Frequently Asked Questions | VRAI

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Covid-19 Notice: We expect to dispatch in-stock jewelry orders within two business days. Made-to-order designs are currently taking 10-14 business days.
SHIPPING DETAILS
Standard Shipping
  • Free Ground shipping (2-7 business days) for all orders.
  • We process orders Monday-Friday (excluding holidays). Orders placed after 12pm PST will be processed the next business day.
  • Made to Order products are handcrafted and will be dispatched within 10-14 business days.
  • We do not deliver on weekends.
  • We cannot deliver to PO boxes.
Standard Shipping
  • Free Ground shipping (2-7 business days) for all orders.
  • We process orders Monday-Friday (excluding holidays). Orders placed after 12pm PST will be processed the next business day.
  • Made to Order products are handcrafted and will be dispatched within 10-14 business days.
  • We do not deliver on weekends.
  • We cannot deliver to PO boxes.
2-Day Shipping
  • Free 2-day shipping for all orders over $700 and all Made to Order Jewelry, Engagement and Wedding pieces.
  • $30 USD for all in-stock orders under $700.
  • We process orders Monday-Friday (excluding holidays). Orders placed after 12pm PST will be processed the next business day.
  • Made to Order products are handcrafted and will be dispatched within 10-14 business days.
  • We do not deliver on weekends.
  • We cannot deliver to PO boxes.
Overnight Shipping
  • $50 USD flat rate
  • Free Next Day shipping for all orders over $10,000 USD.
  • We process orders Monday-Friday (excluding holidays). Orders placed after 12pm PST will be processed the next business day.
  • Made to Order products are handcrafted and will be dispatched within 10-14 business days.
  • We do not deliver on weekends.
  • We cannot deliver to PO boxes.
International Shipping
  • International shipping is available (estimated 5-7 business days) and includes taxes and duties at checkout.
  • A signature is required upon delivery.
  • We process orders Monday-Friday (excluding holidays). Orders placed after 12pm PST will be processed the next business day.
  • Made to Order products are handcrafted and will be dispatched within 10-14 business days.
  • We do not deliver on weekends.
  • We cannot deliver to PO boxes.
Signature Requirement
• Orders under $1,500 USD do not require a signature. An optional signature can be added at checkout for $5 USD.

• Orders over $1,500 USD, Made To Order Jewelry, Engagement and Wedding pieces require a signature upon delivery.


Please note:
• We do not deliver on weekends
• Vrai cannot deliver to PO boxes

Frequently Asked Questions

COVID-19 Information

+ Shipping & Delivery

+ Resizing & Repairs

+ Can I still resize my Vrai engagement ring or wedding band?

To protect our customers and employees, we have paused resizing for the time being. Please check in with us by emailing hello@vrai.com. If your ring is much too large and can easily slip off your finger, we suggest removing and keeping it safe until we’re operating at normal capacity again.

+ Can I have my Vrai engagement ring, wedding band, or any other piece repaired during this time?

To protect our customers and employees, we have paused repairs for the time being. Please remove your jewelry and store it somewhere safe until we're able to assist. You can check in with us by emailing hello@vrai.com. If we’re already in the process of repairing your piece, there may be a slight delay in receiving it back. Please feel free to reach out hello@vrai.com for a status update.

+ Returns

+ Are you offering extended returns during this time?

In light of current global events, we encourage our customers to put their health and safety first. With that in mind, we’re temporarily changing our return policy so that it supports our team and our community. If you placed your order on or after April 1st, you have 60 days from the receipt of your package to initiate a return. If you're having trouble initiating your return online, please email hello@vrai.com. Please keep in mind, Final Sale designs cannot be returned or exchanged.

+ When can I expect my return to be processed?

Our Returns Team is still working hard to process returns within 7 business days of receiving your shipment. You’ll receive a refund notification once the return is complete.

Jewelry

+ Ordering

+ How fast are orders processed?
  • In-stock orders placed by 12:00pm PT Mon-Fri will ship that same day
  • In-stock orders placed after 12:00pm PT will ship the following business day
  • In-stock orders placed over the weekend will ship the following business day
  • Made To Order orders are crafted by hand and will ship within 10-14 business days
+ Can I update/cancel my order after placing?

We cannot update or cancel orders after they have shipped. You are able to cancel your made-to-order piece within 24 hours of placing the order. After that, it cannot be cancelled.

+ How long does shipping take?

Vrai offers complimentary US standard delivery (5-7 business days) for all orders.

