Shipping and Returns Policy
Shipping and Returns Policy

What is the Process for Receiving Purchases made through the Website?

Merchandise purchased through our website will be sent to you by courier or registered mail after full payment for the merchandise has cleared. In some countries shipments are subject to additional customs charges and taxes. The buyer is responsible for any customs, tax and duties in their own country.

What are the Shipping Costs?

Shipment of merchandise will be free to customers within New Zealand. For overseas customers, shipment will also be free for purchases over $1000. For purchases under $1000 overseas customers will be charged for the shipping and insurance costs.

What is your Returns Policy?

We guarantee the quality of our gems. If you are not completely satisfied with a gemstone you have purchased we are pleased to offer a fourteen day return policy on all purchases. If within 14 days of receiving your gemstone(s) you become dissatisfied with it, return it to us in its original undamaged, unaltered condition for a refund or a credit. No hidden costs.

Loose gemstones will not be accepted for a refund if they have been set, scratched, polished, chipped, fractured, weigh differently or have been altered in any way. Merchandise must be returned to us in the same condition as it was sent. If the merchandise is damaged in any way it will not be accepted for a refund. While you have possession of the merchandise you are fully responsible for its value and care.

Please send us an email asking for return instructions. Depending on the value of the merchandise you are returning, you will be given special instructions on how to send in a return. The shipping and insurance fees are not refundable. All returned merchandise must be sent by registered mail or courier, which require our signature upon their arrival to us. Appropriate return packaging and registered mail fees are the responsibility of the customer returning the merchandise. A refund will be issued after we receive your return.

If you decide that you do not want the merchandise after it has been shipped but before it arrives, please do not refuse the courier or postal delivery. All items must be returned to us only by registered mail or courier. If the merchandise is refused you will be liable for the full value of the item(s) if lost and all additional fees incurred on its return to us.

In order to deter potential theft, please send the package to "A.G. Ltd" and do not write our full company name "Acacia Gems Ltd".