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Frequently Asked Questions

We’ve got answers.

We believe perfection is feeling 100% confident about your purchase.

Discover more about our passions, process, and products below.

If you can’t find what you’re looking for, drop us a line at Client Care. 

Our Jewelry

Are the Diamonds used in Verlas jewelry all natural?

Yes, all diamonds used in Verlas jewelry are sourced directly from world-class mines such as DeBeers, Alrosa, Rio Tinto, Dominion, etc. 

Do you offer lab-grown diamonds?

We do not offer lab-grown diamonds yet.

Are Verlas diamonds conflict-free?

Absolutely! We only have high-tier, socially-responsible diamonds, directly sourced from world-class mines such as DeBeers, Alrosa, Rio Tinto, Dominion, etc.

What is the quality of the diamonds used in Verlas jewelry?

Our default offering is VS and SI diamonds in EX/VG cuts and H/I color. Other qualities, jewelry certification, and/or certified diamonds are available on special request. Additional charges maybe applicable.

Is all your jewelry made in real gold and platinum?

Yes! All our jewelry is crafted in real 14K and 18K Gold and 95% Platinum. None of our jewelry is gold vermeil, gold plated or gold filled jewelry.

What if I lose a diamond?

Unfortunately, lost diamonds are not covered under Verlas Care.  However, we’re able to replace the missing diamonds for an additional cost. Please contact Client Care for further assistance.

Where is your jewelry made, and what are your manufacturing standards?

Verlas jewelry is crafted in RJC-certified Verlas Studios that follows best practice principles. We pride ourselves in the materials we use and the jewelry we handcraft. You can read all about it here.

Can I request a specific customization to my jewelry?

Absolutely! Please contact Client Care, and we'd be happy to help you.

I’ve ordered the wrong size.

You can return your ring and repurchase the correct size! We will replace the ring upon receiving the return. If it is after 30 days but within 60 days, you can return your ring for Verlas Credits and reorder the right size. (Shipping charges may apply).

Product Care

How do I take care of my jewelry?

A little love goes a long way! When not wearing your jewelry, store it in a protective case or pouch to maintain sheen. We recommend removing your jewelry when applying scents, lotions and sprays and putting it on last before heading out the door. Finally, a simple clean is one of the best ways to love your jewelry:

1. Mix a few drops of detergent-free soap with warm water.

2. One piece at a time, soak your jewelry.

3. Use a very soft brush to lightly clean each piece.

4. Rinse with care (and don’t drop it down the drain – We’ve been there!)

5. Lightly dry the jewelry with a lint-free cloth or paper towel. 

I've followed the instructions and tried cleaning my jewelry at home. My jewelry still lacks luster. What do I do?

Not to worry. Regular wear and some times can cause that to happen. As long as your Verlas Jewelry is under Verlas Care, we’ll restore your piece to perfection free of charge. Shipping charges apply. Contact Client Care for repair quotes if your jewelry is not under Verlas Care. 

Sizing

What’s my ring size?

To find your perfect fit, please check our ring sizing guide here. In our experience, if you’re a half size, it’s best to order a size up. For example, if you’re between 6 and 7, go with 7. If you need a hand determining your best fit, we're always here to help!

Can I have my ring resized after 60 days from purchase?

If your Verlas Jewelry is under Verlas Care, we’ll resize it for you for free. If not, there will be an additional service fee for resizing. 2-way shipping charges apply.

Do your necklaces come in different lengths?

Verlas' versatile necklaces are designed to be worn at various lengths, thanks to the adjustable design. Wear at full-length (18 inches), or clasp it at the extra jump ring to wear it shorter (at 16 inches). Voila!

Some necklaces come at shorter and longer lengths. Drop us a line at care@verlas.com for further assistance.

Do your bracelets come in different lengths?

Our tennis bracelets come in a standard size of 7". If you need a different size, Please reach out to Client Care  so we can better assist you.

What if I wish to resize my new jewelry?

