FAQ & Help Desk
Everything buyers most often ask. Can't find your answer? Send us an inquiry.
For security, verification and authentication reasons Velmora Diamonds operates strictly online. We maintain no public retail outlets. This is deliberate — it keeps our security tight and lets us pass wholesale-level pricing directly to you.
Yes. You may return a diamond within 7 days of delivery for a refund at the purchase price less a 30% restocking deduction, or take the same value as a 12-month store credit voucher. That deduction covers overseas head-office charges, insured freight both ways, NZ customs clearance and independent re-verification — costs already spent and not recoverable. The stone must be the one we supplied, unworn and undamaged, with its original certificate. Please ask us anything before you order. Full detail in our Refund & Return Policy.
Contact us within 48 hours of delivery with the unopened tamper-evident packaging and photographs. Verified discrepancies are resolved entirely at our cost. This protection is separate from the change-of-mind return policy and is resolved entirely at our cost.
Every product page shows the issuing laboratory and certificate number, plus a direct link to the lab's own verification service. You can confirm the grading with GIA, IGI or HRD independently before you buy.
Yes — every shipment is fully insured, signature-required and tamper-evident sealed. New Zealand delivery is within 7 working days. Australia takes about 2 weeks and the rest of the world about 2 to 3 weeks, depending on customs.
Yes, worldwide. Velmora Diamonds does not collect international taxes and duties — your country's import duty, VAT/GST and customs handling are collected by the delivery company when the parcel arrives. Please also collect your parcel within 4–5 days, because couriers return uncollected shipments and that adds further charges. We do not ship to PO boxes, unattended addresses or freight forwarders.
Visa, Mastercard, Amex, Apple Pay, Google Pay, Shop Pay, PayPal and Windcave NZ. All card data is handled by the payment provider and never stored on Velmora systems.
Yes. We source directly from cutting centres worldwide. Submit your exact requirements through the Inquiry page and our team will locate matching stones, usually within one business day.
Listed prices are for the certified loose diamond only. We do arrange bespoke settings — mention the setting you have in mind in your inquiry and we will quote it.
Yes. The chat bubble at the bottom of every page reaches our team directly during New Zealand business hours — you are talking to a person, not a bot. Outside those hours leave a message or use the Inquiry form and we reply within one business day.