Shipping & Delivery Policy
Effective date: October 29, 2026
1.1. Destinations and availability
Gemerald ships natural emerald gemstones internationally wherever shipment is legally permitted and suitable secure transportation is available. Some destinations may be excluded for legal, customs, carrier or security reasons. If Gemerald cannot fulfill an accepted order, it will notify the customer and provide a full refund to the original payment method unless the customer agrees to another lawful remedy.
2.2. Estimated delivery times
Standard estimated delivery is 5–10 business days, with an anticipated timeframe of up to 14 business days, counted from order acceptance, approved payment and completion of necessary compliance and shipping arrangements. These are estimates rather than guarantees. Customs clearance, security verification, holidays, carrier disruption and destination restrictions may cause delays. Gemerald will communicate material delays and preserve applicable cancellation and refund rights.
3.3. Shipping carriers and protection
Gemerald chooses an appropriate secure courier, including Malca-Amit, Ferrari Group, FedEx or another qualified provider, and determines appropriate shipment protection based on value, destination and carrier arrangements. Identity verification, signature or proof of delivery may be required. No blanket promise of full insurance is made unless confirmed for the specific shipment.
4.4. Shipping fees and total price
Shipping fees are calculated individually based on destination, shipment value, carrier and protection requirements. The final shipping fee and full amount charged by Gemerald must be disclosed to and accepted by the customer before payment is authorized. If an automated shipping quote is unavailable, Gemerald must confirm the fee manually before taking payment. Shipping calculation and disclosure are required website implementation steps.
5.5. Customs, duties and import restrictions
Unless otherwise expressly agreed, destination-country import duties, local taxes, customs fees and customer-side clearance charges are payable by the customer where legally permitted. These may be charged separately by authorities or carriers. Customers must provide accurate import information. If customs refuses or delays entry, Gemerald will investigate and explain the options. Responsibility for lawful return or redelivery charges depends on the cause and applicable law; customer-caused issues do not automatically extinguish mandatory refund rights.
6.6. Delivery problems, loss and damage
Customers should promptly report missing, damaged, tampered or incorrect deliveries, providing available photographs and shipment information. Gemerald will investigate with the carrier and review proof of delivery and identity verification. If Gemerald cannot fulfill the purchased order, it will provide the refund or other remedy required by law. A carrier status marked delivered does not by itself eliminate a genuine customer claim.
7.7. Incorrect delivery information
Customers should ensure addresses and contact details are complete. Where incorrect customer information causes delay, failed delivery or additional expense, Gemerald will contact the customer and may seek documented reasonable additional charges where lawful and disclosed before further payment.
8.8. Cancellations
Cancellation before shipment and returns after delivery are addressed in the Returns, Refunds & Cancellation Policy. Mandatory rights are preserved.
9. Contact
Gemerald Collection Ltd.Company no. 516708682
1 Jabotinsky St., Maccabi Building, Suite 653, Ramat Gan 52520, Israel
Phone: +972 3 575 3057
Email: info@gemeraldgems.com
Website: gemeraldgems.com