We will gladly accept resizing requests within 30 days from delivering you your jewelry. Verlas covers one round of resizing complimentary. Shipping charges may apply.

Where do you ship?

Shipping to all U.S. States is free for orders $750 & above. Write to care@verlas.com to inquire about international shipping.

How much does shipping cost?

Shipping is free across U.S. States and for order value $750 & above.  There is a small shipping fee of $30 for orders under $750.

Why do you charge shipping on order value below $750?

We deliver the highest quality on our jewelry at very low margins. As a business, we do not believe in burdening you with unnecessary operational costs by building it into the pricing of your jewelry.

Will my order be insured?

Rest easy – all orders and returns are insured by our Shipping Partners.

Can I change or cancel my order after it’s placed?

Depending on which part of the crafting process your order is at, it may be easy or difficult to accommodate changes. Please reach out to Client Care so we can better assist you.

When will my order be delivered?

Updated for COVID-19: Your order will be ready to ship within 8-10 business days. Depending on your state of residence, shipping times may vary. Once your order has been placed, a Verlas Concierge will send you tracking details with confirmed delivery times.

I had a special request on my order. How long will it take to ship my jewelry?

Special requests are made to order and typically ship within 12-15 business days, but we’ll be in touch with a more defined timeline. If you’re on a tight deadline, we’ll do our best to take care of you – just contact Client Care to talk rush orders. Note: shipping charges apply.

Can I expedite my order?

We take care to handcraft every piece of Verlas jewelry to perfection. As we customize every order to your needs, we don’t recommend rushing your order. However, if it's absolutely necessary for you, we will try our best to make it happen. Please reach out to Client Care so we can help you explore options. Please note that expedited shipping charges apply, and timing options may vary depending on your zip code. 

How can I track my order?

You should receive a confirmation email with your tracking number when you place your order. You can always check My Orders to track your shipment.

Do you deliver orders on weekends?

We don’t deliver on weekends or U.S. holidays.

What if I miss my delivery?

We recommend getting in touch with your local DHL or FedEx offices that attempted to deliver your shipment. Note that since all deliveries require a signature, the package will never be left at the door.

My tracking number says delivered, but I can't find my package.

All Verlas shipments require a signature upon delivery. Please reach out to Client Care so we can help investigate the matter.

Try-at-Home

Please also visit our Try-at-Home page for more info.

Can I keep my Try-at-Home kit? 

Sure, if you’d like! However, you’ll need to return the full Try-at-Home kit (regular or custom) to receive your refundable deposit. If you don’t return the kit within 15 days, you will be charged 100% value of the deposited amount. If you love your Try-at-Home replicas, you can always purchase the real, perfected thing. We will provide 100% value of the deposit in the form of credits to be applied to your final purchase.

What if I wanted a custom replica?

We can do that for you! A custom Try-at-Home kit comes at $149 and gives you the option of getting up to 3 custom replicas or mix-and-match custom replicas with regular ones. You will be charged $49/custom replica only if you decide not to proceed with a final purchase.

Why do you charge $49/custom replica?

You're charged only if you don't move forward with a final purchase. This charge covers our cost towards creating a customized piece especially for you. If you love what you received and decide to purchase the real thing, return and replica and we will credit you 100% value of the deposit towards your final purchase.

Do Try-at-Home rings come in every size?

Our standard Try-at-Home replica rings are a size 7, and they include a free ring sizer to ensure you find your perfect fit. To try a different size, send your special request to Client Care.

Can I order Try-at-Home jewelry in my choice of color?

Absolutely. Rings come in all colors while earrings and necklaces come in white metal – if you’d like to try another metal color, contact Client Care and we’ll craft it especially for you. Please note that customized replicas may take a bit longer to arrive. 

Is the Try-At-Home jewelry real?

Try-at-Home replica pieces are perfected to look like the real thing, but are made of brass and cubic zirconia. Not to worry – it’s all crafted with the same flawless look and feel.

I missed my 15 day return period. Will my deposit still be refunded?

