VRAI - London Avis 5

**Beautiful piece, broken warranty service - think twice before buying.**

I bought a VRAI bracelet. Then it broke and the warranty experience has been extremely disappointing.

There is no local UK repair option, despite VRAI's UK retail presence. Every repair is shipped to the US at the customer's cost and risk, with a two-month turnaround.

They also require an upfront deposit, quoted in USD and justified by "fluctuating FX rates," though FX wasn't a concern when they charged me in pounds at purchase.

Customer service acknowledged they can't tell whether the damage is a manufacturing defect without inspection, meaning customers pay upfront to find out whether they were owed a free repair to begin with.

VRAI positions itself as a 'sustainable' brand that "follows the leading global framework for carbon neutrality," yet UK customers are required to ship pieces across the Atlantic for any repair/inspection.

If you're considering VRAI for an engagement ring or any meaningful gift, ask yourself: if there is a need for repair, do you really want to spend two months without it, ship it across the Atlantic at your own risk, and pay upfront to have it inspected?

I purchased an engagement ring from VRAI that arrived severely misshapen, which was immediately disappointing and raised concerns about manufacturing quality and quality control. Although a remake was offered, this felt like the minimum response given the condition of the ring on delivery.

Multiple independent professional jewellers later identified further structural and production issues, including instability in the setting and the need for a support bar to ensure the diamond’s security, which suggests the ring was not fit for purpose at the point of sale.

I was also frustrated by delays in communication and by being told that a refund could not be considered despite the extent of the faults raised.

Ultimately, this experience significantly reduced my confidence in the product and the resolution process, and it fell well short of what I expected for such an important and high-value purchase.

I had my eyes on the signature engagement ring but it was a little over my budget. Luckily I was contacted by Yi-Ting from the London showroom who was able to help with costs and advise on diamonds etc. The ring turned up on schedule and is absolutely perfect, the comments my partner gets on it says it all. Overall its been a great experience and a very happy customer, thankyou again to Yi-Ting for that little bit of direction I needed to make the purchase.

Yi-Ting made choosing my wedding band so easy! He was so friendly and knowledgable, making the whole experience a breeze and myself and my sister feel so welcome. Thank you so much again for a lovely experience!

My partner and I chose The Signature V engagement ring and I love it. I've received so many compliments, especially about how sparkly the diamond is. I can't stop looking at it. The ring itself is sturdy and thicker than other gold rings I have. The band is actually quite wide so sticks out around the finger (just something to bear in mind). As a result the diamond and setting feel very secure.

Laura was very approachable and helpful throughout the process. She taught us about diamond gradings during the appointment so we felt confident choosing the right diamond when it came to ordering the ring. My one piece of advice would be to keep an eye on the time as our 1hour appointment flew by and the ring fitting was very rushed at the end. Make sure you leave time to do the ring fitting so you feel confident ordering the right size! I also had some concerns after reading negative reviews here but Laura took these seriously and was very reassuring. Thank you!