Client Care
Shipping & Returns
Every stone travels insured, tracked and discreetly packaged, and if it is not right, you have thirty days to return it.
Delivery
| Destination | Service | Typical time | Cost |
|---|---|---|---|
| United Kingdom | DHL Express, insured & tracked | 2–3 working days | Complimentary over £75 · [[CONFIRM RATE BELOW £75]] |
| United States | DHL Express, insured & tracked | 5–7 working days | Complimentary over £75 · [[CONFIRM]] |
| EU & rest of world | DHL Express, insured & tracked | [[CONFIRM]] | [[CONFIRM]] |
Orders outside the UK may be subject to import duties and taxes charged by the destination country. [[CONFIRM WHETHER YOU SHIP DDP OR DAP]]
Packaging
Each stone arrives in its VERDAAN presentation box with its certificate of authenticity and origin card. Outer packaging is plain and unbranded.
30-day returns
- Return any stone within 30 days of delivery for a full refund, no questions asked.
- Return shipping is complimentary: contact us and we will send a prepaid, insured DHL label.
- Stones must be returned unset, in their original condition, with their certificate.
- Refunds are made to the original payment method within [[CONFIRM: e.g. 5 working days]] of the stone reaching us.
- Bespoke commissions and custom-cut stones are made to order and cannot be returned unless faulty.
Lab-test guarantee
If an independent, accredited gemmological laboratory contradicts our certificate, we refund you in full and cover the cost of the lab report.
Buy-back
Qualifying investment-grade stones carry a written buy-back offer at 80% of the purchase price. Terms are printed on the certificate. [[CONFIRM BUY-BACK PERIOD & CONDITIONS]]