FAQs
GENERAL
We operate from Chanthaburi, Thailand — one of the world’s most important centers for colored gemstones. Our market desk is available by appointment only. Our workshop and office address is for correspondence and business purposes only and is not open for walk-in visits.
Yes. Every product photo and video shows the exact gemstone offered for sale. We do not use stock images, substitute stones, or AI-generated product images in our listings.
We sell authentic gemstones and describe each stone as accurately and transparently as possible. Natural gemstones often contain inclusions and internal features, which are part of their natural character.
Some gemstones in the trade may be treated, such as heat treatment in sapphire and ruby or traditional oiling in emerald. We aim to disclose treatments as accurately as possible. For treatment- sensitive stones, we can provide or arrange independent laboratory certification
Classic Gems, Fine Gems & Market Direct
Classic Gems are curated gemstones that have been selected and, where needed, improved through repolishing, recutting, or careful refinement to ensure they present well and are ready for immediate use in jewelry or collection.
Fine Gems are a special category within Refined Gems. These are stones that stand out because of their exceptional quality, rarity, size, color, or other outstanding characteristics. A perfectly finished amethyst, citrine, or tourmaline cabochon may be a Refined Gem, while a Jedi spinel or an unusually vivid sapphire or ruby would typically be considered a Fine Gem.
Market Direct stones are sold more as they are traded in the market. This category includes parcels, lots, and sometimes rough. Native cuts, mixed cutting styles, and varying cutting quality are common.
Yes. Classic Gems are curated and, where necessary, repolished or recut so they can generally be used immediately for jewelry, collecting, or resale.
Fine Gems are not separate from Classic Gems — they are the top tier within that category. In other words, every Fine Gem is a Classic Gem, but not every Classic Gem is necessarily a Fine Gem.
Not necessarily. Market Direct goods are trade goods sold in a more original market condition. They may include native cuts, mixed makes, or stones with repolish or recut potential. Many dealers, cutters, jewelers, and manufacturers specifically buy such goods for sorting, recutting, repolishing, matching, or production.
Market Direct items are generally final sale, except in cases of shipping errors or verified transit damage. Classic Gems and Fine Gems are covered by our regular return policy.
Photos, Color & Presentation
We photograph gemstones as accurately as possible, but their appearance can vary depending on lighting, screen settings, and viewing conditions. We use neutral, daylight-equivalent lighting for consistency, but no photo can perfectly reproduce every lighting situation.
We use high-resolution photography and magnification to show details clearly. Small stones can appear much larger on screen than in hand, which can make inclusions, internal structures, and tiny surface features look more prominent than under normal viewing conditions.
No. We do not use artificial color enhancement or retouching that would misrepresent the gemstone. Any editing is limited to presentation-related adjustments such as cropping or background cleanup without changing the stone’s essential color or character.
Yes. On request, we can provide additional photos or videos, such as different angles, indoor lighting, daylight comparisons, or short handheld clips.
Payment
We accept secure card payments via Stripe, including major credit and debit cards and supported accelerated checkout methods such as Apple Pay and Google Pay, where available.
Yes. Customers who choose Wise Payment automatically receive a 5% discount at checkout. We can send a Wise payment request, payment link, or QR code for fast and convenient payment.
Depending on the order and destination, payment can usually be arranged in USD or EUR.
Yes. We also accept traditional international bank transfer to our Thai bank account. This option also receives a 5% discount. However, unlike Wise Payment, your local bank may charge international transfer fees or correspondent bank fees. These costs are the buyer’s responsibility.
For Wise Payment and international bank transfer orders, items are reserved for 72 hours from the time the order is placed. If payment is not received within that period, the order may be cancelled and the items may be released back into stock.
Yes. Prices are displayed in USD and EUR. Depending on your location and payment method, payment may be arranged in USD, EUR, or by international bank transfer in your bank’s supported currency.
Shipping
All orders ship from Chanthaburi, Thailand.
Yes. We ship worldwide. Available shipping options depend on the destination and are shown at checkout.
Orders are usually processed within 1 business day from Monday to Friday, excluding Thai public holidays.
Yes. All shipping methods offered in checkout are tracked.
If your shipment exceeds the timeframes stated on our Shipping page, please contact us so we can open an official inquiry with the carrier. If loss is confirmed, we will offer a refund or replacement, if available.
Customs, Duties & Import Taxes
International shipments may be subject to VAT, sales tax, customs duties, or other import charges in your country. These charges are generally the buyer’s responsibility, as we have no control over local customs rules or decisions.
If a package is refused or returned because duties, taxes, or customs-related charges are not paid, a 10% restocking fee may apply. Return freight, brokerage charges, and any customs-related costs incurred may be deducted from the refunded amount.
Returns & Refunds
Classic Gems and Fine Gems may be returned within 14 days of delivery, provided the gemstone is unused, unaltered, returned in its original packaging, and arrives back safely and undamaged.
Market Direct goods are generally final sale and not covered by the standard return policy, except in the case of shipping errors or verified transit damage.
Yes. For customers in Europe, returns can optionally be sent to our partner shop Top-Gems in Austria. Please contact us first for the correct return address and instructions.
Refunds are processed after the returned item has arrived and been inspected. The time until the refund appears depends on your payment provider or bank.
Certificates & Authenticity
Yes. We guarantee the authenticity of all gemstones we sell and stand behind our descriptions and product photos.
We include a Gem-Fountain Gemstone Report confirming authenticity and key specifications.
Yes. For treatment-sensitive stones, especially ruby, sapphire, and emerald, we can arrange certification from internationally recognized laboratories such as AIGS, Lotus, GIA, GRS, and others. If a laboratory certificate is already included, this will be clearly stated on the product page.
Yes. Independent laboratory certification can be added as an optional service during checkout, depending on the stone and the laboratory.
Certificate options and prices always apply to one gemstone only. For pairs and sets, only one stone is tested unless certificates for both stones are specifically requested and paid for separately.
Usually not. Most laboratories do not issue standard certificates for very small stones. In practice, stones below 4 mm are often not accepted for routine certification.
Yes. If you need a specific laboratory such as SSEF, Gübelin, GRS, GIA, IGI, Bellarophon, or another recognized lab, we can usually arrange it. Pricing and turnaround time depend on the stone and the laboratory’s current schedule.