All orders over $700 USD ship via complimentary two business day delivery.

All Made To Order Jewelry designs ship via complimentary two business day delivery service. Each item is crafted by hand and to order and ships within 14-18 business days of purchase. This estimate considers slights delays our manufacturer is experiencing during Covid-19.

Expedited and overnight delivery is available. Please note, we do not deliver on Saturdays or Sundays.

+ Why are last chance designs not restocked?

VRAI is retiring styles to make room for new designs. Last chance designs do not have any waitlist as they will not be restocked.

+ Shipping

+ How long does shipping take?

Orders less than $700 ship UPS Ground. UPS Ground usually arrives in 5-7 business days. Orders that are $700 and above ship UPS 2-Day Air. Orders placed with expedited shipping are processed same day when placed before 12:00 PM PST, Monday - Friday, excluding holidays. Please note, we do not deliver on Saturdays or Sundays.

+ Do you require a signature upon delivery?

Yes! Our wedding collection, any made-to-order designs and orders over $1500 require a signature upon delivery.

+ International Orders

+ Do you ship internationally?

Yes! We ship to Japan, Hong Kong, Singapore, South Korea, Taiwan, Germany, France, Italy, Netherlands, Norway, Denmark, Switzerland, Ireland, Sweden, United Kingdom, Canada and Australia, via DHL Express. We hope to expand to more international countries soon, so stay tuned!

+ Can I return my international order?

Your Vrai Jewelry can be returned for a full refund within 30 days of receiving it. At this time, Vrai cannot cover the cost of international return shipping. Please reach out to hello@vrai.com for instructions on how to package your jewelry for return, and our return shipping address. Vrai is not responsible for packages lost or stolen in transit coming back to us for a return. Vrai cannot reimburse duty/custom fees. This needs to be done with your local Customs office/agency.

+ Returns/Warranties

+ Materials

+ What makes up 14k gold?

To reach 14k gold, our gold is alloyed with copper and silver, making the breakdown the following-- 58.3% pure gold, 30% silver, and 11.7% copper. Please see our blog post for some more information about karatage!

+ Are your diamonds real?

Yes! We use Diamond Foundry created diamonds in our jewelry. Diamond Foundry utilizes 100% hydropower to create diamonds in plasma that are atomically and chemically identical to mined diamonds. Our diamonds have impeccable origin, are transparently priced and are created without the human and environmental toll of mining.

+ Jewelry Care

+ When should I remove my jewelry?

Your jewelry is made for everyday wear, but not everyday handling. We suggest necklaces, bracelets and earrings be put on and stay on for optimal use and wear. When we remove them for bed, workouts, and showering, they can get stretched out and weaken over time. For rings, gently remove from the side of the ring, never from the top stone, when you’re applying lotions, before a strenuous workout, or any other situation where the ring may become loose and fall off. Otherwise, rings can be worn to bed, in the shower, and to swim.

+ How should I clean my jewelry?

For a light cleaning, we recommend using a mild dish soap and warm water, or a branded jewelry wipe. For a deeper clean, we recommend using a Magnasonic cleaner, which is ideal for removing tiny particles that get trapped in hard to reach areas!

+ Retail Store

+ Do you have a store I can visit?

You are currently able to view our diamonds and engagement rings in Los Angeles by making an appointment here. We also sometimes pop-up in major cities across the country. You can also schedule a Virtual Engagement Appointment here.

Engagement & Wedding

+ Ordering

+ How long does it take to make a Vrai ring?

Each ring is made-to-order and crafted by hand, taking up to 14-18 business days to complete. This estimate considers slights delays our manufacturer is experiencing during Covid-19. Ready-to-Give engagement rings are available to ship within 1 business day.

+ How do I know my ring size?

We sell ring-sizers for you to use at home however, the most accurate way to determine your ring size is by visiting a local jeweler. If the proposal is a surprise, we recommend taking a favorite ring to a local jeweler to determine that size. We’ve written a blog on ring-sizing, which you can check out here!

+ Do you sell just the Vrai Wedding setting without the diamond? Can you set my stone?

It is important to us that we are able to trace each component of our rings back to their origin. For that reason, we only work with Diamond Foundry created diamonds and do not sell our settings without them, or set previously purchased diamonds into our settings.

+ Shipping

+ How long does shipping take?

For domestic orders, Vrai engagement rings and wedding bands ship with complimentary UPS 2-Day and require a signature upon delivery. We are able to overnight your ring to you as well, for an additional $50. Please see our International Orders policy for information on non-domestic orders.

