Terms And Conditions

Shipping

Once payment has been received, we aim to prepare and ship your order to you promptly. We ship our products Monday to Friday. A confirmation email will be sent to you once your order is ready to be collected by the courier. The tracking number will also be sent and updates of this may be the next working day.

Shipping – New Zealand

All orders will be sent the following business day after payment is made and is a flat rate of $25. All orders will be tracked and will require a signature. Orders over $1000 will be shipped for FREE.

Saturday deliveries can be organised please request before purchasing.

Shipping - International

International shipping is a flat rate of $150 for FEDEX delivery. Orders over $3000 will be shipped to you for FREE.

Returns

Before purchasing our products, please consider the hard work and time and effort that goes into getting these beautiful gems this far as we do not accept returns if it is not a product you no longer want. Store credit can be offered in lieu of a return. Please contact Nalendra to initiate this process.

Damages and issues

Please inspect your order upon receiving and contact me immediately if the item is damaged or you have received the incorrect order.

If you have a problem with the item you have ordered and feel as though it was not what you wanted please contact me directly so I can resolve the issues as best I can.

Exceptions / non-returnable items

For brokered gemstones, we work with photographs and videos. Occasionally colours of gems can vary depending on lighting and may look different in photographs/video than how they look to the naked eye. Minor inclusions are not always seen in photographs/videos. On occasion, gem weight is recalibrated when a laboratory report is completed. These are factors to consider when a gem is brokered for you. The Sapphire Merchant discloses all information available, however, there can be small unforeseen variances on natural gemstones that are not always known. Gemstones that have been brokered cannot be returned. Brokered gemstones are purchased on behalf of the client, they are imported into New Zealand and tax is paid on them. We do not issue refunds for a change of mind.

Jewellery that is designed and manufactured for you cannot be returned. 

We will not issue refunds for gems that have been damaged during the process of being set into jewellery.  

We do not accept returns on items that were purchased on discount or gift cards.

Refunds

Please contact us if you are wanting a refund. We will then get you to send the item back to us directly and we can assess whether or not your refund will be accepted or not.

If your refund is accepted, we will have the money transferred back to your designated account immediately.

If your refund is not accepted, we will be happy to ship the product back to you with the flat rate shipping cost above.

We take pride in the products we sell you and want to make sure that you are fully happy with what you have purchased. Every situation will be dealt with respectfully and with a high level of professionalism. Please do not hesitate to contact me if you have any other queries. 

Thank you for your business.