We want you to love every stone you buy from Farangems. If it is not right, our returns are simple and fair.
Hassle-Free Returns
Returns are accepted within 7 days of receiving the item, with no questions asked.
Return Shipping Costs
Customers are responsible for the cost of return shipping.
For free shipping orders, the original shipping cost will not be deducted from the total refund amount.
How to start a return
- Within 7 days of delivery, email support@farangems.com or WhatsApp +66 83 103 7630 with your order number and the stone(s) you would like to return.
- We will confirm your return within one business day and send you the return address and packing instructions.
- Pack the stone securely in its original gem box and packaging, together with any certificate or report issued with it.
- Ship it using a tracked and insured service, and send us the tracking number.
Condition of returned items
Stones must be returned in the same condition they were received. We cannot accept stones that have been set, mounted, recut, re-polished, damaged or otherwise altered, or returns that arrive without the original certificate where one was supplied.
Refunds
Once your return arrives at our office, we inspect it and confirm by email. Approved refunds are issued to your original payment method within 3 to 5 business days. Depending on your bank or card provider, the credit may take a further 5 to 10 business days to appear.
Paid express shipping charges are not refundable. Third-party laboratory report fees are not refundable once the report has been issued. Import duties and taxes paid to your local customs authority are not collected by us and must be reclaimed from that authority where possible.
Exchanges
If you would prefer a different stone, tell us when you request your return. We can hold a replacement and ship it once your return has been received, or send you hand-picked alternatives on WhatsApp.
Damaged, lost or incorrect items
If your order arrives damaged, or the stone does not match its description, contact us within 48 hours of delivery with photos of the item and packaging. We will cover the return shipping and send a replacement or a full refund, including original shipping.
If a tracked parcel is confirmed lost by the carrier, we will work with the carrier on your behalf and send a replacement or full refund once the claim is resolved.
Authenticity guarantee
If an independent, recognised gemological laboratory finds that a stone differs materially from our description, we will refund the full purchase price, including shipping and the cost of the report, with no time limit. See our Authenticity Promise.
Contact
Bangkok (head office): Jewelry Trade Center, 919/1 Silom Road, Bang Rak, Bangkok 10500, Thailand.
Peshawar office: Peshawar, Khyber Pakhtunkhwa, Pakistan.
Email: support@farangems.com · WhatsApp: +66 83 103 7630