Shipping and Return Policy

Shipping Policy

GemsExcellence ships all orders by insured express courier using FedEx or DHL Express.

We offer complimentary shipping on all orders. For security and insurance purposes, all shipments require a signature upon delivery. We do not ship to P.O. Boxes.

Once your order has been dispatched, please allow approximately 5–10 business days for delivery, depending on destination and courier service. Special orders, custom pieces, or made-to-order items may require additional time.

Once your order has shipped, we will provide tracking details for your reference.

If you have any questions regarding shipping or delivery, please contact us at info@gemsexcellence.com.

Return Policy

At GemsExcellence, we want you to feel confident in your purchase. If you are not entirely satisfied, we offer a 7-day return policy on eligible standard full-price items.

You may return or exchange one eligible item per customer within 7 days of confirmed delivery, provided the item is returned in new, unworn condition with all original documentation, packaging, and collateral included. No restocking fee will apply to accepted eligible returns.

Return eligibility

To be eligible for return or exchange, all returned merchandise must be in new, unworn condition and include:

  • the original tag attached to the jewelry, with no signs of tampering or damage
  • the original invoice
  • the original certificate of authenticity, if applicable
  • all complimentary accessories and presentation materials, including but not limited to the gift bag, presentation box, box protector, jewelry cleaner, certification card, and any other included items, returned in reusable condition

Damaged or incomplete returned accessories or packaging may be subject to a replacement fee.

Only one item may be returned or exchanged per customer.

Items not eligible for return

The following items are not eligible for return or exchange:

  • sale items
  • loose stones showing signs of setting, wear, or damage
  • jewelry showing signs of wear and tear
  • custom-made or bespoke items
  • engraved items
  • altered or resized items
  • items damaged after delivery

Standard, international, or expedited shipping charges, as well as grading card costs where applicable, are non-refundable.

Return shipping costs are the responsibility of the customer. Packages that are refused or returned to sender will be treated as an automatic return, and any shipping-related expenses may be deducted from the refund.

A note on thoughtful purchasing

Many GemsExcellence pieces involve a high level of handcraftsmanship and careful finishing. We are pleased to offer returns on eligible items, and in return we kindly ask clients to make their selections thoughtfully. This helps reduce unnecessary shipping and supports a more considered approach to fine jewelry.

Return instructions

  1. Request a Return Authorization Code.
    Email info@gemsexcellence.com to request your Return Authorization Code. We will then email you return instructions in PDF format. Please print and include this document in your return shipment for identification purposes.
  2. Package your return securely.
    Please include all original packaging, accessories, and collateral materials. For security reasons, do not write words such as “jewelry,” “gemstone,” or “diamonds” on the outside of the package. Please address the shipment only to:

    Aura International Limited
    1702, Waga Commercial Centre
    99 Wellington Street
    Hong Kong
  3. Insure your shipment.
    Ship your return via FedEx or DHL, fully insured for the full purchase value of the item.
  4. Ship within 7 days of delivery.
    The recorded shipping date of your return must be within 7 days from the confirmed delivery date of your original order. Returns shipped outside this period will not be accepted.

You must follow these return instructions exactly. Failure to do so may delay processing and may result in additional charges or refusal of the return.

If you have any questions about the return procedure, please contact info@gemsexcellence.com.

Important to know

  • GemsExcellence is not responsible for loss of or damage to return shipments.
  • Only one item may be returned or exchanged per customer.
  • Return shipping is at the customer’s expense.
  • Packages that are refused or returned to sender will be treated as automatic returns, and related shipping expenses may be deducted from the refund.
  • Once your returned item is received, it will be inspected by our quality control team. If accepted, your refund or exchange will be processed within a few business days.
  • Returns without the return tag attached, with signs of tag tampering, without a GemsExcellence Return Authorization Code, or shipped without proper packaging or insurance may be refused or may be subject to a restocking fee at our discretion.