FAQs
Where is Gem Vivi based?
We’re proudly based in New York City, NY, and operate exclusively online, for now. We ship globally!
Can I cancel my order?
Orders cannot be canceled once placed. However, you may request a return after your item is delivered. See our Return Policy for details.
Do you offer refunds?
Yes, we provide a 30-day return window from delivery. Items must be unworn, in original packaging, and include all tags/certificates. A $7.99 return shipping fee will be deducted from your refund. More info in our Refund Policy.
Do you offer a warranty?
Absolutely! We offer a 30-Day Limited Warranty against manufacturing defects on pieces purchased from our official website. If you notice a material or workmanship issue within 30 days, we’ll repair or replace your piece. Please note: the warranty doesn’t cover everyday wear, accidental damage, or misuse. Learn more or start a claim at support@gemvivi.com.
What ring sizes do you carry?
We offer rings in full sizes only. Most rings can be resized by a professional jeweler if you require a half size.
Will I receive a tracking number?
Yes! Once your order ships, you’ll get an email with your tracking number.
Do you ship internationally?
Yes, we ship worldwide! Free standard shipping is available on orders over $150, and we deliver to more than 90 countries, including the US, Canada, the UK, Australia, and the EU.
How long will my order take to arrive?
Orders are processed Monday–Friday by 3 pm ET.
USA Standard Shipping: 3–5 business days after processing
USA Express Shipping: 1–2 business days (extra fee)
International Shipping: 7–14 business days, depending on location and customs
What materials do you use?
All jewelry is crafted with high-quality 925 sterling silver, 18k white gold plating, and the highest-grade cubic zirconia—a more ethical choice than genuine gems.
Do you offer gift packaging?
Yes! Every purchase arrives in beautiful, ready-to-gift packaging at no additional cost.
How should I care for my jewelry?
Avoid water, lotions, and perfumes. Store pieces separately in their original box or pouch. Clean with a soft cloth. Detailed tips are in our Product Care Guide.
How do I contact customer service?
Email us at support@gemvivi.com, Monday–Friday, 10 am–5 pm ET. We’re here for you!
How does the warranty process work?
To start a warranty claim, email support@gemvivi.com with your order confirmation, a clear item photo, and a description of the issue. We’ll respond within 24 hours. If eligible, repairs or replacements usually take 4–6 weeks. Not covered by warranty? Out-of-warranty repairs are available for a flat $35 fee.