Frequently Asked Questions

Orders, Sizing & Customization

Yes, we offer credit card instalment plans across 3, 6, 12, and 24-month tenures with selected participating banks. Minimum spend requirements vary by bank and duration. Please refer to the chart below for details:

No. Once an order is confirmed by our system, all sales are final, non-cancellable, and non-refundable. Please double-check your items and details before completing checkout.

Yes, but you must act quickly. Please email or message our Customer Support team via WhatsApp immediately to request an update before your order is packed and shipped. Once the parcel has been dispatched, we are no longer able to amend the address.

We sincerely apologize for any inconvenience. Orders may occasionally be cancelled due to unexpected system errors, inventory discrepancies, or technical issues. Vinstella also reserves the right to cancel orders if system abuse or unauthorized promotional stacking is detected. If your order is affected, our team will notify you promptly.

We offer a 1-to-1 size exchange within 7 days of receiving your parcel or in-store purchase. You can easily swap your size at any of our retail stores across Malaysia or mail it back to our central warehouse.

👉 Read our full Returns & Exchanges Policy

Yes! Fingers naturally expand and contract throughout the day due to temperature, weather, and physical activity.

We always recommend choosing the larger size for a more comfortable daily fit. You can also order our Free Ring Sizer online to measure at home before purchasing!

Yes! If you purchased your jewellery without engraving, you can bring it to any Vinstella retail store at a later date. Our retail team will advise you on design eligibility, font choices, pricing, and turnaround time.

⚠️ Note: Engraved items are custom-made and strictly final sale (non-exchangeable and non-refundable).

Absolutely! Simply check the gift message box on the product page before adding your item to the cart, and a text box will pop up where you can write your message. If you miss it, don't worry—you can also type it in the 'Remarks' field during checkout. Your gift message card is completely FREE!

No. All Vinstella jewelry pieces are ready-made designs from our curated collections. We do not offer bespoke, custom-made settings or accept outside gemstones.

Shipping & Store Pickup

Postage is 100% FREE for all orders throughout Malaysia with a minimum spend of RM50! Orders are processed and dispatched via GDex within 1–2 working days. We always work hard to dispatch your order as quickly as possible so you don't have to wait long! You will receive a tracking link via email as soon as your parcel ships.

Yes! Select the "Store Pickup" option at checkout to collect your polished, beautifully gift-wrapped jewellery at your preferred Vinstella store.

Yes, Vinstella ships worldwide! While international orders cannot be placed directly on our website, our Customer Support team will gladly assist you with a manual order. Please note that international shipping rates and destination country customs duties or import taxes are the buyer's responsibility.

👉 Contact Customer Support on WhatsApp to Place an International Order

Quality, Materials & Care

Not at all! Our jewelry is crafted from premium 925 Sterling Silver plated with a thick layer of Rhodium (White Gold), making it 100% nickel-free and hypoallergenic even for sensitive skin. For an extra tough, tarnish-free option, check out our V Collection made of Titanium & Tungsten

Follow our simple golden rule: "Last On, First Off". Put your jewelry on after applying perfume, lotion, or hairspray, and remove it before sleeping, showering, or exercising.

👉 Read our complete Jewellery Care Guide by Material

Warranty, Servicing & Repairs

Your Limited Lifetime Warranty covers the expert craftsmanship and repair labor bench fees. The only fee you pay is a flat Postage & Secure Handling Fee, which covers the safe, insured transit of your piece to and from our master workshop.

Our Postage & Secure Handling Fee is calculated per item, not per parcel. Because every piece of jewelry is individually insured based on its unique value during international transit to and from our master workshop, the insurance and secure handling coverage applies to each piece separately. Even if multiple items are shipped together in the same package, each item requires its own individual insurance policy and tracking registration.

Rose gold gets its beautiful blush color from a natural blend of pure gold mixed with copper. Unlike gold or rhodium, copper is a reactive metal that naturally oxidizes when exposed to air, humidity, body sweat, and everyday chemicals (like perfumes or hand sanitizers). Over time, this natural chemical reaction causes rose gold plating to wear down or darken slightly faster.

No. We strictly service authentic Vinstella items only. This protects our master craftsmen's specialized equipment and ensures our brand quality standards are maintained.

Our complimentary chains come with a strict 7-day free exchange window from your date of purchase or parcel delivery. Any chain or hook damage occurring after 7 days falls under our standard paid repair or trade-in services.

If a stone drops out within 7 days of your purchase date or parcel delivery date, it is fully covered as a manufacturing defect!

We will provide a complimentary 1-to-1 replacement for your piece. Simply contact our Customer Care team or visit any Vinstella store with your purchase receipt or order number, and we will take care of it right away.

(Note: After the initial 7-day window, stone replacements fall under our standard paid repair and resetting service).

Yes, absolutely! We provide stone resetting and repair services for both main stones and smaller side (melee) stones on all authentic Vinstella pieces.

Please note that repair fees will vary depending on whether you still have the original stone:

If you found and kept the dropped stone: Bring the stone and your ring to our store. Our master workshop will reset your original stone, and you will only be responsible for the resetting service fee and standard handling/postage costs.
If the stone is lost: Our workshop will provide a replacement stone to restore your piece to its original beauty. The repair charge will include the cost of the new replacement stone plus the resetting and handling fees.

You can drop by any of our Vinstella stores anytime for complimentary on-the-spot cleaning and polishing (takes just 15–20 minutes) to instantly refresh your jewellery's sparkle!

Your piece is still fully covered under our Limited Lifetime Warranty! To proceed with a repair, the item must be shipped back to our HQ in Malaysia. Please note that all international courier fees, import/export taxes, customs duties, and repair handling fees incurred both to send the item to Malaysia and to ship it back to your home country are the responsibility of the customer.

Simply visit any Vinstella stores or contact our Customer Care team on WhatsApp with a clear photo of your piece to get a repair estimate.

Do You Have Any Question?

If you do not find the answer to your question in our FAQ, you can send us a message by filling out the form below.