Frequently Asked Questions

Return Policy

Please note our return policy varies depending on the item/s you are considering for purchase.

The following 3 item types are explained below:

Custom Jewelry Orders ‘Made To Order’
Loose emeralds & Finished Jewelry
Wedding Bands

Made To Order Custom Jewelry, aka “Design Your Own”:

There is a 14 day return window to review your one-of-a-kind custom piece of jewelry. If you are not completely satisfied with your item, you may return it for a full refund.

There are situations where we will reserve the right to change our return policy for unusual custom orders or clients we cannot confidently satisfy. We will contact you in writing about any changes to our return policy for your order if it does not meet our standard return policy.

Items must be returned in the same condition as they were sent . If the item is damaged in any way it will void our return policy. Also important to note: while you have possession of any item, you are fully responsible for its value and care. It is not insured under our policy once delivered.

We encourage our clients to preview the loose gemstone they are interested in before creating a custom order jewelry setting if you want more confidence before starting the production process. We also offer to-scale wax models of the setting using our 3D printers.

Please contact us to inquire about any special questions or circumstances that we can help you with.

Please call us at 1-212-204-8581 or email us at https://emeralds.com/contact-us/

For Loose Emeralds & Finished Jewelry Orders:

We offer a 14 day return window for you to review your emerald or finished jewelry item. The 14 day period begins when you sign for and receive your item from the shipping carrier. If you are not completely satisfied with your item, you can return it for a full refund. While you have possession of any item you are fully responsible for its value and care.

If you need an extended return window period, special circumstances can be agreed upon; however, they must be done prior to the shipment of your item. Please contact us at 1-212-204-8581 to make special arrangements for an extended return window period.

Please note: Loose emeralds will not be accepted for a refund if they have been set, scratched, chipped, fractured, weigh differently or have been altered in any way. We strongly recommend that you do not set your gemstone with another jeweler until you fully intend to purchase it.

Wedding Band Orders:

Our wedding bands are made to order and are returnable for a full refund within 14 days after delivery is received. For some ring sizes (very small or large) we reserve the right to waive our return policy. In the event your purchase does not qualify for our return policy, we will contact you directly to notify you of your options prior to processing your order.

Special Conditions

We reserve the right to change a return policy on certain items/situations on a case by case basis, if so we will inform the client in writing prior to commencing a transaction.
Entirely unique custom designs initiated/designed by a client will often not be accepted for returns.
We reserve the right to decline service to individuals whom we feel we cannot properly accommodate.
Rush service fees are not refundable.

How to Return an Item

If you have purchased an item that you would like to return, you must contact us to request an RMA number (Return Merchandise Authorization). Do not send in a return unless you have an RMA number. All shipments will be refused and returned to sender if an RMA has not been issued.

Depending on the value of the item you are returning, you will be given special instructions on how to send in a return.

Items returned MUST be in the same new condition as they were when they were delivered to you. We will NOT accept damaged items. Please review our return policies before calling in for an RMA number.

A refund will be issued after we receive your return. Shipping costs cannot be refunded. If you paid by credit card, the charge will be credited back to your card. If you paid by check, wire transfer, An ach payment will be issued to the billing name on the order.

In order to deter potential theft, please do not write any words on the package shipping label that may allude to the contents of the package (such as gems, emeralds, jewelry, etc.). Do not declare the exact nature of the contents you are sending. If required by customs or the shipping company, specify the item is an “Antique Sample” or “Rock Crystal Sample”. Items must be insured.

Send returns to:

NEC Inc. RMA # (You must have an RMA Number)
608 5th Avenue
11th Floor Penthouse
New York, NY 10020

Our Location

We are located at:

608 5th Avenue
11th Floor Penthouse
New York, NY 10020

Our normal business hours are Monday through Friday, 10AM to 6PM. Our last appointment time is 5PM.

We welcome clients and visitors to our showroom offices during normal business hours. We are not a traditional retail storefront, so appointments are required.

Feel free to contact us to make an appointment or to ask any questions about visiting our office!

We have very strict security procedures to enter our building and our offices. Appointments must be made in advance, and all guests must bring a valid photo ID for security when you arrive. Visitors should be willing to submit to metal detector testing.

Please view our Security and Fraud section to learn more about our security measures when visiting us in person.

General Questions

1. What does “Status: On Hold” mean?

“On Hold” means an item is being previewed by another client, or in a payment plan, and is not available for immediate delivery. The item may not sell and could be returned to us within a few days or weeks. If the item is returned, its status will be changed to “Available” and it can be shipped immediately.

If an item is on hold, you can still decide to go through the purchase process online, putting you first in line should it become available again. You will not be charged until the item is confirmed available for you, as payments are run manually by our sales office vs. online at the time of purchase. Should it be sold prior, we would never formalize your payment and would cancel the order. You may also add yourself to a waitlist for the stone through our online “notify me” feature.

If you are extremely interested in buying an item that has an “On Hold” status, you should complete the online purchase process. You will have top priority in receiving the item if it becomes available.

2. What does “Status: Available” mean?

“Available” means just that- an item is available for sale and delivery. If you would like to buy the item, you can complete the purchase process. You will receive confirmation of your order and will be notified when your item has shipped. In most cases we ship ready to ship items on the same or next business day from New York City. In some cases items may be en route from our processing offices elsewhere and may take longer to ship. Made to order items vary in production time and are labeled on the individual listing pages. Please inquire with our sales team about a specific item.

3. What are your “Setting Options” and how do they work?

Our “Setting Options” are the various mounting designs we offer for you to create a custom jewelry item. They include ring, earring, necklace, and pendant settings. We can set any of our emeralds or emerald pairs in your desired setting option.

As emerald specialists, our aim is to maintain the widest selection of loose emeralds that our customers can choose from. You can browse our jewelry setting designs and then pick an emerald, or you can select an emerald first and then pick a setting. Either way, our clients can create their own unique combination of an emerald and a jewelry setting.

