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Shipping, Returns & FAQs

FAQ Index

  • Return Policy
  • Shipping, Insurance & Liability
  • Import Duties / VAT
  • Payment Options
  • Our Location
  • Grading, Sizing & More
  • Gemstone Treatments
  • Gemstone Certification
  • About our Pictures & Videos
  • Customized Jewellery Solutions
  • User Agreement
  • Return Policy

    What is your return policy?
    We offer a 30 day inspection period for you to review your gemstone. The 30 day period begins when you sign for or receive your item from the shipping carrier. If you are not completely satisfied with your item, you can return it for a full refund.

    Do you offer an extended inspection period?
    If you need an extended inspection period, special circumstances can be agreed upon; however, they must be done so prior to the shipment of your item. Please contact us to make special arrangements for an extended inspection period.

    How to return an item?
    If you would like to return an item, then please contact us to request an RMA number (Return Merchandise Authorization). Do not send in a return unless you have an RMA number. All shipments will be refused and returned to sender if an RMA has not been issued. Depending on the value of the item you are returning, you will be given special instructions on how to send in a return. Items returned must be in the same new condition as they were when they were delivered to you. We will not accept damaged items.

    Send returns to: Pvt. Ltd.
    701, Level 7, Hubtown Solaris
    N. S. Phadke Marg, Andheri East,
    Mumbai 400069
    Phone: +91-88280-44446
    RMA # (You must have an RMA Number),

    What is the time frame to receive a refund?
    All refunds are made within 2 business days after we receive the item in its original condition. <The payment shall be refunded by the same mode of payment by which the order was placed.

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    Shipping, Insurance & Liability

    Do you offer International Shipping?
    Yes, we ship worldwide to all countries. We offer FREE Standard International Shipping on all orders.

    How secure are your shipping methods?
    All our shipments are fully insured and can be tracked online using the tracking number we will provide to you once your order has been shipped. Signature confirmation is required for all deliveries. In the very unlikely event that your item is lost or damaged in transit, then we are responsible and we will issue a full refund.

    What are the shipping methods available & charges?
    Below is a guideline for shipping costs and delivery times:

    Shipping Method Carrier Shipping Fee Delivery Time
    Standard International Shipping EMS Free for all orders 6-9 Days
    Express International Shipping FedEx $125 Fee 3-5 Days

    We also offer shipping by Brinks, Malca Amit or Ferrari in case of high-value orders (over $15000 in value) or where extra fast shipping is required. Please contact us for a custom shipping quote.

    How do I upgrade to FedEx shipping?
    All orders come with free shipping by EMS (fully insured & traceable online). However, you have the option to upgrade to FedEx shipping by paying an additional fee of US $125. The option to upgrade to FedEx shipping is shown during checkout (subject to availability of FedEx shipping to your location).

    How soon will my order be shipped?
    All orders are shipped within 3 business days (usually on the same or next business day). We will send you an email to confirm the outgoing date, tracking information and the estimated arrival date at your address.

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    Import Duties / VAT

    Import Duties / VAT can vary from 0% to 10% or even higher depending on your country. We handle each order individually and will advise you of all (if any) additional import fees that could be levied by the shipping carrier. From our many years of experience shipping to all parts of the world, the process and costs have been minimal and streamlined by carriers (ems & FedEx). There are also various legal options in importing gemstones with little or no duty / VAT due. Please contact us related to your specific country and item(s) of interest so we can answer all questions properly.

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    Payment Options

    Payment Options for International Customers:

    1. PayPal (all major credit & debit cards are accepted)
    2. Bank Wire Transfer (contact us for more information)

    Payment Options for Customers located in India:

    1. Razor Pay (Visa / MasterCard / American Express / Net Banking / Mobile Wallets & other payment options are available)
    2. Direct Bank Transfer via NEFT / RTGS / IMPS (contact us for more information)

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    Our Location

    We are located at: Pvt. Ltd.
    701, Level 7, Hubtown Solaris,
    N. S. Phadke Marg, Andheri East,
    Mumbai 400069, India

    Phone / Whatsapp: +91-88280-44446

    Our normal business hours are Monday through Saturday, 10am to 7pm.

    We welcome clients and visitors from all over the world to our showroom offices during normal business hours. We are not a traditional retail storefront, so appointments are strongly encouraged.

    Feel free to contact us to make an appointment or to ask any questions about visiting our office!

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    Grading, Sizing & More

    Stone Size Chart
    Please click here to open a PDF of our stone size chart.

    Stone Shape Chart
    The chart below features common gemstone shapes. The most popular shapes for colored gemstones are round, cushion, oval, pear and octagonal.