If you fail to ship the box within 15 days of receipt, we will unfortunately not be able to refund your deposit. 

Can I return the Try-At-Home box without the original tags?

Without the original tags, we’re unable to verify that the jewelry is ours. Please keep tags intact on the jewelry in order for your deposit to be refunded.

Verlas Care

Visit our Verlas Care page for more info. 

Does my jewelry come with Verlas Care?

At Verlas, we call our warranties “Verlas Care.” This feature is not built into the price of any Verlas jewelry, but it’s easy to add on within 60 days of purchase if you’d like. Reach out to  Client Care, and we’d be happy to help. Verlas Care costs depend on the price tier of your jewelry as follows:


Below $500 . ------ Verlas Care = $99

$501 - $1000 ------ Verlas Care = $149

$1001- $2000 ------ Verlas Care = $199

$2000 - $3000 ------ Verlas Care = $249

Above $3000 ------ Verlas Care = $299

Is Verlas Care refundable?

Unfortunately, Verlas Care is non-refundable.

When does my Verlas Care expire?

If you have purchased Verlas Care, it expires 5 years from the date of purchase.

What happens to the remainder of my Verlas Care once I’ve completed a Buy-Back or an Upgrade?

Every unique warranty under Verlas Care corresponds to a specific product, and unfortunately can’t be transferred over to other products. When you upgrade your jewelry, you must purchase new Verlas Care for your Upgraded jewelry. When Verlas carries out a Buy-Back, it purchases the jewelry as well as its Verlas Care.

Why should I purchase Verlas Care?

Verlas Care must be purchased to take advantage of Verlas’ whole breadth of services, including Buy-Backs, Upgrades, and complimentary repairs. However, if your product is not covered under Verlas Care, you can still reach out with repair-related requests for a fee (under the same conditions as mentioned under Repairs).

What repairs are covered under Verlas Care?*

-Industrial Jewelry Cleaning

-Fixing Scratches on Metal

-Metal Polishing 

-Tightening Loose Prongs / Loose Diamonds

-Ring Resizing 

-Fixing Broken/Entangled Chains 

-Tightening Loose Push-Backs for Earrings

-Removing, Adding or Changing Engraving

-Repairing Bracelet/Necklace Hooks 

*If you’re not covered under Verlas Care, contact Client Care to get quotes for repairs.

Do any repairs require additional costs?

If your jewelry is damaged, is missing parts such as diamonds, or isn’t covered under Verlas Care, contact Client Care, and we’ll send an estimate for the services you’re interested in. Shipping is additional.

Upgrades

Visit our Upgrades page for more info.

What is the Upgrade Program?

You can upgrade Verlas jewelry of any value for another piece from Verlas that is 50% or higher in value of the original jewelry. (Example: If your original Verlas jewelry costs $1000, your new piece should be at least $1500 or more). Upgraded jewelry is subject to inspection. 

How can I send my jewelry for an Upgrade?

If your jewelry is under Verlas Care, please get in touch with Client Care so we can start the process, help you generate a shipping label, and detail how to add insurance to your shipment.

Is shipping free? 

We factor the cost of shipping into the Upgrade value of your item so you don’t have to pay for shipping separately. 

Does my Verlas jewelry qualify for an Upgrade?

You’re all set, as long as: 

1. Your jewelry was purchased from Verlas

2. Your jewelry is still under Verlas Care  

3. You’ve included the Diamond Grading report

4. Your jewelry hasn’t been altered, damaged, or tampered with 

What jewelry is not eligible for Upgrade?

Jewelry will be cross-referenced with our records, examined by our Master Goldsmith to verify diamonds, and inspected by a gemologist to verify certificates.
Unfortunately, we can’t accept jewelry that:

1. Was not purchased from Verlas

2. Is not under Verlas Care

3. Does not include the Diamond Grading report

4. Has been altered or is missing parts

How much credit will I get for my Upgrade?

You’ll receive 100% credit for the original purchase value if your piece is in perfect order. 

