Frequently Asked Questions
+ Shipping & Delivery
We have taken precautions in line with local health authority and government guidelines to protect our customers and employees. As a result, you may experience delays in the processing and shipping of your order. Currently, we expect to dispatch in stock jewelry orders within two business days.
Our manufacturer is working tirelessly to craft your ring within 10-14 business days. We will keep you updated if there are changes to this production timeline as COVID-19 starts to affect more communities.
Yes. Both UPS and DHL are taking measures to keep their employees and customers safe, while continuing to provide excellent service. In the interest of our safety, UPS and DHL Signature Required guidelines are temporarily being adjusted such that consignees will no longer need to sign for Signature Required deliveries. At the time of delivery, please be available to acknowledge that UPS or DHL is making a delivery and, if applicable, show a government issued photo ID. You can learn more about their response to COVID-19 here:
+ Resizing & Repairs
To protect our customers and employees, we have paused resizing for the time being. Please check in with us after April 19th by emailing email@example.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.
To protect our customers and employees, we have paused repairs for the time being. Please remove your jewelry and store it somewhere safe, and check back in with us after April 19th by emailing firstname.lastname@example.org. 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 email@example.com for a status update.
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.
+ Products Affected
Many of our local manufacturers in Los Angeles are closed for the time being. Round and Flat Wedding Bands, The Baguette Infinity Band, Diamond Tetrad Bands, Diamond Ear Arcs, Signet Rings and the Mix Diamond Cuff Ring are currently waitlisted until our manufacturers re-open. Sign up for the waitlist to hear when we can resume manufacturing of these products. Please keep in mind, they are made to order pieces, and will take 10-14 business days to craft from your purchase date.
- 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
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.
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 10-14 business days of purchase.
Expedited and overnight delivery is available. Please note, we do not deliver on Saturdays or Sundays.
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.
Yes! Our wedding collection, any made-to-order designs and orders over $1500 require a signature upon delivery.
+ International Orders
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!
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 firstname.lastname@example.org 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.
For domestic orders, we offer complimentary returns for unworn or unused items within 30 days of receiving. To begin this process, please visit our Returns page. Some returns will need to be coordinated via email@example.com, so that we can provide special return instructions.
Please note that we are unable to accept returns or offer exchange credit for final sale or retiring designs. We are also unable to accept returns sent without a return authorization. If you need any further help or have any questions about returning your item(s), please reach out to firstname.lastname@example.org
Vrai guarantees your jewelry to be free of manufacturing defects for one calendar year from purchase. Manufacturing defects can include clasp breakage, missing pavé stones (stones under .01ct), loose diamonds or loose prongs.
Manufacturing defects do not include general wear and tear, scratching, stretched chains/rings, lost jewelry, or jewelry damaged due to improper cleaning or storage.
Because we stand behind our designs and our manufacturers, any third-party or outside jeweler altering your jewelry will void your warranty with us! Have a question about your piece or how to care for it? Please reach out to email@example.com.
Please email firstname.lastname@example.org with your order number and the item you are returning so we can better assist you!
We make all of our jewelry in Downtown Los Angeles & New York. To read more about this process, please check out our blog post.
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!
Yes! We use Diamond Foundry created diamonds in our jewelry. Diamond Foundry utilizes 100% renewable solar and wind energy sources to create diamonds in plasma that are atomically and chemically identical to mined diamonds. Our diamonds are traceable, transparently priced and without the human and environmental toll of mining.
+ Jewelry Care
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.
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
Engagement & Wedding
Each ring is made-to-order and crafted by hand, taking up to 10-14 business days to complete. Ready-to-Give engagement rings are available to ship immediately.
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!
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.
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.
Yes, until the ring is marked as delivered, it is insured at its full retail value.
All Vrai Wedding orders require a signature upon delivery, there are no exceptions!
+ International Orders
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!
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!
Your non-engraved engagement ring or wedding band is returnable within 30 days of receiving it. Please reach out to email@example.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.
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.
Repairs are examined on a case-by-case basis. Please reach out to firstname.lastname@example.org so we can see how we can help!
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.
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 email@example.com.
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.
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 firstname.lastname@example.org.
Engagement rings and wedding bands can be resized one full size up or down, excluding infinity bands. Please initiate the resizing process by emailing email@example.com with your order number and the size you need, so our team can provide you with next steps.
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 firstname.lastname@example.org to get this process started!
+ Jewelry Care
18k Gold and Platinum are not scratch-resistant materials, and thus scratching is to be expected.
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.
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.
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 renewable solar and wind energy sources to create diamonds in plasma ensuring every sustainably created diamond is completely traceable, 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.
+ Why did you change your name to Vrai?
We think of our name change, Vrai (meaning “True”) as a symbol of our evolution — a reminder of who we are, where we’ve come from, and where we plan to go. More than ever, we still believe in solid gold, created diamonds, and ethical partnerships, but today we’re expanding our horizons and thinking differently about what modern luxury means to us. Our name has changed to reflect our growth but our values always remain the same.
Our hope is that Vrai stands for something much larger than ourselves — a movement towards an open mind and a sustainable future. One defined not by power and status, but by the truths we believe in. Thank you for standing with us through our journey and inspiring us to continue pushing boundaries, every step of the way.
And not to worry, our name change does not affect the value of your jewelry or engagement ring.
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