Explore some of the most frequently asked questions about VUOI below. If you can’t find the answer you’re looking for, feel free to reach out to our customer care team using the options provided.
ORDERING:
How long will it take to receive my purchase?
Every piece is lovingly handcrafted just for you, because we believe you deserve nothing less than perfection. If the item is in stock, it will be dispatch immediately. If it’s not currently available, please allow us 14–21 business days to create your one-of-a-kind treasure.
Can I change my order details after it has been placed?
If your order hasn’t been dispatched, we can update details such as your shipping address or size. However, if the order has already been dispatched or completed, we won’t be able to make any changes. For assistance, please contact our Customer Care team at hello@vuoi.com.au or call 1300 170 581.
What methods of payment do you accept online?
VUOI accepts Visa, Mastercard, American Express, PayPal, and Union Pay.
Do you sell gift cards, and can I use them in-store too?
Yes, you can purchase gift cards online, which can be used both in-store and online.
Do you offer discounts or promotions?
Generally, we don’t offer discounts on our products. However, we invite you to join our Vuoi Tribe to earn Tribe Treasures—points that can be redeemed for value on your orders and unlock special surprises for our members. If we have any promotions, we’ll keep you updated through our newsletter and social media channels.
How do I find out the status of my order?
You’ll receive an order confirmation email, followed by a notification with tracking information once your order has been dispatched. For updates, feel free to contact our Customer Care team during Australian business hours.
I didn't receive an order confirmation and/or tracking information. What should I do?
Check your SPAM/Junk folders. If issues persist, email our Customer Care team at hello@VUOI.com.au.
Can I place a phone order?
No, we do not facilitate phone orders.
Do you provide tax invoices for online orders?
Tax invoices are sent automatically to your email. If you provided only a mobile number, contact us for assistance.
DELIVERIES:
How do I track my orders?
Once your order is dispatched, you’ll receive a notification with tracking details. Simply follow the link to track your order.
Do you ship to PO boxes?
Yes, VUOI ships to PO boxes within Australia.
Do you offer in-store pick-up?
Yes, choose in-store pickup during checkout. Production time applies, and you'll be notified when it's ready.
I selected in-store pickup. How will I know when to come in store?
You'll receive an email or text notification when your order is ready, along with boutique opening hours.
Do I need to sign for the delivery?
Yes, due to the high value, signatures are required.
Will I need to pay custom duties and taxes?
Our pricing excludes overseas custom duties and taxes. Please check with your federal/local government to see what your import duties and taxes are.
My tracking information says my order was delivered but I haven't received it. What should I do?
Please check with your reception, concierge, office, neighbours, or front of your house before contacting the courier service. Please confirm with the courier for details of your delivery. If your parcel is untraceable, please contact our Customer Care team via hello@VUOI.com.au for further assistance.
PRODUCTION:
Is your jewellery made to order?
Yes, VUOI jewellery is handcrafted with care to ensure the highest quality. Some pieces are in stock—check the product description for production time details.
Is your jewellery nickel-free?
Yes, all VUOI’s jewellery is nickel-free.
Where are your items made?
VUOI’s jewellery is designed in Sydney, Australia. We work with a team of skilled artisan jewellers, specialising in various jewellery techniques, who handcraft each piece to order. Additionally, we collaborate with a small network of fine jewellery manufacturers internationally.
REPAIRS & AFTERCARE:
Do your items come with a warranty?
Yes, a 12-month warranty covers manufacturing faults. Please note that this does not include damage from wear and tear, oxidised or fading plating, broken chains, cracked or broken stones or pearls, or bent rings or earrings. For assistance, contact us with proof of purchase.
My item is broken. Can you fix it?
Our talented atelier team can repair most pieces to their original state. To request a repair, please contact our Customer Care team at hello@VUOI.com.au with your order number and photos of the item. We’ll review your request and advise you on sending the piece(s) back to us. After assessment, we’ll provide a detailed repair description and quote. Repairs typically take 3-10+ business days, depending on the work required. Please note, postage costs to and from are the customer’s responsibility.
Do you offer a cleaning service?
Yes, please drop your items into either our Sydney boutique or contact our Customer Care team at hello@VUOI.com.au to organize a cleaning service. If styles can be polished by our team in-store, this service is complimentary. If styles need re-plating/extra cleaning, there will be a fee for this.
Can I swim/shower with my jewellery?
Our jewellery is waterproof and can be worn while swimming or showering. However, we recommend avoiding hot springs or exposure to chemicals found in perfumes and cosmetic liquids to maintain the quality and longevity of your piece.
Can I exercise with my jewellery on?
No, VUOI suggests always taking your jewellery off before exercising, as sweat can damage the plating of your pieces. Additionally, while strong, our jewellery is still fine and delicate and may break if pulled during vigorous activities.
How do I clean my jewellery?
Solid gold pieces can be cleaned using a polishing cloth or jewellery cleaning solution. Avoid using tissue paper or paper towels as they may scratch the surface. For a complimentary cleaning service, please contact our team.
My solid gold jewellery has tarnished. What should I do?
Due to different skin acidity levels and how the product is worn (e.g., with moisturiser, in water, etc.) and stored, tarnishing can occur for solid gold jewellery. Solid gold jewellery can be cleaned with an appropriate polishing cloth/cleaning solution.
I lost my earring back. Can you replace it?
Contact Customer Care via hello@VUOI.com.au for assistance; replacement may incur a fee.
My chain is knotted. What should I do?
Knotted chains can be difficult to untangle and there is unfortunately no easy fix. VUOI recommends using two small pins or needles and patiently separating the knots, avoiding any stress or unnecessary tension to the chain, as this will result in stretching and eventual breakages. If you find you are struggling with a stubborn knot, you can send the piece to us to have it detangled. Please contact Customer Care at hello@VUOI.com.au if this is a service you require.
Do you use genuine and ethically sourced diamonds and precious stones?
Yes, VUOI ensures all diamonds, precious stones, pearls, and gold are ethically sourced from trusted suppliers, adhering to the Kimberley Process and Jewellery Council standards.
BESPOKE AND CUSTOM STYLES:
I am after a custom design/ bespoke piece, who should I contact?
Email hello@vuoi.com.au with details such as your name, budget, metal you wish to use, design ideas, and any other relevant details. VUOI will get back to you regarding an appointment where these details and a quote can be further discussed.
Do you do Men’s jewellery?
Yes, we offer a range of men’s jewellery and design. Contact us via hello@VUOI.com.au for an appointment.
How is the price of a diamond ring/piece determined?
Pricing depends on diamond quality, size, metal, and labor. Factors include carat, clarity, colour, and cut for diamonds.
How do I find out my ring size?
Refer to our sizing guide page or visit our boutique for sizing.
