From browse to delivery — reservations, KYC, payment methods, shipping, insurance, returns. Every step explained.
By Certified Gemologist
The TopGems flow at a glance
Browse the catalog or use the concierge to shortlist
Reserve a stone (30-minute hold, price + FX locked)
Checkout with card, PayPal, or wire transfer
KYC if the order is above our verification threshold
Insured shipment ships within 48 hours of payment clearance
Delivery with signature; unboxing video on request
14-day returns for any reason
Each step below expands on that one-line summary.
1. Browse
The main catalogs are Colored Stones (our own inventory), (certified naturals from partner suppliers), and (HPHT and CVD, traceable to grower). Each card shows:
Diamonds
Lab-Grown
High-resolution photography + 360° video where available
Key specs: carat, origin, treatment, certificate number
Price in USD with live FX display in your chosen currency
Use the wishlist (heart icon) to save stones across sessions — requires a free account, then syncs across devices.
2. Reserve
Clicking Add to Cart triggers a 30-minute reservation. Two things happen:
The stone is locked to you — no other buyer can add it while your hold is active
The price is locked at today's USD and your displayed-currency FX rate
The hold is visible on the cart as a countdown. Reserving does not commit you to buy; the hold simply prevents a race condition during checkout. If you let it expire, the stone returns to the catalog and anyone can reserve next.
High-value stones occasionally require a refundable reservation deposit before the 30-minute hold is extended — we'll tell you at checkout if your cart triggers this.
3. Checkout
Supported payment methods:
Credit / debit card — Visa, Mastercard, Amex. Stripe-powered, 3D Secure authentication for card-not-present.
PayPal — for orders under $10,000
Wire transfer / bank payment — for orders above $25,000. Quote held 72 hours; wire instructions emailed after you select this method.
Crypto (BitPay) — coming late 2026 for Middle East and Asia markets
Card and PayPal clear instantly; wire takes 1–3 business days to reach our account, at which point the order moves forward.
4. KYC — when it applies
Orders over a threshold (currently $25,000) trigger Know Your Customer verification under AML regulations in our operating jurisdictions (UAE DIFC, Thailand DMCC). The process:
Passport or government ID upload (encrypted at rest, AES-256)
Proof of address (utility bill or bank statement, within 90 days)
For orders above $100,000: Source of Funds documentation
KYC usually completes in 2–4 business hours during Bangkok/Dubai working hours. Once cleared, the KYC level persists on your account and repeat purchases within 12 months skip re-verification.
5. Shipping
Every stone ships fully insured via FedEx Priority, DHL Express, or Malca-Amit (for high-value). Standard timing:
Bangkok HQ → customer: 2–4 business days to most destinations
Dubai DMCC → customer: 2–5 business days
Signature on delivery is mandatory
Real-time tracking included
Customs and duties: we ship DAP (Delivered at Place) — duties are the buyer's responsibility. We provide HS code 7103 (precious stones) and declare the full insured value. We do not accept requests to under-declare; this is non-negotiable.
Sanctions: we cannot ship Burmese-origin rubies or jadeite to the United States (2003 Burmese JADE Act + 2021 extension). The checkout will block the order and suggest comparable stones from permitted origins.
6. Delivery
Packaging: sealed tamper-evident case, signed by the gemologist who packed it, with a hand-signed inventory card. Inside: the stone in a lined box with the lab certificate, a high-resolution printed image, and a welcome letter.
Unboxing video — we record one on request so the condition is documented end-to-end. Useful for insurance appraisal or if the parcel arrives damaged.
7. Returns
14-day return window. Any reason, no questions. Conditions:
Stone in original condition — not mounted, not re-cut, not altered
Lab report included and intact
Packaging in resalable condition (minor wear OK)
Return shipment insured at your cost; we reimburse if the return is due to our error or a misdescription
Bespoke pieces (stones set into a custom mounting made for you) are non-returnable once casting begins. We're explicit about this at the bespoke consultation.
High-value returns (> $50,000) require a pre-authorization and may require a gemological re-verification before refund — standard industry practice to prevent swap fraud.
Investment-grade purchases
For stones purchased primarily as stores of value:
Certification is mandatory — GIA for diamonds, GRS/SSEF/Gübelin for premium colored stones
No-heat / no-treatment premium is typically 20–50% over equivalent treated stones
Origin determination from SSEF or Gübelin is the standard for Kashmir, Burmese, and Colombian stones
Insurance — we recommend scheduling the stone on a dedicated jewelry rider within 30 days of delivery
Storage — home safe is fine; safety deposit box for stones above $100,000
See also:Certification Explained for what's on the lab report, and Glossary for the trade terms you'll meet on our product pages.
