FAQ's
Privacy and Payments
Q. Is my information
completely secure and private on Kuwait 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?
Kuwait Gems accepts Debit Cards (Knet), Net Banking, PayPal and Bank
Deposits.
Orders and
Shipping
Q. How can I order
something on Kuwait 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 to order in bulk or multiple quantities from
the Place order option
Q. Which countries do you ship to?
We Ship to all the GCC 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?
Kuwait 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 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. Kuwait Gems provides a lab
certification regardless of the cost of the gemstone from third party external
labs. This certificate can also be verified online on the laboratory website
that provides certificate of authenticity for each gemstone. You should never
buy a gemstone without a lab certifying its composition and treatments
Q. What do you mean by carat weight?
It clearly mentioned the weight of the stone underneath. 5 Carat =1
gram.
Contact Details
You can mail us at info@kuwaitgems.com
Returns
Q. Define the "Exchange Policy" that is
applicable to the customers?
Kuwait Gems gives 2 days
risk replacement policy, in other words you have 2 days
privilege from the date of purchase of the product if for any reason you wish
to exchange it. Exchange is applicable on gems of same price or or higher price ONLY.
Important Notes:
1. Shipping Charges are not
refundable
2. Return Shipment is at
customer's cost
Q. How do I exchange any purchased stone from you?
If you want to exchange any gem during the inspection period,
simply you have to drop a mail within 2 days at info@kuwaitgems.com. Be sure to include the ID of the
gemstone and the picture you want to exchange. We will check your order and send
you a exchange authorization code and specific exchange instructions.
Q. When are
‘EXCHANGES’ not possible?
There are a few
certain scenarios where it is difficult for us to support exchanges:
1. Exchange request is
made outside the specified time frame, of 2 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 15 days.
Q. Can I get a refund for an item rather than Replace or Exchange?
NO, Kuwait Gems follows NO REFUND Policy for all the items sold.
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.
