General
What is Gemsouq?
Gemsouq is a gemologist-led marketplace dedicated to offering natural and certified gemstones with a focus on authenticity and transparency.
Are all gemstones natural?
Yes, Gemsouq specializes in 100% natural gemstones. Listings are reviewed to ensure accuracy and authenticity.
Do gemstones come with certification?
Most gemstones are provided with relevant certifications. Details are clearly mentioned on each product page.
Shipping Information
How long does shipping take?
Shipping timelines vary depending on the seller. Parcels are shipped according to the processing time and shipping service listed on the product page.
Can I track my order?
Yes, tracking details will be shared once the seller dispatches your order.
Do you offer international shipping?
Shipping availability depends on the seller. Please check the product listing for specific delivery regions.
Payment Information
What payment methods are accepted?
We support secure payment methods as listed at checkout, ensuring safe and reliable transactions.
Is my payment secure?
Yes, all transactions are processed through secure and encrypted payment gateways.
Order & Returns
Can I cancel my order?
Order cancellation depends on whether the seller has already processed or shipped the item. Please contact support as soon as possible.
What is your return policy?
Returns are processed in accordance with the Gemsouq Return & Refund Policy.
How do I request a return or refund?
You can initiate a request through your account or by contacting our support team.
Help & Support
How can I contact support?
Our dedicated support team is available 24/7 to assist you with any queries or concerns.
What kind of support do you provide?
We assist with:
- Product inquiries
- Order tracking
- Returns and refunds
- General guidance on gemstones
Gem Audit Program
What is the Gem Audit Program?
The Gem Audit Program is a premium service where the Gemsouq team conducts a physical inspection of a gemstone to verify that it matches the details provided in the listing.
Our experts assess the stone and provide transparent, real-time insights to ensure complete buyer confidence.
How can I request the Gem Audit Program?
You can request this service in two ways:
- Add it at checkout while purchasing a gemstone
- Request it separately by sharing the SKU of the product with our support team
What will I receive after the audit?
After inspection, you will receive a detailed PDF report including:
- Verification of listed specifications
- Quality observations
- Supporting images or visual documentation
The report is shared within 24–48 hours of initiating the audit.
Is there a fee for this service?
Yes, the Gem Audit Program is available for a nominal fee, offering an additional layer of trust and assurance before your purchase is finalized.