Frequently Asked Questions

Yes, we support letters, numbers, and certain symbols. Emojis and non-standard characters are not available for signature cut pieces.

Engraving takes 1 day, while signature cut jewellery can take up to 14 days.

Changes are only possible within 12 hours of purchase. After production begins, edits cannot be made.

Simply create an account on our website to automatically enrol.

Higher tiers enjoy exclusive discounts, early access to collections, and special gifts.

Crown points do not expire.

We accept credit/debit cards and mobile money for secure checkout.

Currently, we do not offer instalment payments. Full payment is required at checkout.

You will receive a confirmation email with your order details once payment is complete.

Use a soft polishing cloth to gently wipe the surface. Avoid harsh chemicals or abrasive materials.

We recommend removing sterling silver jewellery before showering or swimming to preserve its shine and prevent tarnish. Stainless steel jewellery, however, is water-resistant and can be worn while showering or swimming without losing its beauty.

Our stainless steel pieces are crafted for everyday durability, including water exposure. Sterling silver, on the other hand, is more delicate and may tarnish with frequent contact with water or chemicals, so we recommend removing it during such activities.

Use our ‘Book Appointment’ feature on the Customer Service page to select a service, date, and time.

Most issues can be fixed, but some damages may require replacement. Our team will advise after assessment.

Minor repairs take 1 to 3 business days. More complex services may require additional time.

Returns are only accepted for non-customized jewelry. Return requests must be made within 7 days of receiving your order, and items must be unworn and in their original packaging.

Customized pieces are final sale. However, if there’s an error on our part—like a spelling mistake—we will remake and replace the piece at no extra cost.

All Visoire items undergo precision inspection before delivery, but if you believe your item is defective, please contact us so we can evaluate and assist accordingly.

No return form is included in the package. Simply contact customer service to initiate your return and we’ll guide you through the process.

Customers are responsible for return shipping costs. Please ensure items are in original condition before sending them back.

If your return is accepted, you will receive a full refund. Visoire does not issue store credit for returned items.

Standard delivery takes approximately 3–4 weeks. Each piece is crafted-to-order by our artisan partners and delivered with care to ensure both quality and affordability.

Yes. Express Order is available at an additional cost and typically arrives within 2 week. Your order is prioritized and shipped immediately upon completion.

Express orders are delivered via FedEx and incur a separate shipping fee. Once completed, they are shipped directly without delay, ensuring faster arrival.

While pickup is available, most customers prefer delivery. We coordinate delivery through trusted local services like Bolt, Yango, or Metro Mass based on your location and preference.

You can track your order here. Simply enter your order number—if you’re logged in, the details will auto-fill for a seamless experience.

Orders progress through five stages: Order Confirmed > In Creation > Quality Check > Out for Delivery > Delivered. You’ll see live updates on your tracking page.