Is shipping and handling included?

In order to give you the absolute best Upgrade value for your Verlas jewelry, we ask that you cover shipping and handling costs for your Upgrade.

Can I upgrade my engraved pieces?

Absolutely – as long as they were purchased from and engraved by Verlas. We’re unable to accept items engraved by a third party. 

Is old jewelry that has been Upgraded re-sold by Verlas?

Most definitely not! We would never re-sell used jewelry. Every piece we offer is completely new, hand-perfected, and made from the best of the best. 

Can I use partial Verlas jewelry, like my stone or band, toward an Upgrade?

We will upgrade diamonds, only as long as the new jewelry is 50% higher in value than the original product.

I don't have Verlas Care, how can I still apply for an Upgrade?

You have 60 days from the purchase of your jewelry to decide whether or not you'd like to add Verlas Care to it. For more details, see our Warranties section. If you've crossed the 60 day period, we're sorry to inform you that your jewelry is no longer eligible for Verlas Care, and hence, Upgrades.

What if my jewelry gets lost?

If you think your shipment may have been lost, contact Client Care immediately. 

When will my Upgrade credit be initiated?

As soon as we receive your returned jewelry, our QC team will require around 2 business days to confirm that everything has been received in perfect order. If you agree to proceed, you will then receive Verlas credit for your jewelry.

What’s the difference between Upgrades and Buy-Backs?

Both of these services require warranties, and ask that you send your Verlas pieces back to us (ideally in perfect order). The difference is that with an Upgrade, it’s like you’re making an exchange for a higher-value piece (and applying the exchange value towards the higher-value piece). Buy-Backs are more like selling existing pieces back to Verlas, in exchange for Verlas credit. 

Repairs

Visit our Repairs page for more info.

How can I send my jewelry for repairs?

If your jewelry is under Verlas Care, repairs are on us. Since you pay for shipping, you can purchase a label through Verlas and insurance will be added to by default. For more information, visit our Repairs page.

My jewelry has lost its luster. Can you help?

A simple clean may do the trick. Follow the steps below, and if your jewelry is still lackluster, we’ll happily repair it for you (charges apply for pieces not under Verlas Care).

1. Mix a few drops of detergent-free soap with warm water.

2. One piece at a time, soak your jewelry.

3. Use a very soft brush to lightly clean each piece.

4. Rinse with care (and don’t drop it down the drain – We’ve been there!)

5. Lightly dry the jewelry with a lint-free cloth or paper towel. 

I don't have Verlas Care. How can I repair my jewelry?

You have 60 days from the purchase of your jewelry to decide whether or not you'd like to add Verlas Care. For more details, see our Client Care section. Jewelry that is not covered under Verlas Care can be repaired at a cost. Fill out the contact form on the Repairs page, and we’ll send you an estimate for the services you request. Shipping charges are additional.

What repairs are covered under Verlas Care?*

-Industrial Jewelry Cleaning

-Fixing Scratches on Metal

-Metal Polishing 

-Tightening Loose Prongs / Loose Diamonds

-Ring Resizing 

-Fixing Broken/Entangled Chains 

-Tightening Loose Push-Backs for Earrings

-Removing, Adding or Changing Engraving

-Repairing Bracelet/Necklace Hooks

*If you’re not covered under Verlas Care, contact a Verlas Concierge to get quotes for repairs.

How long do repairs take?

Depending upon the complexity of repairs requested, our team will be in touch with you with a confirmed timeframe.

Can I send non-Verlas jewelry for repair?

We only accept Verlas jewelry that is covered under Verlas Care.

What if my jewelry gets lost?

If you think your shipment may have been lost, contact Client Care immediately.

What if my jewelry is damaged? 

Jewelry is subject to inspection across services. If diamonds are missing, metal is damaged, or the piece has been tampered with, it may be outside the terms of Verlas Care. If there’s an issue with your piece when we receive it, we’ll reach out.

