If your package is marked as delivered and you're unable to locate it, or the tracking information has not updated in several days, please contact our Customer Experience Team for assistance (hello@vrai.com). Please make sure to check with neighbors or your building security/lobby, as couriers may deliver to an incorrect address.
The shipper (which is VRAI!) will need to open the investigation. Please note, FedEx and UPS investigations can take up to 14 business days to close. Since we are shipping fine jewelry and diamonds, VRAI is unable to offer a refund or replacement until the package is deemed lost. We understand how important your purchases are -- our team will provide you with updates as we receive them!