Refund policy

Hand-inspected before it ships, and backed after it arrives. Every parcel is checked by a real person and photographed before dispatch, so what you receive matches what you ordered.

If something isn't right. If a stone arrives not as described (wrong mm size, shape, or colour/clarity grade) or damaged in transit, we will replace it or refund it in full. Contact us within 14 days of delivery with your order number and a clear photo, and we will make it right at our cost.

Change-of-mind returns (in-stock items). Contact us within 14 days of delivery. Stones must be unused, unset, and in their original packaging. Return shipping is the buyer's responsibility; once we receive and verify the stones, we refund the item price (original shipping is non-refundable, except where consumer law says otherwise — see EU & UK consumers below).

EU & UK consumers. If you buy as a consumer in the EU or UK, you may cancel your order for any reason within 14 days of receiving it. Tell us within that period, send the stones back within 14 days of telling us, and we refund the full amount you paid, including the standard shipping charge, within 14 days of receiving the return. You pay the return postage. We may deduct for stones that are damaged or have been set. Made-to-order and custom-cut stones are excluded, as the law allows. Nothing here limits your statutory rights, including the two-year legal guarantee of conformity. This right applies to consumers, not to trade buyers.

Made-to-order and custom sizes. These are cut to your exact spec and are not returnable for change of mind. The quality guarantee above still applies if they arrive not as specified.

Duties and taxes. We ship Delivered Duty Paid (DDP) to nearly all destinations: import duties and taxes are prepaid by us, so there are no customs charges on delivery. For the few destinations where duty prepayment isn't available (for example, Switzerland), we cover the charges instead — anything collected on delivery is refunded in full against the receipt. Send us the receipt and we refund it, with no time limit. Either way, the price you pay at checkout is the final price to your door.

How to start a return. Message us on WhatsApp at +86 187 9553 8808, or reach us through our Contact page, with your order number. We usually reply within one business day.