Frequently Asked Questions

About Gemvara

• Who are you guys? What makes Gemvara different?

• Gemvara is different because we make all of the fine high-quality jewelry we sell to order just the way you want it in your choice of gems and precious metals. You add your own personal meaning and individual style to every precious piece.

  Designing jewelry on Gemvara is easy and fun thanks to the dedicated and growing team of jewelry revolutionaries at our offices in Boston, Massachusetts. Meet our management team and all the friendly people in customer care.

  We'd love to get to know you too. Call us at 1-800-436-8803, email us, or contact us through live chat. We'll answer any questions and help you find the perfect piece.

• What do you mean by "every piece is customizable?"

• Once you find a design you like on Gemvara, you can make it personal by selecting the center and accent gems, the precious metals, and accessories like earring backs and chains. Some pieces are also available with a range of gem sizes: click "change" next to the gem size in the product details to see the range of sizes available.

• Where is Gemvara located?

• We are located in Boston, Massachusetts, home of the best basketball team in the world, and almost all of our jewelry is proudly made in the United States. We only make jewelry when you order it: we don't have any designs in inventory that you can see.

• Do you have stores? Can I visit you to see the jewelry?

• No, we only sell online, which allows us to offer exceptional value. We only make jewelry when you order it: we don't have any designs in inventory that you can see.

• Do you have the piece I'm looking at in stock?

• All of our beautiful jewelry is made to order to your specifications: we don't have any designs in stock.

• Can I see the piece on a model?

• Your piece won't be made until you order it so we can't take a picture on a model. But our amazing technical team can show you what your piece will look like on a virtual mannequin. Call us at 1-800-436-8803 to request it.

• Where is your jewelry made?

• jewelry is made in the United States. Our chains and a few of our components like findings are imported.

• Do you have a warranty on your jewelry?

• Yes, we have a one-year warranty on the workmanship of all our jewelry in addition to our 101-day satisfaction guarantee return policy. The warranty covers quality of our workmanship. If you damage a piece, we'll be happy to repair it for you for a reasonable fee. The warranty is void if another jeweler resizes or modifies the piece, since alterations, when done incorrectly, can damage the gems or the strength of the setting.

• Does Gemvara have a catalog?

• We don't currently have a print catalog.

• Why should I sign up for an account?

• Benefits for having an account include:

  • Access to your order history.
  • Quicker check out with your address book and billing information.
  • Password-protect your Wish List and access it from anywhere.
  • Receive exclusive offers, discounts and more from Gemvara.

• Why should I subscribe to your newsletter?

• Subscribers see new Gemvara designs first, before they are available on our site. Every month, we report on the latest jewelry trends, what stars are wearing and cool new designers. We also occasionally send our subscribers special offers and coupons.

• Do you offer discounts?

• We occasionally send our subscribers special offers and coupons in return for their opinions on new collections.

• Do you sell gift cards or gift certificates?

• Yes. Gemvara Gift Cards allow you to give a special person in your life the pleasure of creating a dream that comes true: a one-of-a-kind piece of jewelry, made just the way she designed it. Can you imagine a better way to guarantee that your present will fit her in every way?

• My email address has changed. How do I update my account?

• You can access and update any information pertaining to your account. To access your account, click here: https://www.gemvara.com/Sign-In-Join/secure-account/ViewLogin/. Once you login to your account, go into Account Settings to change your email.

• I can't find the piece I wanted on the site anymore. Can I still order it?

• We do occasionally update our selection and remove pieces we used to offer. We also rotate which items we feature prominently. It may be that the piece you want is still available in a different location. Even if we don't offer it anymore, we'll make it for you if we can. Call Gemvara Customer Care at 1-800-436-8803 and we'll do our best to find it for you.

• Do you offer the same selection for shipment to Canada as you do for the US?

• Yes. All Gemvara jewelry you see on our website is available for shipping to Canada. Shipping to Canada is free too! It may add a day or two to the delivery date.

• Do you match prices if an item I purchased goes down in price later?

