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+65 6836 3789
57 Tanjong Pagar Road Singapore 088478

Professional Engagement Rings & Wedding Bands Jeweller
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HOME / FAQ

Frequently Asked Questions
If you don’t find your answers here, just give us a call at +65 6836 3789, or email us at [email protected]

Diamonds

Are all of your diamonds natural?
Yes, we only carry natural diamonds and do not sell laboratory or man-made diamonds.

Where are all of your diamonds from?
Most of our diamonds are sourced directly from diamond manufacturing factories in Antwerp-Belgium, Tel Aviv-Israel, New York and India.

What is the quality of the Vivo Diamonds inventory?
Our inventory is, and always will be, of the highest value and the best quality. All diamonds are certified from GIA or AGS. We do not carry any treated or enhanced diamonds. Our jewellery is crafted by Hong Kong master craftsmen with decades of experience.

Do all diamonds come with a grading report?
All of our certified loose diamonds are accompanied with a GIA or AGS grading report.

Will I be getting the quality that the description states?
You can inspect and compare the diamond you received against the grading report.

Is the diamond certification recognized abroad?
Yes, GIA and AGS are very reputable laboratories of diamond grading worldwide.

Am I really getting what I paid for?
All of our diamonds, as you can see from our inventory list, are graded by reputable and recognized laboratories (GIA, AGS). Once you have received your diamond with its original certificate you can inspect the diamond against the original grading report.

How large of a selection do you have?
Just take a look at our inventory list and you will see the largest selection of diamonds in any shape, size, clarity and colour you can imagine.

Do you have all diamonds on the site in stock?
Our inventory is subject to availability at time of request. However, we update our inventory daily to prevent any stones that have been sold to reappear.

Can a local jeweller do loose stone repairs without voiding the warranty?
The warranty will be voided if the item is not repaired by Vivo Diamonds since we cannot be held responsible for any other jewellers beside those contracted with Vivo Diamonds.

Am I really getting a fair price and value?
The Internet gives you the opportunity to research and find the best value for your budget. We urge you to compare stones on our website with retail shops and to anyone else on the internet. We are confident that all of our diamonds are priced to beat the competition.

How can I be sure I am not getting a fake diamond?
You will have the original certificate available for you to examine and compare with the information provided on our website. We have in-house gemologists that examine every diamond that comes in and goes out of our facility ensuring that every piece is genuine and held to the highest standards.

What is the best depth % and table % for a round diamond?
For the best depth and table percentages, please refer to our signature collection. All diamonds in this collection are guaranteed to have the best proportions to maximize fire and brilliance

Do you offer appraisals?
No, but we can recommend you many local or overseas reputable appraisers.

Will the diamond look the way that I would like it to?
After viewing the actual diamond with the original certificate you are under no obligation to keep the diamond you purchased.

Is the quality of the diamond guaranteed?
All our diamonds are graded by gemological laboratories recognized and respected throughout the industry. We are confident that these laboratories will ensure that every diamond is examined and graded accurately.

Do you sell diamonds from the warring sections of Africa?
Our diamonds are mined and acquired through legitimate sources. Vivo Diamonds is in full compliance with the Kimberly Process and does not support ongoing conflicts or human rights violations in Africa. We guarantee that our goods are conflict-free based on personal and written knowledge. You can learn more about our conflict free policy here.

Can I upgrade a diamond previously purchased through your website?
You can upgrade a diamond purchased through Vivo Diamonds anytime you wish to do so with our 2 years upgrade policy. You will need to purchase a diamond that is 100% more than the original value and you will get a credit for the original price paid for your old diamond towards your new diamond purchase. We will inspect the original diamond to ensure that it is returned with no signs of any damages resulting from normal wear. In the case of any actual damage to a diamond, we will accept the diamond back after subtracting the cost of polishing and reshaping the diamond.

Can a real diamond chip (in everyday activities)?
The likelihood for a diamond to chip is extremely small if there are no unusual circumstances.

Do you buy back diamonds that were purchased from the site?
We do not buy back diamonds; for more information, please contact one of our sales representatives.

Rings

Can I return a ring to get it resized?
Yes, a ring can be returned for a one time free resizing within 60 days of its date of purchase.

Are all of the rings resizable? How long does it take for them to get resized?
Many of our rings are resizable. Please contact a Vivo Diamonds Customer representative for more information.

Can you create a custom setting from a photo sent to you?
Yes, we can custom design almost any piece of jewellery. However, please note that custom orders are not eligible for the 30 day return policy.

I need to convert European to American ring sizes. Can you do this?
Yes, simply go to our sizing chart and find your ring size there.

Is there a company inscription on the inside of the bands?
No, we do not inscribe our company logo on any part of the jewellery.

Can you engrave rings?
Yes, we do custom engravings; contact our service representative for details. Please note that jewellery that has been custom inscribed is not eligible for the 30 day return policy.

What kind of rings do you carry?
Please browse our website for our large selection of rings.

Payment / Shipping / Orders

Does Vivo Diamonds Charge GST?
We only charge 7% GST for orders shipped within Singapore.

Does Vivo Diamonds participate in the tourist refund scheme?
Yes, we partner with Global Blue for tourist tax refund. Please contact our customer service representatives for eligibility and details.

Are there duties & taxes for international orders?
Duties & taxes on international purchases must be paid by the customer according to the rates applied to each country. Please contact your local custom offices for more details

Is there a shipping charge?
Vivo Diamonds offers free insured shipping on our entire inventory for all Singapore orders.

How long does a package take to arrive at an international address? Is the package insured?
International packages take approximately 7 business days to arrive at the destination. All packages are fully insured.

Do you ship overseas to places not listed on the website? Does it cost extra?
Yes, in most cases we ship all over the world at no extra cost apart from shipping and handling. Please contact a Vivo Diamonds customer service representative for more details.

How secure is the transaction?
Your privacy and security is important to us. Credit card orders are placed over a secured connection. Only authorized personnel will have access to your billing information stored on our secure server. We will never share or sell any of your information to a third party.

Is it possible to pay with a bank wire?
Yes, and we also offer a 1.5% discount when you pay via a bank wire. If you purchase a Vivo Diamonds Special Offers diamond, you will also receive a 1.5% discount for bank wires.

Store location

Where are you located? Do you have a shop somewhere I can visit?
We are based in Singapore. For further details and hours, please contact our sales representatives.

Item returns / refunds

What if I want to return my purchase?
Please see our refund and exchange policy for more information.

Does the 30 day return policy apply to "Create Your Own" rings?
Yes, the 30 day return policy also applies when you create your own ring.

If I placed an order and it won't be delivered until 2 weeks from now, does that mean I have less than 30 days to return the ring?
The 30 day return policy becomes effective 30 days from the invoice date. The invoice is not created until the order is shipped out.





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