FREQUENTLY ASKED QUESTIONS
Do you have questions? Well, we’ve got answers! Or, just pick up the phone and we’d be glad to talk.
ViaRaz is headquartered in San Francisco, but we cater to customers worldwide. In 2020, we expanded personalized showroom experiences with pop-up locations in Los Angeles. Our showroom is open by appointment only.
If you are local in the Bay area, you are more than welcome to come in and see firsthand, our exquisite diamond jewelry pieces. If you’re not local, please be rest assured that you will have the same customer service online with a dedicated specialist. We love to meet with our customers via video conferencing, phone calls, emails or chat – whatever best suits you.
We are open Monday through Friday from 9:00 a.m. to 6:00 p.m. Pacific Time.
While these are our official hours of operation, we don’t want your busy schedule to get in the way of our partnership. We are happy to schedule time with you in the evenings or on the weekends. Just give us a call at 415-354-0110, shoot us a text at 415.314.6408 or send us an email at [email protected] and tell us what works best for you.
We understand how busy your life can be so we at ViaRaz offer you many options for talking with one of our specialists. You can schedule a video conference, come in to our offices, send an email, chat message, or simply give us a call. Just click our ‘Book Free Consult’ button at the top of this page or click HERE.
OUR DIAMONDS, GEMSTONES AND JEWELRY:
Absolutely! We custom design every piece of diamond jewelry we make. We will collaborate with you to create that perfect, gorgeous piece that you will enjoy for a lifetime.
Our family has been in the diamond industry for generations and we regularly travel the world to hand-pick the best diamonds. We will be at your side making sure you get the diamond education you want and need. Our diamonds also come with GIA, AGS, and IGI diamond grading reports that are produced by independent gemology labs and provide you with an expert opinion on the quality of diamond you purchased. Our team is all about transparency and making sure your dream vision comes to life.
Our Diamond Concierge team is dedicated to working with you to create an exquisite diamond or gemstone jewelry piece. We don’t just sell – we collaborate with you to understand your story and your needs. We will walk you through every step of the process so you feel informed and assured you are making the right selection.
At ViaRaz, we are committed to sourcing diamonds that are procured through legal, ethical, and environmentally conscious means. We go above and beyond the industry standards in ethical sourcing by purchasing our diamonds directly from manufacturers and mines across the diamond capitals of the world, whom we have done trusted business for over 30 years. You can trust that you are getting an ethically-sourced and environmentally responsible diamond every time.
Additionally, we are proud to offer lab-grown diamonds, more technically called man-made diamonds, which are for many a responsible choice since no mining is required.
The Gemological Institute of America (GIA) created the first, and now globally accepted standard for describing diamonds using four main components: Color, Clarity, Cut and Carat. Today, the 4Cs of diamond quality is the universal method for assessing the quality of a diamond. Please see our diamond education page for more information about the 4C’s.
We provide complementary jewelry appraisals for all jewelry purchased through ViaRaz.
Your satisfaction is our top priority and we stand behind everything that we sell. Every piece of ViaRaz custom diamond or gemstone jewelry comes with our exclusive Lifetime Guarantee. We promise:
- Complimentary Lifetime Jewelry Cleaning: Come by the ViaRaz shop in San Francisco and we’ll professionally clean your piece anytime at zero cost.
- Complimentary Lifetime Jewelry Inspections: Need an expert eye to take a closer look to spot any damage, or other possible issues? We’ll happily examine your ViaRaz jewelry and let you know what we find.
- Lifetime Warranty on Manufacturing Defects: If any manufacturing defects are ever found, return it to us for a free fix, exchange, or refund.*
- Lifetime Diamond Upgrades: We provide lifetime diamond upgrade service. Simply, bring your diamond(s) back to us for a full store credit towards your next ViaRaz diamond.*
* Some terms and conditions may apply. Ask your Diamond Concierge for details.
We custom design all of our jewelry and consequently, it will take approximately 10 days to three weeks to produce after it is finalized and ordered. Note, however, that we are able to expedite this timeline, if necessary.
We will provide lifetime cleaning for jewelry purchased at ViaRaz from our San Francisco location or pop-up experiences in Los Angeles. Cleanings purchased outside of our location are not covered. We will also provide complimentary prong tightening.
PAYMENTS, RETURNS AND SHIPPING:
We take all forms of payment including credit card, check, Paypal, Venmo and wire transfer
A 40% deposit is requested at the time the jewelry is ordered. Full payment is due prior to shipment (or pick up).
There is no cost to you for shipment.
All packages are fully insured. We will send you a tracking number so you know when your package will arrive.
Yes, we do ship internationally. Rest assured that all packages will be fully insured.