• All sales prices are final and Gemvara does not price match. All our pricing is calculated using current precious metal and gem prices to give you the best possible value. These prices do change from time to time and our prices do too.

• Why did the price change on the piece I've been planning to purchase? Can I lock the price now?

• At Gemvara, we always want to give you the best possible price. So our prices change as the prices of gems and precious metals fluctuate. If you would like to freeze today's price for two weeks, click "Reserve Today's Price" on the product page and fill out your information. You'll be able to purchase the item at your reserved price by calling Customer Care at 1-800-436-8803. (You can also deside not to purchase the piece or to buy it at the future price if you prefer, it's up to you.) We cannot offer price reserves on jewelry with center diamonds, sample sale pieces, or last minute gifts, as these jewelry categories are subject to availability.

• I saw a Gemvara item on another shopping site and the price was different. Why is that?

• All our pricing is calculated using current metal and gem prices to give you the best possible value. These prices do change, both up and down. When we adjust our pricing, other sites sometimes don't update listings right away so the price change isn't always immediately reflected. In addition, our center diamonds are each one of a kind. When a diamond sells, we replace it with other one that fits the design and the new diamond may be a different quality, with a different price. If you are looking for a specific diamond quality that's different than the one we are showing for a piece, call Gemvara Customer Care at 1-800-436-8803 and we'll do our best to find it for you.

• Do you offer appraisals on your jewelry?

• For items that are more than $1,000, we are happy to provide a retail replacement evaluation of your jewelry piece for your insurance company. Call Gemvara Customer Care at 1-800-436-8803 for more information.

Shipping & Returns

• How much is shipping?

• Currently we offer free shipping to US and Canadian customers. Some expedited delivery requests may require an additional charge.

  Shipping for countries other than the United States, Canada and APO/FPO addresses, is handled by International Checkout, and is calculated when you select International Checkout in the cart. For more information, contact International Checkout at support@internationalcheckout.com.

• How much extra does it cost to ship to Canada?

• Although shipping to Canada is free, just like shipping to the United States, we charge Canadian VAT, duty, and an import handling fee. This extra cost for importing to Canada is calculated in the shopping cart when you place your order. Shipping to Canada may add a day or two to our estimated delivery date.

• Do you ship to countries other than the United States and Canada?

• For orders other than the United States, Canada and APO/FPO addresses, we have partnered with International Checkout, a respected third-party service that acts as your shopping concierge. Other brands that use International Checkout to fulfill international orders include Refinery29, Kitson, Bebe, and Proenza Schouler. To order through International Checkout, place the jewelry you want to purchase in the shopping cart, and choose the "International Checkout" option. Your order will be transferred automatically for processing. International Checkout handles payment by international credit card, PayPal, or bank transfer in your choice of 33 currencies, receives your order in the United States, and then ships your order to you in your country a few days later. You can arrange to pre-pay customs and duties at a guaranteed rate if you choose. All questions about your order, shipment, delivery status, payment, customs clearance, and returns are handled by International Checkout's multi-lingual service team at support@internationalcheckout.com. Contact International Checkout Customer Care.

• Can I check the status of my international order?

• To check the status of your order or track your package, please login to your International Checkout account at: https://www.internationalcheckout.com/login.php.

• I have an occasion coming up in less than three weeks, can I get my jewelry faster?

• We do our best to make people happy with our beautiful jewelry. Call to request special express delivery and we'll do it if we can. It may require overnight delivery or Saturday delivery, which are both an additional charge.

• Do you ship to APO addresses?

• Yes. But shipping takes longer. If you need your order to arrive before February 14, order by January 30.

• Do you ship to PO Boxes?

• Sorry, we don't currently ship to PO boxes.

• Is my package insured? Do I have to be home to receive my package?

• All packages we send are insured. A signature is required on delivery of orders over $1,500. (If your package is below $1,500 but you'd like a signature to be required, just let us know.) You'll receive an email that the package is on its way. Call us before we send it to make special delivery arrangements.

• I want to return my purchase. What do I do?

