RETURNS

Shine and shop with confidence

RETURN POLICY

Eligible items below €15,000 can be returned within 30 days for full credit to store or refund minus recycling fee to the original payment method. Eligible items above €15,000 can be returned within 30 days for full credit to store.  

  

Eligible item(s) must be in their original condition, including packaging with all original documentation.

RECYCLING FEE:

In alignment with our commitment to sustainability, returned items will undergo a process of unsetting VRAI-created diamonds and recycling the metal.  However, this fee is waived when you choose a full credit to store (via VRAI gift card). The gift card is non-refundable in the event of a return, however it has no expiration date and can be used towards any design on our site.  

  

  • Engagement ring: A €300 recycling fee will apply.  
  • Wedding bands: €50 recycling fee will apply. If wedding band is engraved, a €300 recycling fee will apply instead.
  • Made-to-order jewelry: €50 recycling fee will apply.

RETURN ELIGIBILITY

ELIGIBLE ITEMS:

  • All fine jewelry, engagement rings, wedding bands, and loose diamonds that are not included in the exclusions list below.
  • Cut for You™ diamonds, in the following cuts, Round Brilliant, Oval, Emerald, Pear, Radiant, Cushion, Marquise, Trillion, Asscher, Princess, or Elongated Cushion stones (5ct or less) are eligible for a one-time exchange or refund.

NON-ELIGIBLE ITEMS:

  • Modified or resized rings
  • Misused items
  • Items altered by a third-party
  • Custom-designed items
  • Modified items that are not offered on VRAI.com including alternative metals, sizes, finishes, lengths, etc.
  • Cut for You™ diamonds, unless they are Round Brilliant, Oval, Emerald, Pear, Radiant, Cushion, Marquise, Trillion, Asscher, Princess or Elongated Cushion less than or equal to 5 ct
  • Cut for You™ diamonds with modified ratios and facet patterns
  • Personalized fine jewelry (e.g., Solitaire Bar Necklace, Solitaire Bar Pendant)
  • Loose diamonds that have been set in a third-party design
  • All shipping fees
  • Engraving and finishing fees
  • Gift cards

RETURN PROCESS

UNITED STATES OF AMERICA

  1. Submit your return request here  
  2. We will send you a Return Merchandise Authorization and pre-paid return label.
  3. Ship back the package. We offer free return shipping in the US, and are unable to schedule a FedEx pickup.
  4. Your refund will be processed within 14 business days of receipt.

CANADA, EUROPEAN UNION AND UNITED KINGDOM

  1. Fill out this form
  2. We will send you a Return Merchandise Authorization and pre-paid return label.
  3. Ship back the package. We offer free return shipping on all international orders from Canada, European Union, and United Kingdom, and are unable to schedule a FedEx pickup.
  4. Your refund will be processed within 14 business days of receipt.

EU/EEA RIGHT OF WITHDRAWAL

EU/EEA shoppers have a statutory right to withdraw from eligible online purchases within 14 days from the day the order is delivered. This is separate from VRAI’s standard 30-day return window from delivery. The statutory right of withdrawal does not apply to goods that are made to the consumer's specifications or are clearly personalized. Accordingly, the right of withdrawal does not apply to:

 

• Custom-designed jewelry;
• Personalized or engraved jewelry;
• Rings that have been resized or otherwise modified at the customer's request;
• Engagement rings and other jewelry pieces manufactured to accommodate a diamond selected or configured by the customer, where the item is produced specifically for that order.

 

These items are manufactured according to the customer's specifications and cannot be returned under the statutory right of withdrawal.

 

To submit a withdrawal request, use our Withdraw from contract form. You can also contact help@vrai.com for withdrawal submissions.

MEXICO, AUSTRALIA, NORWAY, SWITZERLAND, JAPAN, SINGAPORE, TAIWAN, HONG KONG, SOUTH KOREA, AND THE UNITED ARAB EMIRATES

  1. Fill out this form
  2. We will send you a Return Merchandise Authorization and shipping destination.
  3. Ship us back the package. At this time, VRAI is unable to provide free international return shipping from the above mentioned shipping destinations. Please use a trusted courier, as VRAI is not responsible for packages lost or stolen in transit coming back to us for a return. It is always best to insure your return shipments. Duty/tax paid will be refunded, but your shipping fee is non-refundable.
  4. Your refund will be processed within 14 business days of receipt.

RESIZES

COMPLIMENTARY RESIZING

We offer one complimentary resize up to one full US size by the quarter, half, or full size (which is equivalent to two full European/UK sizes). If your engagement ring resize request is outside of one full size, you may need to return or reset your ring. Please fill out this form to initiate a re-size.

INFINITY AND ETERNITY BAND STYLES

These products cannot be resized; they must be returned and repurchased.

Learn more on how to measure your ring size.

Last revised on March 21, 2025

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