Shipping Policy

1. About this policy

This Shipping Policy applies to purchases of gemstones, diamonds, opals, cabochons, gemstone pairs and other products sold through GemsVault. GemsVault is operated for and on behalf of MARICAR GEMS LIMITED, a company registered in England and Wales.

This policy is intended to work alongside our Refund & Returns Policy, Privacy Policy and Contact page. Where a mandatory provision of applicable consumer law gives you a stronger right than a term stated here, that mandatory provision takes precedence.

2. Who is responsible for your order?

Trading website: GemsVault
Operating company: MARICAR GEMS LIMITED
Company number: 01514652
Registered in: England and Wales
Registered office: Hallswelle House, 1 Hallswelle Road, London, NW11 0DH, United Kingdom
Customer support: info@gemstonevault.shop

3. Where do we ship?

We accept orders for destinations for which the checkout is able to offer an applicable delivery option. Shipping availability can vary by destination, product, order characteristics and applicable legal or carrier restrictions.

Please enter the complete delivery address at checkout. If no delivery option is offered for your destination, please contact info@gemstonevault.shop before placing an order. We will not represent that a destination is serviceable where the available shipping system or applicable restrictions do not permit delivery.

4. Shipping methods and charges

Shipping charges and available delivery methods are destination-dependent. The applicable shipping option and price, where available, are presented during the checkout process before you become bound by the purchase.

For EU consumer contracts, traders must clearly inform consumers of delivery costs and available cross-border delivery options before purchase. Where additional costs require your express consent under applicable law, we will not rely on a pre-selected option as consent.

5. Order processing and dispatch

Your order enters fulfilment after payment has been successfully authorised and any necessary order checks have been completed. We may need to perform additional checks for higher-value gemstone orders, address accuracy, payment verification, fraud prevention or regulatory compliance.

We do not state a universal fixed dispatch period on this page because processing requirements can vary by product and order. Where a specific processing or delivery period is agreed or displayed for your order, that agreed period applies.

Where no different delivery period has been agreed with an EU consumer, EU consumer rules generally require delivery without undue delay and no later than 30 days after the contract is concluded. UK consumer rules similarly provide a 30-day default where a different period has not been agreed.

6. Delivery times and delays

Any estimated delivery date or transit time shown at checkout, in an order confirmation or in subsequent delivery communications is an estimate unless the parties have expressly agreed a binding delivery date or period.

Delivery can be affected by carrier capacity, customs processing, adverse weather, strikes, public holidays, security controls, import procedures, incorrect address information and other events outside our reasonable control.

A delay outside GemsVault’s control does not remove any statutory remedy you have where mandatory law provides one. Under EU law, where no different period has been agreed, delivery is generally due within 30 days; when a trader misses the applicable deadline, the consumer may in the ordinary case give an appropriate additional period and may terminate if delivery still does not occur, subject to the legal exceptions.

7. Tracking and delivery confirmation

Where the selected carrier or service provides tracking, the tracking information may be sent to the contact details supplied with your order or made available through an order update. Tracking availability is dependent on the shipping service used.

Customers should keep their order confirmation, tracking reference and delivery records until the transaction is fully completed and any applicable return or legal-rights period has passed.

8. High-value gemstone shipments

Because gemstones and diamonds can have substantial value, we may apply carrier, packaging, signature, insurance or other fulfilment requirements to particular orders where appropriate. Any material requirement that affects the delivery arrangement or cost will be communicated before the order is binding, where legally required.

Customers should not redirect a shipment, arrange an alternative carrier or provide instructions that materially change the agreed delivery arrangement without first contacting us, particularly where the shipment is insured or subject to signature requirements.

9. Incorrect or incomplete addresses

Customers are responsible for checking that the delivery name, street address, postal code, city, country and any apartment or access information supplied at checkout are accurate.

If you discover an error, contact us immediately at info@gemstonevault.shop. We will make reasonable efforts to correct an address before dispatch, but we cannot guarantee that a change can be made once an order has entered fulfilment or been handed to a carrier.

Where additional costs arise because a customer has supplied incorrect or incomplete information, responsibility for those costs will be assessed under the applicable circumstances and law. This does not remove any legal right where the delivery failure is attributable to GemsVault or the carrier.

10. Missed deliveries and failed delivery attempts

If a carrier attempts delivery and cannot complete it because nobody is available, access instructions are missing, the address is incomplete, or another delivery issue occurs, the carrier may follow its applicable redelivery, collection or return-to-sender process.

Please use the tracking information where available and contact us promptly if the parcel is being held, returned or otherwise delayed. We will work with the carrier to determine what can reasonably be done.

11. Damaged packaging or damaged goods

Please inspect the parcel when practical. If the external packaging is visibly damaged, we recommend photographing the parcel and its condition before opening it and retaining the packaging materials.

