Shipping policy
Shipping Policy
Rough To Gems ships orders throughout the United Kingdom and worldwide.
Processing & Dispatch
Orders are normally prepared and dispatched within 1–2 working days after payment has been successfully received. Orders placed on weekends or UK public holidays will normally begin processing on the next working day.
UK Delivery
All UK orders are sent using a tracked delivery service. Tracking information will be provided once your order has been dispatched.
Delivery times shown by the carrier are estimates and may occasionally be affected by circumstances outside our control.
International Delivery
We offer worldwide shipping. All international orders are sent using a tracked delivery service and tracking information will be provided after dispatch.
International delivery times vary depending on the destination, postal service and customs processing in the destination country.
Customs, Import VAT & Duties
International customers are responsible for any customs duties, import VAT, taxes, handling charges or other fees imposed by the destination country.
These charges are not included in the product price or shipping charge paid to Rough To Gems unless explicitly stated at checkout.
Customers are responsible for checking any import rules or restrictions that may apply in their country before placing an order.
Tracking
Every Rough To Gems order is shipped with tracking, regardless of the value of the gemstone or order.
Once an order has been dispatched, customers will receive the available tracking information so that the shipment can be followed during transit.
Delivery Addresses
Customers are responsible for ensuring that the delivery address supplied at checkout is complete and correct.
If you notice an error in your address, please contact us as soon as possible. Once an order has been dispatched, we may not be able to change the delivery address.
Delayed Shipments
Occasionally, shipments may experience delays caused by postal networks, couriers, customs authorities, severe weather or other circumstances outside our control.
If your tracking has not updated for an unusual period of time, please contact Rough To Gems and we will assist in investigating the shipment with the carrier.
Lost or Damaged Parcels
If you believe an order has been lost in transit or arrives with shipping damage, please contact us promptly with your order number and any relevant photographs or tracking information so that we can investigate the matter.
Questions
If you have any questions about shipping to your country or would like to discuss delivery before purchasing a high-value gemstone, please contact Rough To Gems before placing your order.