FAQ & SHIPPING

ORDERS & PAYMENT

When will my order be processed?


Your order will be processed within 1-2 business days (not applicable to Bespoke / Custom services). Thereafter you will be notified via email or sms with a tracking number when your order has been shipped out.




Do I need to set up a VLT account to make a purchase?


It is not mandatory to create an account with us in order to purchase our products.

If you would like to stay updated with us and receive exclusive offers Create An Account with us.




Can I cancel / exchange / refund my order?


All orders are final sale – Unfortunately we do not accept cancellations, exchanges or refunds. Please ensure your order details are correct before proceeding to submit your order.




What currency are your prices stated in?


All prices on our website are stated in Malaysian Ringgit (RM).




Payments


Upon checkout, payments can be made via credit/debit card or online bank transfer.

For online bank tansfers, your order will be shipped as soon as we receive your payment.
Name: VLT ATELIER
Account: 302 677 554 101
Bank/ Swiftcode: HSBC Malaysia / HBMBMYKL
For our reference: please include your invoice number in the transfer details





SHIPPING

Delivery within Malaysia


Shipping is FREE for orders above RM300. For orders below RM300, a RM8 shipping fee will be applied. We ship with DHL (or any other delivery service/ provider as chosen by VLT) and estimated delivery time is 1-2 business days.
Self-collection is available for customers based in Kuala Lumpur- at our showroom in Damansara Heights (no shipping charge applied). Select 'Self Collection' upon Checkout. Our address will be provided after your purchase or contact us.




Is my jewelry insured during shipment?


All international shipments will be covered by insurance bourne by DHL Express (at no additional cost), as it is our policy to ensure your order gets to you safely.

Please take note that we use trusted courier services, as such, VLT is not liable for shipments that have been scanned as delivered.




Do you require a signature upon delivery?


Yes, your signature is required upon delivery (for international delivery). For your own protection, we do not recommend to waive this option. In the case that you have waived signature upon delivery and your package is lost or stolen, VLT will not be liable.




Can I track my order?


Yes, once your order has been shipped you will notified via email or sms with a tracking number. If you need help finding your tracking number please contact us.




International duties, customs and tax


Import duties, customs and taxes are not included in the total at checkout. They are determined by the customs office at your delivery destination country. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these are necessary to release your order from customs upon arrival.




International delivery time and cost



We ship to the below stated countries via DHL Express (includes insurance).

Shipping is complimentary for orders above RM3,000 (nett). For orders below RM3,000 (nett) a shipping fee will be charged to your order.
Please take note that we do not ship to PO boxes. Payment of all duty/ custom/ import fees associated with the purchase is the responsibility of the customer.

If your delivery country is not listed below, kindly contact us to assist you with your order.




Our note on Covid-19


Please click here to read our note on Covid-19.

If you have any questions, please contact us.





OUR MATERIALS

Are your jewelry pieces solid gold, gold vermeil, gold plated or silver?


All VLT jewelry are made from solid gold only (in 14K and 18K solid gold), as we believe in high quality materials for our products. We do not use gold vermeil, gold plating or silver.

Our pieces are available in yellow, rose and white gold (and are nickle safe).

Read more.




What is the difference between 14K and 18K gold?


14K Gold compromises of 58.3% pure gold, 18K compromises of 75% pure gold. Read more.




Do your use conflict free diamonds and stones?


We work with trusted suppliers who share our same ethical values. Our diamonds and gemstones are ethically sourced from reputable suppliers and are conflict-free.




Will the colour of gold, gemstones and pearls look exactly like the pictures as seen on the website?


Color as seen on the website may differ from the color of the actual products. This could be due to reasons such as your viewing device, screen colour etc.





ADDITIONAL SERVICES

Do you provide engraving services?


Yes we provide laser engraving on selected jewelry pieces. To find out if engraving is possible on your chosen piece and the fonts available, contact us. All engravings are available in upper / lower case letters, special characters and numerals. Character limit applies.




Repair and reconditioning service


VLT jewelry pieces are made with solid gold and are built to last. Although our pieces can be worn everyday (even under water), a certain level of care still needs to be taken when wearing jewelry.

Exposure to elements such as perspiration, air pollutants, perfumes, soaps and lotions can dull jewelry appearance overtime- reconditioning (polishing/ replating) will help your piece look new again.
If your jewelry piece requires repair or reconditioning please contact us .




Replacement Earring / Stud Orders


If you have lost your earring stud/ backing and need a replacement, contact us.

However, in some circumstances, matching stud shapes may not be possible due to the unique nature of VLT designs.





VISIT BY APPOINTMENT

Shop our jewelry collections or design your own custom/ bespoke jewelry at our showroom in Damansara Heights, Kuala Lumpur.

Click here to book your appointment.

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