| CUSTOMER SERVICES |
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FREQUENTLY ASKED QUESTIONS |
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| Do you have a standard procedure for the way you describe gem clarity? |
Below are the definitions we use to describe Gem clarity:
Clean - Gems that are free from inclusions.
Eye Clean - Gems that are clean to the naked eye.
Crystal Transparent - These gems are transparent and have excellent brilliance. They might have some minor inclusions, common to that particular gem type, but these do not deter from the rarity and beauty of the gem. The word "crystal" is commonly used in all major global gemstone sources.
VSI (very slight inclusions) - While these gems have some small inclusions, they will not diminish the brilliance and beauty of the gem when set.
SI (slight inclusions) - These gems have some inclusions visible to the naked eye but not to the extent of affecting the brilliance of the gem.
Included/PK (Pique) - These gems have some larger and/or many minor inclusions that somewhat diminish the brilliance of the gem. |
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| Do you have a standard procedure for the way you describe gem color? |
| We describe gem color according to the intensity of the color when viewed under the natural light. The adjectives; Vivid, Top, Best and Rich are used for describing gemstones with high color intensity; Medium and Nice are used for gemstones with intermediate color intensity; while Fine, Bright and Light are used for describing low color intensity. |
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| How can I find a specific product on your website? |
| You may use the Keyword search function which normally appears on top of the sidebar menu of every page. To narrow down your search use the Advanced Search function. |
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| What currency do you use for pricing? |
| By default our prices are in Euro. |
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| Are your gems, crystals and beads real or synthetic? |
| We sell both real and synthetic products. They are clearly stated as such and are sold in a separate section. To search for any particular product type, real or synthetic, please refer to the product categories and descriptions. |
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| How do I make payment for my order? |
| Once you complete adding items to your shopping cart, simply follow the check out process and in the final step you will be given a choice to select your payment method (PayPal). |
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| How do I use PayPal to pay for my order? |
| After you have checked out your items simply click on the Check Out button and follow the Continue prompts until you reach the PayPal website and will be taken to a transaction page. Here you will be able to review the details of your order, including the total purchase amount. You may pay for your purchase securely and instantly using funds from your PayPal account or you can send payment to PayPal via credit card (VISA, Discover & American Express), debit card, eCheck or bank transfer. Once payment is approved, PayPal will immediately notify us by email. |
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| Do you accept direct credit card payment? |
| Sorry! This option is not available at the moment. However, you can either pay by Payzip, Paypal or Escrow.com |
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| How can I be sure you will not share my information with anybody else? |
| Elegem.com is a licensee of the TRUSTe Privacy Program. TRUSTe is an independent, non-profit organization whose mission is to build users' trust and confidence in the Internet by promoting the use of fair information practices. Because we want to demonstrate our commitment to your privacy, we have agreed to have our privacy practices reviewed for compliance by TRUSTe. |
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| How do I combine items into one order to save on shipping charges? |
| We automatically combines all items you've purchased into one order. The combining period is 15-days for Auction site purchases and 12 hours for purchases made directly at Elegem.com. |
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| Can I combine items purchased through your website and auction items into one order? |
| Yes, you may combine auction purchases with shopping cart purchases. However, to take advantage of this service timing is very important. This is because items selected from Elegem.com will only remain in your cart for 4 hours, whereas items purchased at Auction sites can be combined for 15-days. |
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| Have you received my payment? |
| The time required for payment to be approved can be different depending on the method of payment used. You may click here to login and check whether we have received payment for your order. |
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| Why was I charged customs fees on my order? |
| Please be aware that you may be charged import duties and taxes that are levied once a shipment reaches your country. As customs charges vary widely from country to country, please contact your local customs office for further information. |
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| Why did you charge me a return fee? |
| If you wish to return an item to obtain a refund, the amount of US$14.99 will be deducted to cover both, the FedEx pick up from your location and the insured express delivery to India. In addition to this, a reverse transaction fee generated by the payment service provider will be deducted from the refunded amount (the fee will vary depending on the method of payment used for that particular transaction). |
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| Where is my refund? |
| A refund is normally processed 15 days after we have received your return items. If you still have not received your refund 3 weeks after you have shipped your return items, please contact our friendly Customer Support department at support@elegem.com. |
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| When will I receive my Gem Points? |
| Gem Points are awarded once a transaction is successfully completed (I. e. after the 30-days product inspection period). You may click here to login and check your Gem Points. If you have not been awarded with Gem Points after the completion of your transaction please contact our friendly Customer Support department at support@elegem.com. |
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| Are your gemstones enhanced? |
| Yes, some gem types require finishing before they are ready to be sold. As critical as good cutting and polishing, treatments have become an integral part of the modern gemstone industry. Click here for clear answers to common treatment questions. If you need any further information on treatments, please email support@elegem.com. |
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| I'm new to gemstones, do you have a buyer's guide I could follow? |
| Understanding the value of gems is essential to making a successful and rewarding purchase. Regardless of the gem variety you're buying, there are a few constant rules to bear in mind when selecting your jewel. Click here to gain a basic understanding of gems. |
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| How can I contact you if I have further questions? |
| You can contact us via Live chat, Toll Free number or email. Click here for our Contact info. |
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