Frequently asked questions
Everything you may wish to know about delivery, payment, certification, bespoke commissions and private sourcing. Should your question remain unanswered, a GemBox gemologist is always available to assist you personally.
Delivery & Shipping
GemBox delivers to a curated selection of destinations worldwide, including Switzerland, all European Union member states, the United Kingdom, Monaco, Norway, the United States, Canada, Japan, Singapore, Hong Kong, and the United Arab Emirates, among others.
Every shipment is arranged through specialist logistics partners with expertise in the secure transportation of high-value gemstones and fine jewellery, and is fully insured throughout transit.
Should your country not appear at checkout, we invite you to contact our Client Services team. We will be pleased to explore a tailored delivery arrangement wherever possible.
Each shipment is individually arranged according to the nature of the creation, its destination, and the level of service required. Standard insured delivery is typically completed within three to seven business days. Priority Express Delivery, available in most destinations through DHL Express, FedEx, UPS, or Swiss Post Express, arrives within one to two business days.
Clients may also request a preferred delivery date, a morning delivery window, or Saturday delivery. For exceptional acquisitions, a dedicated white-glove delivery service may be arranged upon request.
Creations held in stock are generally dispatched within one to three business days and delivered within two to seven business days thereafter. Bespoke commissions follow a personalized production schedule, which will be communicated to you at the outset of your project.
For rare gemstone sourcing requests, a delivery estimate is provided once stone availability, certification requirements, and any additional specifications have been confirmed. You will always receive a clear timeframe before your order is finalized.
Shipping charges vary according to the destination, the value of the creation, and the level of service selected. All GemBox shipments are fully insured and handled exclusively by trusted partners specializing in the secure transport of gemstones and fine jewellery.
The applicable shipping fee is calculated and presented transparently prior to the completion of your purchase.
Yes. Deliveries may be arranged to a private residence, a place of work, or a secondary address, provided that secure delivery conditions can be guaranteed.
For security reasons, GemBox does not deliver to hotels, hospitals, public collection points, parcel lockers, or P.O. boxes.
Yes. All GemBox deliveries require a signature upon receipt, and may only be accepted by the individual named on the order. A valid government-issued identification document may be requested at the time of delivery.
For particularly significant acquisitions, additional identity verification may be implemented prior to the release of the parcel.
Once your order has been dispatched, you will receive a shipping confirmation and full tracking details by email. Clients commissioning bespoke jewellery or sourcing rare gemstones will receive personalized updates from their dedicated GemBox advisor at each stage of the process.
Our Client Services team remains available by telephone and email should you require assistance at any time.
Orders shipped internationally may be subject to local customs duties, import taxes, or handling charges imposed by the destination country. Such charges remain the responsibility of the recipient unless expressly agreed otherwise in writing.
For significant acquisitions, we strongly encourage clients to seek guidance from our team prior to shipment. We will be pleased to provide clarity on any applicable obligations.
Yes. Every GemBox shipment is fully insured from the moment of dispatch until successful delivery and acceptance by the recipient. Clients may purchase with complete confidence knowing that their creation is protected throughout its journey.
Payments
GemBox accepts international bank wire transfers, Visa, Mastercard, American Express, Apple Pay, Google Pay, TWINT, and selected local payment solutions depending on the destination country.
For certain regions and order values, additional payment options may be available. Our Client Services team will be pleased to assist with any specific payment requirements.
Yes. Bank transfer is available for all orders and is frequently the preferred method for significant gemstone acquisitions and bespoke jewellery commissions. Full payment instructions are provided during checkout or directly by your GemBox advisor.
All transactions are protected through advanced SSL encryption and processed via trusted international payment providers. Multiple security protocols are applied to safeguard both your personal information and financial data.
Credit card payments within Europe and selected international markets are further secured through 3D Secure authentication. Additional verification may be applied to high-value purchases as an additional layer of protection.
Returns & Exchanges
Eligible creations may be returned for an exchange or refund within fourteen days of delivery, provided they remain in their original, unworn condition and are accompanied by all original packaging, certificates, laboratory reports, and documentation.
Personalized, engraved, bespoke, or altered creations are not eligible for return.
As each bespoke creation is individually produced for a specific client, custom-made jewellery, personalized pieces, engraved items, special-order gemstones, and creations showing signs of wear, damage, or alteration are not eligible for return or exchange.
To initiate a return, please contact our Client Services team at +41 76 377 77 11. A dedicated advisor will guide you through the process, provide the necessary instructions, and arrange an insured return shipment where applicable.
Clients who prefer to return a creation in person are welcome to schedule a private appointment with one of our advisors.
Upon receipt of your return, the creation undergoes a thorough quality inspection by our specialists. Once successfully completed, a refund confirmation is issued and reimbursement is processed through the original payment method within seven business days, subject to your payment provider and financial institution.
We encourage you to contact our Client Services team as promptly as possible should you wish to amend or cancel an order. While we will always endeavour to accommodate your request, certain orders may already be in production or prepared for dispatch and may no longer be eligible for modification.
Gemstones & Certification
Without exception. Every gemstone offered by GemBox is carefully examined, authenticated, and sourced through trusted international partners. We maintain rigorous standards of selection and transparency, ensuring that each stone meets our criteria for authenticity, quality, and provenance.
Where applicable, gemstones are accompanied by reports from internationally recognized gemological laboratories, including GRS, SSEF, Gübelin Gem Lab, GIA, GFCO, and Lotus Gemology. Certification details are clearly indicated on the product page or communicated during the sourcing process.
Should a gemstone not yet possess laboratory certification, GemBox can arrange examination through the laboratory of your choosing prior to delivery.
