A little clarity
Frequently asked
questions.
From choosing a piece to the details of delivery. Find an answer, then take your next step.
Jewelry & custom design
Where can I find the details of a piece?
Open a piece in the jewelry collection to review its available specifications, images and options. If a diamond detail, metal or size is unclear, ask us about the piece before placing your order.
How do I ask about a custom design?
Start with a custom-design inquiry. Tell us the type of jewelry, diamond shape, metal and details you have in mind. Your inquiry begins a conversation; availability, pricing and timing need to be confirmed for your request.
Orders
Where can I see my order and tracking details?
Sign in and open My orders to view the orders associated with your account and any available tracking. If you cannot find your order, contact us with your order number and the email used at checkout.
Who should I contact about a change to my order?
Send an order inquiry with your order number and the change you would like to request. Please wait for confirmation from our team before assuming a change or cancellation has been made.
Shipping & delivery
Where does Xclusive Vault deliver?
Delivery is currently available within the United States only. Enter a US shipping address at checkout, or add one to your address book. Billing details are separate from the delivery address.
Where can I see shipping costs and delivery estimates?
Available shipping rates and estimates appear during checkout after you provide an eligible US delivery address. Review the amount and estimate shown for your order before payment. Our Shipping & Delivery Policy explains the broader shipping terms.
Returns & refunds
How do I request help with a return or refund?
Read the current Returns & Refunds Policy for eligibility, exclusions and the request process. Then contact us with your order number and the reason for your request. Follow the instructions you receive before returning a piece.
Your account
How do I create or manage my account?
Create an account, or sign in using the account control at the top of the page. In My account, you can manage your personal details, saved addresses and order history.
What should I do if I forget my password?
Open Forgot password and enter the email address for your account. Follow the recovery instructions sent to that address. If you still need help, send us a note.
General questions
What information should I include when I contact you?
Use the contact form and choose the topic that fits your question. Include an order number for an existing purchase, or the name or link of a piece you are considering, along with a short explanation of how we can help.
Every question is welcome
A conversation can help.
Tell us about a piece, an order or an idea. We'll help you find your next step.