Frequently Asked Questions

About us

Gems and amber jewelry is an online shop that offers you great choice of high quality hand made Baltic amber jewelry with unique design at very attractive prices, golden plated alloy jewelry with natural and synthetic stones, golden and silver plated alloy jewelry with Swarovski crystals. Our company is located in St Petersburg, Russia. We speak English, French and Italian languages (and Russian of course). We are interested in long term partnership so our main goal is our clients’ satisfaction. We provide 2 weeks (starting from delivery date) guarantee for our products and in case you are not satisfied you can return your order and get full refund. For any question please do not hesitate to contact us.

How to buy?

To make an order you need to put selected products in the cart, proceed to the cart and see if you meet our minimum order requirement which is 25 euro for retail orders and 1000 euro for wholesale orders. If you don’t meet MOQ please add something, if you do please proceed with check out. As soon as you fill in information in check out section and confirm your order you will receive a copy of your order to your email address. We will start processing your order immediately. Please note that amber jewelry is all hand made so you will have to wait for about 4-6 weeks while we produce your items. The order processing includes several stages:

  • Order confirmation. We will send you a copy of your order by email. If you would like to modify it please contact us.
  • Availability confirmation. We will check with the producer if all the goods that you have chosen are available. For the amber jewelry we will check production lead time estimate. We will email to you expected order processing time within 24 hours upon receipt of your order. We strongly recommend you not to proceed with payment until we confirm availability and timing.
  • Once we confirm availability and we agree on lead time you can proceed with the payment. You can pay with bank card online or by paypal. Wholesale orders can be paid by bank card online or by bank transfer.
  • As soon as we get the payment we will start order preparation.
  • As soon as your order is ready we will ship it and provide you with the tracking number.
  • As soon as your order is delivered we will ask you to give us feedback on products and service quality. We will very much appreciate your opinion so we can serve you and other customers better.

Shipping

We are shipping retail orders by courrier post service. The average delivery time to EU countries is about a week, to US and Canada about two weeks. We will provide you with the tracking number and the link to follow your order. Please check the shipping costs at our delivery section. Please note that all information given in deliver section is given for retail orders only.

Wholesale orders will be shipped by courrier services, the cost of shipping may vary depending on value and weight of your order, for more information please contact us.

How to pay?

Once availability of items in your order is confirmed we will ask you to pay for your order. Retail customers can pay for it online using credit card or via paypal. Wholesale customers can pay with credit card online or by bank transfer.

Customs clearance

Please note that customs clearance in your country will be your responsibility and will be at your cost. You will have to check with your local customs office if you need to do customs clearance for the goods we will send you and what would be your customs duties and other related expenses. The prices on this web page do not include your local VAT which you will probably have to pay upon receipt of your order. For wholesale clients: in case you need to provide particular set of documents to do the customs clearance please advice us before making the payment so that we can confirm if we can do it for you. Normally we provide invoice only by default but we will be happy to prepare additional documents for you.

Guarantee and return

We will reimburse all payments received from you for the goods purchased and will also reimburse delivery charges for the least expensive type of delivery offered by us, no later than 14 days from the day on which we received the goods back. If you paid for your order with us by bank card you will be reimbursed to the card that you used. If you paid for your order with us by PayPal you will be reimbursed to your PayPal account that you used. If you had a wholesale order we will agree with you on reimbursement method separately. You will not have any expenses related to this reimbursement. Please note that the following rules for goods return will apply: - you must send back the goods no later than 14 days from the day on which you communicate your cancellation. - you will have to bear the direct cost of returning these goods. The only exception is the case of defect goods – in case the goods that we sent to you prove to be with defects we will reimburse you cost of goods and cost of shipping in both directions. In case of defect goods return you have to choose the cheapest available option for shipping. - the goods that you return should be in the same condition as they were sent to you. We will not accept the goods which were obviously used already or damaged by you. In case you are returning goods with defects please contact us before shipping, attach the pictures of defect items and describe us the essence of your quality complain. - Please send the goods to be returned by postal service at your choice to the following address: Yulia Vysotskaya, 199226, do vostrebovaniya, Saint Petersburg, Russia OUR VOLUNTARY RETURNS GUARANTEE www.gems-and-amber-jewelry.com provides you with the following voluntary returns guarantee: All products from www.gems-and-amber-jewelry.com can be returned within 30 days of receipt of the products if the products are complete and are in an unused and undamaged condition. If you return products according to this voluntary returns guarantee, we will refund to you the purchase price already paid by you, but not the delivery costs of your initial purchase. Besides the shipping risks and return costs are borne by you. This returns guarantee does not affect your 14 days return right as described above. The following rules will apply in case of our voluntary return guarantee: - you will have to bear the direct cost of returning these goods - the goods that you return should be in the same condition as they were sent to you. We will not accept the goods which were obviously used already or damaged by you. - Please send the goods to be returned by postal/corrier service at your choice to the following address: Yulia Vysotskaya, 199226, do vostrebovaniya, Saint Petersburg, Russia

Discounts

For retail customers:
We provide loyalty discount to our constant clients according to the following scheme:

  • 5% you get after you receive your first order with us
  • 10% you get after total value of your paid orders exceeds 120 euro
  • 15% you get after total value of your paid orders exceeds 450 euro
  • 20% you get after total value of your paid orders exceeds 750 euro
  • 25% you get after total value of your paid orders exceeds 1500 euro

Please note that we will not include the value of the orders that you cancelled or did not pay.


For the wholesale customers:
Depending on your order value we will provide additional discounts to you:

  • 2000-2800 euro order - 3% discount
  • 2800-3500 euro order - 5% discount
  • 3500-5000 euro order - 7% discount
  • 5000 euro and more - 10% discount

Samples for wholesale customers

If you are a wholesale customer, we may provide you with the samples. Please contact us and we will see how we can arrange it for you.

How soon you will process my order?

All jewelry with exception of amber is normally available within 1 week while amber jewelry will have to be produced so you will have to wait for 4-6 weeks. We strongly recommend you not to proceed with the payment for your order immediately. Once we get your order we will inform you within 24 hours on availability of chosen items and expected processing time and if you feel comfortable with that then we will ask you to pay for your order.

The shipping will normally take around 1 week to any destination inside EU and about 2 weeks to any destination outside EU.