We have hundreds of setting options to choose from, but if you don’t see what you are looking for, or you have an example of a piece you want to re-create, we are happy to work with you to create a specially commissioned piece.

If you have more questions about special setting designs please call us at 1-212-204-8581. We can create anything!

4. How can I see what my custom setting will look like?

To help our customers better imagine their custom jewelry pieces, we provide two complimentary computer rendered images. Additionally, we can create and deliver a custom 3D wax model of the actual setting design for a nominal $95 fee (which is credited back to you with order of the setting).

5. Can I request to see more than one item at a time?

We can ship you the stone to view in person first if you’d like. A hold is placed on your credit card for the total amount of the stone. We’ll then ship the stone to you and you’d have 5 days to preview it. If you wish to return it, you just send it back and the charges will drop. We cover the shipping to you and the insurance on the return package; you’re just responsible for the postage fee on the return shipping.

If you see more than one item that you would like to preview, please call us directly at 1-212-204-8581 to discuss your order. We usually allow customers to compare more than one item at a time in person. However, please do not purchase multiple items online that you do not intend to buy without notifying us first.

6. Our Warranty & Guarantee

The Natural Emerald Company provides our customers with a Lifetime warranty against manufacturing defects on all the jewelry.

Some examples of possible Manufacturing Defects:

Porosity in precious metal (air bubbles in the metal, which compromise durability)
Metal purity stamp (alloy is not within FTC guidelines)
Laser welding joints incomplete

If you believe an item has a manufacturing defect please contact us immediately. Our warranty does not cover repairs or alterations made by a 3rd party (another jeweler) unless a prior written agreement is made for repairs being authorized by a 3rd party (example: ring resizing, prong tightening). Repair or service performed by a jeweler without prior consent will void our Lifetime warranty.

Manufacturing Defects will be repaired or replaced without charge.

Purchasing a gemstone is often a significant investment, and we understand the importance of feeling confident in your choice. That’s why we offer a lifetime guarantee on the species and treatment classifications provided in our in-house certifications. If you submit the gemstone to a reputable lab and it is identified as a different species or with a different treatment than what we stated, we will provide you with either a full refund or store credit.

Repairs / Damage / Normal Wear:

All types of jewelry can be affected by normal use, or accidents/trauma. This is especially true for rings worn on a regular basis, since hands and fingers are very active and subjected to multiple risks in damaging jewelry. Our manufacturing warranty excludes coverage for wear and tear and in rare instances of lost gemstones.

Some examples of common jewelry issues that would not be considered manufacturing defects include:

Discoloration of gold/platinum caused by exposure to chemicals, Examples; cleaning acids, hot tubs used for bathing.
Precious metals, and especially prong set gemstones can wear down over time and may require restoration.
Thread in clothing can catch a loose prong over time; bending to everyday wear allowing a gemstone to fall out.
The loss of a gemstone caused by an accident/trauma damage.

We strongly suggest prongs that hold gemstones be visually inspected for any possible loosening from normal wear so that repairs required to preserve the integrity of the jewelry are made.

Repairs that are not covered under our Lifetime warranty will be given a price quote by one of our professional service representatives for approval before work is performed.

7. Extend Accidental Damage (ADH) Protection Plans (Available for US Orders Only)

Over the years we’ve worked with several different insurance companies and extended warranty service providers. We have been very impressed with Extend’s service and value, and have since partnered with them to offer exclusive accidental damage and extended protection plans for the majority of our jewelry offerings.

We believe the value that Extend offers is exceptional and worth the peace of mind.

Plan Details

Accidental Damage (ADH) Coverage:	Yes
Term:	5 Years -or- Lifetime
Deductible:	$0

Plan Summary & FAQ

1. What is an Extend Jewelry Accidental Damage from Handling (ADH) Protection Plan?

The Extend Jewelry ADH Protection Plan is in effect from day one alongside the manufacturer’s limited warranty, and provides coverage for accidental damage, and defects in workmanship and/or materials, including operational failure from normal wear & tear. This includes broken, bent or worn prongs, clasps and hinges; knotted or broken links in necklaces and bracelets; broken or lost pins and earring posts; stretched or broken pearl necklaces; and cracked or thinning ring shanks.

This plan also includes services for the covered product such as ring sizing (excluding initial ring sizing at the time of purchase); refinishing and polishing; rhodium plating white gold; resetting of diamonds and gemstones; repair of chipped or cracked stones (including center stones); and replacement for loss of diamond or gemstone center stone(s) and/or side/enhancement stones due to a defect in the setting or ADH.

This plan does not cover theft or damage caused by abuse or misuse. You can find more details in Extend’s Service Agreement w/ Terms and Conditions

2. I bought a Jewelry ADH Protection Plan, but my issue is a manufacturer’s defect. Who do I contact for a claim?

If you still fall under the manufacturer’s warranty period, please reach out directly to us. If the issue was a result of accidental damage, or falls outside of the manufacturer’s warranty period, please file a claim online through the Extend Customer Claims Portal for immediate service, or contact Extend’s Customer Care Team at 1-877-248-7707.

3. How many times can I use the Extend Jewelry ADH Protection Plan?

As part of the Extend Jewelry ADH Protection Plan, you will either get your jewelry item repaired or you will get a single replacement of a like or comparable product should it become defective. This will be up to Extend’s discretion and the damage occurred to your jewelry item. You can also file a claim to request additional services including ring sizing (excluding initial ring sizing at the time of purchase); refinishing and polishing; tightening of stones, and more.

