Last Updated: August 2026

At GemClusters, we carefully pack every gemstone and jewelry order to ensure it reaches you safely and in excellent condition. We aim to make your online gemstone shopping experience simple, secure, and reliable.

1. Order Processing

• Orders are generally processed within 1–3 business days after payment confirmation.
• Orders containing customized, made-to-order, or specially sourced gemstones may require additional processing time.
• Orders placed on weekends or public holidays will be processed on the next business day.
• Once your order has been dispatched, you will receive a shipping confirmation and tracking details, where available.

2. Shipping Time

Estimated delivery times depend on the destination and shipping method selected at checkout.

These are estimated delivery windows and are not guaranteed. Delivery may take longer due to customs clearance, weather, carrier delays, holidays, or other circumstances beyond our control.

3. Shipping Charges

Shipping charges are calculated based on the destination, package weight, order value, and shipping method and will be displayed at checkout before you complete your purchase.

From time to time, GemClusters may offer free or discounted shipping promotions. Any applicable offer will be clearly mentioned on the website.

4. International Shipping & Customs

GemClusters may ship gemstones and jewelry to selected international destinations.

International customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

Customs policies vary from country to country, and GemClusters cannot guarantee that an order will not be subject to additional charges.

Customers are also responsible for ensuring that the purchased gemstone or jewelry can legally be imported into their country.

5. Secure Packaging

Your gemstones are valuable, so we take extra care when preparing your order.

Each item is securely packed using appropriate protective packaging to help prevent damage during transportation. Where applicable, orders may also be shipped with tracking and additional security measures.

6. Tracking Your Order

Once your order has been shipped, we will provide tracking information when available.

Please allow 24–48 hours for tracking information to become active after dispatch, as carrier systems may take some time to update.

7. Incorrect or Incomplete Address

Please carefully check your shipping address before placing your order.

If an incorrect or incomplete address is provided and the package is returned to us, additional shipping charges may apply for reshipment.

If you notice an address error immediately after placing your order, please contact us as soon as possible. We will do our best to make changes before the order is dispatched.

8. Delayed or Lost Packages

While we work with reliable shipping partners, occasional delays can occur.

If your package appears to be delayed, please contact us with your order number and tracking information so that we can assist you.

If a shipment is officially declared lost by the carrier, GemClusters will work with the customer and shipping carrier to determine the appropriate resolution, subject to the terms of the applicable shipping service and our order policies.

9. Damaged Package

Please inspect your package when it arrives.

If your gemstone or jewelry appears to have been damaged during transit:

1. Take clear photographs of the package and the damaged item.
2. Keep the original packaging and shipping materials.
3. Contact GemClusters as soon as possible with your order number and photographs.

We will review the matter and assist you according to our return, replacement, or refund policy.

10. Delivery Address & Signature

For high-value gemstone or jewelry orders, GemClusters may require signature confirmation or additional delivery security.

Please ensure that someone is available to receive the package when required.

11. Delivery Delays Beyond Our Control

GemClusters is not responsible for delays caused by circumstances beyond our reasonable control, including:

• Natural disasters
• Severe weather
• Transportation disruptions
• Customs delays
• Government restrictions
• Carrier disruptions
• Strikes or other unforeseen events

We will, however, make reasonable efforts to assist you in tracking and resolving delivery issues.

12. Contact Us

If you have questions about your shipment, please contact our customer support team with your order number and shipping details.

GemClusters
Authentic Gems. Timeless Beauty.