Shipping and Return Policy

Ready-to-Ship Items

Our ready-to-ship collection features pieces that are in stock and ready to dispatch immediately. These items ship within 48 hours of order placement. Most ready-to-ship items arrive within 2-3 business days for customers in Canada and the USA using our standard express shipping.

Custom-Made Items

Custom-designed pieces are crafted to order by our master artisans. Production time ranges from 4-8 weeks depending on the complexity of your design. Once your piece is complete and inspected, it will be shipped with the same care and speed as our ready-to-ship items.

Shipping Methods

We offer several shipping options: Express (2-3 business days), Standard (5-7 business days), and International (7-14 business days depending on destination). All shipments include full insurance coverage and require a signature at delivery. Tracking information is provided via email so you can monitor your package.

Shipping Costs

Standard shipping is complimentary on all orders over $500 within Canada and the USA. Orders under $500 incur a flat shipping fee of $15. Express shipping upgrade is available for $35. International shipping costs vary based on destination and weight. Shipping costs are calculated at checkout before you complete your purchase.

Delivery Guarantees

All packages are fully insured during transit. If your shipment is delayed, lost, or damaged in transit, D Gemz Co. will cover the full insurance claim and either reship your item or issue a full refund. We work exclusively with insured carriers to ensure your precious items arrive safely.

International Shipping

We ship internationally to most countries. International orders may be subject to customs duties, import taxes, and VAT, which are the responsibility of the recipient. We will provide all necessary documentation for customs clearance. Delivery times for international orders typically range from 7-14 business days.

Tracking and Updates

You will receive an email notification with a tracking number once your order ships. Use this tracking number to monitor your package in real-time through our carrier's website. You will receive additional notifications when your package is out for delivery and upon successful delivery.

Delivery Address Verification

Please verify your delivery address carefully when placing your order. Packages sent to incorrect addresses due to customer error may not be recoverable. If you notice an address error after placing your order, contact us immediately at shipping@dgems.co.

Signature Requirements

All shipments require a signature at delivery. This protects your valuable jewelry from theft or misdelivery. If you are not available to receive your package, it will be returned to our facility and we can arrange redelivery.

After Delivery

Upon receiving your package, inspect the condition and contents immediately. If there is any visible damage to the packaging or jewelry, contact us within 24 hours. Take photographs of any damage and communicate with our customer service team to arrange a replacement or refund.

Delivery Issues

If your package doesn't arrive within the estimated timeframe, contact us at shipping@dgems.co. We will track your shipment and work with the carrier to resolve the issue. Most delays are resolved within 24-48 hours.

Gift Wrapping and Personalization

All orders can include complimentary luxury gift wrapping. You may also add a personalized message card at checkout. For custom engraving on your piece, this is arranged during the design process.

Return Window

Items may be returned within 30 days of purchase in original condition. The 30-day period begins from the date your order is delivered. Items must be unworn, unaltered, and in their original packaging with all documentation and certificates included.

Non-Returnable Items

Custom-designed pieces completed to your specifications cannot be returned unless there is a manufacturing defect. Engraved items may only be returned if the engraving contains an error made by our artisans. Clearance or sale items are final sale and non-returnable. Items purchased from third-party sellers through our marketplace may have different return policies.

Return Process

To initiate a return, contact our customer service team at returns@dgems.co with your order number and reason for return. We will provide you with a prepaid return shipping label. Once we receive and inspect your item, we will process your refund within 5-7 business days. Your original shipping costs are non-refundable, but return shipping is covered by D Gemz Co.

Exchange Options

If you received the wrong item or your piece has a defect, we will exchange it at no cost. Exchanges must be requested within 14 days of delivery. We will arrange prepaid return shipping and send your replacement item promptly. If you wish to exchange for a different style or size, you may pay the price difference if applicable.

Damaged or Defective Items

If your item arrives damaged or defective, contact us immediately with photos of the damage. We will assess the damage and either repair, replace, or refund your purchase at no cost. Jewelry with manufacturing defects is covered under our Lifetime Warranty and can be repaired or replaced free of charge at any time.

Refund Methods

Refunds will be issued using the original payment method. If you paid by credit card, the refund will appear on your statement within 3-5 business days, depending on your financial institution. For wire transfers or other payment methods, refunds may take longer.

Overseas Returns

If you purchased while traveling or live outside of North America, please contact our customer service team to arrange return shipping. International return shipping is the responsibility of the customer unless the item is defective.

Return Inspection

Upon receipt of your return, we will inspect the item for damage, signs of wear, and authenticity. If the item shows evidence of wear beyond normal handling or has been altered, we reserve the right to deny the return or deduct a restocking fee of up to 20% of the item's value.

Jewelry Care Service

In many cases, what seems like a problem may be quickly resolved through our free jewelry care service. Before initiating a return, contact us to discuss whether cleaning, resizing, or minor repairs might address your concerns.

Contact Us

For questions about shipping, returns, or exchanges, email info@dgems.co or call +1 (416) 555-1234. Our customer service team is available Monday-Friday, 10AM-6PM EST. We respond to all inquiries within 24 business hours.