4. What are the benefits of an Extend Jewelry ADH Protection Plan?

Extend provides peace of mind and financial protection should there be accidental damage to your jewelry item. Additionally, when the manufacturer’s warranty expires, the Extend Jewelry ADH Protection Plan will continue to cover accidental damage, as well as defects from workmanship and/or materials, including operational failure from normal wear & tear. Extend is a reliable service that makes purchasing and filing claims on protection plans seamless through an easy-to-use online portal and great customer experience team.

5. What products are covered?

The Extend Jewelry ADH Protection Plan covers bracelets, earrings, necklaces, rings, charms & pendants, jewelry sets, body jewelry, anklets, brooches & lapel pins priced under $50,000 USD. The Extend team works with partner merchants to identify all eligible products and match them to a protection plan.

6. What information do I need to utilize my Extend Jewelry ADH Protection Plan?

Please have your contract ID and/or email address handy in order to file a claim through the Extend Customer Claims Portal , or by contacting Extend’s Customer Care Team at 1-877-248-7707.

If you contact the merchant directly to file the claim, you may be warmly transferred to Extend via phone at 1-877-248-7707, or may receive assistance to file the claim on your behalf through the Extend Customer Claims Portal .

7. Where is my contract ID?

Once we receive your order we work hard behind the scenes to create your perfect piece of jewelry. When production is complete and we prepare to ship your item to you, we will submit your protection contract to Extend. When this happens, you will receive an email directly from Extend with all of your coverage details, including:

Contract ID
Warranty Term Length
Coverage Dates
Product Name

Coverage begins the moment you receive your item.

Please contact the Extend Customer Care Team if you receive your item but have not yet received this email: WarrantyOps@Extend.com.

8. If a product covered by Extend is replaced under the MFR warranty, does the Extend plan cover the new product?

Yes, the replacement product will continue to be covered under Extend’s Jewelry ADH Protection Plan.

9. What is the process to file a claim under an Extend Jewelry ADH Protection Plan?

Extend makes it easy for Customers to file a claim either through the call center or the online portal. Below are the steps you may go through to have your jewelry item repaired or replaced:

The Customer provides a contract ID, email address, or another piece of identifying information to Extend.
Extend entitles (validates) contract coverage by ensuring the plan is active.
The Customer answers a few adjudication questions about the defective item (ex: when the item broke, what happened, etc).
The Customer will be issued a shipping label via email to return the defective item.
Once the item is shipped, they will receive an approval confirmation email with a link to purchase a new item and/or updates around the item being repaired or serviced.
The Customer will be prompted to buy an additional Extend Jewelry ADH Protection Plan on the new jewelry item during the checkout process on the Merchant’s website.
If the item was repaired or serviced, the Customer’s Extend Jewelry ADH Protection Plan will still be valid. They will have additional repairs or services available for the length of the protection plan, up to the limit of liability (retail price) of the original purchased item.

10. If I experience any complications during the Extend Claims process, what can I do?

The Customer can contact the Extend Customer Care Team in the Extend Customer Claims Portal or over the phone at 1-877-248-7707.

11. Can I cancel my Extend Protection Plan? What is the refund policy?

Yes, you may cancel your coverage at any time. Should you cancel within the within the return window defined by our Return Policy you will be entitled to a full refund. Should you choose to cancel after the return window has expired, you may be entitled to a prorated refund on the unused portion of your service contract. This prorated amount is calculated automatically by Extend and communicated back to The Natural Sapphire Company, whom will issue your refund.

12. Where’s the fine print?

To learn more, please find Extend’s full Service Agreement w/ Terms and Conditions.

8. Our Media Imaging Guarantee

As an e-commerce jewelry company, we understand the concerns about shopping for such unique items online. Great care is taken to capture our items’ true color properties. Our photographers try to capture the most accurate color and clarity of all of our emeralds and jewelry.

However, we do not have control over the brightness and color settings of individual home computer monitors. While we test the color accuracy of all of our images across multiple monitors, there is no uniform standard in brightness or color tone from one monitor to the next. Please keep these limitations in mind when viewing an item.

9. Third Party Lab Reports

We provide in-house reports for all of our emeralds and jewelry. Clients are given the option to choose printed or emailed reports. Printed reports for items over $300 will be sent free of charge, and reports will be emailed for all items under that price point (unless you choose to upgrade to printed reports for a small fee). Third party lab reports cannot be replaced, so those will be sent once we confirm the client is keeping the item.

10. Do we sell 2nd hand (previously owned) jewelry?

The majority of our clients are purchasing for an engagement or other emotionally significant occasion. For this reason, and from the frequent request of our customers, we only sell newly made jewelry and recently mined gemstones. We do not sell items that have been purchased previously, i.e. broken engagements, 2nd hand or estate jewelry.

Grading, Sizing & More

Ring Sizing

We use the US system for ring sizing. Below is a ring size comparison chart for the different international systems.

USA Size

Diam. Inch

Diam. MM

Circum. MM

British

French

German

Japan

Swiss

Don’t know your ring size? Open and print this ring sizing PDF from our sister company. Follow the instructions to get the closest approximation of your ring size. We additionally have plastic ring sizers that can be shipped free of charge at customers’ request.

Helpful Tips:

Wider bands can fit more snugly than thinner bands, so consider band width when sizing.
Our dominant hand is usually a bit larger, make sure to measure the correct hand or take this into consideration.
Take into account your temperature at the time of sizing; our fingers are larger when we are hot, and smaller when we are cool!
If you really can’t figure it out, size 6-6.5 is average for a woman.

Please note: Our ring sizing chart is based on the US system for ring sizing and provides an approximate ring size only. When used correctly, it is very accurate.

Re-sizing: The first ring re-sizing is provided free of charge if requested within three (3) months of date of purchase. Customers are only responsible for the shipping fees to us and return shipping. We can even re-size engraved items! Eternity Bands are excluded due to their unique design. Please keep in mind we may not be able to accommodate larger changes in size. Please contact your sales representative or https://emeralds.com/contact-us/ for more information on re-sizing.

