Frequently Asked Questions
Payment
Payment Options Choose from a variety of secure payment methods available through Vinstella:
- Visa
- Mastercard
- American Express
- Paypal
Rest assured; your personal information is secure with us – we take security seriously.
No, there are no surcharges or additional fees when using credit cards to pay.Â
Product & Care
- Metal – Vinstella products are made with 925 Sterling Silver and plated with premium-grade Rhodium. (Excluding V Collection)
- V Collection – Vinstella’s V Collection are made with Tungsten & Titanium.
- Gemstones
- Quartz Diamond: Our Quartz undergoes a heating and pressure treatment process to enhance its hardness, making it comparable to pure diamond. Using our proprietary technology, we achieve a new Mohs Hardness Scale rating of 9, resulting in what we call a Quartz Diamond.
- Sky Sapphires/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.
- Quartz Diamond: Our Quartz undergoes a heating and pressure treatment process to enhance its hardness, making it comparable to pure diamond. Using our proprietary technology, we achieve a new Mohs Hardness Scale rating of 9, resulting in what we call a Quartz Diamond.
Vinstella’s jewellery is made of 92.5% sterling silver, ensuring that 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.
To ensure you enjoy your precious jewelry for as long as possible, you may follow these few tips:
- Remove your jewelry before going to bed and preferably not be worn during house work or gardening, while swimming (in salt or chlorinated water) or other while involved in any strenuous activities.
- Prevent exposure to harsh chemicals such as sulfur, perspiration, chlorine, perfume, and so on. These chemicals can remove the sheen and brilliance of the jewelry.
- Do not place several jewelry pieces in the same bag to save up space as this may result in tangling, scratching, and tarnish from contact with each other.
- Clean your jewelry regularly; rinse through look-warm water whenever you take it off and dry it thoroughly with a soft cloth.
Online Purchase
Once you have completed the checkout process and your order has been confirmed, we cannot make any changes. If you have any concerns, please don’t hesitate to contact us using the ‘Message Us’ button located in the bottom right-hand corner of the page.
Please don’t hesitate to contact us using the ‘Message Us’ button located 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.
Our team will contact you immediately in the unfortunate event of inaccurate inventory. We will cancel the other unavailable items or exchange them with other jewellery of your choice.
To include a personalized message with your purchase, enter it in the ‘Remarks’ section when you click the checkout button. We will then print it onto a gift card and include it with your order.
Yes, you may. Please contact 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 do offer international shipping. Please contact our Customer Service to determine the total price.
Once your order has been confirmed, it will be shipped within 3 working days. You will receive your order within 7 working days.
Once the item has been dispatched, we are unable to make amendments to the order.
You may reach us via Messenger or Whatsapp (+601164642763) to get updates about your order.Â
Warranty & Repair
You are always welcomed to bring along your jewelry to any nearby Vinstella Store as we offer a lifetime warranty for complimentary cleaning and polishing service.
Vinstella Do Not warranty chain items however chain that break within seven (7) days of the Purchase Date is entitled for a One-To-One item exchange. We do not acknowledge any further claims after seven (7) days from Purchase Date. The chain that comes with Vinstella pendants are complimentary items.
*Customer will have to retain and present either a Gift Warranty Card or Purchase Receipt to claim for warranty.
We offer repair services including replating, resizing, stone resetting. Should your jewelry need repairing you may bring along your item to any nearby Vinstella stores. Our Sales Associate will have your jewelry examined and will provide you the best advice for your item to be restored.
Item(s) to be repaired will then transferred back to HQ and delivered to the repair center for the following services.
*Ring resizing is limited to 2 sizes bigger or smaller from the original size, additional size will be charged at prevailing fees.
*Bracelet resizing is not applicable to all designs.
*Kindly note that you may subject for labour and shipping expenses. In some circumstances the item may have additional charges or it may not be repaired depending on the damage caused. Vinstella do not profit from this cost.Â
Visit our store locator at /store-location/.
Once your order has been confirmed, the item will be posted out within three (3) working days, and you will receive your order within seven (7) working days.Â
*We cannot assure you with the actual delivery schedule, it mainly depends on the courier company.
Once the item has been dispatched, we are unable to make amendments to the order.Â
You may reach us via Messenger to get updates about your order.Â
Refund & Exchange
Goods sold are not refundable.
We want you to be completely satisfied 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 (Online Purchase Only). You have two easy options for returning the item(s): visit one of our friendly retail stores or simply send them back to us by post.
- We kindly ask that you note that any shipping, postage, or courier fees with the exchange or return of your item(s) will be the responsibility of the customer.
- Vinstella does not take responsibility for any items lost during postage. However, we’ll do our best to assist you if something needs to be addressed with the selected courier.
- Vinstella’s staff and/or the repair centre must check and verify any returned item for its condition. 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.
- We appreciate your understanding and thank you for shopping with us!
Engraved items are non-exchangeable and non-refundable, even for wrong size selection.