Fractal

Hi Anna H.,

Thank you for sharing your detailed feedback about the Fractal earrings. We're sorry to hear that the product didn't meet your expectations regarding the level of detail and definition you were anticipating based on our product images.

We understand your disappointment in the difference between the mockups and the actual product you received, particularly concerning the edge definition and detailed features. Product representation accuracy is extremely important to us, and we take this feedback very seriously.

We will share your observations with our photography and production teams to ensure our product images more accurately reflect the final pieces our customers receive. This kind of specific feedback helps us improve both our product presentation and manufacturing processes.

We greatly appreciate you taking the time to bring this to our attention, as it helps us maintain transparency and improve our customer experience.

Hi James K.,

Thank you for your feedback regarding your Fractal earrings. We sincerely apologize that they arrived with broken locking arms due to poor soldering. The durability and craftsmanship of our pieces are extremely important to us, so we take issues like this very seriously.

While our clearance items are typically final sale, receiving a defective product falls outside of our normal policy parameters. This type of manufacturing defect should not occur with any of our pieces, and it falls well below our quality standards.

We greatly appreciate you bringing this issue to our attention, as it helps us identify areas for improvement in our manufacturing processes. Our support team would be happy to assist you with a warranty claim to ensure you receive a piece that meets our quality standards. Please reach out to info@vitalydesign.com to begin.

Thank you for taking the time to share your experience with us.