Stone Size Chart

Please click here to open a PDF of our stone size chart from our sister company.

Stone Shape Chart

The chart below features common gemstone shapes. The most popular shapes for colored gemstones are round, cushion, emerald, radiant and princess. If you would like more information regarding the characteristics of each shape, please call us to speak with a gemologist who will be happy to help you select your emerald.

Clarity Grading

While diamonds have an internationally established grading system, there is no official standardized method to analyze clarity in emeralds. Usually, the jewelry industry grades colored gemstones at eye level rather than the diamond standard of 10x magnification.

Below is the scale we use to grade clarity in our gemstones at eye level:

Color Intensity Grading

Color is generally considered to be the number one feature that determines the quality of a colored emerald. The color intensity scale refers to the saturation of color found in the stone, or the degree of lightness or darkness that is viewed. It is important to note that for most stones “vivid” is considered the highest caliber of intensity grading. It is important to keep in mind that color is very subjective and each person may find a different level of saturation attractive to them. The below chart is helpful in identifying different levels of saturation.

Emerald and Metal Care

General Care Tips

Remember to remove your emerald ring when doing household chores (such as the dishes), showering, swimming, athletic activities, or engaging in anything that may expose it to chemicals or hard knocks.

Steam and ultrasonic cleaning should be avoided, as these can be too harsh for emeralds and lead to damage or loss of the oil treatment.

Rings can accumulate residue from soap, lotion, and other products that you use on your skin. Over time, this residue can build up and cause the ring to become dull or discolored. Removing the ring before washing your hands or applying lotion can help prevent this from happening.

Regular cleaning and careful handling will help preserve the beauty and longevity of your emerald ring.

Below are steps we suggest when you decide you’d like to clean your emerald jewelry:

Step 1: A Soapy Soiree

Whip up a luxurious spa experience for your emerald ring by combining a few drops of mild dish soap (or a gentle detergent) with warm (but not hot, we don’t want to scald the poor gem) water in a small bowl. Steer clear of any villainous chemicals or abrasive cleaners that might plot against your ring’s well-being.

Step 2: Relaxing Bath Time

Gently place your emerald ring into the sudsy sanctuary, letting it soak for 10-15 minutes. This mini-vacation will help dissolve the dirt, oils, and any sneaky residue that has been crashing the party on your gemstone and its metal sidekicks.

Step 3: Softly Scrub-a-Dub-Dub

Armed with a soft toothbrush (or the gentlest brush you can find), delicately scrub the emerald and its surroundings. Focus on evicting unwanted dirt from the prongs and under the stone. Remember, you’re the hero here, so no need to apply brute force—save that for opening stubborn pickle jars.

Step 4: A Splish-Splash Rinse

Carefully rinse your ring under a stream of warm (again, not hot—let’s not make the emerald sweat) water, making sure your drain is covered or closed. After all, no one wants to embark on an impromptu plumbing adventure to retrieve a runaway ring!

Step 5: The Grand Finale – Drying

With the finesse of a magician, gently pat your emerald ring dry using a soft, lint-free cloth. Wait for the drumroll in your head, and ensure the ring is completely dry before wearing or storing it.

And there you have it—a fabulously clean emerald ring! Remember, treat your ring like royalty by removing it during household chores, swimming, or any activity that might expose it to wicked chemicals or dastardly hard knocks. Keep up the gentle care, and your emerald will continue to sparkle with gratitude.

About Rhodium

Like palladium and platinum itself, rhodium is a member of the platinum group. It is one of the rarest and most expensive precious metals in the world. Rhodium-plating is widely used as the final step in the finishing process for fine jewelry. It adds a gleaming white finish to the slight golden hue of even the highest karat white gold.

Rhodium plating is tarnish-resistant and tremendously durable, but it can fade with time due to wear and body chemistry. If you detect any change in the tone of your jewelry, it can easily be re-plated and restored to its original gleam.

About Emerald Durability

Emeralds have a hardness of 7.5 to 8 on the Mohs scale, which means they resist scratching. However, they are not as hard as diamonds, rubies, and sapphires. These other precious gemstones can scratch your emerald so you will want to keep them stored separately in your jewelry box.

Emeralds can be brittle, especially if they are heavily included. Although it is not common, emeralds can also experience imperfect cleavage, a characteristic that has been recognized since antiquity. It is imperative that you shield your emeralds from sudden shocks, including thermal shock, or physical impacts on very hard surfaces like granite countertops or porcelain sinks.
Learn more about caring for emeralds here.

Payment

Payment Methods

We accept the following credit/debit cards:

VISA , MASTERCARD, AMERICAN EXPRESS, DISCOVER

Paying with a credit card is the safest and most secure way to pay; both the customer and the business are protected from fraud.

We also accept bank wire transfers and personal checks. If you would like to pay via one of these methods, please contact us so we can manually process your order.

You are welcome to contact us at 1-212-204-8581 between 10AM and 6PM EST if you have any questions about ordering an item or our accepted payment methods.

Payment in full is required before production begins for all orders with a custom setting option.

Shipping, Insurance, and Liability

We ship worldwide on a daily basis. Depending on your location and the value of the item you purchase, your item will be sent via FedEx or United States Postal Service (USPS). Most ready to ship items ship the same or next business day from our NYC offices, although there may be a few exceptions. Made to order items vary in production time and are labeled on the individual listing pages. Please reach out with any questions regarding shipping speed. All client details, including shipping addresses, must match the authorization information of the credit card used. If you would like your shipment sent to a non-confirmed address, you can arrange to add an “alternative confirmed address” with your credit card company, call us at 1-888-228-7167, or email us. If paying by wire transfer we will ship anywhere you request. Signature is REQUIRED for all deliveries. Customers are responsible for all items after the package has been signed for.

