SHIPPING WORLDWIDE
Welcome to our Branded Gems Online Web Sore Customer Care section. We are dedicated to providing you with the best service and ensuring your experience with us is exceptional. Here, you can learn more about our company, company Policy, our services, and how to get in touch with us for any queries or concerns.
We believe in building trust and ensuring our customers can buy with confidence. Our detailed customer care policy outlines our commitment to you:
• Respect and Courtesy: We treat all our customers with the utmost respect and courtesy.
• Prompt Response: We aim to respond to all inquiries within 48 hours.
• Clear Communication: We provide clear and accurate information about our products and services.
• Handling Complaints: We listen to your concerns and strive to resolve any issues promptly.
• Returns and Refunds: Our return and refund policy is designed to be fair and transparent.
• Privacy and Confidentiality: We ensure your personal information is kept secure and confidential.
FREE SHIPPING WORLDWIDE
We offer free shipping via EMS (Express Mailing System) for orders over $3,000 to all countries. Items are dispatched from Colombo, Sri Lanka, with an estimated delivery time of 8 to 15 business days. Shipments include tracking and a 1% insurance cost.
For urgent orders, we provide express shipping through FedEx at an additional charge of $175 per order. Delivery time ranges from 3 to 6 business days. All shipments are fully insured and come with tracking information.
For orders below $2,500, we offer standard shipping via EMS at a cost of $99 per order. Delivery takes approximately 8 to 15 business days and includes tracking and a 1% insurance cost.
All gemstones are submitted to the National Gem and Jewelry Authority (NGJA) along with the necessary customs documentation. The NGJA valuer and customs gem appraiser will inspect and approve the shipment, which is then transferred to the air cargo terminal via a bonded carrier.
All shipments are subject to an additional 1% insurance charge, which covers the full value of the goods.
Exports
We will cover all insurance, customs duties, local taxes, and export charges levied in Sri Lanka.
Imports
Buyers are responsible for all import duties, taxes, customs delays, and any related penalty fees in the destination country.
NON REFUND
DAMAGED SHIPMENT
If you receive a parcel that has been tampered with or damaged, do not accept the package. Report any signs of tampering to the carrier immediately. All damage or loss claims must be reported to us within 24 hours of receiving the parcel.
NON-RECEIPT OF GOODS
All our shipments are handled through the National Gem and Jewelry Authority (NGJA) of Sri Lanka, following the NGJA process with full insurance coverage. Refunds cannot be issued for lost shipments.
COLOR DIFFERENCE
Please note that all items are photographed under fluorescent light in a studio setting. Refunds will not be issued due to color differences that arise from comparisons in different lighting conditions, such as natural sunlight.
RETURN & REFUND
If you wish to return only the diffused gemstones, please contact our Customer Service to obtain the return address. Items must be returned in their original packaging and condition within seven days. The buyer is responsible for return shipping costs. Refunds will be processed within two business days after we receive the returned item.
We are here to assist you with any questions or concerns you may have. Please feel free to reach out to us through the following channels:
• Email: brandedgemz@gmail.com
• WhatsApp : +94 777 93 8035
Address: No. 24C, Greenland Avenue, Dehiwala, Colombo, Sri Lanka.
Thank you for choosing us. We look forward to serving you and ensuring your satisfaction with every purchase.