• We offer an exceptional 101-day money-back return policy on your custom-made Gemvara piece. Just send your jewelry back in its original unworn condition for a full refund - it's that simple. All you pay is the return shipping. Each returned piece must have its original tag attached, so leave the tag on until you are sure you love it. See our Return Page or give Gemvara Customer Care a call at 1-800-436-8803 and we'll walk you through exactly what to do.

• I would like to return a gift that was sent to me. How do I do that?

• Simply give Gemvara Customer Care a call at 1-800-436-8803 and we'll walk you through exactly what to do.

• Can I return an engraved piece?

• Yes, you can return an engraved piece.

• How long does it take to get a refund?

• After we receive your returned order, we inspect it and issue your credit in 24-48 hours. It then depends on your card issuer how long it takes to appear in your account.

• Do I get back the taxes I paid if I return a Canadian order?

• If you decide to return an order shipped to Canada, the Canadian authorities, at their sole discretion, may remit back to Gemvara all, or a portion of, the taxes collected. Gemvara will refund to the customer 100% of all refunded taxes. Due to the fact that the Canadian authorities control the timing of any refund, the customer will receive two separate credits: one occurring at the time the returned merchandise is received by Gemvara and the second when Gemvara receives a refund of taxes from the Canadian authorities.

Jewelry

• Can I commission a custom design?

• At the current time, our order volume is too high to accept commissions for from-scratch custom designs. But we do have a huge selection of jewelry available. If you can find something similar that you need to alter in a minor way, we'd be happy to do it. Give Gemvara Customer Care a call at 1-800-436-8803. Some special order pieces are nonreturnable but we'll let you know if that's the case before going ahead with your order.

• Can I order a design with a different size or shape gemstone?

• Some designs are available with different size or shape gemstones or we may carry something almost the same in the size and shape you want. Call Gemvara Customer Care at 1-800-436-8803.

• Can I order a pendant without the chain?

• Absolutely! Click "customize" and then click the "Accessories" tab. There is a check box that says "Do Not Include a Chain." Once you click it the chain is removed from the image and from the price.

• Do you buy gold?

• No. We just make beautiful jewelry, we don't do anything else. Making jewelry to order keeps us really busy!

• Can I order a ring in a size that isn't offered on the site?

• Yes. There may be an additional charge depending on the size and the precious metal. Some special order pieces are nonreturnable but we'll let you know before completing your order.

• Can I order platinum or 18K gold chains?

• Yes. We are working to increase our chain selection and hope to offer more styles for every piece on our site soon. In the meantime, let us know if you are looking for something specific.

• What are the other metals in your alloys?

• In all our sterling silver cast pieces, Gemvara uses premium Argentium 960 silver, which is 96% silver and nickel-free. (Traditional sterling silver is only 92.5% silver.) Argentium is more durable and resists tarnish longer than traditional sterling silver because it has germanium in the alloy in addition to the traditional copper. The silver in Argentium is guaranteed to be recycled.

  14K gold is 58.5% gold and 18K gold is 75% gold. The composition of the rest of the alloy varies a little but generally yellow gold is blended with silver, copper, and zinc. Rose gold has a greater proportion of copper to give it a rosy hue. Gemvara's white gold is alloyed with palladium or nickel and silver, copper, and zinc and is plated with rhodium, a platinum group metal, to brighten the white color.

  Platinum and palladium are both 95% pure and hypoallergenic. For both platinum and palladium, the other 5% of the alloy is composed of other platinum group metals: ruthenium or iridium or a combination of the two, which varies from design to design.

• Will your silver tarnish?

• Yes. All silver eventually does tarnish. We use Argentium sterling silver which resists tarnigh five times longer than traditional sterling silver but all silver eventually tarnishes. How long it will take depends on the chemistry of your skin and whether you live near the ocean. Fortunately people have been wearing silver for thousands of years and there are lots of great silver polishes available for the day when your silver does need some polishing. The good news? The more you wear it, the longer it will take to tarnish. (We love any excuse for wearing more jewelry more often!)