If the gemstone or other product appears damaged, defective or materially different from the contract, contact us as soon as reasonably possible at info@gemstonevault.shop and include your order number and clear photographs where possible.

We may ask for evidence that assists an investigation with the carrier or insurer. Such a request does not remove or reduce mandatory statutory remedies concerning defective or non-conforming goods.

12. Lost, missing or stolen parcels

If tracking indicates a parcel has not arrived, or it has been marked delivered but you have not received it, contact us promptly with the order number and tracking reference. We may investigate the delivery with the carrier and request information reasonably required to establish what happened.

For consumer sales covered by EU law, the risk of loss or damage generally remains with the trader until the consumer or a third party designated by the consumer, other than the carrier, acquires physical possession of the goods, subject to the legal exception where the consumer independently commissions a carrier that was not offered by the trader.

13. International shipping, customs and import charges

Orders delivered across borders may be subject to customs procedures, import VAT, customs duties, brokerage or handling charges and other destination-country requirements. These charges depend on factors such as destination, product classification, declared value, origin and the applicable customs rules at the time of import.

Where such charges are not included in the amount collected by GemsVault at checkout, they may be collected by the carrier, customs authority or another authorised party before or at delivery. Customers should review the import rules applicable to their destination before ordering.

EU customs and tax rules can change. Where an order is imported into the EU from outside the EU, the applicable customs and VAT treatment will depend on the current rules and the shipping/import arrangement used for that order. We will not knowingly describe a destination charge as part of the shipping price where it is in fact a separate tax, duty or carrier charge.

For current EU information on delivery costs and customs treatment, customers can consult the EU’s official Your Europe shipping and delivery guidance.

14. Delivery to business addresses, hotels and third parties

If you request delivery to a workplace, hotel, serviced apartment, reception desk or another third party, you are responsible for providing accurate recipient and access information and for ensuring that the recipient is authorised to accept the parcel.

For valuable shipments, we may require delivery to an address that can satisfy the carrier’s identification, signature or security requirements.

15. Returns, cancellation and delivery costs

Shipping questions should be read together with our Refund & Returns Policy. For eligible EU distance purchases, consumers generally have a 14-day right of withdrawal beginning when the goods are received, subject to statutory exceptions. Direct return postage may normally be payable by the consumer where the trader has properly provided the required information before purchase.

Where a valid withdrawal applies, EU rules generally require reimbursement of payments received, including standard delivery costs, subject to the rules governing more expensive delivery choices and the statutory conditions for withholding reimbursement until goods are returned or evidence of return is provided.

Nothing in this Shipping Policy is intended to restrict the consumer’s statutory remedies for goods that are defective or not in conformity with the contract.

16. Products that require additional handling

Individual gemstone products can differ in size, value, fragility, certification status and fulfilment requirements. A particular item may therefore be subject to a different carrier or handling arrangement from another product. Where this materially affects delivery, we will provide the relevant information before the order is concluded where required by law.

17. Force majeure and events outside reasonable control

We are not responsible for a delay or inability to deliver caused by an event outside our reasonable control, such as natural disasters, major transport disruption, war, terrorism, government action, border closures, widespread network or carrier failures, or other events that could not reasonably be prevented or overcome.

This clause does not exclude or limit mandatory consumer rights, including rights that apply where a delivery deadline is legally essential or where applicable law gives you a right to terminate a contract following failure to deliver.

18. Your statutory consumer rights

This policy is not a replacement for the law. EU consumer protection rules and national implementing laws can provide rights concerning delivery, cancellation, refunds and conformity that cannot be waived by a website policy.

For goods covered by Directive (EU) 2019/771, the seller is generally liable for a lack of conformity existing at the time of delivery and becoming apparent within two years, subject to the directive and national implementing rules. Member States may provide longer periods or additional protections.

For customers in the United Kingdom, mandatory UK consumer law also applies where relevant. The UK rules include a general 30-day delivery requirement where no different period has been agreed, subject to the statutory exceptions and remedies.

19. How to contact GemsVault about shipping

20. Legal and regulatory framework

This policy has been written to reflect key European consumer-protection principles applicable to online sales of goods, including the delivery and risk provisions of Directive 2011/83/EU on consumer rights and conformity rules under Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods, as implemented through the applicable national law of the country concerned.

For UK customers, this policy is intended to operate consistently with applicable UK consumer legislation, including the Consumer Rights Act 2015 and distance-selling requirements where applicable.

Official references: EUR-Lex · Directive 2011/83/EU · EUR-Lex · Directive (EU) 2019/771 · Your Europe · Shipping and delivery · GOV.UK · Online and distance selling.

21. Policy updates

We may update this Shipping Policy when our fulfilment arrangements, carriers, checkout configuration or applicable legal requirements change. The current version published on this page applies to orders placed after its effective date, subject to any mandatory law that applies to an existing contract.

Effective date: 30 September 2026