Refunds & Returns
Buying a gemstone from a photograph asks for trust. The return policy exists so that trust is not a gamble: if the stone is not what you expected, send it back.
The 30-day window
You may return any stone or piece within 30 days of delivery for a full refund of the item price, provided it comes back unworn, unset and in its original packaging.
Tell us before you ship it back so we can watch for the parcel. Return postage is the buyer's responsibility unless the stone was misdescribed, in which case we cover it both ways.
Refunds are issued to the original payment method within five working days of the stone arriving and being checked.
If a stone was misdescribed
If a stone differs materially from its listing, wrong weight, undisclosed treatment, a fracture not shown in the photographs, that is our error, not a change of mind. We pay return shipping both ways and refund in full, or replace the stone if you would rather.
Colour is the one genuine grey area. Every stone is photographed under daylight-balanced light without retouching, but gems shift under warm indoor lighting, and screens vary. A stone that looks different under your kitchen bulb has not been misdescribed. If you are unsure, ask for a video before ordering.
What is excluded
Custom-cut stones and bespoke settings are made to your specification and cannot be returned unless faulty.
Stones that have been set, re-cut, polished or otherwise altered cannot be returned, because we can no longer sell them as what they were.
Wholesale parcels are sold as sorted lots and are final sale. We are happy to send detailed photographs of any parcel before purchase.
Common questions
How long do I have to return a gemstone?
30 days from delivery, unworn, unset and in original packaging. Contact us first so we can expect the parcel.
Who pays return shipping?
The buyer, for a change of mind. We pay both ways if the stone was misdescribed, wrong weight, undisclosed treatment, or damage not shown in the listing photographs.
What if the colour looks different than the photos?
Ask for a video before you order if colour is critical. Stones are photographed under daylight-balanced light without retouching, but coloured gems genuinely shift under warm indoor lighting and screens are not calibrated. You can still return within 30 days either way.