Terms and Conditions
At Vivid Jewels, we are committed to sourcing the finest gems from our global trade networks, and we do this with utmost care. As our client, we value your trust in us and aim to build a long-lasting relationship that will span generations.
Our team is always available to offer expert advice and consultations, and we are happy to assist you whenever you need us.
Gem Hunting Deposit – To begin your buying journey, we require a deposit of $199. This deposit is refundable after 90 days if we cannot source the perfect gem for you. In the event that you decide not to continue with the Vivid Jewels buying journey after we have found the perfect gem for you, the deposit will not be refunded.
We require this deposit out of respect for our gem traders’ time and effort. They spend days searching for the perfect stone, and it can be disheartening if the buyer decides not to proceed. We take the buying journey seriously and, therefore, appreciate clients who are also serious about making a purchase.
The hunting deposit will be deducted from the final invoice payment for your jewellery, making the gem hunting service free.
When we forge alliances with our gem traders, we follow a three-step gem acquisition de-risk policy. This ensures that we work with traders who are committed to presenting us with exceptional gems that meet our stringent standards. We only work with multi-generational gem traders who respect loyalty and value long-term relationships.
After we source the gems, we thoroughly inspect and reject any substandard stones to ensure that we only present you with the finest options. We will only recommend gems that we would purchase for ourselves or our loved ones.
Once you have chosen the perfect gem, we will negotiate with the traders on your behalf to get the best possible price. In some cases, we may not be able to get the price down further as the gemstones may be exceptional, and the trader may not budge. However, this is rare, and we can usually find wiggle room in the pricing.
After negotiations, the gemstones will be certified by a reputable gem lab, depending on the trader’s location. We use only long-standing reputable labs that our valuers trust. This ensures that the gems are what they are marketed as and that there is clarity in the transaction.
The sourcing payment is usually 40% of the total jewellery investment, and this percentage can vary depending on the quality and price of the gemstone. We will discuss and agree on this before the purchase is made.
The payment must be made within 48 hours of the gem lab report confirming that the gems are natural, their locality, and their colour grade. We maintain regular communication with you leading up to the negotiations, so this payment window should not come as a surprise. Our gem traders expect swift payment, and this ensures that they value our relationship and prioritise us over other customers.
Even after successful negotiations, certification, and payment, we still have one more layer of risk mitigation with our gem traders. Our refund policy states that we have a 7-day period to inspect the gems in person and make the final decision. We have our jewellers be our third inspection point, and if they say the quality isn’t good enough for heirlooms, we will send the stone back to the trader for a full refund, and we will continue the search.
After this, we secure the gemstone on your behalf and have it sent to our jewellers.
The excitement of gem hunting is now transmuted into the design phase…
Our design process is currently offered at no extra charge, as we leverage our relationships to secure your heirlooms. We work with a reputable jeweller who employs a large, skilled staff that creates jewellery for some of the most prominent jewellery brands in Europe and the US. Combining traditional hand sketching with cutting-edge computer technology, the jeweller ensures that your design is perfect for you.
Typically, we have the final jewellery piece in mind before the gemstones arrive. We utilise the mood board concept from filmmaking, along with a strong brief and inspirational shots, to help our designers understand your vision. For more unique and complex designs, our designers will hand-sketch a variety of options for you to choose from.
Once the hand sketches are refined and approved, the concept is created in computer-aided drawing or CAD. We don’t start the CAD process until the gemstones arrive, as the designer needs to see how to best present the stones based on their exact dimensions. After the CAD designs are made, we share them with you and discuss any refinements to the design. We look at the settings and elegance of the design and fine-tune it to perfectly work for you.
We then send the refinement feedback to the designer, who prepares the final CAD designs for approval. Any small tweaks at this stage are at no extra charge, but if we need to restart the design process, a design fee will be introduced to protect the designer’s time.
The next 30% instalment is due at this stage to secure any additional diamonds for the jewels and order materials.
Prices for the designs are subject to change without notice. We may need to adjust our prices due to fluctuations in material costs and availability. We will make every effort to keep our prices competitive and inform you of any significant price changes.
Once everything is approved and paid for, the jeweller takes over and starts creating your heirloom. A quality control inspection is carried out to check the strength of the setting and ensure that the jewels will wear well. If necessary, the inspector will send the piece back to the jeweller for additional work. Once quality control is assured, we receive a video of the jewels, which is always exciting as we see the computer designs come to life.
The excitement builds as your jewels are packaged and securely shipped. To ensure safe delivery, the jeweller uses a clever string and wax method, tightly wrapping the box with string and stamping it with wax seals in random locations. If anyone tries to tamper with the package, the seals will be broken, deterring any potential theft or tampering. We rely on trusted courier services like FedEx or DHL for fast and reliable worldwide shipping.
The final 30% payment is now due. After sourcing exquisite gems and designing gorgeous jewels, they’re on their way to be valued. Once delivered, the jewels will be inspected and valued by our trusted valuer. They will research the Australian retail market to find comparable items to value against, which can take 7-10 days for unique pieces.
The valuation will come back in your name and be addressed to you, indicating the insurance replacement value, or how much you would be paid out if something happened to your jewels. As you are buying at wholesale prices, the jewels will typically value much higher than what you paid, offering a compelling reason to invest with Vivid Jewels.
Finally, your jewels will be delivered to you, and we would love to see your face as you first lay eyes on your jewellery. If you’re out of state, we will send them to you through secure local post. At this stage, we expect everything to be perfect.
However, if for any reason you aren’t satisfied with the jewels altogether, we will market them to sell locally for 60 days. If no buyer is found, we will put them to auction to recover the investment and return it to you. Although this is highly unlikely, we are confident in our service and believe you will be delighted with your purchase.
Shipping and Delivery
Once your jewellery is complete, we will have it shipped to you using a reputable courier service. All shipments are fully insured and tracked to ensure that they arrive safely and on time.
We understand that your jewellery is precious and we take every precaution to ensure that it is delivered securely. We also provide you with the option of picking up your jewellery in person if you prefer.
Returns and Refunds
We take great pride in our work and stand behind the quality of our jewellery.
If you decide to return your jewellery, we will issue you a full refund minus the cost of shipping and any applicable taxes. The refund will be made after we market and sell the jewels and the payment clears. Please note that the jewellery must be returned in its original condition and packaging.
We also offer a lifetime warranty on our jewellery, which covers any defects in materials or workmanship. If you experience any issues with your jewellery, we will repair or replace it at no cost to you.
At Vivid Jewels, we take your privacy seriously. We will never share your personal information with any third parties unless required by law.
We collect and store your information for the purpose of providing our services to you. This may include your name, contact information, and payment details.
We use industry-standard encryption and security measures to protect your information and ensure that it is kept confidential and secure.
If you have any questions or concerns about our terms and conditions or any aspect of our services, please don’t hesitate to contact us. We are always happy to assist and answer any questions you may have.
Thank you for choosing Vivid Jewels. We look forward to embarking on the jewellery-buying journey together to create your perfect heirloom.