The Gemsstory Guarantee

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24/7 Customer Service
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Lifetime Warranty

We are committed to ensuring the quality of your purchase; we stand behind everything that we sell and warrant that all items will be free from any manufacturing defects at the time of delivery. We will repair and maintain your jewelry for a lifetime.

All of our jewelry is manufactured using the highest quality materials and is inspected prior to shipment. Our lifetime warranty offers free prong tightening, re-polishing, rhodium plating and cleaning services.

To take advantage of these services, you can either mail your jewelry to our offices, or you can take it to a qualifying Gemsstory service center to receive complimentary jewelry maintenance and repairs. Click here to learn more information and find a location near you.

In the event that there is ever a problem with your jewelry or you are in need of other services that are not covered under our lifetime warranty, your jewelry can be mailed back to our office for evaluation*. Once inspected, should charges apply, you will be notified prior to any work being done to service your jewelry.

Please Contact Us if you have any questions or would like to return your item(s) to take advantage of our free lifetime warranty or request additional repair work needed to service your Gems Story jewelry.

*To send us your ring, U.S. customers may purchase a fully insured shipping label for $30. International customers will be subject to return shipping cost applicable to their order. We will ship your item back to you free of charge.

Free Shipping Worldwide

Shipping Methods

US orders greater than $500 in value are shipped via FedEx Priority Overnight. International orders over $500 in value are shipped via FedEx International Priority. US orders under $500 in value are shipped via FedEx Two Day Saver. International orders under $500 in value are shipped via FedEx Economy or USPS. Order status and tracking information are available from the Gemsstory.com website by clicking here.
Please note: We only ship your order once it has passed through our thorough quality control. Loose diamonds are shipped immediately after passing inspection. All other jewelry and engagement rings will be shipped in one to three weeks, depending on the production schedule of the item(s).

For your protection, Gemsstory always:

1. Insures and registers all items for their full value
2. Uses only FedEx services for all orders, in order to deliver high value packages in the fastest and safest manner.
3. Requires that all deliveries be made to a physical business or home address
4. Disallows delivery to PO Box addresses
5. Requires a signature for the package
6. Allows for an alternative shipping address

We suggest that any credit card order be shipped to a valid address on file with the credit card company, although alternate addresses are acceptable. We can also arrange to have your package shipped to a local FedEx station for pick-up. You may call our offices at any time for assistance locating the nearest FedEx facility.

Additional Info about International Shipping

International customers will be responsible for any duties, VAT, taxes or surcharges levied or charged by their country, so please check with local authorities prior to placing your order to confirm taxes and duties.

Hassle-Free Returns with 100% Money Back Guarantee

We stand behind every item we sell and want you to be truly delighted with your purchase. If you are not 100% satisfied with your purchase, you may return it in its original, unworn condition within 30 days, for a full refund or exchange – no questions asked.

Free return shipping only applies to U.S and Canada customers and is limited to three per customer. To return an item, simply follow these return procedures:

1. Contact our Customer Service department at 1-234-5678
2. Advise the representative that you wish to return your order.
3. Within one business day of your phone call we will email you a pre-paid, fully insured FedEx 2-Day label, along with instructions on how to safely and securely package your items.
4. Take your order and the label to the nearest FedEx location and simply mail it back to us. If you need packaging materials, FedEx will assist you.
5. Your order should arrive in our office within two business days (excluding weekends and holidays).
6. All refunds will be processed within two weeks, in the form of the original purchase method. Bank wires will be refunded via company check.

Additional Terms & Conditions

International returns are not subject to our free return policy, and special orders are not returnable.

Items sent to our office without a RAN number, packages shipped beyond the 30-day return period, or packages that are improperly packaged or uninsured will not be accepted.

Returned merchandise must be undamaged and in “new and unused condition” to be deemed acceptable for refund or exchange. Items showing obvious signs of wear or alteration by a jeweler other than Gems Story will not be accepted.

Loose diamonds must also be accompanied by the original laboratory grading report, or a $150 charge will be assessed to replace the certificate.

We cannot resize eternity bands and tension rings, as they need to be completely re-crafted. Therefore, it is very important that you order the correct size at the time of purchase. If you need help determining a ring size, use our handy ring sizer or contact our Customer Service team.

1-Year Free Resizing
We will resize your ring once for free within the first year of your purchase, including free return shipping within the U.S. and Canada for the first resize. International customers pay a small return shipping fee of $50. If more than one resize is needed or outside of the first year, a $25 fee applies to resize white, yellow, and rose gold rings, and $50 for platinum. The return shipping fee is $30 for US customers and $50 for international customers. We do not charge to ship the ring back to you, so that service is always free.

During the resize process small amounts of metal will be added or removed to increase or decrease the size to adjust for the new size needed. As a result, your ring may be slightly thicker or thinner when completed. This is a minor difference, and may or may not be discernible to you. Your resized ring will be inspected by quality assurance to ensure that our high standards are met, and that your ring has been fitted to the size that you need.
 
*Some rings cannot be resized. This may be due to a size restriction, falling outside of the recommended range, or due to the design style. During our 30-day return policy you will not be charged if your ring needs to be remanufactured. Outside our 30-day return policy and during our 1 Year Free Resizing policy a fee will apply if your ring must be remanufactured. It is important to know that your new ring may not look ‘exactly’ like the original, as minor variations can occur. Upon receipt and inspection of your ring you will be notified prior to any work being done to discuss the charge to replace your ring (Effective 03/11/2019).
Please Contact Us if you have any questions about this policy, your ring, or would like to take advantage of this service.
Lifetime Upgrade
Any loose diamond purchased from James Allen can be exchanged at 100% credit for any replacement diamond of at least 2X or greater value. The diamond that is being upgraded must be in original condition and accompanied by the original laboratory grading document.
 
 
Free Engraving

We offer free engraving on most of our engagement rings and wedding bands. If engraving is available for your selection, it will be presented as an option during checkout. Personal engravings can be any alpha-numeric combination up to 20 characters in length.