• What if I don't know the ring size?

• We have a plastic ring sizer that we'd be happy to send you. If time is of the essence, choose "not sure" from the ring size drop down and proceed to checkout. We will contact you to help. Gemvara offers one free resizing within 101 days of delivery. All you have to pay is the shipping. However, resizing can take three to six weeks and we know you won't want to be without your ring for that long: we'd love to help you get it right the first time!

• Are your metals ethically sourced and environmentally friendly?

• We do everything we can to use only recycled precious metals. But some findings like earring posts and chains are not currently available with recycled metals. And at this time, although our gold is recycled, we can't guarantee that the other metals in our gold alloys, like copper, are recycled. If you choose platinum, palladium, or our Argentium sterling silver, we can assure you that your jewelry will be a minimum of 95% recycled in origin. We continue to work with our suppliers toward a future of 100% traceable precious metals.

• Do you carry a specific designer/style/gem/?

• You can use the drop down menus in our top navigation bar to browse by designer, by piece type or by gem. We also have very powerful text search. Just type what you are looking for in the search box in the upper right-hand corner of the site. You can find colors, carat sizes, styles, and price ranges this way also.

• Can I have my jewelry engraved?

• Yes. If you would like to engrave the inside of a ring, you can do it on the product page or in your cart before checking out and see what it will look like. To enter the message you'd like engraved, click on the hyperlink from the product details page. Engraving the inside of a ring is a free service. For other engraving requests on pendants or the outside of rings, call Gemvara Customer Care at 1-800-436-8803 and we'll be happy to help you.

• Can I buy a ring without the stones?

• We sell finished jewelry only: we don't sell mountings or loose gemstones separately. If you are looking for an unusual gem variety that we don't currently offer in the design you love, contact us and we'll try to help you create the perfect piece.

Gemstones

• Are your gems natural?

• Gemvara only sells natural gemstones. After you place your order, we hand-select each dazzling high-quality gem to perfectly complete your design.

• What quality are your gemstones?

• Our AAA quality gems are very well cut, with lively brilliance and very good polish. Gemvara selects premium medium-toned gems in each variety so that they complement each other in styles with multiple gems. Most gemstones we sell are eye-clean, which means there are no visible inclusions. An exception is emerald, which due to its nature is very rare without some inclusions, called its "jardin."

• Can I order a different center diamond than the one that's shown with a design?

• Absolutely: we have thousands of options available at very competitive prices. Call Gemvara Customer Care at 1-800-436-8803 and we'll be happy to help you.

• Can I order a different gemstone?

• Gemvara is a member of the American Gem Trade Association and we specialize in colored gemstones. We love gems and will do our best to find you something special. Many gem varieties are too rare to offer in a consistent color in all the sizes and shapes we sell but we can often find just one that's right for your design. Our gem buyer has more than 30 years experience buying for some of the nation's top companies including Tiffany & Co. Let us help you fall in love with gemstones.

• Can I get a grading certificate for my gemstone?

• All our center diamonds are accompanied with a grading report from either the Gemological Institute of America or the American Gem Society. We're not satisfied with any of the color grading systems that exist for colored gemstones and don't recommend paying extra for an identification report, although you are welcome to commission one yourself. We absolutely stand behind the quality of the gems we sell.

• Are your gems enhanced?

• At Gemvara, we only sell gems that we would want to buy ourselves. When you are shopping for a colored gemstone, you should assume that the gems you see for sale are enhanced by trade-accepted practices like heating. Some varieties are practically always enhanced, like ruby, emerald, sapphire, blue topaz, black onyx, tanzanite, black diamond, and citrine. (If you prefer an unenhanced gemstone, in particular a fine ruby, emerald, or sapphire, you should expect to pay a premium and receive a report from a well-respected laboratory like the Gemological Institute of America confirming the gem's natural origin.) Gemvara does not sell gemstones that have been treated in non-standard ways like bulk diffusion, glass filling, lasering, or coatings. We have more details about enhancement of individual gem varieties in our Gem Library.