+ Is my ring insured during shipment?

Yes, until the ring is marked as delivered, it is insured at its full retail value.

+ Do you require a signature upon delivery?

All Vrai Wedding orders require a signature upon delivery, there are no exceptions!

+ International Orders

+ Do you ship internationally?

Yes! We ship to Japan, Hong Kong, Singapore, South Korea, Taiwan, Germany, France, Italy, Netherlands, Norway, Denmark, Switzerland, Ireland, Sweden, United Kingdom, Canada and Australia, via DHL Express. Please note the customer is responsible for all duty/custom fees associated with the purchase. We hope to expand to more international countries soon, so stay tuned!

+ How long does international shipping take?

International Vrai wedding orders are shipped through DHL Express only, and can take anywhere from 2-5 business days to arrive. Tracking is sent to you upon shipment, so you can track your ring’s journey all the way to you!

+ Can I return my international order?

Your non-engraved engagement ring or wedding band is returnable within 30 days of receiving it. Please reach out to hello@vrai.com for return instructions! Each customer is permitted one return of an engagement ring. Any other engagement ring purchased through Vrai or Diamond Foundry will be a final sale once the first is returned.

Engraved engagement rings and wedding bands are returnable, but we are unable to offer a refund of the engraving fee.

Engagement rings and wedding bands that have been resized, or modified by a third-party jeweler are not eligible for return.

Please note at this time, Vrai is not able to assist with international return shipping, and return shipping is the responsibility of the customer. Vrai is not responsible for pieces lost in transit, and strongly advises using a trusted courier to send pieces back to us. After we validate your diamond, your refund will be issued, minus the corresponding restocking fee.

Vrai cannot reimburse duty/customs, or shipping fees. This needs to be done with your local Customs office or agency.

+ Can I request resizing if my order is international?

Vrai cannot accept international rings for resize at this time. Please work with a local, trusted jeweler to resize your ring. Resizing your internationally purchased ring with a different jeweler in no way voids your warranty with Vrai.

+ Can I request repair if my order is international?

Repairs are examined on a case-by-case basis. Please reach out to hello@vrai.com so we can see how we can help!

+ Returns/Warranties

+ What is your return policy?

All Vrai wedding purchases are eligible for complimentary return within 30 days of receiving the ring with approval and a shipping label from a Customer Experience Specialist.

Each customer is permitted one return of an engagement ring. Any other engagement ring purchased through Vrai or Diamond Foundry will be a final sale once the first is returned.

Engagement Rings and Wedding Bands that have been resized, or modified by a third-party jeweler are not eligible for return.

+ What is the warranty of the ring?

Vrai guarantees our rings to be free of manufacturing defects. If you believe your ring has a defect, you are able to send it back to us at anytime for inspection where we will repair or replace your ring as deemed appropriate. Manufacturing defects can include missing pave stones (stones under .07ct) and loose prongs. As each ring is made-to-order and crafted by hand, slight variations in each ring are to be expected and are not viewed as a defect. If the damage is deemed outside of a manufacturing defect, we’ll always let you know the price of any repair before beginning any work on the ring.

This warranty does not apply to the replacement of a center stone, or any stone larger than .07ct. Manufacturing defects do not include general wear and tear, scratching, discoloration due to chemical contact, warped rings or lost rings/center stones.

The warranty does apply to prong retipping, stone tightening, cleaning, rhodium redipping and pave replacement within reason.

Because we stand behind all of our designs and our manufacturers, any third-party or outside jeweler altering your ring will void your warranty with us. The only exception to this is if you’re purchasing outside of the United States and need a third-party jeweler to resize your ring..

To be eligible for the warranty:

  • Please be sure the ring and diamond was not exposed to unreasonable force or harmful conditions.
  • The ring needs to have been stored and handled correctly. Any abused, altered or incorrectly cleaned ring is not eligible for return.
  • Ring needs to be in the possession of the original purchaser, as this warranty is not transferable.

Have more specific questions about our warranty? We’re happy to explain further. Just send an email to hello@vrai.com.

+ What is the warranty of the diamond?

