We understand that buying something as expensive as a gemstone online is not an easy decision to make. This may be one of the most significant purchases you will be making and most importantly, it’s something you or someone special to you will treasure for many years to come. We want to put your mind at ease–we want you to be 100% happy with what you purchase. To make that happen, we offer a 100% risk-free review and return policy.
How does it work?
To begin with, we strongly suggest that you reach out to us via our contact form or just call us to ask any questions you might have. We are happy to take a short video for you of the gem you are interested in, or we can do a side-by-side comparison video of up to four gems to help you narrow down your choices. When you think you’ve found the perfect gem, simply put it in your cart and check out. If you still can’t decide between several gems you can also order all of them, and then simply return the ones that you don’t decide to keep.
The Review Period
We ship all orders fully insured, and most orders will arrive to you within 2-3 days maximum, if you are located within the United States. Regardless of where you are located, you have one week from when you receive a gem (or gems) to view it in person and be 100% sure it’s the right one. We believe it’s very important to take advantage of this because no matter how good the photo or videos are, there is no substitute for seeing a stone in person. Everyone has different color perception, and things like phone and computer screens vary in their accuracy of color reproduction. Even the angle of the sun in different parts of the world will cause a colored gemstone to have a slightly different appearance!
You have one full week from the day you receive your gems to make your decision. We encourage you to view the gem in a variety of lighting–all colored gems will shift their color with the light they are viewed in. In some cases, the color can appear to shift quite dramatically. For example, some teal-colored sapphires will appear much more green under the new LED lighting, and quite blue outdoors. Almost all colored gems will be darker and less lively at night or in low light (although there are some exceptions), and most vivid outdoors in shade or overcast light. Take your time!
If the gem is perfect, then there’s nothing more to do. If it’s not, then read on–we want to make you happy!
How do I Return a Gem?
If the gem you’ve ordered isn’t perfect–or if you ordered several and need to return all but the one you’re keeping–then simply contact us to arrange the return. You are responsible for the return shipping and insurance. Make sure that you insure it for the full amount, and ship back via USPS Express Mail of Priority Mail, signature required. The safest and least expensive return shipping is USPS Registered Mail, although that can be a bit slower. In those cases where the total value of your purchase is great than $5000, you will be unable to insure it through the US Postal Service and we will send you a prepaid return label. The label will include instructions on how to carefully pack up the gem to insure it safely arrives with us, and don’t worry, if we’ve sent you the label, it’s insured on the way back as well.
Once we have the gem back from you, we check it back into stock. The gem must be in the original condition–if you accidentally damage it during the time you have it, you are responsible for any costs associated with repairing it or any lost value as a result. Luckily this is a rare situation, so just be careful when you have it. We process the refund of your purchase the same day that we receive the return, and typically you will see the funds back in your account within 24-48 hours, depending on how your bank/credit card company operate. We will refund 100% of the purchase price, minus the shipping costs.
What if I Want to Exchange a Gem?
Sometimes you will get a gem and while it’s not perfect for you, you believe that another one we have will be perfect. In that case, contact us to arrange the return and exchange. To avoid multiple credit card company fee assessments for multiple charges and refunds, we will typically just leave the current charge in place and ship you the new gem as soon as we get the old one back. You get a whole new one week review period when the new gem arrives with you. If the new gem is perfect and there is a net difference of price–either a refund to you or an additional charge–we will either send a invoice for the balance, or refund you any amount due.
What if I Want You to Make the Jewelry for my Gem?
We love making custom jewelry pieces with our own gems! If you want to learn more about that process, then check out this page. When we make the jewelry for you, we send you a prepaid return label to ship the gem back to us. Just contact us when you’re sure you’ve got the perfect stone and are ready to move forward with your jewelry. It doesn’t matter when–we’ve made jewelry for clients who bought gems more than a year earlier!
Can I Return Jewelry?
Ready-to-wear jewelry is returnable with the same seven-day review and return policy as gemstones. It must be received in the same condition as it was shipped or you may be subject to a repair/restocking fee. Custom made jewelry is not returnable, although we may be able to work out a reduced cost exchange.