Delivery, Returns and Refunds
DELIVERY, RETURNS AND REFUNDS
We want you to be entirely satisfied with anything you buy from us, so we offer a full refund or exchange on any item returned to us within 30 days. This also enables you to show your customer a gemstone knowing you can return it for a full refund if it does not suit them. (*see details below)
DELIVERY & PACKAGING
We are a small company with big ideas, and we try and work as efficiently as possible. We cannot post every day so orders are shipped twice a week. You will usually receive your order within 3-4 business days, often quicker. If something is urgent do let us know in the notes field and we will do our best to get it to you quickly.
Orders are always sent using a trackable service and are fully insured.
Where possible we use recycled and recyclable packaging, specifically we do not use single use or disposable grip seal bags for our stones. They will be shipped in heavy duty resealable bags that can be used hundreds of times. We try and avoid plastic packaging wherever we can.
Delivery costs including VAT for the UK are as follows (except if we have a free delivery promotion!):
Stones under £50 - £3.95
Stones over £50 - £8.95
Books - £5.95
RETURNS AND REFUNDS
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
There are certain situations where refunds will not be granted:
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and make sure we get you what you want in exchange, sent out as soon as possible.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If there is any reason we cannot issue a refund you will be emailed with the reason, and redelivery will be arranged.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
RETURNING AN ITEM
To return your product, you should mail your product to: The Masters House, College Road, Maidstone, Kent, ME15 6YQ, United Kingdom. Please let us know you are returning your item so we can organise your exchange or refund as quickly as possible.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Please ensure you return items using a trackable insured shipping service.