Shipping & returns

We currently ship within the United States. Each cutter sets a flat shipping charge, shown before payment. Your cutter ships your stone; orders from different cutters may arrive separately.

Check the listing or agreed commission terms for the expected shipping time. If no shipping time is stated, the seller must have a reasonable basis to ship within 30 days. If the seller cannot meet the promised shipping time, they will notify you and give you the choice of agreeing to a delay or canceling for a refund, as required by law. Carrier delivery estimates are separate from the date a parcel ships.

If an address needs correcting, contact us as soon as possible. A change may not be possible once a parcel has shipped. For a missing or damaged shipment, contact hello@gemcollective.shop with your order number. Keep the packaging and take photographs if practical so the seller can investigate. A carrier claim does not replace your rights against the seller.

You can request a return of an ordinary, unaltered stone within 14 days of delivery. For a change-of-mind return, the stone must be in the condition you received it, without setting, recutting, or other alteration. Include any accompanying laboratory report or documentation.

Contact hello@gemcollective.shop before sending a return so we can give you the correct return address and instructions. Different cutters may use different addresses. Include your order number and identify the stone you want to return.

The buyer pays return shipping for a change-of-mind return. Pack the stone securely and follow the return instructions. Keep proof of shipment. Once the cutter receives and checks the returned stone, the refund is issued to the original payment method. Your payment provider may take additional time to show the credit.

If the stone arrives damaged, is the wrong item, or materially differs from its description, contact us so the seller can resolve the problem. The change-of-mind conditions above do not limit your rights for faulty or misdescribed goods, or any other rights under applicable law.

Contact us promptly if you want to cancel an order. If it has already shipped, the return process may apply. Cancellation and return arrangements for custom commissions must be agreed in writing before payment or cutting begins. Those arrangements do not remove rights provided by law.