Returns: Loose Gemstones
Our 7-days return policy for gemstones is simple:
No exceptions*. No discussions*. No delays*.
If you don't like your gemstone, let us know (within seven days after receiving it), get and follow our return instructions to ship the gem to one of our offices. Our returns are simple (use our package) and cheap (low $15, average $25) unless you insist to use UPS or such. As soon as we have received the gem, we'll recharge your paypal or bank account.
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.
* Exceptions: The gem was run over by a tank, hit it with a hammer, or mislaid it. In this case we'll have to have a serious discussion. BTW: if you have our gem set by your own jeweler and he/she cracks it in all innocence because the gem had a flaw, we'll replace the gem or help in any way we can... assuming that the jeweler didn't hit it with a hammer or lost it, etc. No other exceptions.
* We might politely ask: 'Why?' but only to learn and serve you better. Answer you must not.
* If you need longer, no problem, but please let us know. In such cases, for example if you can't decide right away, or want to make your own lab-report, or see a 2nd and 3rd gem, you will need to allow us similar extensions.
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 $15.
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 bespoke jewelry: The BIG BAD 'What if?'
Sometimes even a perfect work may turn out to be different from your imagination, not every detail can be foreseen all the time, perceptions differ from person to person, and yes, even rotten mistakes do happen.
If things didn't work out as planned, we go back as far as necessary, re-design, re-do, start again, what-ever is needed, until you are happy.
In the rare but sad event that you reject made-to-order jewelry for any reason beyond our responsibility (e.g. the recipient doesn't want it, or has gone into hiding) we must charge 75% of the project cost to cover external labor and waste material (minimum $800 US). Suitable arrangements for a re-sell or credit can be negotiated with all kindness.
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 humbly like to brag that our return-rate in 2019 was under 8% and many of those have been replaced with other gems.