FAQ

About RIO:

 

1. How can I be certain RIO is a reputed diamonds and fine jewellery seller?

The team behind RIO shares over 20 years of experience in the jewellery industry. We are well connected with reputed diamond suppliers. RIO offers customers a modern, cost and time savvy way to shop for high-quality diamonds and fine jewellery. Our team ensures you get all the guidance you need, from making your first purchase to item delivery and our lifetime warranty.

2. Why should I shop at RIO?

Regular physical stores are typically limited in their diamond offerings and have marked-up prices due to store operating expenses. Our fully online storefront lets you shop any time of the day, anywhere you want. Customers can enjoy shopping at their own pace without pressure and choose from an extensive diamond selection which are of the same quality you can find in-store. We provide phone and email support 24/7 every day of the week should you need it. With RIO, you get the same high-quality diamond or better, with a lifetime warranty and best price guarantee.

Merchandise Returns:

 

3. What is RIO’s return policy?

We go to great lengths to ensure your complete satisfaction in our products. However, in the event that you are unsatisfied with your item, you may exchange or return it to us for a full refund within 30 days from the date of receipt. The customer need only pay the return shipping fees. All items and their relevant documentation need to be in their original condition and shipped within 30 days to be eligible for returns.

4. What items cannot be returned within 30 days?

We do not accept returns for engraved jewellery other than rings. With the exception of engraving fees, all RIO engraved rings can be returned for credit. Diamonds purchased using our RIO Diamond Upgrade Program cannot be returned for credit. Special orders are final sale and not valid for returns. We offer complimentary removal of RIO engraving for exchanged or resized rings.

5. Can I return an item that was a gift?

Yes, you can have your item exchanged for store credit within 30 days of purchase. Customers are required to ship the gift back to us in its original packaging, inclusive of the receipt (if any). We will refund you the value of the gift back in a gift certificate.

6. Will the buyer be informed that I have returned my gift?

No, we will not inform the buyer of the gift return.

7. Do I have to use RIO’s return shipping method?

No, you can use whichever shipping method you prefer. However, we strongly recommend insuring your package.

8. Do I need to pay the return shipping costs?

Yes, customers are required to arrange their own shipping and cover the return costs.

9. How do I package my returns?

You may call or email us to do a returns. We will then send you an email on how to package and send back your item.

10. How long will it take to process my returns?

Generally, it will take around 4-5 working days from the date we receive your item. It will then be entered into our system and checked by our Quality Assurance department. If you are doing an exchange, please allow another 5-8 working days for us to ship your new item.

11. If I am doing an exchange, how long will it take for me to receive it?

Please allow 5-8 working days from the date your returns is processed to receive it. We will send you a confirmation email when we have shipped it out.

12. Will you inform me of the merchandise returns process?

Yes, please allow 1-2 working days upon our item receipt for us to inform you of your returns process.

13. When will I receive my returns credit?

For local customers, it will generally take 3-5 working days from the date of the confirmation email for credit to be refunded. For international customers, please allow an additional 7 working days for credit refund. The processing time may differ depending on the credit card company’s transfer policies.

14. Will RIO update me on the return process?

Yes, we will inform you once your return has been received and once it has been given to our Quality Assurance department for checking. For exchanges, we will send out a shipping confirmation email on the shipment outbound date.

15. Where can I track the status of my return order?

You can check the delivery status of your returned item via delivery vendor tracking system. We will inform you once we have received the returned item.

16. Can I expedite shipping for my return order?

Yes. Please contact us for expedited shipping. Additional shipping charges will apply as it is costlier than standard shipping.

 

 

Shipping:

 

18. How does RIO package my order?

Orders that are gifts will be packed in our elegant gift boxes for your gifting needs. We ship all orders using discrete packaging materials.

19. What options do you have for gifts?

Customers can use our personalized engraving service for rings and other jewellery. Gift cards are also available in normal or customized versions.

20. How do I track my order?

We will send you a confirmation email inclusive of order tracking details once we have shipped out your order. You can view your delivery details via delivery vendor tracking system.

 

Warranty:

 

21. Does RIO offer warranty for its jewellery?

Yes, we offer a lifetime warranty to ensure our customers that their received items are of high-quality without manufacturing defects. Damage caused by normal wear, accidents or negligence in maintenance, or loss or theft are not covered by the warranty.

22. Does RIO offer jewellery cleaning services?

Yes, we offer complimentary cleaning and recommend that our customers have their jewellery cleaned once every six months. Regular cleaning and maintenance of your ring will help prevent loss of stones resulting from damage to its prongs. Customers may consider cover insurance before shipping of the product back to us.

23. How do I make sure my order is protected from damage, loss or theft?

RIO strongly recommends that you have your item insured to protect against unforeseen events. When choosing an insurer, make sure to thoroughly compare the rates and coverage.

 

Diamonds and Diamond Jewellery:

 

24. Why do I need to contact RIO’s customer service if my ring is a “special order”?

Rings that are custom made need a longer time of around 4-6 weeks. The final sale price of the item may change depending on the requirements to make the ring. Our consultants will be able to provide you an accurate quote for your item within 2-5 working days.

25. I want to buy a diamond. When is the best time to do so?

Diamond prices will change depending on the market hence prices are generally unpredictable. However, if you have your eye on a good quality diamond but are hesitant about purchasing it, you can contact us and we will reserve it for you over a 24 hours period.

26. Why is it that similar diamonds can sometimes be differently priced?

The price of diamonds depends on the market at the time we source them. Hence, we base our pricing on its cost and not just the current market pricing or stone characteristics. Rest assured that we source our diamonds to offer customers the most competitive pricing.

If you are stuck deciding between similar diamonds that are of different pricing, you can contact us for a diamond expert to compare them. In the case that the diamonds are of the same value, you may also request a 24 hours reservation on that diamond.

27. What is RIO’s ring resize policy?

We offer complimentary resizing within the first 30 days of purchase. This service is available for white gold and yellow gold engagement rings. Certain ring types, such as eternity rings or tension rings, cannot be resized. For these cases, we recommend having your ring exchanged for another size within 30 days of purchase. Please note that exchanging for another ring size may result in a price difference due to a change in the number of gemstones or weight of metal used.

 

Additional Information:

 

Duty/Tax:

 

All prices listed on our website are not inclusive of duty/tax which may apply for international orders. Customers are required to pay for any incurred duties and taxes. Please check with your country’s customs for more details.

 

Limitations:

 

The customer’s country may have certain standards, specifications and labelling requirements for international shipments. It is the customer’s responsibility to ensure that the products can be legally imported into the destination country.

 

Privacy:

 

Customers are to note that international orders may be opened and inspected by customs. As part of customs clearance, we may also communicate information regarding your order and the product it contains to the relevant shipping carriers and customs.