Before payment
Availability confirmation
Natural gemstones are individually sourced and availability can change. Customers must contact RealGem before payment to confirm that the requested stone, or an agreed comparable stone, is available. RealGem will disclose any material difference in weight, dimensions, color, treatment or documentation before accepting payment.
Delivery
Shipping, insurance and signature
RealGem confirms the delivery method, shipping charge and estimated dispatch time before payment. Paid orders ship only to the address approved for the transaction. Tracking is provided after dispatch.
Orders may require carrier insurance and an adult signature, depending on value and destination. Delivery estimates are not guarantees. Customers should contact RealGem promptly about a delayed, damaged or missing shipment.
Customer care
Returns and refunds
Contact RealGem within seven calendar days after confirmed delivery to request a return. A return authorization is required before sending a gemstone back. The stone, packaging and supplied documents must be returned in their original condition.
Approved refunds are issued to the original payment method after the returned item is received and inspected. Original shipping, insurance and return expenses may be deducted unless the return resulted from RealGem’s error or the item materially differed from the confirmed description. Customized, altered, damaged or substituted items are not eligible for return.
Natural variation
Gemstone and documentation disclosures
Photographs are intended to represent the gemstone accurately, but lighting, screens and photography can affect perceived color. Natural inclusions and variations are normal. Carat weight, dimensions, origin, treatment and clarity information are based on available records and supplier representations unless an independent laboratory report is expressly included.
“Natural” does not necessarily mean untreated. Any known treatment is disclosed in the confirmed item details. RealGem does not promise a laboratory report unless one is specifically listed and confirmed before payment.
Secure checkout
Payment, pricing and tax
Payments are processed by Stripe. RealGem does not store complete card or bank-account details. The final amount, including any confirmed shipping charge and applicable tax, is shown before payment. Taxes are collected where RealGem is legally required to do so.
An order is not paid merely because a customer provides a screenshot or payment message. RealGem ships only after its payment processor confirms successful payment or settlement.
Your information
Privacy
RealGem collects information needed to respond to inquiries, confirm availability, process orders, prevent fraud, provide customer service and comply with legal obligations. This can include contact details, delivery information, order history and communications.
Payment details are handled by Stripe. Necessary information may be shared with payment processors, carriers and service providers that support an order. RealGem does not sell customers’ personal information. Contact info@realgem.co with a privacy request.
Purchase agreement
General terms
By placing an order, the customer confirms that the item, disclosed specifications, price, delivery terms and these policies were reviewed. RealGem may decline or cancel an order before shipment because of availability, pricing error, payment review, suspected fraud, legal restrictions or an inability to deliver safely. Any captured payment for a cancelled order will be refunded to the original payment method.
These policies are governed by applicable United States and Virginia law. Nothing here limits rights that cannot legally be waived. Questions should be submitted through the RealGem contact page.
Last updated September 5, 2026.