Shipping & Returns
Every stone travels fully insured, sealed, and documented — and our return terms are built around independent verification.
How We Ship
All shipments are sent fully insured for their invoice value, with tracking and adult signature required on delivery. We never ship without signature confirmation and never authorise packages to be left unattended. Orders dispatch from our Bangkok atelier within 2–4 business days of payment confirmation; international delivery typically takes 3–10 business days depending on destination and customs. Higher-value pieces travel with specialist secure valuables couriers rather than standard carriers.
Shipments can only be delivered to the verified billing address on the order, or to a verified business address by prior arrangement. Import duties and taxes levied by the destination country are the responsibility of the buyer unless agreed otherwise in writing.
How Purchases Work, by Value
Under $5,000 — Buy Online. Standard online checkout with free fully insured shipping and a 14-day return period.
$5,000 to $50,000 — Buy Online, verified returns. Standard online checkout with free fully insured shipping. Returns are accepted within 14 days under the verification conditions below, with return shipping arranged and paid by the buyer through an approved insured carrier.
Above $50,000 — Private sale. These pieces are not sold through online checkout. Purchases are arranged individually: a personal or virtual viewing, payment by bank transfer, and terms — including any exchange or return arrangement — agreed in writing before the sale. Please book an appointment or contact us to begin.
Security Seal & Verification
Before dispatch, every gemstone is documented in detail — certified weight, precise measurements and magnified photography of its identifying characteristics — and shipped together with its gemmological laboratory certificate, sealed with a uniquely numbered tamper-evident security tag. The packing of every shipment, and the opening of every return, is recorded on video.
Removing or breaking the security tag voids the return. A returned stone is accepted only with its tag intact and its certificate included, and every return is verified against the original certificate and our documentation — independently by the issuing laboratory where we deem necessary — before any refund is issued. Refunds are released to the original payment method within 5 business days of successful verification. Original outbound shipping costs are not refundable on $5,000+ purchases.
What Cannot Be Returned
Pieces that are made to order, personalised, mounted or set at your request, or any stone that has been recut, treated, set, or otherwise altered after delivery. Where you hold statutory cancellation or withdrawal rights under the consumer law of your country of residence, nothing in this policy limits those rights — the conditions above apply to the fullest extent the law allows.
Damage or Loss in Transit
In the unlikely event a shipment arrives damaged or does not arrive, contact us within 48 hours of the delivery (or expected delivery) date. Keep all packaging exactly as received — it is required for the insurance claim. As every shipment is insured for full value, you will not bear the loss for damage or loss that occurs in transit to you.
Questions
Our team is happy to walk you through shipping arrangements for any piece, including secure courier options and delivery timelines to your country, before you buy. Contact us or book a viewing.