Frequently Asked Questions
What is your shipping policy?
Vivian Grace offers free USPS First Class shipping on orders over $100 for customers in the Continental US. Orders under $100 ship USPS First Class for a flat fee. Alaska/Hawaii/Puerto Rico shipping is available via USPS Priority Mail. All orders ship with tracking.
We ship internationally via DHL (to most countries) around the world. Allow 5-14 business days for all International orders. Customers are responsible for any import duties/fees that may be imposed by their country.
When can I expect to receive my order?
Please allow 1-3 business days for order processing. Delivery time depends on shipping speed selected at checkout. USPS First Class Mail Orders typically arrive 3-7 after they have been tendered to the United States Post Office.
Do you of offer Express Shipping?
Yes! Customers in the continental U.S. will have the option to select USPS Priority Mail air at checkout. Priority Mail Orders are processed next business day and shipping speed is 1-3 days from the time the package is tendered to USPS. Additional shipping fees calculated at checkout.
How do I return an order?
For returns, please use our online Returns Center. All returns must be sent to the address above within 14 days of the date you received the item in the original packaging and condition. Once you enter a Return Request, it will be reviewed and you will receive an email with a shipping label. We ask that you add a note in your package stating your name, order number and that you'd like to return the item. Please allow 2-3 business days for processing after the package has been delivered back to us. Shipping fees (if any) and return shipping fees will be deducted from your refund.
What if there is a problem with my order?
If there are any problems with your order please reach out to us ASAP (via email or website chat) so we can help! Our Customer Care Inbox is firstname.lastname@example.org
Can I exchange my ring for a different size?
We do not offer exchanges through the return center at this time. Please complete the Online Return Form and select ‘Exchange to Store Credit’. Once your return has been processed and store credit is issued, please place a new order for the appropriate size.
Gold Plated/Gold Vermeil Jewelry FAQ
Our Gold & Rose Gold Vermeil plated pieces are made with a thick layer of of 18k Gold or 18k Rose Gold coated over a Sterling Silver base. Our pieces wear very well and will not tarnish or turn brassy if cared for properly. Our Silver pieces are sterling silver coated in a thin layer of rhodium. Rhodium adds shine, durability and scratch resistance. Each plated piece is finished with a thin, protective clear coating that helps seal in the plating.
Will my Gold/Rose Gold Plated ring turn colors or tarnish?
All of our rings are sterling silver based. Over time the gold and rose gold plated pieces can start to fade to silver - this is normal. Will they turn brassy or brown? No. We do not use Brass or Copper as the base metal in our jewelry, as these are common culprits that can turn brown, green or dingy over time. Keep your jewelry clean and dry to avoid buildup of dirt and residues. We use a thick layer of gold to keep the color in tact for years if cared for properly. (See Plated Jewelry Care, below)
Will my ring turn my fingers green?
No*. All of our rings are hypoallergenic, nickel and lead free. We use .925 sterling silver as the base metal, which is quite hypoallergenic and very kind to sensitive skin. *If you have a copper allergy, avoid rose gold. Copper is used to turn gold from yellow to rose gold in color.
Gold Filled jewelry is created using a heat bonding process that adheres a thick layer of real gold to an underlying base metal (jewelers Brass). Traditional Gold-Filled pieces contain 5% real gold, Brazilian Gold filled pieces contain 3% real gold. These pieces are highly durable and the color is durable and fade/tarnish resistant. All of our pieces are hypoallergenic and nickel and lead free. Gold Filled pieces can be cleaned by rinsing with water. As with all of your jewelry, remove before exercising, swimming, coming into contact with chemicals, etc.
What size should I order?
We follow standard U.S. Ring Sizing and our rings run true to size.
Can my plated/vermeil/gold-filled ring be resized?
Due to risk of damaging the plating, Gold, Silver and Rhodium plated pieces should not be resized.
Can my solid gold ring be resized?
Yes. Solid gold rings are able to be resized at any local jewelry. At this time we do not offer resizing for non-custom pieces.
How do I care for my jewelry?
When not wearing your jewelry, be sure to store it in your VG protective jewelry pouch and/or box it came in. This helps prevent scratching and maintain color for vermeil and silver pieces. Gold-Filled pieces can be worn in water, but treat them with care and rinse/dry after use. Remove your jewelry when applying scents, lotions and sprays. Avoid contact with water and chemicals. (Remove before showering, exercising/sweating/washing hands, swimming, etc.)
How do I care for my solid gold jewelry?
Our solid gold jewelry is water safe and can be worn throughout your daily activities. Treat it kindly, store properly and it will last a lifetime.
Do you offer engagement rings and wedding bands?
Yes! We offer custom, Certified diamond and lab diamond engagement rings. Our designer works with the customer to source the diamond and create the custom design. Each ring is hand crafted in our Master Jeweler’s studio in the NYC Diamond District. Chat with us or email email@example.com for custom fine jewelry inquiries.
Can I return my custom jewelry or engagement ring?
Custom/made-to-order fine jewelry and engagement rings are specifically made just for you! If for any reason you are unhappy with your purchase please contact us within 7 days of receipt.
Can you service my engagement ring?
Yes! We are able to provide ongoing service and maintenance for your engagement ring. Customer is responsible for shipping costs. Please allow 2-3 weeks for servicing.
Do you offer a warranty for engagement rings?
Yes! We are proud to offer a Lifetime Limited Warranty for custom engagement rings. Our warranty excludes loss of the center stone, please insure it separately.
Can my custom ring be resized?
Yes, we do offer resizing for custom fine jewelry pieces.
Should I insure my engagement ring?
We absolutely recommend insuring your engagement ring agains loss, center stone loss and non-manufacturer related damage. We are not affiliated with Jeweler’s Mutual but do recommend them for insurance.
Not yet! We are working on it. Follow us on Instagram for our Trunk Show Schedule.