ANSWERS TO YOUR QUESTIONS

Shopping Information

 

WHY SHOULD I BUY FROM MODERN GEM JEWELRY

We are one of the very few internet jewelers to have a huge variety of precious gemstones and master jewelers with decades of experience of fine gemstone expertise. With all of our jewelry manufactured in-house, we totally stand behind our jewelry to offer you the best value for your money on the internet. You are able to customize any piece with the metal, style and gemstone of your choice. You aren't left out if you are on a budget. Our expertise jewelers will always give you a piece that best suits your budget and still never compromising on quality

WHERE IS YOUR JEWELRY MADE?
The large majority of our jewelry is made in Hong Kong, Shenzhen & Tokyo
HOW MUCH IN MY PIECE GOING TO COST ME?

Unlike other jewelers and jewelry stores, each piece of jewelry we produce starts off as a brand-new idea. Because of that, it’s difficult to know how much a piece is going to cost without knowing a bit more about the idea you have in mind. The easiest way to get an estimate on your piece is to start a consultation with us. With just a bit of information, we can usually provide you with an estimate very quickly. Once we have the finer details, we can offer you a proposal with an exact price.

DO YOU HAVE RETAIL STORES?

Modern Gem Jewelry does not operate on retail locations, but operates under offices based in Hong Kong, Guangzhou and Tokyo . This allows us to cut overhead costs and focus exclusively on quality and service - providing you with a high quality product at a much better value than your local jewelry store. Rather than have an expensive showroom, we prefer to pass the savings on directly to you.


    Payment Information

    WHAT PAYMENT METHODS ARE ACCEPTED?
    PayPal, Wechat Pay, Alipay , as well as Western Union & Bank Transfer. If you have a payment method that best suits you and is not listed above please contact our customer service department via email sales@moderngemjewelry.com or hit the live chat button to reach our online support if you have any additional questions.


    Orders, Returns & Shipment

     
    HOW LONG DOES IT TAKE TO GET MY PIECE CUSTOMIZED?

    Typically, your custom piece will be in your hands 2-3 weeks after we've finalized your design. However, because each project is different, the time it takes to complete your project may vary. Here's a rough breakdown of how long each part of our process takes:

    Design:
    As long as it takes for you to tell us it's perfectWhen it comes to creating your design, we'll work at your pace. Some customers only need to exchange a few messages with us - we'll often be ready to make their piece within a few days. Others may prefer to design and iterate with us over many weeks, or even months.

    Production:
    Approximately 2 weeks Once you've approved a design, we'll manufacture your piece, finishing all the details by hand. When it's ready, we'll send you photographs of your finished piece so you can give us your seal of approval before we ship it to you.

    Shipping:

    • We offer free international shipping. Anytime, Anywhere.
    • We ship through Fedex or DHL to ensure secure shipping. All shipments are insured.
    • You will receive a tracking number for your package so that you can keep track of its progress.
    •  Please allow us 1-7 days for handling of your item.
    •  Ready to ship Items will be shipped within 48 hours after payment is collected. Please note this does not include weekend checkouts.
    • Ready to ship items paid for on weekends will be shipped on Monday. We can only send orders to a home or work address, unfortunately we can not send to PO boxes.
    • Packages must be signed for by an adult upon arrival.
    CAN YOU ENGRAVE MY RING ? 

    While other competitors in the industry charge per letter or character to engrave in your jewelry, Here at Modern Gem Jewelry, we'd be happy to personalize your ring with an inscription for FREE. Its all part of your custom experience.

    WHAT IF I NEED MY RING RESIZED ?

    We offer one free ring resizing within the first year. The customer is only responsible for shipping both ways.

    WHAT IF I NEED AN ITEM SOONER THAN THE DATE STATED?

    We will do all it takes to meet your demands. Please contact our customer service department sales@moderngemjewelry.com or hit the live chat button for instant help if you have any additional questions.

    CAN YOU SHIP TO AN ADDRESS OTHER THAN MINE?

    Definitely Yes! 


