Customer Service
How to buy
Step 1
Book a Free Consultation
Everything starts with a 20-minute Zoom call. No deposit, no commitment — just a conversation. You tell us what you're looking for: stone type, color, carat range, occasion, budget. We ask the questions a gemologist would ask, not a salesperson.
Book via the button on this page, WhatsApp, Telegram, or email. We respond within a few hours. Most consultations happen within 24–48 hours of the first message.
You don't need to know exactly what you want. Many clients come in with "I want a blue sapphire, maybe 2 carats, around $3,000" and leave with a clear picture of what's actually available at that budget — and why some options are better than others.
Step 2
We Source at China Fort Market
After the consultation, we go to China Fort market in Beruwala, Sri Lanka — 2 minutes from our base. This is one of the world's largest colored gemstone trading hubs. We have long-standing relationships with 4th-generation dealer families who give us first access to new stock before it hits the broader market.
We examine stones on your behalf: checking color under natural light, assessing inclusions with a loupe, and evaluating cut quality. We reject the majority of what we see. Only stones that genuinely match your brief come back to the table.
For in-stock or common requests, sourcing takes 1–3 days. For rare specifications — unheated, specific origin, high carat — typically 1–2 weeks. We tell you the honest timeline upfront.
Step 3
You See the Stone Live on Zoom
We present each matching stone on a second Zoom call — under natural light, with a loupe closeup. You see the actual color, not a product photo. You see the inclusions. You see how the stone moves. We explain what we're looking at: why this stone is good, what its limitations are, how it compares to the alternatives we rejected.
You can ask any question. You can say no to everything. There is zero pressure to commit. If nothing in the first batch is right, we go back to market.
No stone ships without your explicit approval. "I liked it but wasn't sure" is not a confirmation. We only proceed when you say yes to a specific stone.
Step 4
Certification
Once you approve a stone, it goes to an independent gemological laboratory — GIA, GRS, AIGS, GUILD, or Gübelin depending on the stone type and your needs. The lab confirms species, origin, and treatment status. We never issue our own certificates. The lab has no commercial relationship with VividCarat.
For stones already certified at the time of viewing, the certificate ships with the stone. For stones we source to order, certification is arranged as part of the purchase and the cost is disclosed before you commit.
Step 5
Payment & Shipping
Payment is made after you approve the stone and before it ships. We accept wire transfer (SWIFT), credit card, and other methods — details on our payment page. For orders over $1,000, international shipping is free.
Stones are shipped via FedEx, DHL, or Brinks — fully insured for the declared value from dispatch. Signature confirmation is required on delivery. Discreet packaging with no gemstone terminology on the label.
14-Day Inspection & Return
From the moment the stone arrives, you have 14 days to inspect it. If for any reason it doesn't meet your expectations — return it in unmodified condition for a full refund. Contact us first for an RMA number, and return shipping for approved claims is covered by us.
We've designed this process so that the risk is on us, not on you. You've seen the stone on Zoom. It arrives certified. You have two weeks to confirm it in person. That's what buying direct from a gemologist should look like.