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Frequently Asked Questions

Is it safe to buy online?

EMIGEM.COM guarantees it will never pass, transfer nor sell any of your information to any third party companies. Also for the security of your information and all transactions including credit card details are processed on line using an SSL encrypted certificate and PayPal secure payment gateway, which has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI)

How much does shipping cost?
 
Standard Shipping is Free to most world wide distinations. Depending on the value of the order we will also ship by EMS or Fedex at no cost. Please click here to see our shipping charges.

Will I be charged import duties, sales tax or VAT?

EMIGEM.COM does not charge sales tax or any other duties on any products that are exported to customers outside Israel. Customers residing outside Israel may be subject to local import duites or sales tax in their recipient country.
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Residents in the USA will not be subject to import duty, however they may be subject to local state purchase tax. This is not always the case and it will vary according to the order type and the recepient state.
Residents in Europe may be subject to an additional VAT charge depending on the recipient country. Residents of Israel will be subject to a 16% VAT charge on top of the Total Purchase Order value, if being shipped to an address in Israel.

How long does it take to process my order?

All orders are processed when full payment has been received.
All diamond, platinum and gold jewelry is processed between 7 to 14 business days.
Fashion and Judaica jewelry is usually processed 3 to 5 business days.

If the order is urgent, please let us know by email at sales@emigem.com and we'll do our very best to help.

What if I want to return an order ?

If for any reason you are unsatisfied with your product you can return any item (in its original condition, not including custom orders) within 30 days of the date of your receipt for a refund or an exchange. Please see conditons of return and the returns procedure in the Return Policy

Who is responsible for orders during shipments?

EMIGEM.COM insures all orders, covering all risk of loss for shipments being sent to the customer. However, return shipments to EMIGEM.COM are the responsibility of the customer. Accordingly we advise all return shipments be insured for loss, theft or damage by the customer.

What methods of payment does EMIGEM.COM accept?

We accept payment (up to $10,000) through PayPal which accepts credit cards (subject to approval): Visa, Mastercard, American Express and Discover . You do not need to be a member of PayPal to pay by Credit Card, however being a verified member of PayPal will speed up the approval process. You will automatically be directed to PayPal during the checkout process, however if you wish to complete your transaction by phone, we are able to send you a PayPal request.
We also accept payment by Bank Wire. When paying by wire you are entitled to a discount of 4% on the order amount. For our banking details please indicate you wish to pay by wire in the checkout process and we will email you are bank details

For orders over $10,000 please contact our customer service department
sales@emigem.com

Can I cancel an order once its been placed?

All orders for catalogue stock items can be cancelled up until the point of shipping, during that time a full re-imbursement will be made for canceled orders. Once the order has been shipped it can be returned by following our Return Policy Procedure.
Custom orders can be cancelled prior to shipping, however they will be subject to any cost incurred during the order process, up until the time of cancellation.
For any questions about cancellation, please contact our customer service department at sales@emigem.com

What if I need my ring resized?

If you received a ring that does not fit and it was supplied according the ring size originally ordered, it can be resized by either returning it to us, or resized at your local jeweler. Please note, that EMIGEM.COM is unable to accept rings for return or for resizing once the ring has been re-sized by another jeweler and is not responsible for any damage incurred. EMIGEM.COM can usually resize a ring which has been purchased up to one size, larger or smaller, however it will be subject to a sizing fee and is dependent on the type of ring being ordered. Resizing will take approximately 7-14 business days. Please follow the instructions on our Return Policy, even if the ring is only being returned for resizing.
We cannot resize fashion jewelry rings, made from pewter. For any questions please contact contact@emigem.com

How do I know if I'm purchasing conflict diamonds?

EMIGEM.COM Diamonds originate from DTC site holders which are legitimate sources not involved in funding Conflict, in compliance with UN resolutions. The UN formally defines a conflict diamond as a "diamond that originates from areas controlled by forces or factions opposed to legitimate and internationally recognized governments, and used to fund military action in opposition to those governments, or in contravention of the decisions of the Security Council." A conflict diamond is any diamond that is mined from an area in which there is war, or armed conflict.

EMIGEM.COM hereby guarantees that the diamonds are conflict free based on personal knowledge and/or written guarantees provided by the supplier of these diamonds.

EMIGEM.COM diamonds are sourced directly from Sight-holders of the DTC (DeBeers) which upholds and has taken part in the numerous Kimberley Process Review Missions. A Sight-holder is a customer of the DTC, and is supplied with rough diamonds according to its terms and conditions of supply.

Are the fancy color diamonds sold on the EMIGEM.COM website natural?

All the fancy color diamonds that EMIGEM.COM sells are 100% natural in color and not treated in anyway and are guaranteed for their authenticity. The vast majority of the diamonds are certified by GIA or IGI independent grading laboratories ensuring their natural color. Smaller round brilliants that are not ellegible for independent grading certificates (due their size), are purchased from legitimate sources that guarantee the authenticity of color.

Can I order a custon jewelry design of my own choosing?

EMIGEM.COM specializes in making custom jewelry designs for jewelry created with diamonds, gold, platinum or palladium. We are unable to make custom designs for jewelry made in silver or peweter. In order to make a custom jewelry design you just need to contact us, preferably by email at sales@emigem.com and provide us with as much information about the jewelry design you are interested in creating. If you have pictures or illustrations of your ideas it will help even more. We in turn will provide you with a full quotation, and where possible a visual illustration of the jewelry prior to its creation.

What happens if I lose or damage the product I purchased?

EMIGEM.COM endeavours to ensure that all products are shipped to customers in good condition as intended by the manufacturer. Items such as Jewelry, are worn by customers on their person and are subject to daily wear and the possibility of damage. EMIGEM.COM cannot guarantee products purchased by a customer. However we will do our utmost to assist customers in repairing items when possible and where necessary. This may incur a charge where and when relevant.
EMIGEM.COM strongly advises customers to insure all products purchased from our company, against loss, theft or damage.

Can I wear my jewelry when washing, bathing or in the shower?

All precious metal jewelry made of gold, platinum, palladium and silver can be exposed to water. However one should avoid having precious metal jewelry come in contact with soap, without it being thoroughly rinsed. There is a tendancy for soap residue to built up in the crevices of the jewelry, leaving a film that obscures the lustre of the jewelry, if it is not rinsed properly.
On no account should fashion jewelry made of pewter come in contact with water for a prolonged period of time as it will become irreversibly tarnished. In the event that pewter based jewelry is exposed to water, it should be dried immediately.  

How should I clean my jewelry after I've worn it a while?

See the EMIGEM.COM blog article on cleaning jewelry.

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