Buy-Backs

Visit our Buy-Backs page for more info.

How do I start the Buy Back process?

Contact Client Care and let them know:

Why are you looking for a Buy-Back? Is your jewelry damaged or missing any parts? Has a third party cleaned, polished, or altered your jewelry?

A Verlas Concierge will reach out to help you get started.

Why is there a 35% fee factored into the value of my jewelry’s Buy-Back?

At Verlas, we Buy-Back your jewelry in perfect condition for *full retail value, minus 35%. For full transparency, we’ve chosen a fixed fee so you’re clear on exactly what’s deducted, and know that you’ll still be getting top value at Verlas. This is deduction is used to cover labor costs and other unrecoverable costs for the service. 
*Buy-Back credit may be deducted if jewelry is found to be altered or 

damaged. 

Does my Verlas jewelry qualify for Buy-Back?

You’re all set, as long as:
1. Your jewelry was purchased from Verlas

2. Your jewelry is still under Verlas Care

3. You’ve included the Diamond Grading report

4. Your jewelry hasn’t been altered, damaged, or tampered with 

What if Verlas does not accept my Buy-Back?

If you meet Verlas’ specifications (see previous answer), you likely have nothing to worry about. However, if there is an issue, a Verlas Concierge will be in touch to provide additional estimates or send your jewelry back (if you prefer). 

I don't have Verlas Care, how can I still apply for a Buy-Back?

Verlas Care is what we call our warranty program. You have 60 days from the purchase of your jewelry to decide whether or not you'd like to add Verlas Care to it. If you've crossed the 60-day period, we're sorry to inform you that your jewelry is no longer eligible for Verlas Care or Buy-Backs.

What jewelry is not eligible for Buy-Back?

Jewelry will be cross-referenced with our records, examined by our Master Goldsmith to verify diamonds, and inspected by a gemologist to verify certificates.

Unfortunately, we can’t accept jewelry that:

1. Was not purchased from Verlas

2. Is not under Verlas Care

3. Does not include the Diamond Grading report

4. Has been altered or is missing parts

When will my Buy-Back credit be initiated?

As soon as we receive your returned jewelry, our QC team will require around 2 business days to confirm that everything has been received in perfect order. If you agree to the Buy-Back value, you will then receive Verlas credit for your jewelry.

Is Buy-Back jewelry re-sold by Verlas?

Most definitely not! We would never re-sell Buy-Back jewelry. Every piece we offer is completely new, hand-perfected, and made from the best of the best. 

Will Verlas Buy-Back my engraved pieces?

Absolutely – as long as they were engraved by Verlas. We’re unable to accept items engraved by a third party. Note that we do charge for shipping on Buy-Backs of engraved pieces.

What’s the difference between Upgrades and Buy-Backs?

Both of these services require warranties, and ask that you send your Verlas pieces back to us (ideally in perfect order). The difference is that with an Upgrade, it’s like you’re making an exchange for a higher-value piece (and applying the exchange value towards the higher-value piece). Buy-Backs are more like selling existing pieces back to Verlas, in   exchange for Verlas credit. 

Returns

Visit our Returns page for more info.

How do I make a return? 

Contact Client Care and let them know:


-Why are you looking to make a return?

-Is the jewelry damaged or missing any parts?

-Do you still have the original tags, packaging, diamond grading certificate, and receipt?

-Has a third party cleaned, polished, or altered your jewelry?

A Verlas Concierge will reach out to help you get started.

What is your full return policy?

Non-promotional purchases: We offer free returns within 30 days with a 100% refund to your original mode of payment. Within 60 days, we offer 100% store credit, and shipping charges apply.


Promotional purchases: Returns within 30 days are chargeable at $30 for order value under $750 and $45 for order value $750 & above. 100% refund will be made to your original mode of payment. Within 60 days, we offer 100% store credit, and shipping charges apply.

In either case, please ensure original tags are attached, packaging is intact, and jewelry is unworn. 


