Help & Policies
Customer Service
Everything you need to know.
Policies, processes, and information about buying from VividCarat. If your question isn't answered here, reach us directly — we respond within a few hours.
Orders & Payments
Payment Methods
Wire transfer, credit cards, PayPal, crypto. What's accepted, fees, and when payment is due.
Refund Policy
14-day inspection window. Full refund on unmodified items. RMA process and timeline.
Shipping & Insurance
FedEx, DHL, Brinks. Free shipping over $1,000. Full insurance from dispatch. Signature required.
VAT & Customs
Country-by-country import duty and VAT rates for loose gems and jewelry. 25+ countries.
Warranty
Lifetime guarantee on manufacturing defects. What's covered, what's excluded, and how to claim.
Gemology & Sourcing
Gemstone Certification
GIA, GRS, AIGS, GUILD, Gübelin — lab comparison with costs, turnaround, and what each report covers.
Gemstone Treatments
Heat, oil, glass filling — what we sell, what we refuse, and how treatment status affects value.
Ethical Sourcing
Direct from China Fort market, Beruwala. 4th-gen dealer relationships, traceable origins, zero conflict.
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Ask us directly.
We respond within a few hours. No bots — Russell answers personally.