Below is a guideline for shipping costs and delivery times:

U.S. Domestic Shipping

Orders Over $300

Shipping Option	Delivery	Signature	Insured	Tracking	Fee
FedEx 2nd Day	2 Business Days	Yes	Yes	Yes	FREE
FedEx Next Day	Next Business Day	Yes	Yes	Yes	$25

Orders Under $300

Shipping Option	Delivery	Signature	Insured	Tracking	Fee
USPS Priority Insured Mail	2 – 5 Business Days	Yes	Yes	Yes	FREE
FedEx 2nd Day	2 Business Days	Yes	Yes	Yes	$20
FedEx Next Day	Next Business Day	Yes	Yes	Yes	$45

International Shipping

Please Note: If FedEx determines that your shipping address qualifies as a “Remote Delivery Area”, an additional shipping fee may be required. Our sales team will notify you of any additional fees due at the time of shipping if this applies to your order.

Orders Over $300

Shipping Option	Delivery	Signature	Insured	Tracking	Fee
FedEx Economy	5 – 10 Business Days	Yes	Yes	Yes	FREE
FedEx Priority	2 – 4 Business Days	Yes	Yes	Yes	$25

Orders Under $300

Shipping Option	Delivery	Signature	Insured	Tracking	Fee
USPS Priority Insured Mail	5 – 14 Business Days	Yes	Yes	Yes	$20
FedEx Economy	5 – 10 Business Days	Yes	Yes	Yes	$40
FedEx Priority	2 – 4 Business Days	Yes	Yes	Yes	$65

All deliveries are sent to street addresses only. PO Boxes are not accepted as shipping destinations.

U.S Shipments scheduled for Friday have the option for Saturday delivery, or delivery the following Monday. Please call or email us directly to set up a Saturday delivery. Saturday delivery is not available for international shipments.

International shipments may be subject to customs fees, import duties, taxes, and other charges. These additional charges required for customs clearance are the responsibility of the recipient. Please contact us to clarify what amount (if any) might be due for import duties in your country.

USA Sales Tax

Please note that US sales tax requirements may be subject to change due to the recent Supreme Court ruling on sales tax.

For US Orders, we collects sales tax on orders shipped to addresses in the following US States: Arizona, California, Colorado, Arkansas, Indiana, Louisiana, Missouri, West Virginia, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and Washington State

We use a 3rd party service for calculating current sales tax rates in each US State. Taxes and duties on orders will be calculated based on the rates in effect the date your order ships.

For International Clients: Import Customs, Duty / VAT / GST

Although taxes are never enjoyable to pay, the process of delivery and tax payments through FedEx has been very accommodating in our experience and most shipments arrive within a few days from New York.

VAT/GST can vary depending on your country. Some countries levy a customs duty or other taxes on importation of gemstones and/or jewelry. We cannot assume any of these related government taxes or processing fees, it is entirely the responsibility of the buyer to pay these costs to the delivery service or clearance broker prior to delivery. In addition to the formal VAT/GST fees charged there may also be associated processing fees levied.

With many years of exporting around the world we have compiled a comprehensive list of what you can expect to pay in related taxes in the following countries. Please note that the following list is based on previous deliveries to the country in question and you should always confirm customs charges with your local customs department for more accurate and current charges.

Click to advance to the country import information:

(If your country is not listed here please contact us for more information)

AUSTRALIA

Australia is our 2nd most popular international shipping destination. For this reason we continue to monitor current tax and fee rates so we can best assist you in what to expect in additional costs of receiving an item from us. We pay for Fedex shipping and insurance for you. Fedex will deliver to your door and take care of all customs procedures for you.

A forthcoming shipment will be delivered to you with an additional bill from FedEx to pay related taxes. FedEx may contact you prior to delivery for payment of taxes before they release the item for delivery. Payment of taxes can be made with credit cards to FedEx.

Australian import taxes are calculated on imported goods with a value over AU$1,000 and consist of 3 parts:

Customs Duty:
- On loose gemstones – none
- On finished jewelry – 5%
GST tax – 10% on the total of your purchase in AUD + customs duty.
Import Processing Charge:
- $88.00 on items AU$1,000-AU$10,000
- $190.00 on items over AU$10,000

In addition, if the total amount of import taxes exceeds AU$300, FedEx imposes an Advancement Fee of 2.5% of the total amount of import taxes.

If you decide to return your item you will be able to have your tax payment refunded through filing forms which can be found on this website.

AUSTRIA

We pay for Fedex shipping and insurance for you. A forthcoming shipment will be delivered to you with an additional bill from FedEx to pay related taxes. FedEx may contact you prior to delivery for payment of taxes before they release the item for delivery. Payment of taxes can be made with credit cards to FedEx.

LOOSE GEMSTONES : Duty : 0% VAT : 20%
JEWELRY : Duty : 2.5%, VAT : 20%

BELGIUM

Unfortunately, we are unable to ship loose gemstones or jewellery to Belgium. Belgium specifically prohibits the importation of loose gemstones or jewelry by individuals.

CANADA

Canada being our neighbor is one of our most popular international shipping destinations. For this reason we continue to monitor current tax and fee rates so we can best assist you in what to expect in additional costs of receiving an item from us. We pay for Fedex shipping and insurance for you. Fedex will deliver to your door and take care of all customs procedures for you.

