How can we help you?
Have a question? Feel free to check out our FAQs
FREQUENTLY ASKED
HOW CAN I TRACK MY ORDER?
Have an account?
Great! Login and head over to your VIVADAR account and select "My Orders" to review your order status. Once your order is packed and ready to ship, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.
Don't have an account?
No worries! You can still create an account now using the same email address used to place the order and it will appear under "My Orders". Tracking numbers are automatically sent as soon as your order is packed! Once the courier picks up the package and scans it into the system, the tracking number can be used to see the information about your order. This may take a couple hours and if the order was packed on the weekend, it will be updated next available business day!
WHAT IS THE RETURN POLICY?
Return requirements
- Items must be in their original condition without signs of wear or damage
- Items returned by mail must be in all original packaging (tags, box, and pouch included)
- No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.
- For Lab Grown Diamonds, the IGI certification must be included or it will be returned back to the sender
- Orders must be returned in the same country which they were originally purchased in
All below items are non-returnable:
- Engraved and monogrammed products
- Gift cards
Return shipping
Shipping fees are non-refundable. Returning orders subject to a return fee will be deducted from the amount being refunded to you.
CAN I CANCEL OR UPDATE MY ORDER? OR CHANGE MY SHIPPING ADDRESS?
As our team works hard to get your order dispatched as quickly as possible, we cannot guarantee we will be able to cancel or update your order upon request. Please reach out to our Customer Experience Team and we will do our best to support you.
For monogrammed and engraved pieces, once the order is placed, we are not able to cancel or update the order.
ARE VIVADAR PIECES GOOD FOR SENSITIVE SKIN?
Yes, VIVADAR pieces are ideal for sensitive skin. They're nickel safe and designed for everyday wear.
PRODUCT INFORMATION
WHAT IS THE DIFFERENCE BETWEEN LABORATORY-GROWN DIAMONDS AND NATURAL DIAMONDS?
Lab-grown diamonds are diamonds that were grown by scientists in a lab. They share the same chemical makeup as natural diamonds, and are optically identical.
WHY DO YOU NOT PROVIDE STONES AT A SINGLE-COLOR GRADE (D、E、F)?
The customer is at the core of all our decisions, and we see interest across all color grades, including GH and IJ. By offering all three options at various price points, we maintain competitive pricing, deliver the most value, and empower customers to choose the lab-grown diamond that best fits their preferences.
HOW DO I TAKE CARE OF MY JEWELRY?
To keep your piece looking its best, gently rub the surface with the polishing cloth. Always wash your hands after use to ensure the cleaning agent is removed.
It is normal to see dark residue on the cloth, it’s a sign that it is working correctly! The cloth contains a small amount of cleaning agent which will hold on to any dirt, oil & residues that are removed from the surface of the item being polished. Never wash the polishing cloth as it will lose its effectiveness. Keep out of reach of children.
HOW DO I DETERMINE RING SIZE?
While we can never be certain of your size without having physically measured your finger, we do have a few handy tricks that may help you determine either your ring sizer or the ring size of a loved one!
If you already have a ring with the perfect fit, whether it was gifted or an heirloom piece, grab a ruler and measure the internal diameter.
CAN I ORDER A CUSTOM PIECE?
We're able to accommodate custom design. Please submit your custom design idea HERE
DO PRICES EVER CHANGE?
Everchanging factors such as global supply chain disruption, inflation, and cost fluctuation of raw materials such as gold and diamonds may impact our prices from time to time. We continue to monitor production factors and do our absolute best to always give you high-quality products at accessible prices.
QUALITY VERIFICATION
WHY IS THERE IGI VERIFICATION ONLY ON CERTAIN LAB-GROWN DIAMONDS?
We’re introducing IGI verification for our highest quality DEF Loose stones first, to provide enhanced transparency and confidence for our customers. We will expand future verification to include additional color grades.
HOW DOES THE IGI VERIFICATION WORK?
IGI verification is the process of confirming the authenticity and quality of a lab-grown diamond. The IGI report represents the highest standard of reliability, consistency and integrity in diamond grading, and our approach to quality verification through IGI provides independent third-party assessment of our stones using a random sampling process. Starting with our DEF white round brilliant Loose stones, we will provide a statistically significant sample from each production run to be graded, ensuring the stones meet IGI’s stringent quality criteria for color, clarity and cut, allowing for the entire batch to be verified.
