Frequently Asked Questions
Everything you need to know about our gemstones, certification, shipping, and care. If you cannot find your answer, our concierge team is one message away.
Authenticity & Certification
Absolutely. Every premium stone is graded by internationally recognized laboratories such as GIA, GRS, or AGL, and ships with its original laboratory certificate. We also offer a lifetime Sapphiaura authenticity guarantee on all natural stones.
Natural gems form in the earth over millions of years; treated gems have undergone enhancement (such as heat) to improve color or clarity; and lab-grown stones are chemically identical to natural ones but created in a laboratory. We clearly disclose any treatment and separate lab-grown offerings so you always know exactly what you are purchasing.
Yes. Your 14-day inspection period lets you have the stone appraised by an independent gemologist. If the appraisal ever contradicts our documentation, we offer a full 'no questions asked' return, including shipping.
Gemstone Care
Clean your stones in warm, soapy water with a soft bristle brush and dry with a lint-free cloth. Avoid harsh chemicals, ultrasonic or steam cleaners for fragile or treated stones, and always store each piece separately in a padded box or pouch to prevent scratches.
Payments & Security
We accept all major credit cards (Visa, Mastercard, Amex), PayPal, bank transfers, and installment plans in select regions. All online transactions are encrypted and processed through PCI-compliant payment providers.
Yes. Our checkout is secured with 256-bit SSL encryption and fully PCI-DSS compliant. We never store your card details, and high-value orders are verified by our security team before dispatch for your protection.
Returns & Exchanges
We offer a 14-day return window from the date you receive your item. To qualify, the stone must be returned in its original condition, complete with all certificates and packaging. Once received and inspected, we issue a full refund to your original payment method.
Of course. Our in-house atelier can set your loose stone into a bespoke piece, and we also offer stone exchanges toward higher-value pieces. Contact our concierge team for a personalized quotation.
Shipping & Delivery
Yes. Sapphiaura ships internationally to over 60 countries via fully insured, trackable carriers. Every parcel is discreetly packaged with tamper-evident seals, and you will receive a tracking number the moment your order ships.
Each stone travels in a fitted padded capsule within a rigid double-box. High-value pieces are shipped in plain packaging with no external branding, and insurance is included for the full value of your purchase at no extra cost.
We do. For urgent requests we offer express shipping with delivery in as little as 1-3 business days once the item is dispatched. The exact options, costs, and lead times are shown at checkout.
Still have questions?
Our gemologists and concierge team respond to every inquiry within one business day.
Contact UsEvery natural stone ships with an independent laboratory certificate and is covered by our lifetime authenticity guarantee.