    WHAT IF I HAVE A QUESTION ABOUT MY ORDER ?

    For questions about your order, call Customer Service at + 86 18565391323, 24 hours a day, 7 days a week, or send an e-mail to support@moderngemjewelry.com. You will need your order number and email address and contact number to proceed your request.

     EXCHANGES,RETURNS & REFUNDS ?
    • We accept returns for 14 days from the day you receive your item. No questions asked. No need to explain.
    • Please note that ONLY ready to ship items & loose gemstones can be returned.
    • We take true pride in our craft and will go to great lengths to ensure that the piece you receive is exactly what you want, and we won’t begin production until we get your approval of all the design details. Because each of our pieces is custom made, items cannot be returned for a refund, and projects cannot be cancelled once production has started. If you are unhappy with any aspect of your item upon receiving it, reach out and our team will work with you to resolve the issue to the best of our abilities.

    Returns are accepted as long as the following conditions are met:

    • The item is returned in its original condition.
    • The item is returned with its original certificate. If the certificate is missing the customer will be charged the price of a new one.
    • We offer free return shipping for our Hong Kong & Mainland China customers ONLY.
    • For international returns we unfortunately can not offer free return shipping.
    • We ask that you ONLY return the item via secure shipping option (DHL or FEDEX)
    • Client is Liable for any extra cost(tax, customs charges,etc) when item is being shipped back.

    HOW DO I PLACE AN ORDER?
    You can choose or any of our preset designs on our site and proceed to checkout or request for a custom piece here . If you need extra help, feel free to reach our online customer support or email sales@moderngemjewelry.com
     DO YOU OFFER WARRANTY?

    We stand behind our jewelry 100% and we offer a comprehensive set of warranties so that you can purchase with confidence.

    Lifetime Manufacturer Warranty
    We guarantee our workmanship and take responsibility for any structural defects.

    Certificate of Authenticity
    All the materials (metals, diamonds, and gemstones) we sell are authentic and properly specified in your proposal agreement.

     

    WHAT SERVICES ARE INCLUDED IN YOUR WARRANTY?

    With our lifetime warranty, you get free cleaning, re-polishing, prong tightening and re-rhodium plating services.

     

    WHERE DO YOU SHIP TO ? 

    Currently, we ship to 60+ countries worldwide with the following terms & conditions:

    • Modern Gem Jewelry offers free shipping to over 64 countries.
    • Customers are liable to pay the local import duties/taxes, as applicable in their country of import.
    • All returns/exchanges from International destinations are to be shipped by customers at their cost with full value insurance of all items being returned. Any import duty required to be paid by Modern Gem Jewelry for such returns will be deducted from the refund to be processed for the customer.


    There are a handful of countries we don’t ship to, either due to restrictions from our shipping providers or customs regulations at the shipping destination. To see if your country qualifies, contact customer care at sales@moderngemjewelry.com or hit the live chat button for instant support.

     

    HOW LONG WILL IT TAKE FOR MY ITEM TO BE SHIPPED AFTER I ORDER ? 

     

    • Modern Gem Jewelry offers free shipping to over 64 countries.
    • We ship through Fedex or DHL to ensure secure shipping. All shipments are insured. 
    • You will receive a tracking number for your package so that you can keep track of its progress
    • Please allow us 1-7 days for handling of your item.
    • Ready to ship Items (such as loose gemstones & other jewelry) will be shipped within 48 hours after payment is collected. Please note this does not include weekend checkouts.
    • Ready to ship items paid for on weekends will be shipped on Monday.
    • Customers are liable to pay the local import duties/taxes, as applicable in their country of import.
    • We can only send orders to a home or work address, unfortunately we can not send to PO boxes.
    • Packages must be signed for by an adult upon arrival.
    • In office pick up can be arranged. Call or email us to set up a pick up at our most convenient location.
    • There are a handful of countries we don’t ship to, either due to restrictions from our shipping providers or customs regulations at the shipping destination. To see if your country qualifies, contact customer care at sales@moderngemjewelry.com or hit the live chat button for instant  

     

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