When do you ship?

  We send orders out Monday-Friday 8:00am-5:00pm PST excluding holidays. If you order before 9am PST, then it will ship same day. Once your product has left our warehouse you will receive a confirmation email with a tracking number.

• Do you ship internationally?

  With customers all around the world, we are happy to send our products to anywhere that has an address or P.O box. For International orders shipping rates will be provided at checkout, but do not include potential charges from customs. Your local government may also charge VAT and/or customs duties. Our support team is eager to address any questions you have. If you have any questions or want to confirm that we ship to your country, please send us an email at support@vincerocollective.com!

• Will I have to pay taxes and duties?

  Great question! Duties and Taxes are already included in the price. Therefore, you won’t be charged any duties or taxes when you order from us. We take care of everything and make sure our packages are sent out without any additional fees. If you have any additional questions please reach out to us at support@vincerocollective.com.

• How long do I have to change or cancel my order?

  Please contact us immediately at support@vincerocollective.com if you need to make any changes to your order. Once your package has shipped, we can't make any further changes.

• What are your average delivery times?

  Please see our SHIPPING PAGE for a breakdown of shipping options and delivery times.

• How do I track my order?

  Once your order has shipped, you will receive tracking information via email. If you can't find that email, email us at support@vincerocollective.com and we will forward you your tracking information.

• My tracking number isn't working. What should I do?

  New tracking numbers usually take up to 24 hours to activate from the time you receive your shipping confirmation. If it's been more than 24 hours and your tracking number still isn't working, email us at support@vincerocollective.com and we'll help ensure you get your package!

• If my product is preorder will my other items ship?

  It depends. If you would like your order split into two shipments, please let us know immediately at support@vincerocollective.com and we will adjust your order accordingly.

• What is your return/exchange policy?

  If you are not 100% satisfied with your purchase, you can return it to us within 365 days free of charge. Please note that items returned within 365 days can be refunded to the original payment source.

  Returns are only accepted for items purchased directly from the Vincero website. Returned items must be received in new, unused and re-sellable condition. The original packaging and any protective coverings and product information must still be on the product and in the packaging. Shipping costs of returned items are non-refundable.

  Returns of prescription eyewear are allowed (for a refund or store credit) and require a $20 restocking fee. We guarantee our lab work, and will rework any prescription at our cost if there is an issue.

  Please view our full return policy HERE.

• How do I exchange or return a product?

  We want you to love your product — pretty simple, right? If not, you can exchange or return it so long as:

  1. Your items are unworn, undamaged, in re-sellable condition, (i.e. no creases on band), and in their original packaging.

  2. Your return request is submitted within 365 days of receiving your original order.

  Please view our full return policy HERE.

• How soon will I get my refund?

  You should receive your refund within two weeks of us receiving the return.

• Who covers the cost of the return?

  Shipping costs for returns are $12.99 and are non-refundable. If you have any questions about a return please send us an email at support@vincerocollective.com. We are more than happy to help!

• Can I return a product I purchased on sale?

  Unfortunately, all sale items on the last call page are final sale. We will not be accepting returns or exchanges for these items. Surplus products still come with our 5-year manufacturer’s warranty. If you have any questions please reach out to support@vincerocollective.com.

• Are there are discount exclusions?

  Yes, during sale periods discounts will not apply to already marked down products and you are also unable to apply discount codes during sale periods.

• Are international orders eligible for return?

  Yes, as long as the product is unused and in its original packaging, we will gladly accept the return. If the item has been unwrapped and/or comes without packaging and shows other signs of use, we may not be able to accept your return.

• My prescription expired. Can you refill my order based on my old prescription?

  We are unable to fulfill orders with expired prescriptions, but you can renew your prescription with a quick online test through Visibly!

• How long does it take for a prescription order to be made?

  Once you have placed your Rx order, you may be contacted by our team to verify or provide additional prescription information. Once this information is received, your order will be submitted to our lab. Prescription orders and over the counter customer readers lab processing can take up to 3 weeks to process with our lab and then they are shipped to you. Once your order is on its way, you will receive an email letting you know that it has shipped and will include a tracking number.

