VRAI

Our Customer Experience Team is available through email and live chat 7 days a week, and strives to respond to every customer inquiry within 1 business day! We&apos;re available via phone Monday through Friday, for US and Canadian customers only.
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When contacting our Customer Experience Team in regards to a repair, please provide photos, a short video and description of how the damage occurred to hello@vrai.com.
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Email: hello@vrai.com
Phone: <a data-sk="tooltip_parent" data-stringify-link="tel:+18559564488" href="tel:+18559564488" rel="noopener noreferrer" target="_blank">+1.855.956.4488</a>

Our Customer Experience Team is available through email and live chat 7 days a week, and strives to respond to every customer inquiry within 1 business day! We're available via phone Monday through Friday, for US and Canadian customers only.
 &nbsp;
 When contacting our Customer Experience Team in regards to a repair, please provide photos, a short video and description of how the damage occurred to hello@vrai.com.
 &nbsp;
 Email: hello@vrai.com
 Phone: <a href="tel:+18559564488" target="_blank" rel="noopener noreferrer" data-stringify-link="tel:+18559564488" data-sk="tooltip_parent">+1.855.956.4488</a>

When is your Customer Experience Team available?

Policies and warranties

What is a sustainably created diamond?

Is there a fee to schedule a virtual or in-person appointment?

How do you price your diamonds?

Can I see a photograph of the diamond before I purchase it?

How are sustainably created diamonds made?

What is the difference between a sustainably created diamond and a mined diamond?

Can I request that my diamond be graded by a third party?

Can I request a diamond with characteristics that you don't currently have in stock?

For elongated diamond shapes (Oval, Marquise, Pear, and Emerald), what does length to width ratio mean?

How do I choose the right carat weight?

What are the 4 C's?

How do I choose the right diamond color?

How do I figure out my ring size?

How are diamonds featured in VRAI designs produced and is the process sustainable?

Does you offer VRAI created colored diamonds?

Do you offer ASET images of your VRAI created diamonds?

Are VRAI created diamonds the same as synthetic moissanite?

Diamonds

Is a sustainably created diamond a real diamond?

Where are your diamonds created?

Can I see the diamonds that are listed on your site during my appointment?

Do you have a physical location where I can come and see your diamonds and settings?

Can I request a specific ring style to view during my appointment?

Can I request a specific diamond shape and size to view during my appointment?

I have a VRAI engagement ring. How do I pick a wedding band?

With whom will I meet with during my appointment?

Can I cancel or reschedule my virtual or in-person appointment?

What can I expect during my fine jewelry appointment?

Do your showrooms operate by appointment only?

Can I bring guests along to my in-person appointment?

Are your sustainably created diamonds inscribed?

What can I expect during my virtual appointment?

How far in advance of purchasing should I book my appointment?

Can I complete my purchase with multiple credit cards?

I do not have a VRAI engagement ring. How do I pick a wedding band?

How long are virtual or in-person appointments scheduled for?

Your virtual appointment schedule seems to be fully booked. Is there a cancellation waitlist I can join?

Can I ask about other styles during my fine jewelry appointment?

Does VRAI offer jewelry insurance?

Can I have my VRAI design serviced at a showroom?

Can I place an order online and schedule to pick it up at a showroom?

I’m running late to my appointment. Will my Diamond Expert wait for me?

Can I have my piece serviced at a VRAI showroom?

Does VRAI offer a home try-on program?

Virtual and in-person appointments

Do your showrooms have parking?

Do you offer custom VRAI designs?

How can I connect with a Diamond Expert?

Do you require a signature upon delivery?

How do you choose the diamonds for side stones or a pavé band of an engagement ring?

Is there any nickel in your gold?

What’s the difference between 14k and 18k gold?

How should I clean and care for my sterling silver jewelry?

Can I add sizing beads to my ring?

Do you offer customized necklace and bracelet lengths?

Do you offer earring backs for purchase?

How do I untangle my necklace or bracelet?

Can I purchase just a chain?

Why is my white gold ring starting to turn yellow in color?

How do I fit an Ear Climber to my ear?

Will the gold color of all my VRAI designs match exactly?

Can I purchase a VRAI pendant without the chain?

Can I solder my wedding set together?

Jewelry fit and care

How should I clean my gold and platinum jewelry?

Can I change or cancel my order after placing it?

Can I change the shipping or billing address of my order?

Can you gift wrap my order?

Can I engrave my ring?

Can I purchase a loose VRAI created diamond?

Can I reserve or request a hold on a diamond?

When do you receive new diamonds?

When should I remove my jewelry?

How fast are orders processed?

Can I pay to expedite the production of my made to order design?

Are your prices listed in USD?

Do you offer financing or payment plans?

Does my order come with a diamond certificate?

Do you offer gift cards?

I'm a first time customer! Do you offer a discount?

Can I speak to a VRAI representative on the phone?

How long does 'made to order' take?

Can I purchase multiple VRAI designs to compare in person and return the items that don't suit me?

Can I add a gift note to my order?

Can I pick up my order at a showroom location?

Can I ship my order to a FedEx Pick-Up Location?

Can I purchase a single VRAI earring?

Does VRAI offer discounts, promotions or coupons?

Can I purchase just a VRAI setting or have my own diamond set with VRAI?

Ordering and payment

My order confirmation email provides a 'ships by' date. Is this date confirmed and accurate?

My purchase is a gift. Will it include a gift receipt?

How does my VRAI engagement ring ship?

Where do you ship?

Is my order insured in transit?

Where can I find a status update on my order?

Will I be charged duties and taxes?

I have resized my ring once before, can I do it again?

I love my diamond, but would like a different setting. Can I exchange just the setting?

Shipping and delivery

What should I do if my package seems to be lost or arrives damaged?

What if my engagement ring or wedding band needs to be resized more than 1 full size up or down?

Can I choose a specific ship date for my made to order design?

Does my purchase include a warranty?

Can I resize my ring?

Can I have my VRAI piece engraved, resized or repaired by a local jeweler?

What is the warranty of my diamond?

Who certifies your diamonds?

My VRAI piece broke. How do I have it repaired?

Can I request resizing of my engagement ring or wedding band, if I ordered from outside of the United States or Canada?

Can I request a repair if I ordered from outside of the United States or Canada?

Can I request to have the VRAI trademark removed from my design?

Can I request to have my VRAI studs crafted with a screw back post?

What are the terms and conditions in regards to a gift with purchase?

Can I customize my VRAI design with a gemstone?

Can I order my engagement ring or wedding band in 14k gold?

What if my finger size isn't offered as an option?

Does VRAI cover lost jewelry?

How do I take advantage of my Annual Shine?

Can I add a brushed finish to my engagement ring or wedding band?

Are VRAI warranties transferable?

What is the lifetime warranty for Engagement Rings and Wedding Bands?

What is the Lifetime Care Package?

What additional warranties are available?

Can I request to have my VRAI studs crafted in either 18k or platinum?

Can I return my order if I am outside of the United States, Canada, United Kingdom, or European Union?

When is your Customer Experience Team available?Updated 7 days ago