Customer care

Returns & Refunds

Last updated 19 October 2026

We want you to love the gemstone you choose. If it is not right for you, you may return it within 30 days of delivery under the terms below. If you have any questions before sending a return, our team is happy to help.

Returns

Returns must be requested within thirty (30) days of the delivery date. To be eligible, the item must be:

• Unused and in the same condition in which you received it.
• Returned in its original packaging, together with any certificate, laboratory report or card supplied with it.
• Accompanied by your order number or another proof of purchase.

Items we cannot accept

• Bespoke or made-to-order jewellery, including rings, earrings and necklaces customised for you.
• Gemstones that have been set, re-cut, re-polished, treated or otherwise altered after purchase.
• Items returned without the certificate or laboratory report that was supplied with them.
• Sale items: only regular-priced items can be refunded.
• Gift cards.

Return process

1. Contact us first at yalagems@hotmail.com or on WhatsApp (+65 8771 5623), or reply to your order confirmation email, with your order number and the reason for the return.
2. Pack the gemstone securely in its original packaging with its certificate and any documents.
3. Send it to the address below. Please write your order number on the parcel.

Return shipping

You are responsible for the cost of returning your item, and original shipping charges are non-refundable. Because gemstones are valuable, we strongly recommend a tracked and insured shipping service: we cannot be responsible for a return that is lost or damaged before it reaches us.

Refunds

Once your return arrives, we will inspect it and check it against its certificate. We will email you to confirm that we have received it and to let you know whether your refund has been approved.

Approved refunds are made to your original method of payment. Card refunds can take one to two billing cycles to appear on your statement, depending on your card provider.

Late or missing refunds

If your refund has not appeared, please check your bank account again, then contact your card provider or bank, as there is often some processing time before a refund is posted. If you still have not received it, contact us at yalagems@hotmail.com.

Exceptions: defective or damaged items

If your item arrives defective or damaged, please contact us as soon as possible with your order number and photographs. We will arrange a replacement with the same item where available, or a refund.

Need help?

Email yalagems@hotmail.com, call or WhatsApp +65 8771 5623, or visit us at 14 Scotts Road, #01-98, Far East Plaza, Singapore 228213 (Mon–Sat, 9:00am – 6:00pm).