    Clarity Grading Scale
    While diamonds have an internationally established grading system, there is no official, standardized or universally accepted method to analyze clarity in gemstones like rubies, sapphires, emeralds & others. Usually, the jewelry industry grades colored gemstones, at eye level rather than the diamond standard of 10x magnification.

    At Gem Keepers, we grade the clarity of our gemstones on a comparative basis. We have borrowed some of the standard diamond grading terms and applied them to gemstones to better assist customers who may be familiar with diamond clarity terminology (example: VVS1, VS2, SI2, etc). On the basis of the diamond grading scale, we have devised our own grading scale for colored gemstones which is easy to understand and not only takes into consideration appearance with the naked eye, but also the appearance under 10x magnification (i.e. a jeweler's loupe).

    Below is our Detailed Clarity Grading Scale on the basis of which the gemstones listed on Gem Keepers are graded (the first one being the best and the last one being the lowest grade).

    Grade Eye-Clean / Loupe-Clean (10x) Detailed Description
    IF (Internally Flawless) Eye-Clean, Completely Loupe-Clean No inclusions visible under 10x Magnification
    VVS1 (Very Very Slightly Included 1) Eye-Clean, Loupe-Clean Minor Pin-Point Inclusions visible under 10x Magnification
    VVS2 (Very Very Slightly Included 2) Eye-Clean, Loupe-Clean Minor Pin-Point Inclusions visible under 10x Magnification
    VS1 (Very Slightly Included 1) Eye-Clean, Near Loupe-Clean Minor Inclusions visible under 10x Magnification
    VS2 (Very Slightly Included 2) Eye-Clean, Near Loupe-Clean Minor Inclusions visible under 10x Magnification
    SI1 (Slightly Included 1) Eye-Clean, Not Loupe-Clean Inclusions visible under 10x Magnification but not with unaided eye
    SI2 (Slightly Included 2) Near Eye-Clean, Not Loupe-Clean Inclusions visible under 10x Magnification and also with unaided eye (minor)
    SI3 (Slightly Included 3) Not Eye-Clean, Not Loupe-Clean Inclusions visible under 10x Magnification and also with unaided eye (considerable)
    I1 (Included 1) Visibly Included Inclusions visible under 10x Magnification and also with unaided eye (heavy)
    I2 (Included 2) Visibly Included Inclusions visible under 10x Magnification and also with unaided eye (very heavy)
    Semi-Transparent Varies from stone to stone Not Completely Transparent neither Completely Translucent
    Milky-Transparent Varies from stone to stone Transparent but with milkiness
    Translucent Varies from stone to stone Allowing light to pass through but not transparent
    Opaque Varies from stone to stone Not allowing light to pass through

    Note: The numbers denote the intensity of inclusions i.e. the intensity of inclusions in a stone with VVS2 clarity would be more than those in a stone with VVS1 clarity.

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    Gemstone Treatments

    Are your gemstones heated, treated or enhanced?
    All our gemstones are 100% Natural & Untreated... No Heating, No Filling, No Diffusion, No Radiation, No Bleaching, No Chemicals, No Treatments... Nothing but Natural Gemstones - mined from Earth.

    Are untreated gemstones more valuable than treated gemstones?
    Yes, gemstones which have not undergone any enhancement by man are far more rare and valuable than heated or treated gemstones.

    How will I know if a gemstone is natural or treated?
    This assessment can only be done by a highly experienced gemologist and more convincingly by a reputable laboratory such as GIA, GRS or IGI who have years of research data, high-tech equipment and experienced gemologists analyzing their findings. At Gem Keepers, almost all the gemstones we sell are accompanied by certification from reputable gem-testing labs confirming that the gemstone is natural & untreated. Read: Gemstone Certification

    Note about Oiling in Emeralds
    As per our company policy, we don't stock heated, treated or enhanced gemstones. However, most emeralds, due to their growth conditions in natural and recovery methods, contain surface reaching features. For this reason, clarity enhancement - particularly with oil - is a common and inevitable trade practice as far as emeralds are concerned.

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    Gemstone Certification

    Almost all of our gemstones come with free certification from leading and internationally recognized gem-testing labs. For items which come with free certification, the scan of the certificate accompanying the gemstone is provided on the product listing page. If you would like to request certification for an item that does not come with a free certificate, or would like to request certification from additional gem-testing lab(s), then please contact us.

