Shipping and Return Policy
Shipping Policy
Gems Excellence’s sends all its products by express courier service via Fedex or DHL Express. We offer free shipping for all orders. All purchases are securely shipped with insurance. All shipments will require a signature upon delivery, as it is required by insurance and for security. We do not ship to P.O. Boxes.
Shipping charges incurred in connection with the return of a product are non-refundable. You are responsible for paying the costs of both shipping, insurance, duties and taxes; and for the risk of loss or damage to the product during shipping to and from Gems Excellence.
Depending on your choice of delivery and courier, please allow up to 5-10 business days to receive your order once dispatched. Items on special or custom order may take longer. Once your order has been shipped we will provide a tracking number for your shipment.
For more information regarding deliveries and shipping, please contact us at info@gemsexcellence.com
Return Policy
Gems Excellence is devoted to ensuring that your product is your desired purchase. While we aim to produce timeless pieces at the highest quality, we are here to help if you are not entirely satisfied with your purchase.
With our reassuring 7-day return policy, you can order any standard (full-price) item from Gems Excellence and view it in your home for 7 days. If it is not exactly what you are looking for, you can return or exchange it with no restocking fees provided the item is returned in new condition with all original documentation and collateral included. Only one item can be returned or exchanged per customer.
We are confident that you will love your Gems Excellence jewelry, however, if you need to return or exchange any item within your order, here’s what you need to know:
All returned merchandise must be in new, unworn condition with:
- Original tag still attached to jewelry without signs of tampering or damage
- Original invoice
- Original certificate of authenticity
All free accessories including (but not limited to) the gift bag, presentation box and presentation box protector, jewelry cleaner, certification card and any other free items returned in reusable condition. Damaged items will be subject to a replacement fee.
Only one item can be returned or exchanged per customer.
We do not refund standard, international, or expedited shipping or grading card costs. Also, all Sale items, loose stones with signs of setting or damage, jewelry showing signs of wear and tear, or those that have been custom made, engraved, altered, resized or damaged in any way, cannot be accepted for return. Please note, return shipping costs will be at your expense. Packages that are refused or returned to sender will be considered an automatic return and all shipping expenses will be taken out of the refund.
We are handcrafted jewelers, which means we put a lot of labor and love into making your jewelry. When you order a Gems Excellence piece, we make it exactly how you ordered it - especially for you - to ensure your jewelry is always of the highest standards. When a item is returned, we melt it down and start again. There are many labor costs associated with making a jewelry this way. As a consumer focused company, we're pleased to offer 7-day returns, however, we ask in return that you make your choice wisely. Together, let’s do our part to prevent environmental damage caused by needless air shipping.
RETURN INSTRUCTIONS
- Email us at returns@gemsexcellence.com to request your Return Authorization Code. You will then be emailed PDF return instructions. Please print and include this letter in your shipment back to us for identification purposes.
- Package Your Return. Include all original packaging, free accessories, and collateral material. For security reasons, never put the words gemstone, jewelry, or diamonds on a package you are sending – this is an invitation to thieves – please write our official company name "Aura International Limited" and ship to 1702, Waga Commercial Centre, 99 Wellington Street, Hong Kong once you receive your return authorization by email.
- Insure Your Package. Ship your package via FedEx or DHL fully insured for the value of your purchased item.
The recorded shipping date back to Gems Excellence must be within 7 days from the confirmed date you received your package. Any item subject to return shipped outside of this time restriction will not be accepted for return.
You must follow these instructions exactly; failure to do so will prevent the processing of your return and could result in an additional charge or denial of your return. If you have any questions about our return procedure, please contact us at returns@gemsexcellence.com
IMPORTANT TO KNOW
Gems Excellence will not be responsible for loss or damage of return shipments.
Only one item can be returned or exchanged per customer.
Return shipping will be at your cost. Packages that are refused or returned to sender will be considered an automatic return and all shipping expenses will be taken out of the refund.
Once we receive your returned item it’ll be inspected by our quality control department. If accepted, your refund or new item will be processed in just a few business days.
Returns without the return policy tag attached, or with tags that show signs of tampering, returns with no Gems Excellence return code (RAC), and packages that are improperly packaged or uninsured will either be refused or charged a restocking fee at our discretion.