Returns: Loose Gemstones
Our 7-days return policy for gemstones is simple:
No exceptions. No discussions*. No delays.
(We might politely ask 'Why?' but only to learn and serve you better. Answer you must not.)
Returns from the USA can be shipped to our office in the USA.
Returns from the EU can be shipped to our office in the EU.
You have seven days to decide if you want to keep your stone, starting with the day you have received it (if you need longer, no problem, but please let us know).
If you don't like your stone, you ship it back to one of our offices and we'll recharge your paypal or bank account as soon as we have received it.
There is no re-enlisting fee.
If you are not in a hurry, the postage cost of returning a gem by registered airmail can be as low as $10.
Please be so kind as to contact us by email or phone for complete return instructions.
Never send an item back back without our confirmation, or refuse to accept the delivery for any reason: this might lead to an uninsured return, and loss or theft.
Any item must be returned unchanged and undamaged, including lab reports a.k.a. certificates.
Return Policy for made-to-order Jewelry:
In the event that you reject made-to-order jewelry for any reason beyond our responsibility, we will charge you 20% of your project cost to cover external labor and waste material (minimum $400 US).
In the event that we have done faulty work we will repair or remake (free of charge) or you will get a full refund.
Return Policy for Parcels:
If you don't like a gem inside a parcel you may return it but you will have to re-negotiate the price of the remaining stones. If you are not sure what this means: Ask us.
A Word on Returns:
Any return is bad news for us. Since we carry the major cost (and the work) of a return, it is in our foremost business interest to avoid returns. We try not to show any stone better than it actually is.
Every return raises our cost and hence our prices, which is in nobodies' interest.
If you like to order several gems to choose from, you are welcome to do so but please tell us and we may have advice and help with minimizing transport cost.
We are proud to say that our return-rate in 2016 was under 8% and many of those have been replaced with other gems.