Help & FAQs

PAYMENT METHODS

WHAT PAYMENT METHODS DOES LUXEVAULTLTD.COM ACCEPT?

Luxe Vault Ltd accepts all major credit cards, checks, wire transfers and gift cards. For information on alternate payment methods, please contact Customer Service at 800.376.5510. 

 

ORDERING 

HOW DO I PLACE AN ORDER ON LUXEVAULTLTD.COM?

Ordering on LUXEVAULTLTD.COM is easy and secure. Once you have found the item you would like to purchase, click on the "ADD TO SHOPPING BAG" button to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order.

Your order will not be placed until the very end of the checkout process, when you will be asked for your credit card information.

 You may also order over the phone, by calling 800.376.5510 during our Customer Service Hours of 9:00 AM to 5:00 PM EST.

IS IT SAFE TO ORDER ON LUEVAULTLTD.COM?

Yes, it is safe to order on LUXEVAULTLTD.COM. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server.

ARE PRICES ON LUXEVAULTLTD.COM SUBJECT TO CHANGE?

Prices on LUXEVAULTLTD.COM are subject to change without notice. Please expect to be charged the price for the Luxe Vault Ltd merchandise you buy as it is listed on the day of purchase.

SHIPPING

WHAT SHIPPING OPTIONS ARE AVAILABLE?

We ship all our jewelry by using trusted carriers such as FedEx, UPS, USPS, ParcelPro, Malca-Amit and Brinks. All our shipments are fully insured by Luxe Vault Ltd. An adult signature is required to receive all packages

CAN MY ORDER BE SHIPPED TO A PO BOX?

Unfortunately we do not ship to post office boxes in order to ensure the secure delivery of your order. We are able to accept post office box addresses for your billing needs.

CAN I TRACK MY PACKAGE?

Yes, you will receive an email with your tracking information once we’ve generated a shipping label.  In addition an email will be delivered via the selected shipping method on our behalf.  We use trusted carries to ensure that your package arrives to you safe.

WHEN WILL MY ORDER ARRIVE?

If you have received a shipping confirmation by e-mail, your order has been packaged and is awaiting pickup at one of our distribution centers. Depending on the method of shipping you choose it may take 1 to 5 business days. We do not ship on Saturday or Sunday. 

WHEN WILL MY ORDER SHIP?

Online orders ship within 2-3 business days from when you place the order. However, it is possible that during busy periods and sales an increase in wait time may be experienced. In the event that your product is on back-order, you will be contacted with an estimated delivery time.

 However, if the item requires sizing or engraving it may take a few additional days. If you are ordering a custom piece of jewelry we will notify you with the expected lead-time.

All Bespoke orders will typically ship within 2-3 weeks after your order has been placed.

DO YOU SHIP INTERNATIONALLY?

Yes we do ship internationally. International orders are accepted.

Please be advised all international orders are subject to duties and fees that are fully covered by the customer. Any Customs/Duty charges are the responsibility of the recipient; we do not include these costs in shipping, as this is something that occurs at the point of arrival in the destination.

DO YOU COLLECT TAXES FOR INTERNATIONAL SHIPPING?

Please be advised all international orders are subject to duties and fees that are fully covered by the customer. International customers will be responsible for any duties, VAT, taxes or surcharges levied or charged by their country, so please check with local customs authorities prior to placing your order to confirm taxes and duties.  We have no control over how your country determines customs fees. Any collection of customs fees goes to respective government

WHY WAS I CHARGED CUSTOMS FEES AT DELIVERY?

Any international order may incur a customs fee. The respective government, not our site, is charging these fees.

Note: Certain carriers may also incur minimal handling/brokerage fees.

CAN I EXPEDITE MY ORDER?

We do our very best to accommodate you on your special dates If you need your item by a certain date, please request it during checkout. We promise to do our very best and will send you a confirmation once we receive your order. An additional fee may be incurred for expedited orders.

DO YOU COLLECT SALES TAX WHEN SHIPPING TO MY STATE?

Collection of taxes is automatically deducted by the merchant processor.

Your purchase may be subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet, by catalog, or by other remote means. For any purchases that were not taxed, your state may require you to report and remit on a sales, use or individual income tax return. Forms and corresponding instructions may be found on your states website

WHAT ARE OUR SHIPPING FEES?

For each address within the United States, the following charges apply:

 Ground Shipping: $0

Please allow 4-5 business days. Items ordered together may not always ship together.

Next-day delivery: $35 with signature confirmation

Orders placed before 3:00PM EST Monday through Friday will be delivered on the following day, including Saturdays where Saturday delivery service is available. Sunday and holiday delivery is not available. Next-day delivery is not off offered for custom work, watches, engraved items or items that require modification. 

WHAT IS YOUR ENGRAVING SHIPPING SCHEDULE?

Please allow an additional 1-2 days for delivery of machine-engraved items and an additional 3-4 days for delivery of monogrammed and hand-engraved items.

HOW CAN I INQUIRE ABOUT MY ORDER SHIPPING STATUS?

To inquire about shipments please contact our concierge service via email or call us at 800.376.5510 

Sizing & Repairs

HOW CAN I CHECK ON THE STATUS OF MY REPAIR?

To check the status of your repair, please contact Customer Service at 800 464 5000. Representatives are available 10:00AM-5:00PM EST Monday-Friday. If you leave a message after hours, a representative will contact you on the next day.

 HOW LONG DOES SIZING TAKE?

Sizing can generally be done in a few days.

HOW MUCH DOES SIZING COST?

The first sizing is complimentary with the purchase of a ring. Each additional sizing is $80 for gold and $100 for platinum.