We are proud to offer a lifetime warranty for all of our Diamond Foundry created diamonds. We guarantee our listed gradings of our Diamond Foundry diamonds to be accurate. Starting 9/15/18, all of our diamonds are graded by a third-party facility: GCAL or IGI. We stand behind our products and warrant their graded characteristics through the following, full legal guarantee and warranty. In the unlikely case that your diamond turns out to not meet or exceed a characteristic promised in the Certificate, we will, at your option:

  • Accept the return of the diamond and provide you with a refund of the full purchase price or
  • Replace the diamond with a diamond that meets or exceeds each of the characteristics warranted.

The condition of the diamond will be determined by examination under no greater than 10x magnification, and by standard gemological techniques. The accuracy of angles and linear measurements will be determined by the following tolerances: ±0.2º and ±0.02 millimeters.

Diamonds must be graded as loose stones, and cannot be set in engagement rings and then graded, as settings can be obtrusive. A well-trusted facility such as GCAL or GIA must grade the stone, and not a local jeweler in order for it to have relevancy.

Should you make a claim under this Warranty, you allow us to:

  • Inspect the diamond and any gemological evaluation on which you base your claim and
  • Try and resolve your claim amicably.

To be able to claim this warranty, the diamonds must not be exposed to unreasonable force or harmful conditions. This warranty does not apply to product that has been stored or handled incorrectly, abused, altered, treated with the wrong cleaning methods. The warranty does not cover normal wear & tear, cuts or scratches; consequential or incidental damages provided or allowed by U.S. state law. The warranties are to the benefit of the original purchaser of the product. They are not transferable.

+ What is your diamond upgrade policy?

Any certified solitaire created diamond purchased in a Vrai Wedding Collection engagement ring (.50ct and above), is eligible for an upgrade for the lifetime of the original purchaser. We forever guarantee the value of your diamond, and a credit would be issued to you in the amount of 100% of the original purchase price of your diamond at that time. You may use this credit at anytime towards an upgrade for your engagement ring stone to a stone 1.5ct and above. This credit does not include the price of your setting, and is non-transferable.

Please note, your setting is not refundable or returnable to you, and a new setting will need to be purchased should you upgrade your diamond, as each setting is made-to-order based on the diamond's specific measurements. Your diamond must be set in the original Vrai setting and not have been altered by a third-party jeweler in order to be eligible.

The credit also does not include duty/tax paid on the diamond, or shipping costs. All applicable duties and taxes will be charged on the full-retail price of the new jewelry before any credit is applied. Your diamond must be in its original condition with the original purchase receipt. Any damage to the original diamond may disqualify the diamond from this program.

Have more questions about our upgrade policy? We're happy to explain further. Just send us an email to hello@vrai.com.

+ How do I resize my ring?

Engagement rings and wedding bands can be resized one full size up or down, excluding infinity bands. Please initiate the resizing process by emailing hello@vrai.com with your order number and the size you need, so our team can provide you with next steps.

+ Can I resize my Infinity Band?

You’re able to return and repurchase your Infinity Band for the size you need, but due to the diamonds in this band, we are unable to resize your Infinity Band. Please reach out to hello@vrai.com to get this process started!

+ Jewelry Care

+ Will my ring scratch?

18k Gold and Platinum are not scratch-resistant materials, and thus scratching is to be expected.

+ When does my ring need redipping?

White gold isn’t found in nature, so pure gold is often mixed with zinc, palladium, or nickel alloys to create white gold! White gold rings are also dipped in rhodium, giving them a brilliant, chrome-like color, while also protecting them from scratching. However, to maintain this white luster, white gold should be “re-dipped” every so often.

+ Materials

+ Do your diamonds come with a certification?

Yes, each created diamond comes with either a Diamond Foundry certificate, IGI certificate or a GCAL certificate, depending on when it was received. GIA Certificates are available for purchase for an additional $375, and take 2-3 weeks to complete.

+ Are your engagement rings ethical and environmentally friendly?

Vrai is committed to using responsibly sourced materials in our jewelry and providing complete transparency to our customers, and the origin of our diamonds is a very important part of that commitment. Our diamonds are created without the human and environmental toll of mining. As our parent company and the one and only 100% carbon-neutral diamond producer in the world, Diamond Foundry uses hydropower energy to create diamonds in plasma ensuring every sustainably created diamond has impeccable origin, is transparently priced and world-positive. We've taken a step in the right direction by using only recycled gold sourced from RJC certified suppliers for all of our in-house gold items—that means both jewelry and engagement ring designs. This gold is more earth-friendly, removing additional human and environmental uncertainty around the material. We’re excited to be a part of something bigger, encouraging accountability and conscious sourcing in the industry.