Shipping, Returns and Refund Policy
Free Shipping:
Delivery is free of charge on items valued up to $30,000, worldwide. Items will be sent fully insured through our international recognised service delivery partners.
Specialist Shipping for High-Value Items:
For items valued over $30,000, shipment will be arranged via a specialist service such as Malca-Amit or Brinks. The cost of this service will be charged based on the shipper’s delivery destination zone rate.
Insurance:
All shipments are insured to ensure secure delivery. However, all customers are responsible for paying any taxes or duties charged at the destination country’s port of entry. The internationally recognized shipping partners will handle the collection of any import duties or taxes as required for customs clearance.
Withdrawal Period:
You have a withdrawal period of 14 days from the receipt of your order at the delivery address indicated on your order form. In this case, you must first contact us by email, and we will provide you with the process to follow. Returns will only be accepted if the return process outlined below is strictly followed.
12.5. Return Process:
To return an item, please follow these steps:
Return Code: Obtain an order return code.
Preparation of the Package: The choice of packaging and the preparation of the return package must be done in collaboration and with approval of Salomon Gems. Prepare and place the product(s) inside the package, which must be in their original packaging (if the diamond was sealed in a box, the seals must be intact), accompanied by their gemmological certificate, and any attached case or presentation box. The items must be in perfect condition.
Choice of Shipping Carrier: Instructions will be provided regarding the company responsible for transporting and delivering the package. This transport will only be through our approved transport company. You will be responsible for the return shipping and insurance costs; the goods must correspond to the original invoice amount excluding tax (VAT) indicated on your invoice. Returns with shipping or postage due, without the original invoice, or sent via an unauthorized carrier will not be accepted.
Conditions for Refund or Exchange:
Items that are incomplete, damaged, worn daily, or soiled will not be accepted for return, refund, or exchange under any circumstances.
If the gemmological certificate is lost, a fee of 500 € including tax will be charged for the certificate’s replacement, which will be deducted from your refund or invoiced separately.
Items that have been enhanced or personalized or specially inscribed (e.g., laser engraving) are not eligible for refund or exchange.
Custom-made items, specially created based on your criteria, are not refundable.
Items shipped outside the European Union are not eligible for exchange or refund.
Shipping, Insurance, and Import-Export Costs:
All shipping, insurance, and import-export costs will remain your responsibility. The total of these costs (to be deducted from the refund) will be 15% of the returned products’ amount, with a minimum of 500.00 €.
Sealed Gemstones Returns:
Any Gemstone sealed by the gemmological laboratory and delivered to you as is cannot be exchanged or refunded if the seal is damaged, opened, or removed.
Return Limits:
A maximum of 2 consecutive returns per customer and/or per order is authorized.
Refund Processing:
Refunds will be processed no later than 15 days after the date on which your right of withdrawal was exercised.
Return Authorization:
To initiate a return, you must send an email to [email protected] within 14 days of receiving your order. Your request will be reviewed, and instructions for returning the goods will be provided if the return is accepted.
