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SHIPPING & RETURNS

We aim to prepare and ship your order to you as quickly as possible and usually ship every business day. A confirmation email showing your tracking number will be sent once your order is ready to be collected by the courier.

Shipping – New Zealand

All New Zealand orders are sent by tracked and signature-required courier. A $15 flat rate charge applies (there is no extra charge for rural delivery). We offer FREE SHIPPING for orders over $1000. Please allow 1-3 days for delivery. Rural delivery may take a bit longer.

Shipping - International

International shipping is a flat rate of $150 for FedEx delivery. We offer FREE SHIPPING for international orders over $3000 NZD.

 

Returns

The Sapphire Merchant offers a 7-day return window for you to review your gemstone. The 7-day window starts when you sign for and receive your gemstone from the assigned courier service. If you are not completely satisfied with your gemstone, you can return it for a full refund (exclusive of any shipping and credit card fees, customs duties, tax, and currency exchange fees where applicable). While you have possession of the gemstone, you are fully responsible for its value and care. Please note: Loose gemstones will not qualify for a refund if they have been chipped, fractured, scratched, weigh differently or have been altered in any way. 

Exceptions / non-returnable items

For brokered gemstones, we work with photographs and videos. Occasionally, the colours of gems can vary depending on lighting and may look different in photographs/video than how they look to the naked eye. Minor inclusions are not always seen in photographs/videos. On occasion, gem weight is recalibrated when a laboratory report is completed. These are factors to consider when a gem is brokered for you. The Sapphire Merchant discloses all information available; however, there can be small unforeseen variances in natural gemstones that are not always known. Gemstones that have been brokered cannot be returned. Brokered gemstones are purchased on behalf of the client, imported into New Zealand, and tax is paid on them. We do not issue refunds for a change of mind. A store credit can be given upon agreement. 

Jewellery that is designed and manufactured for you cannot be returned. 

We do not issue refunds for gems that have been damaged during the process of being set into jewellery.  

We do not accept returns on sale items or gift cards.

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