• Where are your gems from?

• When you place your order, our gem department finds the best gems available in that variety, size and shape, matching our sample gems. Some varieties, like tanzanite are mined in only one locality and other gems, like sapphire, from several. Sometimes we can tell by examining the inclusions and other times we can't. We have all the details on each variety (and much more) in our Gem Library. We'd also be happy to give you more details about a specific gem variety if we have them: just ask. If you really want to know, please let us know the size and shape of the gem you are interested in since sometimes that may affect origin. Also if you would love to purchase a gem from a particular place, we'll find one for you. But we would urge you not to assume that origin and quality are the same thing: every mine, no matter how famous, produces gems of every quality, good and not so good.

• Are your gems ethically sourced?

• It is not always possible to tell where a gemstone originates after it has been cut and polished. But at Gemvara we choose our suppliers carefully and do our best to assure that all the gemstones we sell are responsibly mined. We are members of the American Gem Trade Association and support its high ethical standards.

• Will you set my gemstone?

• We're sorry but setting gemstones is a risky business and we'd rather not assume the risk of breaking or damaging your gem.

• Can I order a design set with CZ or moissanite?

• We're in the business of making heirlooms. We don't want to be gem snobs but we'd like to point out that instead of something that's made in a factory, you can choose a beautiful natural gemstone that has lasting value for not much more! Try our rock crystal or white sapphire or call and ask about white topaz. Consider affordable colorful gems like amethyst, citrine, blue topaz or garnet. You'll thank us later!

• Do you buy gemstones?

• No. We just make beautiful jewelry, we don't do anything else. Making jewelry to order keeps us really busy!

After-Purchase Questions

• Do you match prices if an item I purchased goes down in price later?

• All sales prices are final and Gemvara does not price match. All our pricing is calculated using current precious metal and gem prices to give you the best possible value. These prices do change from time to time and our prices do too.

• What happens if the ring I bought doesn't fit?

• Gemvara offers one free resizing within 101 days of delivery. All you have to pay is the shipping. Resizing can take three to six weeks depending on the style. Some styles may not be able to be resized: we'll let you know before we complete your order.

• What if there is a problem with my purchase?

• Gemvara offers a free one-year warranty on every purchase. If there are any problems with the quality of the workmanship of your piece we'll repair it free of charge and pay the shipping too. If you damage a piece, we'll repair it for you for a very reasonable fee plus shipping: we want you to enjoy your piece, not have it sitting in a box!

• Can I take a ring to my local jeweler to have it resized?

• Of course, but we don't recommend it. We can't accept returns of items that have been modified by someone else. Having someone else work on a piece also voids the warranty, because these kinds of modifications, when done incorrectly, can damage the gems or the strength of the setting.

Payment Information

• What forms of payment do you accept?

• Currently, we accept Master Card, Visa, American Express, Discover Card, PayPal, Bill Me Later, Amazon Payments, and Google Checkout. For all payment methods, you will be charged when you place your order. You can also send us a check: just call us at 1-800-436-8803 and we'll place the order for you.

• Do you offer financing?

• We offer financing through Bill Me Later, a safe and convenient payment method offered through WebBank, Salt Lake City, Utah. It is available to U.S. customers who are of legal age in their state of residence. It is subject to credit approval. The terms of the account include finance charges and late fees if payments are not made by the payment due date. Additional terms and restrictions also apply. You'll have 25 days from the date of the statement to pay for your purchase. More information about Bill Me Later.

• How do I apply for Bill Me Later?

• Apply for Bill Me Later in the shopping cart. Accept the terms, and if approved, your purchase is complete. Bill Me Later is subject to credit approval as determined by the lender, WebBank, Salt Lake City, Utah, and is available to U.S. customers who are of legal age in their state of residence. More information about Bill Me Later.

• I just used Bill Me Later, now what?

