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?
Each of our pieces is handcrafted to order. Check the product description for the estimated production time, usually 21 business days, or if the item is available for immediate dispatch.
Can I change my order details after it has been placed?
If your order hasn’t been dispatched, we can amend personal details like your shipping address. Unfortunately, we can’t modify the order contents. Contact our Customer Care team via hello@VUOI.com.au for assistance.
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, but they can only be used for online purchases. For in-store gift cards, contact our Customer Care team via hello@VUOI.com.au for more information.
Do you offer discounts or promotions?
Generally, we don’t discount our products. If we have promotions, we’ll notify customers through our newsletter and social media channels.
How do I find out the status of my order?
You’ll receive an order confirmation and, once dispatched, a notification with tracking information. Contact our Customer Care team during Australian business hours for updates.
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?
If you provided an email, you'll receive an automatic tax invoice. Contact us for assistance if you only provided a mobile number.
DELIVERIES:
How do I track my orders?
Refer to the shipping confirmation email or text for courier and tracking information. Track via the courier's online service.
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 mainly handcrafted. Some items are in-stock; check the product description for production time.
Is your jewellery nickel-free?
Yes, all VUOI’s jewelry is nickel-free.
Where are your items made?
VUOI’s jewelry is designed in Sydney, Australia. We have a team of artisan jewellers who hand-craft pieces to order and also work with a small network of fine jewellery manufacturers internationally. Contact us for more details.
REPAIRS & AFTERCARE:
Do your items come with a warranty?
Yes, a six-month warranty covers manufacturing faults. Please note, manufacturing faults do not include: damage or wear and tear, oxidised or fading plating, broken chain, cracked or broken stones or pearls, or bending of rings or earrings etc. Contact us with proof of purchase for assistance.
My item is broken. Can you fix it?
Our talented studio team can repair almost all pieces back to their original state. Please contact our customer care team at hello@VUOI.com.au, advising us (with photos) of what you need repaired. We will advise you to send the piece(s) back to us, where it will be assessed by our studio team. Once assessed, we will provide you with a description of the repair, including a quote. Repairs can take between 7-10 business days. Please note, postage to and from is to be paid by the customer.
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?
No, VUOI suggests always taking off your jewels before swimming/showering. This ensures that your plating lasts for as long as possible and your jewellery stays clean and sparkly. Some jewellery, in particular, will dull if exposed to chlorine/salt water.
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 with a polishing cloth or jewellery cleansing solution. Do not use tissue paper or paper towels.
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 does. All diamonds, precious stones, pearls, and gold are sourced ethically from trusted dealers.
ENGAGEMENT AND CUSTOM STYLES:
I am after a custom engagement ring/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 wedding bands?
Yes, we offer a range of men’s wedding bands. 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 or visit our boutique for sizing. Alternatively, you can go to your local jeweller to be sized.
