Help & FAQ

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If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 20-36 hours!

SHIPPING

Q: “Does OrientGem ship globally?”

Q: “What are shipping options and costs?”

We offer free shipping for all orders.

Q: “How do I track my order? What is the status of my shipment?”

Once your order ships, you should receive an email with a tracking link to view the status of your package. If you do not get one, make sure to check your other emails and your junk, spam, and promotion folders. Please reach out to support@orientgem.com if you can't find this information.

Q: "How long does it take to receive the goods?"

It takes 7 to 12 business days to arrive.

Q: “Where do you ship from?”

Shipments are sent from China.

MY ORDERS

Q: "How do I find my order number?"

Your order number will be in your confirmation email.

Q :"Can I cancel or update my order?"

Once your is placed, we move as quickly as possible to send out your items. You can cancel or update your order until your order is staged for shipping. If you want to cancel or update your order, please contact us at support@orientgem.com.

Q: "Can I change my address?"

If you realize your address is incorrect, please contact us at support@orientgem.com and we will do our very best to get it updated. However, because we do try to send your items as quickly as possible, we can't guarantee we'll catch the shipment in time. But we'll try.

Q: "What do I do if my order arrived damaged?"

If this ever happens, please contact us as soon as possible at support@orientgem.com

Q: "How long will my order take to ship?"

In Stock

Orders will be processed and shipped within 3-4 business days.

Pre Order

Please refer to the individual product page for the delivery time frames. To reduce our environmental impact, we aim to send all pieces in one delivery. If your order consists of In Stock and Pre Order pieces, we are happy to arrange a split shipment upon request.

Made to Order

Most of our jewelries are made to order, with an estimated dispatch 2-3 weeks from the date the order is placed.
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PRODUCTS

Q: "Where are OrientGem pieces made?"

Each piece is designed in house and hand crafted by our global team of artisans in China, Japan, South Korea. Our leading manufacturer is a small, family owned business with female-led teams whom value responsible working practices. Each OrientGem piece is carved, cut, filed and polished by hand.

Q: "How do I care for my OrientGem jewelry?"

Please visit our care guide or detailed information on how you can best care for and store your pieces.

Q: "Can I sleep or shower in jewelry?"

Yes, although given the craftsmanship and precious materials of our items we do not encourage you to shower or sleep in your jewelry. For more information on your specific piece, please contact us for more information support@orientgem.com. You can always learn more about caring for your pieces in our care Guide.

Q: "How should I store my silver?"

Wipe down your silver jewelry with a polishing cloth after you have worn it and store it in the Cast packaging. To keep it looking its best, polish the piece regularly with a jewelry polishing cloth.

Q: "How should I care for my gold?"

Please visit our care guide for comprehensive details on care and maintenance of OrientGem Jewelry.

Q: "How should I care for my gemstones?"