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.
Please choose carefully; we do not accept returns for change of mind. Store credit can be offered in lieu of a return. Please contact Gemma to initiate this process.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
For brokered gemstones, we work with photographs and videos. Occasionally 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.
Jewellery that is designed and manufactured for you cannot be returned.
We will 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.