Frequently Asked Questions
Payment
Choose from a variety of secure payment methods available through Vinstella:
- Visa
- Mastercard
- American Express
- Paypal
- Buy Now, Pay Later by Atome
Rest assured your personal information is secure with us – we take your privacy seriously.
No, there are no additional charges for using credit cards. However, a shipping fee will be incurred if you ship to places outside of Malaysia.
Product & Care
- Metal – Vinstella’s products are made with the highest grade of silver, namely, the 925 Sterling Silver, plated with premium-graded Rhodium. (Excluding V Collection)
- V Collection – Vinstella’s V Collection are made with Tungsten or Titanium.
- Gemstones
- Quartz Diamond: Our Quartz undergoes a heating and pressure treatment process to enhance its hardness, making it comparable to pure diamond. Using a proprietary technology, we achieved a new Mohs Hardness Scale rating of at least 9/10, resulting in what we called a Quartz Diamond.
- Sky Sapphire / Radiant Ruby / Forest Emerald: Our semi-precious gemstones are made of natural corundum and undergo a unique heating process to transform them into precious gems.
- Vinstella Lab-Made Diamond: Our lab-made diamonds replicate the natural formation process, ensuring a quality comparable to natural diamonds. The flawless craftsmanship of our 100-facet lab-made diamonds is proof of this commitment.
Vinstella’s jewellery is made of 92.5% sterling silver, ensuring it’s nickel-free and hypoallergenic. You can be confident that our products do not contain materials that could irritate even the most sensitive skin.
Purchasing Online
Once you have completed the checkout process and your order has been confirmed, we cannot make any changes. If you have any concerns, please do not hesitate to contact us using the ‘Message Us’ button at the bottom right-hand corner of the page.
Please don’t hesitate to contact us using the ‘Message Us’ button in the bottom right-hand corner of the page. We will do our best to help!
Yes, you can. Don’t hesitate to contact our friendly Customer Service personnel by clicking on the button in the bottom right-hand corner of the page.
If inaccurate inventory is found, our team will contact you immediately. We will cancel the other unavailable items or exchange them for jewellery of your choice.
To include a personalised message with your purchase, enter it in the ‘Remarks’ section when you click the checkout button. We will print the message on a gift card and include it in your order.
Yes, you may. Please get in touch with our customer service representative to learn more.
Shipping
GDex will be the main courier for orders from Vinstella website.
Postage is FREE OF CHARGE (FOC) throughout Malaysia. We also offer international shipping. Please get in touch with our Customer Service to determine the total price.
Once your order is confirmed, it will be shipped within 3 working days and delivered within 7 working days. If there is any delay, our customer representative will notify you.
Once the item has been dispatched, we cannot amend the order.
You may reach us via Messenger or Whatsapp (+601164642763) to get updates about your order.
Refund & Exchange
Goods sold are not refundable.
We want you to be delighted with your purchase! If you need to exchange your item(s), please ensure they’re in their original, unworn condition, and include the original packaging and purchase receipt. To qualify for an exchange, please ensure you return the item(s) within 7 days of the purchase date/receiving date
You have two easy options for returning the item(s):
- Visit one of our friendly retail stores.
- Send them back to us by post. (For more information, please contact our customer service representative to learn more.)
Engraved items are non-exchangeable and non-refundable, even for wrong size selection.
- Please email customercare@vinstella.com within 24 hours of receiving your product, including proof of purchase. This will help us process your request quickly and efficiently.
- After receiving your email, we’ll reply with instructions. You can then mail the product to our HQ within 7 days. (Customers are responsible for all courier charges associated with returning the item to our HQ.)
- Alternatively, you may return the product to one of our physical retail stores. (Please get in touch with our Customer Service email for authorisation.)
- Please note that the customer is responsible for any shipping, postage, or courier fees associated with the exchange or return of your item(s).
- Vinstella does not assume responsibility for any items lost during postage. However, we will do our best to assist you with any issues that arise.
- Vinstella Jewellery will check and verify the condition of any returned item. Any item deemed damaged by wear and tear will not be accepted.
- On-sale items are final. No returns or exchanges are accepted for both online and store purchases.
- Vinstella reserves the right to change these terms and conditions without prior notice.
- Engraved items are non-exchangeable and non-refundable, even if the size selection is wrong.
Warranty & Repair
- You are always welcome to bring along your jewellery to any nearby Vinstella Store as we offer a Limited Lifetime Warranty for services like:
- Cleaning Service
- Polishing Service
- Vinstella does not warranty chain items; however, chains that break within seven (7) days of the Purchase Date are entitled to a One-To-One item exchange.
- We do not acknowledge any further claims after seven (7) days from the Purchase Date. The chain that comes with Vinstella pendants is a complimentary item.
- Customers must retain and present a Purchase Receipt to claim a warranty.
- We offer paid repair services such as
- Replating of Rhodium/White Gold/Gold/Rose Gold;
- Ring Resizing
- Ring resizing is limited to 2 sizes bigger or smaller than the original size.;
- Stone Resetting.
Should your jewellery need repairing, you may bring it to any nearby Vinstella store. Our Sales Associate will examine it and give you the best advice for restoring it.
- The item (s) to be repaired or services will be transferred back to HQ and delivered to the repair centre.
- Please note that you may be subject to labour and shipping expenses. Depending on the damage, the item may incur additional charges or not be repaired. Vinstella does not profit from this cost.
- Repair & Services will take approximately 45-60 days because our master craftsman is based in Hong Kong; hence, it will take time as it is an international shipment.
- Our complimentary cleaning and polishing service can be done on the spot at our retail outlets.
Size Guide
To ensure the best fit, consult our size guide chart before purchase.
