Return & Exchange Policy

Our promise

We want you to be certain about the stone you buy. If it isn’t right, you can return or exchange it — we’ve kept the process simple and the terms clear.

Return window

You have 7 days from the day your order arrives to request a return or exchange. Requests made after that window can’t be accepted.

Condition

To be eligible, the stone must be returned:

  • Unworn and unset — not mounted, drilled, cut, polished, or altered in any way
  • In its original condition, with no scratches, chips, or damage
  • In the original packaging, together with any certificate, report, or paperwork supplied with it
  • Accompanied by proof of purchase

Loose gemstones are one of one. If a stone comes back altered, we can’t resell it, so it can’t be refunded.

What can’t be returned

  • Clearance and final-sale items
  • Items damaged after delivery through misuse or improper handling

How to start a return

  1. Contact us through our Contact Us page within the 7-day window.
  2. Include your order number and the reason for the return.
  3. We’ll confirm your request and send return instructions.
  4. Pack the stone securely and ship it to the address we provide.

Please don’t send anything back before we’ve confirmed your request — unauthorised returns may be refused.

Refunds

Once we receive and inspect the returned stone, we’ll let you know whether it’s approved. Approved refunds are issued to your original payment method. Please allow time for the refund to appear, as processing times vary by payment provider.

Original shipping costs are refunded only where the return is due to our error.

Exchanges

If you’d like a different stone, we’ll help you find one. Because every stone is one of one, the exact piece may no longer be available, but we’ll apply your credit to another stone of your choosing. Any difference in price is settled at checkout.

Damaged, defective, or incorrect items

If your order arrives damaged, or isn’t what you ordered, contact us within 7 days of delivery with photos of the stone and its packaging. We’ll arrange a replacement or a full refund, including return shipping.

Return shipping

Return shipping is paid by the customer, except where the return is due to our error, or the item arrived damaged or incorrect. We recommend a tracked and insured service — we can’t refund a stone that’s lost or damaged on its way back to us.

Questions

Anything unclear? Reach out through our Contact Us page and we’ll walk you through it.