Payment Methods & Return Policy

Payment Methods & Return Policy

Accepted Payment Methods

💳

Credit/Debit Cards

  • Visa
  • Mastercard
  • American Express
  • JCB
  • Diners Club

Secure processing via Stripe with 3D Secure authentication.

📱

Digital Wallets

  • Apple Pay
  • Google Pay
  • Alipay
  • WeChat Pay

Instant checkout for faster purchases.

🏦

Bank Transfers

  • International wire transfers
  • SWIFT payments
  • Chinese domestic transfers

For orders over $5,000 (contact us for details).

Note: All prices are displayed in USD. Your bank may apply currency conversion fees for non-USD transactions.

Payment Security

  • 256-bit SSL encryption for all transactions
  • PCI-DSS compliant payment processing
  • We never store your full credit card details
  • Verified by Visa/Mastercard SecureCode protection

Order Confirmation

You'll receive an order confirmation email immediately after successful payment.

Our team will verify your order details within 24 business hours (excluding weekends/holidays).

For custom pieces, we'll send production approval before beginning work.

Returns & Refunds Policy

Important Distinction:

Our policy differs between loose gemstones and custom jewelry due to their unique nature.

Loose Gemstones Return Policy

  • 7-day return window from delivery date
  • Item must be unset, unworn, and in original condition
  • Original packaging and certificates must be included
  • Return shipping cost is customer's responsibility
  • Refund processed within 5 business days of receipt

Email returns@gembear.com with your order number and reason for return

We'll provide return instructions and shipping address

Ship the item with tracking and insurance (we recommend coverage equal to item value)

Refund issued to original payment method after inspection

Custom Jewelry Policy

Custom pieces cannot be returned or exchanged as they are made specifically to your requirements.

  • No cancellations once production begins (typically 1-2 business days after approval)
  • We provide detailed CAD designs for approval before crafting
  • Exceptions only for manufacturing defects (see below)

Refund Processing

  • Credit card payments: 3-10 business days to appear on your statement
  • Digital wallets: Typically 1-3 business days
  • Bank transfers: 5-15 business days depending on your bank

Manufacturing Defects

In the rare case of quality issues:

  • 1-year warranty on all craftsmanship
  • Contact us within 7 days of delivery with clear photos
  • We'll cover return shipping for verified defects
  • Choose between repair, replacement, or full refund

Special Notes for International Customers:

  • Refund amounts may be adjusted for any customs duties you claimed back
  • Original shipping costs are non-refundable
  • Ensure proper documentation for return shipments to avoid customs delays

Order Cancellations

  • Before production: Full refund available (100%)
  • During production: Partial refund based on work completed
  • After shipment: Cannot cancel (must follow return policy)

Important: For custom pieces, a 30% restocking fee applies if cancelled after CAD approval but before production begins.

Contact Our Support Team

For any payment or return inquiries:

  • Email: slsongliang@gmail.com (response within 24 hours)
  • WhatsApp: +86 16620979488 (business hours GMT+8)
  • Live Chat: Available on our website 9:00-18:00 Beijing time