After each use gently wipe your jewelry with a soft cloth and store it in the original jewelry box or dust bag. Always protect it from sharp blows, scratching, chemicals, sunlight and heat/cold. Keep silver in a dark, cool and dry place. Salt water, detergents, harsh chemicals such as chlorine bleach, hairspray, perfume and perspiration can cause damage and discoloration. We use a lot of vintage and reused components in our designs, please make sure to use and store your jewelry according to the care instructions.

We offer free shipping for all products, we aim to dispatch every order within 4-5 business days. Please note, some items are crafted after your order is placed, which may extend the shipping time. This extra care ensures you receive a product of exceptional quality.

SHIPPING TERMS

1. Crafting Time

• Each piece of jewelry at OrientGem is meticulously crafted by our artisans and requires 5-7 business days for creation. This crafting time ensures the highest quality and attention to detail in every item.

2. Processing Time

• Orders are processed within 1-2 business days after the crafting period, excluding weekends and holidays.

3. Shipping Methods and Rates

• We offer various shipping options based on your location and the weight of the items.
• Shipping rates are calculated at checkout and may vary depending on the selected delivery method.

4. Estimated Delivery Time

• Estimated delivery times are calculated from the date of shipment, normally it takes 7-12 days to arrive.

5. Shipping Restrictions

• We currently ship to addresses within US,Canada,UK and Australia.
• Due to the nature of our handmade items, certain products may have limited availability for international shipping.

6. Order Tracking

• Once your order has been shipped, a confirmation email containing tracking information will be sent to monitor the delivery status.

7. Taxes and Duties

• Customers are responsible for any applicable taxes, duties, or customs fees based on their country's regulations.

8. Shipping Delays or Issues

• While we aim to meet delivery estimates, unforeseen circumstances (e.g., extreme weather conditions, holidays) may cause shipping delays. Your understanding is appreciated in such situations.

9. Address Accuracy

• Please ensure the accuracy of your shipping address during checkout to prevent delays. We cannot be held responsible for issues arising from incorrect addresses provided by the customer.

10. Shipping Insurance

• Optional shipping insurance may be available for an additional fee to safeguard your package against loss or damage during transit.

11. Returns and Refunds

• For information regarding returns, exchanges, or refunds related to shipping, refer to our [Return Policy].

12. Contact Information

• Have more questions or need assistance with shipping? Feel free to contact our customer service team at Support@orientgem.com.

Return & Refund Policy

At OrientGem, we strive to ensure your complete satisfaction with every purchase. However, we understand that there may be situations where a refund is necessary. Please read our refund policy carefully:

1. Eligibility for Refund:

We accept returns and exchanges within 30 days of delivery. All returned or exchanged items must be in an unworn condition and packaged in its original box.

Return shipping is the responsibility of the customer.  All pieces must arrive in perfect condition. Lost returned items can not be refunded so we suggest you use a tracking service.

If you are not happy with your purchase for any reason please contact us at support@orientgem.com so we can send you the return shipping address.

2. Non-Refundable Items:

• Personalized or customized jewelry items.
• Items that show signs of wear and tear, damage, or alteration.
• Earrings (for hygiene reasons, unless they arrive damaged or defective).

3. Refund Process:

• To initiate a refund, please contact our customer service team at support@orientgem.com within the eligible refund period.
• Provide your order number and a detailed reason for the refund request.
• Our team will guide you through the return process and provide you with a return shipping label (if applicable).

4. Inspection and Approval:

• Once the returned item is received, it will undergo inspection to ensure it meets the eligibility criteria for a refund.
• Approved refunds will be processed within [number of days] days after the inspection.

5. Refund Methods:

• Refunds will be issued in the original form of payment unless otherwise specified.
• If the payment was made through credit/debit cards, the refund amount may take some time to reflect, depending on the bank's processing time.

6. Shipping Costs:

• Shipping costs for returning the item(s) are the responsibility of the customer unless the return is due to our error or a defective/damaged product.

7. Canceling an Order:

• Orders can be canceled within 12 hours after purchase. Please contact us immediately if you wish to cancel an order.

Please specify your desired size in the notes during the checkout process. As our products are handmade, sizing may vary. If there is any price difference associated with your requested size, we will promptly inform you. Your satisfaction is important to us, and we appreciate your understanding of the unique nature of handmade items.