Question 1

Are your gemstones natural?

Accepted Answer

Yes. Every stone we sell is a natural gemstone unless its description clearly says otherwise. Each listing states the gem, its weight, measurements, colour, clarity, cut, origin where known, and any treatment.

Question 2

Do you disclose treatments?

Accepted Answer

Always. Many gems are routinely treated, for example heated sapphire and aquamarine or oiled emerald. The treatment is listed in the specifications of each piece. If a stone is listed as untreated, it has not been treated to our knowledge or according to its laboratory report.

Question 3

Do your stones come with certificates?

Accepted Answer

Pieces with an independent laboratory report show the laboratory and report number in their specifications, and buyers can download the report from their account after purchase. For other stones we describe exactly what we know, and we are happy to arrange testing on request before you buy.

Question 4

What does 'unique piece' mean?

Accepted Answer

It is the only one we have: the stone or jewellery in the photographs is the one you receive. Unique pieces can be bought one at a time and are reserved for you as soon as you place your order.

Question 5

Can I see more photographs or a video before buying?

Accepted Answer

Of course. Send us a message on WhatsApp or through the contact page with the piece's name, and we will send extra photographs or a short video in daylight.

Question 6

Do I need an account to order?

Accepted Answer

No. You can check out as a guest with your email address. An account lets you save addresses, keep a wishlist, follow your orders and download certificates for pieces you have bought.

Question 7

Which currency are prices in?

Accepted Answer

All prices are in US dollars (USD). The total you see at the final checkout step, including shipping and any promo code, is exactly what you pay.

Question 8

How can I pay?

Accepted Answer

By bank transfer, and, where offered at checkout, by Visa, Mastercard or Zimswitch card or with EcoCash or InnBucks through Pesepay (card through Stripe, or Paynow, may also be offered). Card and mobile-money payments are processed securely by those providers; we never see or store your card details.

Question 9

How does bank transfer work?

Accepted Answer

After you place your order, we show and email you our bank details. Please pay within 72 hours using your order number as the payment reference. Your pieces are reserved for you meanwhile, and we confirm by email as soon as your payment arrives.

Question 10

What happens if I do not complete payment?

Accepted Answer

Unpaid orders are cancelled automatically, and the pieces return to the shop: after one hour for card and mobile-money payments, and after 72 hours for bank transfer. Nothing is charged for a cancelled order.

Question 11

Can I use a promo code?

Accepted Answer

Yes. Enter it in your cart or at the review step of checkout. Some codes have a minimum order value, an expiry date or a limited number of uses; checkout tells you if a code cannot be applied.

Question 12

Where do you ship?

Accepted Answer

We ship worldwide. The delivery options available for your country, with their prices, appear at checkout once you enter your address.

Question 13

How will I know where my order is?

Accepted Answer

We email you when your order is paid, when it is being prepared and when it ships, with a tracking number where the carrier provides one. Signed-in customers can also follow every step in their account.

Question 14

Can I return a piece?

Accepted Answer

Yes, within 14 days of delivery, if it is unworn and in its original condition with any certificate. See our Shipping and returns page for the full policy and how to start a return.

Question 15

How should I clean my gemstone jewellery?

Accepted Answer

Warm water, a little mild soap and a soft brush are safe for almost every gem. Avoid ultrasonic and steam cleaners for emerald, tourmaline, topaz, chrysoprase and any treated or fracture-filled stone. Our gemstone guide has care advice for each gem.

Question 16

How should I store my pieces?

Accepted Answer

Keep each piece separately in a soft pouch or a lined box, so harder stones cannot scratch softer ones. Keep chrysoprase, amethyst and other light-sensitive stones out of strong sunlight.

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