Privacy and Payments

Q. Is my information completely secure and private on Atts gems?

Your online transaction and other personal information would be 100% safe and secure and this information cannot be seen and shared by anybody.

Q. Can I update my account information any time?

Yes, you can update your account information any time. Please login into your account: My Account and you shall find the details there.

Q. What payment methods do you accept?

Atts Gems accepts Credit / Debit Cards, PayPal, Bank Deposits and Western Union.

Orders and Shipping

Q. How can I order something on Atts Gems?

You can order online or via the phone by contacting on the number given on the website.

Q. How do I see my orders and order status?

Please login into your account: My Account and you shall find the details under the order tab

Q. Will it be possible to order multiple quantity of a gemstone?

Yes, it is possible but please contact us before placing your order to verify our inventory.

Q. Which countries do you ship to?

We Ship to all the DHL countries with trusted shipping partners. It’s the client own responsibility to get Custom Clearance after Shipping

Q. When will you ship my order?

Your order will be shipped immediately once the payment has been received. However, if you have ordered a customized stone, then the procedure to ship your order will take around 10- 15 working days or may be more days. If there is any delay in the order, then also you will be informed by us.

Gemstones

Q. Are the gemstones real or synthetic/simulated?

Atts Gems deals only with Natural Minerals (Gemstones). The information of each Stone is clearly stated as such.

Q. From where do we get these stones?

Most of the gemstones are mined from Pakistan, Afghanistan, Brazil, Columbia, Africa, Sri Lanka and Burma. Many stones are easily tracked for their origin by their special characteristics of that stone like Ethiopian Opal. But these days the rough are mined in several countries which cannot be always certain.

Q. What is the certificate of authenticity?

Today there are unfortunately a lot of shops that sell synthetic gemstones as natural gemstones, or heated / treated gemstones as unheated / untreated, or gemstones of lower quality origin/mines, as gemstones of a higher quality origin/mine. There is no easy way for the average customer to detect these, except for a gemstone lab certification. Atts Gems provides a lab certification if requested for additional $50 from third party external labs. This certificate can also be verified online on the laboratory website that provides certificate of authenticity for each gemstone.

Q. What do you mean by carat weight?

It clearly mentioned the weight of the stone underneath. 5 Carat =1 gram.

Returns

Q. Define the "Return Policy" that is applicable to the customers?

Atts Gems gives 5 days risk return/replacement policy, in other words you have 5 days privilege from the date of purchase of the product if for any reason you wish to return it. If anyone is not completely satisfied, then the company will refund the money back with the return of the product.

Important Notes:
  1. You will be charged a fee of $15 for initial shipping
  2. Return Shipment is at customer’s cost

Contact us within: 5 days of delivery
Ship items back within: 14 days of delivery
Request a cancellation within: 12 hours of purchase

Q. How do I return any purchased stone from you?

If you want to return any gem to us during the inspection period, simply you have to drop a mail within 5 days at [email protected] or call us.

Q. When are ‘Returns’ not possible?

There are a few certain scenarios where it is difficult for us to support returns:

  1. Return request is made outside the specified time frame, of 5 days from delivery.
  2. Product is used, damaged, or is not in the same condition as you received it.
  3. Products with tampered or missing serial numbers.
  4. Anything missing from the package you have received including price tags, labels, original packing.

Q. I received a defective/damaged item, can I get a refund?

In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

Q. I received a wrong item, how can I return it?

In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund within 7 days.

Q. Can I Replace or Exchange an item rather than a refund?

Yes, replacing or exchange is possible under following conditions:

  1. Return request is within the specified time frame, of 5 days from delivery.
  2. Product is not used, damaged, and in the same condition as you received it.
  3. Products are not tampered.
  4. Anything not missing from the package you have received including price tags, labels, original packing.

Q. I have lost the lab certificate and original packaging of the product. Can I still return the loose gemstone?

We usually require full original product certificate, invoices, documentations, lab certificates, packaging, documentation, discount coupons, etc. that may have accompanied the loose gemstone. In the absence, of any of these items, you are not eligible for the refund.

Still have a unanswered Question!

Drop us a message and we will get back to you ASAP.