 

DO YOU PERFORM JEWELRY REPAIRS OR SIZING ON ITEMS THAT WERE NOT BOUGHT THROUGH LUXE VAULT?

Yes, we offer jewelry repairs and sizing on items not sold by Luxe Vault Ltd. Please contact one of our Concierge representatives for additional information.

CAN ALL OF YOUR RINGS BE RESIZED?

No, unless stated in the ring's description. 

CAN YOU REMAKE ANYTHING FROM YOUR SOLD COLLECTION?

Not all of our rings can be remade. Please inquire and we will let you know.

 HOW CAN I CHECK ON THE STATUS OF MY REPAIR?

To check the status of your repair, please contact Customer Service via email at info@luxevaultltd.com or at 800.376.5510. Representatives are available 10:00AM-5:00PM EST Monday-Friday. If you leave a message after hours, a representative will contact you the next business day.

 MISCELANOUS

ARE YOUR DIAMONDS ETHICALLY & CONFLICT FREE?

At Luxe Vault, we are committed to our customers and where our diamonds are being sourced. We share that concern with you. Every diamond we sell is certified conflict-free in compliance with the Patriot Act, the Kimberley Process, and United Nations resolutions. Luxe Vault’s internal guidelines exceed these government requirements: we have binding contracts with our suppliers which guarantee that the diamonds we purchase comply with all applicable laws and are certified conflict-free. We only purchase polished diamonds from sources, which are members of the professional diamond trade.

WHAT IS THE KIMBERLY PROCESS?

The Kimberley Process Certification Scheme (KPCS) was established by the United Nations General Assembly in 2003 to preclude diamonds associated with conflict from entering the diamond market. All KPCS Governments must certify that rough diamonds derive from sources known to be conflict-free. To extend the KPCS to polished diamonds, the World Diamond Council established a System of Warranties to guarantee that polished diamonds derive from a conflict-free rough source. Polished diamonds sold in the U.S. must adhere to the Patriot Act and sanctions by the US Treasury’s Office of Foreign Assets Control. Every U.S. dealer must maintain Kimberley compliance or be subject to penalties from Homeland Security, the U.S. Justice Department, and the U.S. Treasury.

IS ALL LUXE VAULT LTD MERCHANDISE AVAILABLE FOR PURCHASE ONLINE?

Luxe Vault Ltd features a limited but extensive collection of merchandise for online shopping. We continually add to our online merchandise offerings.

HOW DO I KNOW WHEN AN OUT-OF-STOCK ITEM WILL BE AVAILABLE?

If a LUXE VAULT LTD item is out-of-stock, the product will not have an ADD TO BAG option. You will see the item listed as CURRENTLY UNAVAILABLE. For your convenience, if you would still like the item please contact our concierge in order to receive a notification as soon as the item is available for purchase. In addition you may call us Monday through Friday 10:00 AM to 5:00 PM EST at 800.376.5510. Be sure to note the style number shown in the description.

CAN ALL OF YOUR RINGS BE RESIZED?

Luxe Vault offers resizing for select items. Please contact Customer Service at 800.376.5510 to learn more.

HOW OFTEN DO YOU GET NEW JEWELRY?

We add new jewelry pieces to our website on a frequent basis. To find out when we add new jewelry or collections, subscribe to our newsletter.

HOW TO I OBTAIN A GIFT CERTIFICATE?

Gift certificates can be purchased through our website or via telephone through our Concierge service. The recipient will be emailed a digital gift certificate valid for anything they wish to purchase on our website. 

ARE THE PICTURES ONLINE TO SCALE?

No. Jewelry photography is a balancing act between accurately representing the piece and showing the fine details. This is why whenever available we list dimensions in the product description and show model shots when available. If you have any questions regarding the size of a particular piece, please contact us at concierge@luxevaultltd.com and we will be happy to answer your questions.

 The materials appearing on Luxe Vault’s web site could include technical, typographical, or photographic errors. Luxe Vault Ltd does not warrant that any of the materials on its web site are accurate, complete, or current. Luxe Vault Ltd. may make changes to the materials contained on its web site at any time without notice. Luxe Vault Ltd. does not, however, make any commitment to update the materials. 

Luxe Vault Ltd makes all reasonable efforts to display the products listed for sale on the Sites as accurately as possible. However, the colors we use, as well as the display and color capabilities of your computer monitor, will affect the colors that you actually see on your screen. Luxe Vault cannot guarantee that your monitor’s display of any product color, texture or detail will be accurate. In addition, Luxe Vault Ltd does not warrant that product descriptions or other content are accurate, complete, reliable, current or error free. If a product offered by Luxe Vault Ltd, is not as described, your sole remedy is to return it in unused condition.

DO YOU OFFER INSURANCE APPRAISALS?

Yes, insurance appraisals are available upon request. You can request it during the checkout or email us after you make a purchase.

 HOW DO I PLACE AN ORDER ON LUXEVAULTLTD.COM?

Ordering on LUXEVAULTLTD.COM is easy and secure. Once you have found the item you would like to purchase, click on the "ADD TO SHOPPING BAG" button to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order.

Your order will not be placed until the very end of the checkout process, when you will be asked for your credit card information.

You may also order over the phone, by calling 800.376.5510 during our Customer Service Hours of 9:00 AM to 5:00 PM EST.

IS IT SAFE TO ORDER ON LUEVAULTLTD.COM?

Yes, it is safe to order on LUXEVAULTLTD.COM. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server.

ARE PRICES ON LUXEVAULTLTD.COM SUBJECT TO CHANGE?

Prices on LUXEVAULTLTD.COM are subject to change without notice. Please expect to be charged the price for the Luxe Vault Ltd merchandise you buy as it is listed on the day of purchase.

 

Concierge

800.376.5510