F.A.Q. Shipping & Returns

Q: How soon after I send payment will my item/s be shipped?

A: All parcels will be shipped within 48 hours once a buyer’s payment has been processed and cleared, except for weekends and public holidays.


Q: What shipping options do you offer?

A: We offer 2 different shipping options. Registered airmail through Thailand Post and international FedEx.


Q: How long will it take to receive my item/s?

A: Shipping times vary depending on the shipping method you choose at checkout and your location. Please refer to our shipping section on the home page for full details of estimated delivery times and prices.


Q: Can I track my parcel whilst in transit?

A: We offer two separate shipping options, depending on which option you choose, your parcel can be tracked throughout its journey.


Q: Where are my item/s shipped from?

A: We are located in Bangkok, Thailand, your parcel will be shipped from there.


Q: How can I track my parcel?

A: If you choose to use a shipping method that provides a tracking service we will provide you with a tracking number and details on how to use the tracking number as soon as your parcel is shipped.


Q: Will I have to pay any import/customs fees and or taxes?

A: Customs procedures vary greatly from country to country. Customs in certain countries are more thorough than others. In the event your parcel is kept by customs and import duties or taxes are due, the buyer is responsible for payment of said fees.


Q: What happens if I want to return an item/s?

A: We offer a 3 day inspection period on all gems and jewellery from the date your parcel is delivered. In the unfortunate event you wish to return an item or items please contact our customer support within 3 days of taking receipt of your parcel to let us know you wish to return your item/s. Our customer support team will furnish you with return shipping instructions. Please do not ship an item/s back before contacting us. Original payments are refunded in full through PayPal once we receive the returned item/s. (Note: All items must be returned in original condition along with any accompanying lab reports if sent.)


Q: Who pays shipping for a returned item/s?

A: The buyer is responsible for return shipping fees.


Q: What if I have any questions regarding any of the above or something else related to GemEarth?

A: Please contact our customer support team with any queries and we will reply at the earliest possible opportunity. Please take into consideration any time differences between your location and Thailand.