FAQ & SHIPPING

ORDERS & PAYMENT

When will my order be processed?


Your order will be processed within 1-2 business days (not applicable to Bespoke / Custom services). Thereafter you will be notified via email or sms with a tracking number when your order has been shipped out.




Can I cancel / exchange / refund my order?


All orders are final sale – we do not accept cancellations, exchanges or refunds. Please ensure your order details are correct before proceeding to submit your order.




What currency are your prices stated in?


All prices on our website are stated in Malaysian Ringgit (RM).




Payments


We use STRIPE as our payment gateway. Upon checkout payments can be made via credit card.

For online bank tansfers, your order will be shipped as soon as we receive your payment.
Name: VLT ATELIER
Account: 302 677 554 101
Bank/ Swiftcode: HSBC Malaysia / HBMBMYKL
For our reference: please include your invoice number in the transfer details





SHIPPING

Delivery within Malaysia


Shipping is complimentary for orders above RM500 (nett). For orders below RM500 (nett), a RM9 shipping fee will be applied. We ship with DHL (or an alternative delivery service provider as chosen by VLT) and estimated delivery time is 5 business days.
Self-collection is available for customers based in Kuala Lumpur- at our showroom in Damansara Heights (no shipping charge applied). Select 'Self Collection' upon Checkout. Our address will be provided after your purchase or contact us.




Do you require a signature upon delivery?


Yes, your signature is required upon delivery (for international delivery). For your own protection, we do not recommend to waive this option. In the case that you have waived signature upon delivery and your package is lost or stolen, VLT will not be liable.




Can I track my order?


Yes, once your order has been shipped you will notified via email or sms with a tracking number. If you need help finding your tracking number please contact us.




Customs tax and duties


Import duties, customs and taxes are not included in the total at checkout. They are determined by the customs office at your delivery destination country. You or the recipient are liable to make payment for any import duties, customs and local sales taxes levied by the country you are shipping to.




International delivery time and cost



We ship with Aramex Courier (or an alternative courier service provider chosen by VLT). If your delivery country is not listed below, kindly contact us to check if we are able to arrange it for you.

We do not ship to PO boxes. Any customs taxes and duties associated with your purchase will be bourne by you/ the receiver. Shipping is complimentary for orders above RM2,500 (nett). Shipping rates stated above are not applicable to Custom & Bespoke pieces and Prive Collection.





PRODUCTS

Are your jewelry pieces solid gold, gold vermeil, gold plated or silver?


All VLT jewelry are made from solid gold only (14K and 18K solid gold), as we believe in high quality materials for our products. We do not use gold vermeil, gold plating or silver.

Our pieces are available in yellow, rose and white gold (and are nickle safe).

Read more.




What is the difference between 14K and 18K gold?


14K Gold compromises of 58.3% pure gold, 18K compromises of 75% pure gold. Read more.




Do your use conflict free diamonds and stones?


We work with trusted suppliers who share our same ethical values. Our diamonds and gemstones are ethically sourced from reputable suppliers and are conflict-free.




How do I care for my jewelry?


Its good practice to clean your jewelry regularly with a lint-free soft cloth. Wearing jewelry everyday can lead to accumulation of dirt which could make your jewelry appear less shiny. Read here to find out how to clean your jewelry at home.

If you require jewelry cleaning or re-polishing contact us.





OTHER SERVICES

Engraving services


We provide laser engraving services. To find out if engraving is possible on your jewelry piece, contact us. All engravings are available in upper / lower case letters, special characters and numerals. Character limit applies.




Repair and reconditioning service


If your jewelry piece requires repair or reconditioning please contact us .

VLT jewelry pieces are made with solid gold and are built to last. Although our pieces can be worn everyday, even under water, a certain level of care still needs to be taken when wearing jewelry. Exposure to elements such as perspiration, air pollutants, perfumes, soaps and lotions can dull jewelry appearance overtime- reconditioning can help your jewelry look new again.




Replacement earring backing/ stud


If you have lost your earring backing and need a replacement, contact us.




Resizing services


We provide resizing services for rings, necklaces and bracelets. However please note that the possibility to resize is dependant on the jewelry design. Contact us if you require resizing.