Canadian import taxes are calculated as follows:

LOOSE GEMSTONES : Duty : 0%, GST : 5%
JEWELRY : Duty : 0%, GST : 5%

Some provinces also levy a sales tax known as PST which is added to the federal GST to make up a Harmonized Sales Tax (HST). Some provinces do not. The following is a list of provinces and the total tax (total HST inclusive of federal GST 5% mentioned above) you can expect to pay:

Alberta 5%
British Columbia 12%
Manitoba 13%
New Brunswick 15%
Newfoundland & Labrador 15%
Nova Scotia 15%
Northwest Territories 5%
Nova Scotia 15%
Nunavut 5%
Ontario 13%
Prince Edward Island 15%
Saskatchewan 11%
Yukon 5%
Quebec 15%

CYPRUS

LOOSE GEMSTONES : Duty : 0%, VAT : 19%,
JEWELRY : Duty : 2.5%, VAT : 19%

DENMARK

LOOSE GEMSTONES : Duty : 0% VAT : 25%
JEWELRY : Duty : 2.5%, VAT : 25%

FRANCE

LOOSE GEMSTONES : Duty : 0% VAT : 20%
JEWELRY : Duty : 2.5%, VAT : 20%

VERY IMPORTANT: If you are having your gemstone or jewelry shipped to France, you need to be aware of a French law that prohibits courier services like Fedex from using their own in-house brokers to do customs clearance as is the norm in other countries.

GREAT BRITAIN (UK)

The UK is our most frequent international destination. Thank you to our many UK based clients! We pay for Fedex shipping and insurance for you. A forthcoming shipment will be delivered to you with an additional bill from FedEx to pay related taxes. FedEx may contact you prior to delivery for payment of taxes before they release the item for delivery. Payment of taxes can be made with credit cards to FedEx.

LOOSE GEMSTONES : Duty : 0% VAT : 20%
JEWELRY : Duty : 2.5%, VAT : 20%

GERMANY

LOOSE GEMSTONES : Duty : 0%, VAT : 19%,
JEWELRY : Duty : 2.5%, VAT : 19%

HONG KONG

LOOSE GEMSTONES : Duty : 0% VAT : 0%
JEWELRY : Duty : 0%, VAT : 0%

IRELAND

LOOSE GEMSTONES : Duty : 0% VAT : 23%
JEWELRY : Duty : 2.5%, VAT : 23%

ITALY

LOOSE GEMSTONES : Duty : 0% VAT : 22%
JEWELRY : Duty : 2.5%, VAT : 22%

MONACO

LOOSE GEMSTONES : Duty : 0% VAT : 19%
JEWELRY : Duty : 2.5%, VAT : 19%

MALAYSIA

Both gemstones and jewelry are TAX FREE into Malaysia!

We pay for Fedex shipping and insurance for you.

LOOSE GEMSTONES : Duty : 0% GST: 0%
JEWELRY : Duty : 0%, GST : 0%

NEW ZEALAND

LOOSE GEMSTONES : Duty : 0% GST : 15%
JEWELRY : Duty : 5%, GST : 15%

NETHERLANDS

LOOSE GEMSTONES : Duty : 0% VAT : 21%
JEWELERY : Duty : 2.5%, VAT : 21%

POLAND

LOOSE GEMSTONES : Duty : 0% VAT : 23%
JEWELRY : Duty : 2.5%, VAT : 23%

RUSSIA

Unfortunately we are unable to ship to Russia as gemstones are not permitted to be imported via courier.

SWITZERLAND

LOOSE GEMSTONES : Duty : 0% VAT : 7.7%
JEWELRY : Duty : 0%, VAT : 7.7%

There is a basic fee of CHF 16.00 + Surcharge: CHF 30.00 (3% of the declared value of the goods). Fedex also charges an advancement Fee of 2.50% of duties & taxes with a minimum of CHF 22.00

SINGAPORE

LOOSE GEMSTONES : Duty : 0% GST : 7%
JEWELRY : Duty : 0%, GST : 7%

SOUTH AFRICA

LOOSE GEMSTONES : Duty : 0% VAT : 15%
JEWELRY : Duty : 20%, VAT : 15%

SWEDEN

LOOSE GEMSTONES : Duty : 0% VAT : 25%
JEWELRY : Duty : 2.5%, VAT : 25%

THAILAND

LOOSE GEMSTONES : Duty : 0% VAT : 7%
JEWELRY : Duty : 20%, VAT : 7%

TAIWAN

LOOSE GEMSTONES : Duty : 0%, VAT : 5%, Trade Promotion Fee : 0.04%
JEWELRY : Duty : 0%, VAT : 5%, Trade Promotion Fee : 0.04%

TURKEY

LOOSE GEMSTONES : Duty : 0% | VAT : 18% | SPECIAL CONSUMPTION TAX : 0%
JEWELRY : Duty : 2.5% | VAT : 18% | SPECIAL CONSUMPTION TAX : 0%

UNITED ARAB EMIRATES

Shipments valued over USD S5,000 will require an independent customs broker to clear the goods for you as Fedex is not permitted to do customs clearance for goods over this value. We use various services based at Dubai Airport for special import shipment handling. Their charges for customs clearance and onward delivery would be for your account. We pay for Fedex shipping and insurance for you.

For items under $5000 USD value; FedEx may contact you prior to delivery for payment of taxes before they release the item for delivery. Payment of taxes can be made with credit cards to FedEx.

LOOSE GEMSTONES : Duty : 5% VAT : 5%
JEWELRY : Duty : 5%, VAT : 5%

Security & Fraud

We take security very seriously at The Natural Emerald Company. Purchases made through our secure website, in person, or by phone, are subject to extensive security checks to prevent fraud and give our customers the highest assurances of security and safety.

For Online Orders

We subscribe to various third party services (www.signifyd.com) that do extensive background checks to research if any fraud activity has been associated with the person purchasing an item.
We will only ship to confirmed and authorized billing addresses.
If an item is paid for by check we will confirm that the check was not written or issued fraudulently.
We do not ship items that are paid by check until the check and funds have cleared.
We communicate with our customers via phone or email for all orders.
We check the billing and shipping addresses for all orders and contact the customer if there are any discrepancies.
We review the geographic locations of our orders.
We log all incoming IP addresses for our online orders.
We verify all AVS and Card Code Verification details.
In most cases we can only discuss the details of an order with the individual paying for the item.
For clients returning merchandise, our return procedures must be followed per our instructions. Items will not be accepted unless an RMA has been issued (see our return section for more information).
For international orders, we reserve the right to refuse payment methods that are not direct bank transfers. However, in most countries we subscribe to services that can verify and meet our needed security measures to confirm valid orders.
We reserve the right to refuse a sale to any person or entity for any reason.
We follow the laws relating to the United States Patriot Act.

