Shipping policy

Shipping Policy

At ZGEMS, we proudly ship gemstones and jewellery to customers around the world. This Shipping Policy outlines our shipping procedures, responsibilities, and delivery expectations.

Shipping Responsibility
Customers are responsible for all shipping costs associated with their order, including shipments dispatched from Australia or directly from an international sourcing location where applicable.

Order Processing

In-stock items are generally processed within 1-5 business days after payment has been received and verified.

Custom jewellery, special-order gemstones, sourced gemstones, and custom-cut stones may require additional production or sourcing time prior to shipment.

Shipping Locations

Orders may be shipped from:

  • Australia
  • Our international gemstone sourcing partners
  • Specialized cutting and manufacturing facilities
  • Approved supplier locations worldwide

Depending on product availability and sourcing arrangements, your order may be shipped directly from the country where the gemstone or jewellery is sourced.

Shipping Charges

Customers are responsible for all shipping costs unless otherwise stated during checkout or within a specific promotional offer.

  • Domestic shipping within Australia.
  • International shipping.
  • Shipping from a supplier or sourcing country.
  • Express delivery services.
  • Insurance services where selected.
  • Re-delivery charges resulting from incorrect addresses or failed delivery attempts.

Important: For specially sourced gemstones, custom jewellery, or supplier-direct shipments, shipping fees from the country of origin are payable by the customer.

Customs, Duties & Taxes

International orders may be subject to customs duties, taxes, import fees, brokerage fees, or other local charges imposed by the destination country.

These charges are the sole responsibility of the customer and are not included in ZGEMS product prices or shipping fees unless explicitly stated.

Tracking & Insurance

Where available, tracking information will be provided once your order has been dispatched.

Insurance options may be available for higher-value shipments. Additional insurance costs are the responsibility of the customer unless otherwise agreed.

Delivery Timeframes

Delivery times vary depending on destination, shipping method, customs processing, and the origin of the shipment.

  • Australian deliveries typically arrive within several business days.
  • International deliveries may take several days to several weeks depending on destination and customs clearance.
  • Sourced gemstones and custom-made items may require additional preparation time before dispatch.

Delivery time estimates are provided as guides only and cannot be guaranteed.

Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping details.

ZGEMS is not responsible for delays, losses, or additional shipping charges resulting from incorrect information supplied by the customer.

Lost or Delayed Shipments

If a shipment appears delayed or lost, please contact us and we will assist in working with the shipping carrier to investigate the matter.

While we will make every reasonable effort to assist, ZGEMS cannot guarantee delivery times or accept responsibility for delays caused by shipping carriers, customs authorities, weather events, or circumstances beyond our control.

Damaged Deliveries

If your order arrives damaged, please contact us within 48 hours of delivery and provide photographs of the packaging and item.

We will review the situation and work with you to determine an appropriate resolution.

Returns & Shipping Costs

Customers are responsible for return shipping costs associated with approved returns, exchanges, or ring resizing services.

We recommend using a tracked and insured shipping service when returning valuable gemstones or jewellery.

Need Assistance?
If you have questions about shipping