• Immediately following your first online purchase, you should receive an email from Bill Me Later. (If you did not receive this email, you may need to update your email spam filter to accept emails from Bill Me Later). This welcome email includes useful information on your account. Approximately 7-10 days after your purchase from Gemvara, you will receive a bill in the mail which will include additional information on Bill Me Later as well as your balance and payment due date. Your billing statement will not be included in your Gemvara package. More information about Bill Me Later.

• Can you tell me why I was declined for Bill Me Later?

• For your privacy, we don't have access to any information on WebBank's credit decision. You will receive written notification detailing the reason for their decision within 30 days.

• How much are the taxes on Canadian orders?

• By Canadian law, Gemvara is required to collect the applicable Canadian federal and provincial Goods & Services Taxes on orders sent to Canada. The taxes required will be calculated in the cart.

• Do you charge sales tax?

• Sales tax will be added to all orders delivered in Massachusetts and New York.

• Do you have layaway?

• At this time, we don't offer a layaway plan, but check back!

• Is it safe to use my credit card on your site?

• We offer 128-bit encryption to protect all information online, which is consistent with the industry practices. Please also read our policies in terms and conditions for details.

• Is it safe to use my debit card online?

• Many debit cards have a low daily limit. If the cost of the item you are purchasing is above the daily limit, you can contact your bank and they may be able to increase your limit for a specific purchase. We offer 128-bit encryption to protect all information online, which is consistent with the industry practices. Please also read our policies in terms and conditions for details.

• Do you accept Cashier's Checks or Money Orders?

• We do accept Cashier's Checks. Currently, we do not accept Money Orders.

• Do you accept international credit cards?

• We accept international credit cards through International Checkout, a third party service that fulfills orders other than the United States and Canada. International Checkout will process your order in your choice of 33 currencies and handles the international shipping of your order. International Checkout accepts American Express, Discover, JCB, PayPal, Moneybookers, or Bank Transfer. Questions about your order, shipment, delivery status, payment, customs clearance, and returns are handled by International Checkout's multi-lingual service team at support@internationalcheckout.com. Contact International Checkout Customer Care.

• What is PayPal?

• PayPal is an eBay company. PayPal provides online service that allows its members to send money without sharing financial information, with the flexibility to pay using their account balances, bank accounts, credit cards or promotional financing.

• How do I use PayPal?

• For all PayPal related questions, please visit the PayPal website: http://www.paypal.com.

• What is Google Checkout?

• Google Checkout is a fast, secure way to buy from online stores across the web using a single username and password. Use it once and stop creating new accounts every time you buy. For all Google Checkout related questions, please visit the Google Checkout website: http://checkout.google.com.

• How do I use Google Checkout?

• For all Google Checkout related questions, please visit the Google Checkout website: http://checkout.google.com.

• What is Amazon Payments?

• Amazon Payments is the simple and trusted way to purchase goods and services on websites across the internet. Enjoy the convenience you have with your Amazon.com account to complete purchases on Gemvara.com using your stored shipping address and payment information. Select Amazon Simple Pay as your payment method during Checkout.

  Security of your personal information

  With Amazon Payments, your financial information is neither shared nor stored with Gemvara.com. Your entire transaction occurs within Amazon Payments' secure environment.

  Protection under the Amazon A-to-Z Guarantee

  When you use your Amazon Payments account to make purchases of physical goods, you can buy with confidence knowing your purchases of physical goods, you can buy with confidence knowing your purchases are covered by the Amazon A-to-Z Guarantee. The same buyer protection plan available on Amazon.com ensures the condition of the item you buy and its timely delivery.

• When is my credit card charged?

• Your credit card will be charged when your piece is ordered so we can source the gems and precious metals to make your piece from scratch just for you.

Technology

• What are cookies? Do I need to enable cookies on my browser?

• A cookie, also known as a web cookie, browser cookie, and HTTP cookie, is a piece of text stored by a user's web browser. A cookie can be used for authentication, storing site preferences, shopping cart contents, the identifier for a server-based session, or anything else that can be accomplished through storing text data. You need to enable cookies to be able to add a specific product to cart and to checkout from there on.