Please Note: Attempted fraud will be vigorously pursued, reported, and prosecuted by all available legal means. Our staff and security detail are extremely skilled and dedicated to preventing and detecting fraud. We actively report all attempts of fraud to law enforcement authorities.

For Phone Orders

Questions or changes regarding an order and/or its shipping service can only be discussed with the individual paying for the item, unless permission from the purchaser has been given.

The security measures listed for our online orders also apply to our phone orders.

For Showroom, Office and Workshop Visits

We encourage customers to visit our New York location to view our emeralds in person. Please review the security measures below if you plan to visit our office.

Appointments are mandatory. For security reasons, we cannot allow visitors into our showroom, offices, or our workshop without a preexisting appointment. Appointments should be made in advance, at least two hours before your arrival time.
All visitors must present a valid photo ID such as a drivers license, passport, etc.
Visitors must be willing to have their photo ID scanned for our security records.
Visitors are scanned by metal detector and bags are subject to inspection.
Weekend and after hours appointments are not available. We only accept visitors during our regular business hours, by appointment only (see our business hours) for more information.
If you are a returning visitor you will be subject to our normal security procedures as will any accompanying guests.

A Note About Our Security Practices

We work with a contracted third party security company to keep our office extremely secure at all times. Our 24/7 armed guard security and surveillance service includes:

16 high resolution video cameras with audio in and around our location
10 motion sensors
18 door and window security contacts
6 vibration sensors
10 silent call buttons for police and third party armed guard response
3 sets of double-door man-trap systems with fail safe hardware
1 intake window with 2 inch thick bullet proof glass
Steel reinforced walls at all entry walls and doors
We are located in a high security office building
Lobby security guards are on duty at all times, 24 hours a day, 7 days a week
Armed guard security is on full time staff

Our independent 24/7 security monitoring company is one block from our location and will respond immediately if summoned. They have remote access to all of our security systems for instant monitoring and reporting.

Our security is meticulously detailed and we make no exceptions for anyone or any situation.

NOTICE: ARMED GUARD ON PREMISES

Online Security Policies

All online payments with credit cards are protected by the latest and most advanced online security technology. All transactions on our website go through SSL (Secure Socket Layers). This is the industry standard for online security and is also used by financial institutions. The security and privacy of your credit card, personal contact data, and all other electronic information is never at risk of being stolen or misused.

As an added security measure, we are certified by Verisign.

Privacy Policy

Privacy Statement

Effective date: May 11, 2018

The Natural Emerald Company (“us”, “we”, or “our”) operates the www.Emeralds.com website (the “Service”).

This page informs you of our policies regarding the collection, use, and disclosure of personal data when you use our Service and the choices you have associated with that data.

We use your data to provide and improve the Service. By using the Service, you agree to the collection and use of information in accordance with this policy. Unless otherwise defined in this Privacy Policy, terms used in this Privacy Policy have the same meanings as in our Terms and Conditions, accessible from www.Emeralds.com.

Definitions

Service

Service is the www.Emeralds.com website operated by The Natural Emerald Company

Personal Data

Personal Data means data about a living individual who can be identified from those data (or from those and other information either in our possession or likely to come into our possession).

Usage Data

Usage Data is data collected automatically either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).

Cookies

Cookies are small pieces of data stored on your device (computer or mobile device).

Data Controller

Data Controller means the natural or legal person who (either alone or jointly or in common with other persons) determines the purposes for which and the manner in which any personal information are, or are to be, processed.

For the purpose of this Privacy Policy, we are a Data Controller of your Personal Data.

Data Processors (or Service Providers)

Data Processor (or Service Provider) means any natural or legal person who processes the data on behalf of the Data Controller.

We may use the services of various Service Providers in order to process your data more effectively.

Data Subject (or User)

Data Subject is any living individual who is using our Service and is the subject of Personal Data.

Information Collection And Use

We collect several different types of information for various purposes to provide and improve our Service to you.

Types of Data Collected

Personal Data

While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you (“Personal Data”). Personally identifiable information may include, but is not limited to:

Email Address
First Name and Last Name
Phone Number
Address, State, Province, ZIP/Postal Code, City
Cookies and Usage Data

We may use your Personal Data to contact you with newsletters, marketing or promotional materials and other information that may be of interest to you. You may opt out of receiving any, or all, of these communications from us by following the unsubscribe link or instructions provided in any email we send.

Usage Data

We may also collect information how the Service is accessed and used (“Usage Data”). This Usage Data may include information such as your computer’s Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.

Location Data

We may use and store information about your location if you give us permission to do so (“Location Data”). We use this data to provide features of our Service, to improve and customize our Service.

You can enable or disable location services when you use our Service at any time, through your device settings.

Tracking & Cookies Data

We use cookies and similar tracking technologies to track the activity on our Service and hold certain information.

Cookies are files with small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyze our Service.

You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service.

Examples of Cookies we use:

Session Cookies. We use Session Cookies to operate our Service.
Preference Cookies. We use Preference Cookies to remember your preferences and various settings.
Security Cookies. We use Security Cookies for security purposes.

Use of Data

The Natural Emerald Company uses the collected data for various purposes:

To provide and maintain our Service.
To notify you about changes to our Service.
To allow you to participate in interactive features of our Service when you choose to do so.
To provide customer support.
To gather analysis or valuable information so that we can improve our Service.
To monitor usage of our Service.
To detect, prevent, and address technical issues.
To provide you with news, specific offers, and general information about other goods, services, and events which we offer that are similar to those that you have already purchased or enquired about unless you have opted not to receive such information.

