FAQs

How can I contact My Precious Gems? +
You can email us at mypreciousgems72@gmail.com or contact@mypreciousgems.com. Our team will be happy to assist with product, shipping, or returns questions.
Do you ship worldwide? +
Yes — we ship to most countries serviced by FedEx and UPS. If you’re unsure whether we ship to your country, email us and we’ll confirm.
Where do you ship from? +
All orders are shipped from Australia using FedEx and UPS to ensure fast, secure, and tracked delivery.
Can I change or cancel my order? +
Please contact us as soon as possible if you need to change or cancel an order. Once an order has been shipped we cannot modify or cancel it, but you may request a return after delivery (see Return policy).
What payment methods do you accept? +
We accept major credit and debit cards and PayPal. All payments are processed securely.
When will my order be processed? +
Orders are typically processed within 1–3 business days after payment confirmation. Additional time may be required for high-value gemstones or special handling requests. We process orders Monday to Friday and do not ship on weekends.
How long will it take to receive my order? +
Domestic (Australia) deliveries: 1–5 business days after dispatch.
International deliveries: typically 4–9 business days, depending on customs and destination. You’ll receive tracking information once your order ships.
What if I don’t receive my order? +
Contact us right away and we’ll follow up with the carrier. We’ll assist with tracking and claims for lost or damaged parcels. Please note that once a parcel is marked “delivered” by the courier, My Precious Gems cannot be held responsible for loss, theft, or damage occurring after delivery.
Will I be charged customs or taxes? +
Import duties, taxes, and customs fees are the responsibility of the buyer and vary by country. These charges are not included in our prices or shipping fees, except for Australia, where GST is included in the price. Please check with your local customs office for details before ordering. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 
How do I return an item? +
Email mypreciousgems72@gmail.com within 14 days of delivery to request a return. Returns must be approved before you send the gemstone back. Items must be returned loose, unaltered, and accompanied by all certificates and original packaging. See the rturns policy for more detailed information. 
When will I receive my refund? +
Refunds are issued to the original payment method once we receive and verify the returned gemstone is in its original condition. Allow up to 7–10 business days for the refund to appear depending on your payment provider.
Are your gemstones certified? +
Yes all of our gemstones include certificates from recognised gemological laboratories. Certificates reflect the issuing lab’s opinion at time of testing; different labs may have differing opinions.
Do gemstones change colour over time? +
Some gemstones are treated (e.g., heating, irradiation) to enhance colour. Treated gemstones may change or fade over time. We cannot guarantee permanence of treated colours — please refer to our Treatment & Stability disclaimer for details.
Can I have a gemstone set into jewellery or appraised? +
Yes — but please be aware that any gemstone that has been set, scratched, reweighed, or otherwise modified cannot be returned. We are not responsible for damage or changes caused by third-party jewellers, appraisers, or couriers after delivery.
What currency are prices shown in? +
All prices are displayed in the currency you select on the website and are subject to change without notice. The final total, including any applicable taxes or fees, will be confirmed at checkout.
Do you offer gift packaging? +
Yes — gemstones are packaged securely and elegantly. If you have special presentation requests, please contact us before ordering so we can accommodate where possible.
Still have questions? +
We’re here to help — email us at mypreciousgems72@gmail.com or visit mypreciousgems.com.au.