In many cases, yes. Where certification has not yet been issued, GemBox may arrange examination through a laboratory of your preference — including GIA, SSEF, Gübelin, GRS, GFCO, or Lotus Gemology — subject to availability and the suitability of the gemstone. Your advisor will guide you through the options.
Yes, always. Many gemstones on the international market undergo routine enhancement to improve their appearance. Wherever a treatment is known, it is fully and transparently disclosed to the client. Any available laboratory report will specify the presence or absence of treatments in accordance with prevailing industry standards.
Depending on the stone, its location, and its value, GemBox may be able to arrange a private in-person viewing, a virtual presentation, or an in-depth consultation with one of our gemologists. Availability varies according to the specific gemstone and jurisdiction involved.
We encourage collectors considering a significant acquisition to enquire about a viewing at the earliest opportunity.
Selected gemstones may be placed on hold for a limited period, subject to availability and approval. Please contact a GemBox advisor directly to discuss a reservation.
Yes. GemBox provides professional gemological examinations, valuation services, advisory reports, and documentation for insurance, estate planning, and collection management purposes. Please contact our team to discuss your specific requirements.
GemBox works exclusively with carefully selected suppliers, manufacturers, and gemstone dealers developed through longstanding industry relationships. We are committed to responsible sourcing practices and seek to ensure that every gemstone we offer is obtained through legitimate, transparent channels in full accordance with applicable international regulations and trade standards.
As part of our commitment to integrity, GemBox operates under a formal Anti-Money Laundering policy aligned with Swiss financial compliance requirements and international best practices. All client relationships and transactions are subject to due diligence procedures, and we reserve the right to request supporting documentation as appropriate.
We are also signatories to the principles of the Responsible Jewellery Council and adhere to the Kimberley Process Certification Scheme for diamonds, ensuring that no conflict stones enter our supply chain. Our sourcing network is audited on a regular basis, and we maintain full traceability records wherever the origin and chain of custody of a gemstone can be documented.
Clients undertaking significant acquisitions are welcome to request full documentation of a stone's provenance, compliance status, and supply chain history.
Bespoke Creations
Yes. Bespoke jewellery creation lies at the heart of GemBox. Working closely with our gemologists, designers, and master craftsmen, clients are invited to create entirely unique pieces centered around exceptional gemstones and tailored to their vision in every detail.
Each commission begins with a private consultation during which our team explores your preferences, inspirations, budget, and objectives. A dedicated timeline is established at the outset, ensuring complete clarity on each milestone from initial design through to final delivery — typically spanning four to twelve weeks depending on the complexity of the creation.
Following gemstone selection and design development, the creation enters production before undergoing rigorous quality control and final presentation. Your dedicated GemBox advisor remains at your disposal throughout every stage of the process.
As each bespoke project is individually commissioned, full prepayment may be required before production commences. Specific payment terms are communicated individually according to the nature and complexity of the project.
A selection of GemBox creations may be engraved, either during the ordering process or through consultation with a Client Advisor. Availability varies according to the design and material of the piece. Please contact our team for further guidance.
To preserve the beauty and longevity of your jewellery, we recommend storing each creation separately, avoiding exposure to chemicals and cosmetics, and removing pieces before sporting activities, swimming, or physically demanding pursuits. Detailed care guidance, specific to each gemstone and precious metal, is available upon request.
GemBox also offers professional cleaning, polishing, gemstone inspections, and expert after-sales guidance as part of our ongoing commitment to clients.
Private Sourcing
Absolutely. Private gemstone sourcing is one of the defining services offered by GemBox. Through our international network of suppliers, cutters, collectors, and dealers, we assist clients in locating stones that may never appear in conventional retail settings.
Clients are welcome to share their preferred species, origin, colour, dimensions, certification requirements, budget, and timeline. Our team will then undertake a discreet and thorough search on your behalf.
Some of the most exceptional gemstones we have placed with clients have never been publicly listed anywhere. We invite you to share your vision with us.
Absolutely. Direct access to qualified gemologists is one of the hallmarks of the GemBox experience. Whether you are selecting a significant stone, commissioning a bespoke creation, or seeking independent expert counsel, our specialists are available to assist you personally — by appointment or remotely.
GemBox combines direct access to international gemstone sources with professional gemological expertise and highly personalized client service. Unlike conventional retail environments, clients communicate directly with qualified gemologists at every step of the acquisition process.
This approach allows us to offer exceptional transparency, tailored sourcing solutions, and access to gemstones that may never appear in a public showcase — all within a framework of absolute discretion.
Gifting & Privacy
Every GemBox creation is presented in refined luxury packaging designed to both protect and showcase your purchase. Each order is accompanied by a signature presentation box and gift bag, making it suitable for gifting on any occasion without additional preparation.
Certainly. A personalized message may be included with any order and will be elegantly presented alongside the creation. Simply indicate your preferred wording during the ordering process or communicate it to your advisor.
Discretion is an integral part of the GemBox experience. All client information is treated with the utmost confidentiality and handled in accordance with strict privacy standards. Packaging is deliberately understated and secure, designed to protect both the contents and the privacy of the recipient.
Private sourcing requests, significant acquisitions, and bespoke projects remain strictly confidential. For clients who require an additional level of privacy, non-disclosure arrangements may be accommodated upon request.
Yes. Private consultations and viewings are available by appointment and may be arranged either remotely or in person. Please contact our Client Services team to schedule a meeting at your convenience.
Speak with a GemBox advisor
Mon–Fri 9:00–17:00 (local time) · Sat–Sun by appointment · Response within one business day