WHY ARE TECHNICAL SPECIFICATIONS NO LONGER PRINTED?
As we continue to change our verification processes and provide detailed specifications based on the items you purchase, we want to ensure we are continuing to find ways to reduce our footprint. You will be able to print your specifications for every lab-grown diamond you purchase from our download page.
ORDER + SHIPPING
WHAT IS THE DELIVERY TIMELINE?
Your VIVADAR piece isn't just pulled from a shelf—it's brought to life, just for you. This special process takes time, and we believe in transparency every step of the way. Here is the journey your jewelry takes to get to you:
Part 1: The Spark (1-3 Business Days)
Once your order is placed, our trained experts begin the meticulous process of hand-selecting the perfect lab-grown diamond that matches your specifications. We look for exceptional brilliance and character, ensuring your story starts with the most beautiful stone.
Part 2: The Craft (3-4 Business Days)
Next, your chosen diamond is entrusted to our master jewelers. With years of experience, they skillfully set the stone and hand-polish your piece to perfection.
Part 3: The Journey (5-9 Business Days)
Once your bespoke piece has passed its final quality inspection, it is carefully packaged and shipped to you via our trusted international courier. You will receive a shipping confirmation email with a tracking number as soon as it begins its journey.
In total, please expect your order to arrive within 9-16 business days. We promise the wait is worth it.
This timeline does not include weekends, holidays, or any unforeseen delays with the courier.
MY ORDER IS DELAYED, WHEN WILL I RECEIVE IT?
If your order is not processed by the estimated shipping date, our Customer Experience Team will contact you with an update within 24-48 hours (keep an eye on your inbox!). Keeping you informed is a top priority for us, and we appreciate your patience. As always, feel free to reach out to us via Live Chat, email (service@vivadar.com), or Whatsapp (+1 (573) 961-3300) should you have any questions.
RETURNS
WHAT IS THE STANDARD RETURN POLICY?
We are committed to providing high-quality, handcrafted jewelry made to last. We’re confident in the quality of our prodWe offer free 30-day returns for customers, starting from the day the shipment is delivered or picked up in-store.
Return requirements
- Items must be in their original condition without signs of wear or damage
- Items returned by mail must be in all original packaging (tags, box, and pouch included)
- No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.
- For Lab Grown Diamonds, the IGI certification must be included or it will be returned back to the sender
- Orders must be returned in the same country which they were originally purchased in
All below items are non-returnable:
- Engraved and monogrammed products
- Gift cards
Return shipping
Shipping fees are non-refundable. Returning orders subject to a return fee will be deducted from the amount being refunded to you.
WHEN WILL I RECEIVE MY REFUND?
Online Return
Please note your return will be processed within 7 business days from the time we receive it in our warehouse. Once processed, we will send you a confirmation via email.
I MISTAKENLY RETURNED THE WRONG ITEM.
Please ensure to send back the correct and complete item(s) for your return. Due to logistics and customs restrictions, VIVADAR cannot reship or store non-VIVADAR items mistakenly sent as returns.
SUSTAINABILITY
HOW IS VIVADAR REDUCING THEIR CARBON FOOTPRINT?
We are supporting the repair of habitats and biodiversity while collecting important minerals for use in our products as well as future renewable energy projects.
We remain committed to a long-term carbon reduction plan that will further cut down emissions across our entire value chain.
WHAT IS TRACEABILITY IN THE FINE JEWELRY INDUSTRY, AND WHY IS IT IMPORTANT?
Traceability refers to the jewelry industry’s ability to track the entire journey of a piece’s creation from beginning to end—this includes identifying responsible sources for precious materials, ensuring that more sustainable processes are used to create and deliver our pieces. From human rights violations to environmental degradation, the fine jewelry industry can take a massive toll on workers, the earth, and economies worldwide. By tracing each step and ensuring safety, fairness, and improved processes, VIVADAR can help guarantee a brighter future for the industry and the planet.
HOW CAN CONSUMERS MAKE MORE ENVIRONMENTALLY CONSCIOUS DECISIONS WHEN BUYING JEWELRY?
When consumers buy jewelry from designers that practice responsible sourcing and promote traceability, they support and perpetuate the improvement of the industry at large. By investing in pieces that come from more sustainable processes, customers help guarantee that companies like VIVADAR can continue to help make the jewelry industry a more responsible one to work in.