    Below are details of the gem-testing labs we use for certification of our gemstones:

    Gemological Institute of America (GIA)
    Established in 1931, the Gemological Institute of America is the world’s foremost authority on diamonds, colored stones, and pearls. The GIA Laboratory is the world’s most trusted name in diamond grading and gemstone identification. With facilities in New York, California, Bangkok, Hong Kong, Mumbai, Johannesburg, and Gaborone as well as six international service centers, the GIA Laboratory is regarded as the world’s highest authority in gemology.
    Verify a GIA Report

    Gem Research SwissLab (GRS)
    GRS GemResearch Swisslab AG is a private independent gemological research laboratory, specializing in the determination of origin and authenticity reports for ruby, sapphire and emerald plus other important coloured gems including spinel, tourmaline, garnet and jade.
    Verify a GRS Report

    International Gemological Institute (IGI)
    Established in Antwerp, New York, Hong Kong, Mumbai, Bangkok, Tokyo, Dubai, Toronto, Los Angeles, Tel Aviv and Cavalese, IGI is the world's largest independent gem certification and appraisal institute renowned for its quality services, extensive experience and know-how.
    Verify an IGI Report

    List of Other Gem-Testing Labs we work with

    • Gübelin Gem Lab, Switzerland
    • SSEF, Switzerland
    • American Gemological Laboratories (AGL), United States
    • C. Dunaigre, Switzerland
    • Gemological Institute of India (GII), India
    • Asian Insitute of Gemological Sciences (AIGS), Thailand
    • HKD Diamond Laboratories, Canada

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    About our Pictures & Videos

    How are your gemstones photographed?
    We photograph our gemstones in a studio with advanced macro photography techniques and customized lighting systems that simulates natural daylight. All photography is done by trained and experienced professional photographers.

    Are your pictures & videos accurate?
    As an e-commerce company, we understand the concerns about shopping for such unique items online. After years of research on development of customized lighting systems and advanced macro photography techniques, we have been successful in making true-to-life gemstone photos & videos a reality. We take great care to capture the true color and appearance of our gemstones. The pictures and video clips provided on our product listing pages fairly and accurately depict the actual appearance of the gemstones as seen in person.

    Which devices or screens provide the best viewing experience for your pictures & videos?
    While we test the color accuracy of all of our images across multiple screens, the colors and appearance of the images & videos are most accurate on the latest generation of screens (laptops or desktops with IPS display, iPhone / iPad with Retina display and other mobile devices with IPS / OLED / AMOLED displays).

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    Customized Jewellery Solutions

    Define your style with unique, exquisitely manufactured jewellery made at our state-of-the-art jewellery workshop.

    Contact us if...

    • you need a piece of jewellery made from a gemstone you have purchased or intend to purchase from our store
    • you wish to create a piece of jewellery from an idea you have in mind
    • you want us to send some jewellery designs and ideas
    • you want us to make a piece of jewellery from a design you provide us with
    • you need consultation about anything jewellery-related

    Contact Us with your ideas and requirements.

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    User Agreement

    Ownership is the online property of Pvt. Ltd. having permanent address at 701, Level 7, Hubtown Solaris, N. S. Phadke Marg, Andheri East, Mumbai 400069, India.

    Privacy Statement
    We do not sell or use your personal information for anything other than transactions within our company. We will not offer for sale, solicit or share your name, address, email address, purchase information or other personal information with any outside entities. You will never be contacted by for any reasons other than to address your initiated inquiries, purchases and emails. If you specifically request that we add you to our mailing list, then we will contact you from time to time to let you know of news, offers and updates.

    Online Security Policies
    All online payments with credit cards are protected by the latest and most advanced online security technology. All transactions on our website go through SSL (Secure Socket Layers). This is the industry standard for online security and is also used by financial institutions. The security and privacy of your credit card, personal contact data, and all other electronic information is never at risk of being stolen or misused.

    Purchases from can only be made by individuals who can form legally binding contracts under applicable law. Without limiting the foregoing, our services are not available to minors.

    Taxes & Fees
    You are responsible for paying all shipping fees associated with the transportation of merchandise and all applicable taxes. This includes any customs charges that may be incurred for international shipments.

    You agree to release / Pvt. Ltd. (including our employees and subsidiaries) from claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with customer dissatisfaction of service or merchandise, after the inspection/return period expires on orders placed for our merchandise.

    Access & Interference
    Our web site contains robot exclusion headers and you agree that you will not use any robot, spider, other automatic device, or manual process to monitor or copy our web pages or the content contained herein without our prior expressed written permission. You agree that you will not use any device, software or routine to interfere or attempt to interfere with the proper working of You agree that you will not take any action that imposes an unreasonable or disproportionately large load on our infrastructure. You agree that you will not copy, reproduce, alter, modify, create derivative works, or publicly display any content from our website without the prior expressed written permission of / Pvt. Ltd.

    Prices and availability of products and services are subject to change without notice. Errors will be corrected where discovered, and reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions.

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