FAQ
General Questions
Is it possible to customize my jewelry?
Yes, absolutely! We are happy to create customized pieces for you. Send us an email at contact@avirnewyork.com
Are your diamonds ethically sourced?
Yes, our natural diamonds are conflict-free and comply with the Kimberley Process. Lab diamonds are created in laboratories and do not harm the environment.
What does the Kimberley Process ensure?
The Kimberley Process is an international certification scheme that ensures diamonds are sourced from conflict-free zones.
Can I modify my order after it’s placed?
Please let us know within 6 hours of placing your order. As all pieces are made to order, they are sent for production as soon as the order is received.
Shipping
When will my order be shipped?
We ship most orders within 2–5 business days. Custom orders may take up to 10 business days depending on the design
Is shipping insured, and is a signature required?
Yes, shipping is insured, and we require a signature for the majority of packages unless requested otherwise by the buyer.
What should I know about international orders?
Customers are responsible for paying shipping costs for international orders. We are not responsible for any customs charges you may incur for your package to be released. You must comply with all rules and regulations.
How can I track my order?
Once your item has been dispatched, you will receive updates about your order via email.
Exchanges and Returns
What is your return policy?
Because every AVIR piece is crafted specifically for you, we're unable to accept returns. What we do offer is easy exchanges within 14 days of delivery - just reach out and our team will take care of you.
What is your exchange policy?
We accept exchanges within 14 days of delivery. Your new piece should be of equal or greater value - and if you're not sure what to choose, our team is happy to help you find something you'll love.
How long does the exchange process take?
Once we receive the item, we will inspect it to ensure it’s ours. Upon approval, we will proceed to make your exchange piece and ship it out within 5-7 business days.
What if I’m unsure about what to exchange my item for?
If you’ve shipped your item to us and need more time to decide what to exchange it for, we can offer store credit that will not expire.
What should I do if my item arrives damaged?
If your item arrives with a defect, please contact us within 7 days of delivery with your order number and a photo. We'll replace it right away - no hassle.
Can I exchange custom orders?
We do not offer exchanges on custom orders. Since these items are produced specifically for you, we are unable to accept them for exchange.
Can I exchange an item I received as a gift?
Yes - if you received an AVIR piece as a gift and would like to exchange it, please reach out to us within 14 days of the delivery date. We'll be happy to help you find the right piece.
Jewelry Care
How should I clean my jewelry?
To clean your jewelry, use a small amount of dishwashing soap mixed with lukewarm water. Gently scrub with a soft brush, rinse thoroughly, and pat dry with a soft cloth.
How should I store my jewelry?
Store your jewelry by laying it out flat in a clean, dry place to prevent tangling, scratches, or other damage.
Warranty
Is there a warranty on my purchased piece?
Yes, we offer a one-year complimentary warranty on any AVIR NY purchased pieces. Please ensure you do not get the item repaired by a third party before sending it to us, as this will void the warranty. If the warranty is voided, you will be responsible for the repair costs.
What is covered in the warranty?
For Bracelets:
- Resizing to a smaller size
- Replacing a missing stone
- Tightening prongs
- Soldering/repairing the bracelet
For Necklaces:
- Resizing to a smaller size
- Replacing a missing stone
- Tightening prongs
- Soldering/repairing the necklace
For Earrings:
- Post soldering
Please note that we are unable to resize rings with stones all around as part of our warranty.
Does the warranty cover everyday wear and accidental damage?
Our warranty covers manufacturing defects and the repairs listed above. It does not cover damage caused by accidents, improper care, or third-party repairs. If you have a piece that needs attention outside of warranty coverage, contact us and we'll assess the repair cost for you.
How long do repairs take?
Repairs typically take 7-10 business days.
How should I ship my piece to you?
We require you to pay for insured shipping when sending your piece to us. Once repaired, we will ship it back to you at no additional shipping cost.
How much does it cost to repair a piece of jewelry outside of the warranty period?
Please ship the item to us for inspection. After assessing the damage, we will provide you with the cost of repair.
Can you shorten or extend necklaces and bracelets outside of the warranty period?
Yes, we can shorten or extend necklaces and bracelets for an additional fee.