Shipping, Payments and Returns Policy
Payments to us
Payments are by PayPal and Bank Wire. PayPal is quite easy to use and can be done in a few clicks.
You may use your credit and debit cards on PayPal even if you do not have a PayPal account. PayPal will process the payment on the shopping cart and will ask if you would like to checkout using a credit or debit card. Email us if you need assistance.
We also use Shopify, which is the platform that our website is hosted on, as a payment provider, where you can use all major cards etc.
You can also pay using cryptocurrencies, details, and links will be on checkout.
Our Shipping Policy
Shipping is by Royal Mail, registered mail service from the UK using their International Signed and Tracked service. We charge US$20 per pack and will automatically show on the invoice or shopping cart. We usually ship within 2 business days. We ship from London, United Kingdom. Local UK shipping is only $5 per pack. FedEx Priority is also now offered for international packages from a fantastically low rate of $40/pack.
Once the item has been shipped we will provide a tracking number which you can use on the Royal Mail website to track your item till it reaches you. The tracking number will also work with USPS etc.
The pack can be shipped to a P.O. Box but we will use the address provided to us by you or PayPal if you have made your payment through PayPal.
If you wish to deliver to an alternate address then let us know by email.
Shipping through registered mail may take from 10 days to 3 weeks to reach you, depending on your country's postal service.
Registered mail is safe and reliable and also the recommended service amongst the gemstone trading community.
If you require Fed Ex or DHL to ship your pack then let us know and we will quote their rates.
A tracking number will be provided to you once your pack has shipped which will require a signature on delivery. We may also track the parcel until it reaches you, but it is your responsibility to track and follow it up once it is in your Country (destination Country) and ensure you collect it from your local postal authority. You will also have to make sure someone is at the address to sign for the pack. In the event that no one would be at that address at that time, please provide an alternative shipping address or a P.O. Box that you would like us to ship to before your pack leaves.
We are not responsible if in the event that you are not there to receive your parcel and it comes back to us. In this event, we may charge a 25% restocking/processing fee and an additional shipping charge. If you are not there at the time of delivery a redelivery can be made by phoning your postal authority.
We are not responsible if you have provided a shipping address that the postal service does not understand and cannot make a delivery.
We will require that you acknowledge the receipt of the parcel by emailing us.
We want you to be fully satisfied with our stones. Client Satisfaction is Paramount to us and we will do everything to keep you happy. Most of our clients are long term and we would like you to buy from us for the long term!
We accept returns on goods ONLY IF 'Not As Described' and should be in their original, unaltered, undamaged, unscratched condition.
No returns on items that have been modified, damaged, altered, scratched, or tampered with in any way.
Returns should be made only within 14 days of receipt of goods. You must email us first before making a return.
Please package the relevant item securely and send it to us within 14 days following the date that the item was delivered to you. Please note that we cannot accept returns if you deliver them to us by hand. For your protection, we recommend that you use a recorded-delivery service.
We may, at our discretion, charge a 15% restocking fee on all returns. Shipping is non-refundable and return shipping is the responsibility of the buyer.
We will issue the refund within a minimum of 14 days but can be up to 30 days of receipt and inspection of the goods after verifying that they are in their unaltered, undamaged, original condition.
Refunds will be made in the original payment format as it was sent to us in. I.e. if you paid by PayPal, then we will send you the refund through PayPal, if you paid by Bank Wire, then we will send you the refund by Bank Wire.
Bespoke orders cannot be refunded.
We also cannot accept returns on personalized items and/or personalized orders and/or if goods have been ordered for you from East Africa to specific orders.