Legal Basis for Processing Personal Data Under General Data Protection Regulation (GDPR)

If you are from the European Economic Area (EEA), The Natural Emerald Company legal basis for collecting and using the personal information described in this Privacy Policy depends on the Personal Data we collect and the specific context in which we collect it.

The Natural Emerald Company may process your Personal Data because:

We need to perform a contract with you
You have given us permission to do so
The processing is in our legitimate interests and it’s not overridden by your rights
For payment processing purposes
To comply with the law

Retention of Data

The Natural Emerald Company will retain your Personal Data only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use your Personal Data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.

The Natural Emerald Company will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of our Service, or we are legally obligated to retain this data for longer time periods.

Transfer of Data

Your information, including Personal Data, may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction.

If you are located outside United States and choose to provide information to us, please note that we transfer the data, including Personal Data, to United States and process it there.

Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.

The Natural Emerald Company will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of your Personal Data will take place to an organization or a country unless there are adequate controls in place including the security of your data and other personal information.

Disclosure Of Data

Disclosure for Law Enforcement

Under certain circumstances, The Natural Emerald Company may be required to disclose your Personal Data if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).

Legal Requirements

The Natural Emerald Company may disclose your Personal Data in the good faith belief that such action is necessary to:

To comply with a legal obligation
To protect and defend the rights or property of The Natural Emerald Company
To prevent or investigate possible wrongdoing in connection with the Service
To protect the personal safety of users of the Service or the public
To protect against legal liability

Security Of Data

The security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.

“Do Not Track” Signals

We do not support Do Not Track (“DNT”). Do Not Track is a preference you can set in your web browser to inform websites that you do not want to be tracked.

You can enable or disable Do Not Track by visiting the Preferences or Settings page of your web browser.

Your Data Protection Right Under General Data Protection Regulation (GDPR)

If you are a resident of the European Economic Area (EEA), you have certain data protection rights. The Natural Emerald Company aims to take reasonable steps to allow you to correct, amend, delete, or limit the use of your Personal Data.

If you wish to be informed what Personal Data we hold about you and if you want it to be removed from our systems, please contact us.

In certain circumstances, you have the following data protection rights:

The right to access, update, or to delete the information we have on you. Whenever made possible, you can access, update, or request deletion of your Personal Data directly within your account settings section. If you are unable to perform these actions yourself, please contact us to assist you.
The right to rectification. You have the right to have your information rectified if that information is inaccurate or incomplete.
The right to object. You have the right to object to our processing of your Personal Data.
The right of restriction. You have the right to request that we restrict the processing of your personal information.
The right to data portability. You have the right to be provided with a copy of the information we have on you in a structured, machine-readable, and commonly used format.
The right to withdraw consent. You also have the right to withdraw your consent at any time where The Natural Emerald Company relied on your consent to process your personal information.

Please note that we may ask you to verify your identity before responding to such requests.

You have the right to complain to a Data Protection Authority about our collection and use of your Personal Data. For more information, please contact your local data protection authority in the European Economic Area (EEA).

Service Providers

We may employ third party companies and individuals to facilitate our Service (“Service Providers”), to provide the Service on our behalf, to perform Service-related services or to assist us in analyzing how our Service is used.

These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.

Analytics

We may use third-party Service Providers to monitor and analyze the use of our Service.

Google Analytics
Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google uses the data collected to track and monitor the use of our Service. This data is shared with other Google services. Google may use the collected data to contextualize and personalize the ads of its own advertising network.
You can opt-out of having made your activity on the Service available to Google Analytics by installing the Google Analytics opt-out browser add-on. The add-on prevents the Google Analytics JavaScript (ga.js, analytics.js, and dc.js) from sharing information with Google Analytics about visits activity.
For more information on the privacy practices of Google, please visit the Google Privacy & Terms web page: http://www.google.com/intl/en/policies/privacy/

Behavioral Remarketing

The Natural Emerald Company uses remarketing services to advertise on third party websites to you after you visited our Service. We and our third-party vendors use cookies to inform, optimize and serve ads based on your past visits to our Service.

Google AdWords
Google AdWords remarketing service is provided by Google Inc.
You can opt-out of Google Analytics for Display Advertising and customize the Google Display Network ads by visiting the Google Ads Settings page: http://www.google.com/settings/ads
Google also recommends installing the Google Analytics Opt-out Browser Add-on – https://tools.google.com/dlpage/gaoptout – for your web browser. Google Analytics Opt-out Browser Add-on provides visitors with the ability to prevent their data from being collected and used by Google Analytics.
For more information on the privacy practices of Google, please visit the Google Privacy & Terms web page: http://www.google.com/intl/en/policies/privacy/

Payments

We may provide paid products and/or services within the Service. In that case, we use third-party services for payment processing (e.g. payment processors).

We will not store or collect your payment card details. That information is provided directly to our third-party payment processors whose use of your personal information is governed by their Privacy Policy. These payment processors adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of payment information.

The payment processors we work with are:

Authorize.net
Their Privacy Policy can be viewed at https://www.authorize.net/company/privacy/

Links To Other Sites

Our Service may contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party’s site. We strongly advise you to review the Privacy Policy of every site you visit.

We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.

Children’s Privacy

Our Service does not address anyone under the age of 18 (“Children”).

We do not knowingly collect personally identifiable information from anyone under the age of 18. If you are a parent or guardian and you are aware that your Children has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.

Changes To This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page.

We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the “effective date” at the top of this Privacy Policy.

You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

If you have any questions about this Privacy Policy, please contact us:

By email: https://emeralds.com/contact-us/
By visiting this page on our website: Emeralds.com

Our Customers Love Us

See what people are saying on Google and Verified Reviews