• What type of lenses do you offer?

  We offer premium polycarbonate lenses with every order which includes anti-reflective coating, anti-scratch coating, hydrophobic coating and UV protection. You can also upgrade to a ultra thin 1.60 lens material for stronger prescriptions.

• Should I get thin, high index glasses?

  If your prescription is stronger than -4.00, it would be beneficial to get thin, high-index lenses to decrease the thickness and weight.

• What is PD?

  Pupillary Distance is the distance in millimeters between your pupils. We will need one to accurately input your prescription, as an inaccurate measurement can result in blurry vision or double images. You can measure your PD at checkout or contact your eye doctor to get your measurement from them!

  

• Can I use contact lens prescription for ordering glasses?

  Contact lens prescriptions are different from eyeglasses prescriptions and cannot be used to make a pair of glasses.

• Can I order lenses by themself?

  We currently only offer frames with lenses. We do not sell lenses or frames separately.

• How do I read my prescription?

  OS (Oculus Sinister) means the left eye and OD (Oculus Dextrus) means the right eye. The further away from zero the number on your prescription, the worse your eyesight and the more vision correction (stronger prescription) you need. A “plus” (+) sign means you are farsighted, while a “minus” (-) sign means you are nearsighted. If there are three numbers in your prescription, you have astigmatism. These numbers are written as Sphere x Cylinder x Axis. The sphere refers to nearsightedness or farsightedness discussed previously. The cylinder refers to an astigmatism and can be a negative or a positive number. The bigger this number, the more astigmatism you have. The Axis is a number anywhere between 0 and 180 degrees. It reveals the orientation of your astigmatism. If you have detailed questions about reading your prescription, please contact us at support@vincerocollective.com

• Will this work with my insurance?

  We’ll automatically provide you with an itemized receipt so you can request reimbursement from your insurance provider based on your plan.

• Do you offer prescription sunglasses?

  Yes, all of our prescription frames can be customized to come with precription sunglass lenses.

• Can polarized lenses carry a prescription?

  Yes. You can upgrade your prescription to include polarized lenses.

• Can prescription frames be returned?

  Due to these lenses being completely unique to the customer and therefore being unusable, we are unable to accept returns.

• How do I know what size to order?

  You are welcome to reach out to our support team at support@vincerocollective.com, and one of our customer experience specialists will be happy to help you find a frame.

• What part of the watch can you engrave?

  We only offer engraving on the casebacks of our watches.

• Can I choose between different fonts?

  At the moment, we are only offering one font and it can be previewed in the engraving pop up.

• What watches can be engraved?

  Currently, we only offer engraving on the Chrono-S, Kairos, Eros, and Eros Petite collections. We are working to add more collections.

• Can I return a watch that has been engraved?

  Customized watches are not eligible for returns. However, they are still covered under warranty and can be sent in for repairs.

• How long does it take to ship an engraved watch?

  We aim to process your engraving within 48 hours. However, we suggest adding an additional 2-3 business days to your selected shipping method. There may be longer delays during the holidays as it is all done in house. Please note: domestic orders with overnight shipping will still take 2-3 business days to engrave. Once the item is complete, the watch will be shipped via Fedex Expedited shipping.

• Is overnight shipping available for international engraving orders?

  No. We don't currently offer international overnight shipping on engraving orders.

• Can I rush order a watch with engraving?

  At this time we don't support expedited engraving. All of our engraving orders are processed on a first come first serve basis.

• Oh no! I made a spelling error or I want my message to be changed. How long after I place my order do I have to contact support for revisions?

  Our goal is to get every order correct. Our internal team audits all messaging prior to engraving. If you believe you made a spelling mistake or would like to change the phrase, please reach out to our support staff ASAP at support@vincerocollective.com. We cannot promise your change request will be honored, but the sooner the request has been made the better chance we will have.

• I want to place an order for a larger group. How can I do this?

  Contact support@vincerocollective.com and we’ll get you squared away!