Frequently asked
Questions, answered plainly
If your question isn't below, write to us at info@topgems.com or WhatsApp +971 58 502 3001 — we reply within one business day.
Ordering
How do I purchase a gemstone?
Find the stone on the catalog, click Add to Cart, and the stone is reserved for you for 30 minutes while you check out. You can also message us on WhatsApp or email for a private showing, remote video viewing, or a quote that includes a custom setting.What happens when I add a stone to my cart?
Two things, simultaneously. First, the stone is flipped to RESERVED in our inventory — no other buyer can add it to their cart while yours is active. Second, the price (in USD) and the FX rate for any display currency you're seeing are locked for 30 minutes. If the stone is still in your cart after 30 minutes and you haven't checked out, the reservation auto-releases and the stone returns to the public catalog.Can you hold a stone for me while I think it over?
The 30-minute cart hold is automatic. Beyond that, we offer a manual hold for qualified clients (existing customers, verified dealers, high-value orders) of up to 7 days. Ask us on WhatsApp — we'll need a refundable 10% deposit for holds longer than 72 hours.
Shipping
How do you ship gemstones?
International parcels go via DHL Express or Malca-Amit (for high-value stones), fully insured at the declared value, under HS code 7103 (precious stones — natural), with DAP (Delivered at Place) Incoterms. We handle all export paperwork. You receive a tracking number the day the parcel ships.Do you ship worldwide?
Yes, with two exceptions. We do not ship stones of Myanmar (Burmese) or Russian origin to US addresses — US Executive Order 14068 and the JADE Act prohibit this trade. Our checkout detects and blocks the combination automatically. For all other origin/destination pairs, if courier services operate, we ship.How long does shipping take?
From Bangkok: typically 3–5 business days to the US, UK, EU, GCC, and Hong Kong; 4–7 days elsewhere. From Dubai: 2–4 days to Europe and GCC; 4–6 days further. Customs clearance adds 0–2 days depending on destination. High-value shipments (>$50K) use Malca-Amit and schedule an arrival window with you directly.
Returns
What's your return policy?
Catalog stones: 14-day return window from the delivery date. The stone must return in its original condition, with all certificates and packaging. Once we receive and verify it, we refund the full purchase price to the original payment method within 5–7 business days. International return shipping is your responsibility except for high-value orders (see below).Can I return a custom or bespoke piece?
No. Bespoke commissions — one-of-a-kind cuts, custom settings, pieces made to your specification — are not eligible for return. This is standard across the luxury jewelry trade and we disclose it at the point of commission and again at final payment. Catalog stones remain fully returnable.Who pays return shipping for high-value orders?
Any returned order above $10,000 USD ships back on our account, fully insured, with a prepaid Malca-Amit or DHL label we provide. Upon receipt, an independent gemologist inspects the stone before refund — this protects both you and us against a switched or damaged-in-transit return.
Certification
What certificates come with my stone?
Every stone priced at or above $3,000 ships with an independent laboratory report — typically GRS (Gem Research Swisslab), SSEF, Gübelin, GIA, AGL, or IGI for diamonds. The lab and certificate number are shown on the product page, and the physical report accompanies the stone.Can I verify a certificate myself?
Yes — and we encourage it. Go to /verify, select the lab and enter the certificate number; most labs (GIA, GRS, SSEF, Gübelin) maintain public verification portals. You can also plug the number into our direct verification tool, which deep-links to the lab's own lookup page.
Payment
What payment methods do you accept?
Credit and debit cards via Stripe (Visa, Mastercard, Amex — with 3D Secure authentication on orders above $1,000), PayPal, wire transfer (for orders above $10,000), and BitPay for cryptocurrency (Bitcoin, Ethereum, USDC). All settlement is in US dollars regardless of the display currency; your card's bank may apply conversion fees on top.Can you declare a lower value on the customs invoice?
No. We declare the full insured value on every customs declaration, always. This is not a negotiable preference — it's how our insurance, our freight forwarders, and customs authorities in every jurisdiction we ship to work. Under-declaring would invalidate your insurance if the parcel were lost or damaged, and expose both parties to criminal liability for customs fraud.
Bespoke
Do you create custom jewelry?
Yes. Our bespoke practice covers engagement rings, commissioned pieces, one-of-a-kind settings, and complete custom designs. The process runs: free initial consultation → 3D rendering (two free revisions, then $100 per revision) → client approval → crafting (typically 4–8 weeks) → insured delivery. Intellectual property in the final design transfers to you upon full payment.What's the deposit for a bespoke commission?
50% on project approval, the remainder before shipping. For high-value commissions (>$50K) we can split payments across the milestones (render, wax, stone-setting, delivery). Custom commissions are not returnable once the render is approved — please see the bespoke returns clause in our terms.
Diamonds
Are your diamonds conflict-free?
All our natural diamonds ship with Kimberley Process documentation and originate from Kimberley-compliant sources. We do not sell diamonds of Russian origin to the United States (G7 sanctions, effective March 2024). Lab-grown diamonds carry no mining provenance by definition and are clearly labelled as such in the catalog and on the invoice.
Account
Do I need an account to buy?
For orders up to $10,000 — no, a guest checkout with a valid email address is sufficient. For orders at or above $15,000 we require a verified account with basic KYC documentation (ID and proof of address); at $50,000+ we additionally require source-of-funds documentation. Creating an account also unlocks your order history, saved addresses, wishlist sync across devices, and our VIP program once you cross the threshold.
Still have a question?
Our gem desk answers every message personally — no chat-bots, no scripts. We reply within one business day, usually much sooner.