If you notice any irregularities when you receive your jewelry (dull sheen, scratches, broken or missing parts, etc.) please bring to the Verlas Concierge’s attention on care@verlas.com within 48 hours of arrival.

All returns are subject to inspection that requires 3-5 business days to process.

Do you accept exchanges?

We do not have an Exchange Program. If you're looking to exchange your Verlas jewelry for something else, view our Upgrades Service instead.

What happens if I miss the 30-day return window?

If you miss the 30-day free return deadline, we’ll gladly accept returns for 100% store credit up until 60 days post-delivery (shipping charges apply). 

When will my refund be initiated?

As soon as we receive your returned jewelry, our QC team will require around 2 business days to confirm that everything has been received in perfect order before initiating the refund. If we seek further clarifications, we will get in touch with you immediately.

Can I return engraved items?

Absolutely – as long as they were engraved by Verlas. We’re unable to accept items engraved by a third party. Note that we do charge for shipping on all returns of engraved pieces any time within 60 days. 

What about gift returns?

We gladly accept gift returns. Follow the regular return process, and be sure to include your gift receipt when you ship the returned item. Upon return, gifts are eligible for Verlas Credit equal to the value of the gift. This credit will be valid for a year from the date of being added to the account.

When can I expect the refund to reflect in my account?

Refunds typically take 8-10 business days or sooner to reflect in your bank account. It may sometimes take longer depending on your bank's processing times.

Can I return a purchase made with Verlas Credits?

Yes! Please see Returns for more info. Your refund will be applied as Verlas Credit. 

I've lost the original tag on the jewelry. What do I do?

You may send the jewelry within 60 days, but please note that shipping charges apply on all untagged returns any time within 60 days. Refunds will be added as Verlas Credits. Our QC team will review the returned jewelry to ensure that it is unworn & unmodified from its original form and get back to you if they seek any clarifications.

My order has a gift. How will you be sending it?

We’ll add some extra touches like a handwritten gift note, gift bag, and wrapping tissue to make your gift feel even more special. A Gift Receipt will be included, which will need to be 

presented if the recipient wishes to return it or add Verlas Care.

Can I include a personalized gift message with my purchase?

Of course! Please contact The Verlas Concierge with your request.

I received Verlas Jewelry as a gift. How can I initiate a return?

We gladly accept gift returns. Follow the regular return process, and be sure to include your gift receipt when you ship the returned item. Upon return, gifts are eligible for Verlas Credit equal to the value of the gift. This credit will be valid for a year from the date of being added to the account.

Do you offer Gift Cards?

Yes! Reach out to care@verlas.com for further assistance.

Can I choose my preferred font for engraving?

We offer 3 different font options for engravings. We can’t accommodate other fonts at this time, but hope to in the near future!

Can I add an engraving to a new order or change an engraving to an order I’ve already placed?

You can add an engraving to a piece you’d like to order as you customize it on the product page (before you add it to cart). 

You can add engravings to orders you’ve already placed as long as they haven’t been shipped. Please contact Client Care for immediate assistance.

After I receive my engraved jewelry, can I change/remove what's engraved?

Absolutely, as long as its engraved by Verlas! To do so, you will have to make a return within 60 days and place a new order. Shipping charges will apply on the returned jewelry. 

Can I get more than 20 characters engraved on my jewelry?

20 characters is the maximum number we can currently accommodate.

Can I return engraved items?

Absolutely – as long as they were engraved by Verlas. We’re unable to accept items engraved by a third party. Note that we do charge for shipping on all returns of engraved pieces any time within 60 days. 

Why is my Verlas jewelry appearing tarnished or smelling of metal after only a few wears?

It's common for some chemical/s from your perfume, hair-product, deodorant, body lotion etc. that come in contact with your jewelry to cause a reaction. We recommend you put on ANY jewelry item right at the end, after getting ready for your day or dressing up for a special occasion. Chemicals in products can tarnish your jewelry immediately or slowly over time. Please reach out to care@verlas.com for further assistance.