FAQ
VIVIAN.GEMS — Frequently Asked Questions1. Services & Products
Q: What services does Vivian offer?
A: We provide a full range of jewelry services including Ready-to-Wear Collections, Made-to-Order and Custom Designs, Re-setting/Remounting gemstones, Engraving, Repair services, and personalized consultation for bespoke pieces.
Q: What materials do you use? Are they certified?
A: Our pieces are crafted from high-quality materials such as Sterling Silver 92.5%, 9K/14K/18K Gold, and carefully selected natural gemstones. Each piece is hallmarked, and gemstone certificates can be provided upon request.
2. Pricing
Q: What is the starting price?
A: Ready-to-Wear items begin at (price varies by design).
Made-to-Order and Custom pieces start at a minimum price depending on the design complexity, chosen materials, and gemstone specification.
3. Ordering Process
Q: How do I order from the Ready-to-Wear Collection?
A: Simply select your preferred item on the website or contact our team via Line/Instagram for assistance with sizing, details, or recommendations.
Q: How do I order a Made-to-Order or Custom piece?
A: Share your design idea, gemstone preference, budget, and any references. Our design team will create a proposal and quotation. Production begins once the design and details are confirmed and payment is completed.
Q: Can I use my own gemstone for a custom piece?
A: Yes. We accept client-owned gemstones for re-setting or creating a new custom piece. Our team will assess the stone’s condition before production.
4. Production Time & Shipping
Q: How long does production take?
A: Custom and Made-to-Order pieces typically take 2–6 weeks, depending on complexity and workload.
Q: How do you ship orders?
A: All orders are shipped with tracking and delivered in premium packaging designed to protect your jewelry.
Q: Do you ship internationally?
A: Yes, we offer worldwide shipping. International buyers may be responsible for customs duties or import taxes as required by local regulations.
5. Returns, Exchanges & Cancellations
Q: Can I return or exchange Ready-to-Wear items?
A: Yes, returns or exchanges are accepted within the specified period, provided the item remains in its original condition.
Q: Can Custom or Made-to-Order items be returned or cancelled?
A: No. Due to the personalized nature of Custom and Made-to-Order pieces, they cannot be returned, exchanged, or cancelled after confirmation.
6. Warranty
Q: Is there a warranty on my jewelry?
A: All pieces are covered against manufacturing defects and workmanship issues.
Q: What is not covered under warranty?
A: Normal wear and tear, accidental damage, impact-related stone loss, exposure to chemicals, or alterations performed by a third party are not covered.
7. After-Service, Maintenance & Care
Q: Do you offer after-sales services?
A: Yes, we provide polishing, cleaning, prong checks, resizing (for selected designs), repairs, remakes, and gemstone remounting.
Q: How should I care for my jewelry?
A: Avoid contact with chemicals, remove jewelry before exercising or showering, and store pieces separately in their box to prevent scratches.
8. Sizing & Fit
Q: How do I find my ring or bracelet size?
A: Our Size Guide is available on the website, with simple steps to measure at home.
Q: What if I’m unsure about my size?
A: Contact us via Line for personalized assistance, or book an appointment to measure in person.
9. Viewing, Appointments & Contact
Q: Can I view the actual pieces or discuss a design in person?
A: Yes. You may book a private appointment through Line/Instagram to view gemstones, try on pieces, or consult with our design team.
Q: How can I contact Vivian?
A:
Line: @vivian.gems
Instagram: @vivian.gems
E-mail: support@viviangems.com
Operating Hours: 11:00 AM – 8:00 PM (GMT+7)
10. Natural Variation
Q: Why might my gemstone look slightly different from the photos?
A: Natural gemstones have unique characteristics—variations in color, inclusions, brilliance, and weight—making each piece truly one of a kind.
Q: Do handmade pieces have slight variations?
A: Yes. All pieces are handcrafted by skilled artisans, resulting in subtle differences that enhance the authenticity and character of the jewelry.
11. Special Services
Q: Do you offer gift packaging?
A: Yes. All orders include premium gift packaging, with an option for a personalized message.
Q: Is engraving available?
A: Engraving is available for selected designs, depending on the space and material of the piece.
Q: Can I request a gemstone certificate?
A: Certificates from recognized gemological institutions are available for eligible gemstones upon request.
Q: Do you offer metal recycling or gemstone upgrade services?
A: Yes. We can consult on upgrading gemstones and reusing gold from previous pieces for certain types of custom work.