Customer Service

Made to Order Items

Whilst we try our best to keep all of our rainbow sapphire items in stock at all times, we do not have everything in stock at all times. Currently due to covid and supply delays we are experiencing delays and require 3-4 weeks (most of the time its 2 weeks) to perfectly hand make your piece of jewelry from start to finish. Whilst we understand this may seem like a long time it is the time necessary to perfectly allow our talented artist jewelers to calmly, slowly do their work with as little stress and pressure as possible.

Shipping Worldwide

Shipping to all our valued customers is free of charge worldwide for all orders over $500.

$30 USD shipping fee for all orders under $500.

Gold & Silver Jewelry

For our gold orders we ship using UPS express couriers and will take 3-7 days from the time your item leaves our offices.

We cannot ship to PO BOX using UPS and we require a valid phone number for delivery.

All shipments require signature upon delivery, no exceptions.

In the unlikely event that you return our items then our actual shipping and insurance costs will be deducted from your total refund.

Privacy & Security

Rainbow Sapphire Jewelers is strongly committed to protecting the privacy of users of its website. Our aim is that all visitors whose personal data is processed by Rainbow Sapphire Jewelers shall at all times feel confident that their privacy and confidentiality is respected and that due care is taken with respect to such personal data.

The purpose of this Rainbow Sapphire Jewelers privacy policy is to inform you, as a welcome visitor to the Rainbow Sapphire Jewelers website, what kinds of information we may gather about you when you visit, how we may use that information, whether we disclose it to anyone, and the choices you have regarding our use of, and your ability to correct, the information.

Collecting information about all website Visitors

Our service automatically gathers certain usage information like the numbers and frequency of visitors to the Rainbow Sapphire Jewelers website and its areas, very much like television ratings that tell the networks how many people tuned in to a program. We only use such data in the aggregate, and they are not tied to any personally identifying information. This collective data helps us determine how much our visitors use parts of the website, so we can improve our website to assure that it meets your needs.

For example, Rainbow Sapphire Jewelers may use a technology nicknamed "cookies." Cookies are small data files that are downloaded onto your computer when you visit our website and that automatically identify your browser to the Rainbow Sapphire Jewelers server whenever you interact with our website. We may use cookies to tell us how and when pages in our website are visited, and by how many visitors. We may use this information to monitor visitor interest in our range of products and services and to assist us in tailoring the content of this website to our online visitors' needs. Rainbow Sapphire Jewelers cookies do not collect personally identifiable information and we do not combine information collected through cookies with other personally identifiable information to tell us who you are or even what your screen name or e-mail address is. The "help" portion of the toolbar on most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. However, you may not be able to use some important features of our website if you do not accept cookies.

Information about you

We may ask you to provide us with personal information on a voluntary basis in certain areas of our website, such as in connection with registering. In particular, you may be asked to provide your name, telephone number, and email address, work address and telephone number. You can always choose not to provide such information, but then you might not be able to register or take advantage of some of our features. We use the personally identifiable information that you provide for such purposes as improving our product recommendations, responding to your requests, customizing future offers for you, communicating with you, and sending you information about Rainbow Sapphire Jewelers (provided that you have not opted out as described below). In addition, Rainbow Sapphire Jewelers may use personally-identifiable information to conduct other legitimate business activities, such as protecting the security of the website and of Rainbow Sapphire Jewelers networks, guarding against potential liability, responding to a court order or subpoena, preventing fraud, complying with law, and complying with a legally permitted inquiry by a government agency or regulator.

Maintaining client privacy in business relationships with third parties

We do not disclose any personally identifiable information, including information about your individual visits to the Rainbow Sapphire Jewelers website or information, such as your name, address, e-mail address or telephone number, to any outside companies. We may employ other companies and individuals to perform functions on our behalf. Examples include sending postal mail, providing marketing assistance, processing credit card payments, and providing customer service. They have access to personal information needed to perform the functions we have asked them to, but may not use it for other purposes.

We release account and other personal information when we believe release is appropriate to comply with law; enforce or apply our Conditions of Use and other agreements; or protect the rights, property, or safety of Rainbow Sapphire Jewelers, our website visitors, or others. This may include exchanging information with other companies and organizations for fraud protection.

Disclosure of privacy principles to clients

You have a right to know about the personally identifiable information that Rainbow Sapphire Jewelers holds about you. You also have a right to correct, amend or delete the information that Rainbow Sapphire Jewelers holds about you if it is incorrect. If you wish to exercise these rights please contact us using the information provided in the “Contact Us” section below.

Security

This website incorporates appropriate safeguards to protect the security, integrity, completeness, accuracy and privacy of the personal information we have collected and we have put in place reasonable precautions to protect information from loss, misuse and alteration. Our security and privacy policies are periodically reviewed and enhanced as required and only authorized individuals have access to the information you provide us.

External Links

Please note that this policy applies only to the Rainbow Sapphire Jewelers website, and not to other companies' or organizations' websites to which we may link. We have clearly marked the Rainbow Sapphire Jewelers website with our logo so you know where this policy applies. When you click on one of these links, you will be transferred out of our website and connected to the website of the organization or company that you selected. If you visit a website that is linked to our website, you should consult that website's privacy policy before providing any personal information.

Acceptance of Terms.

1. Electronic Signature. This Privacy Policy is an electronic contract that governs your use of this website. By using this website, you accept and consent to the practices described in this Privacy Policy.
2. Electronic Form. When you use this website, you consent to have this Privacy Policy provided to you in electronic form.
3. Non-electronic Copy. You have the right to receive this Privacy Policy in non-electronic form. You may request a non-electronic copy of this Privacy Policy at any time. To receive a non-electronic copy of this Privacy Policy, please send a request using the information provided in the Contact Us section.
4. Withdrawing Your Consent. You have the right at any time to withdraw your consent to have this Privacy Policy provided to you in electronic form.
   1. Effect. You may withdraw your consent to have this Privacy Policy provided to you in electronic form. To withdraw your consent and/or request a non-electronic copy of this Privacy Policy, please send us your withdrawal notice using the information provided in the Contact Us section.
   2. Prospective Nature. Your withdrawal of consent shall be effective within a reasonable time after we receive your withdrawal notice. Your withdrawal of consent will not affect the legal validity or enforceability of the Privacy Policy provided to, and electronically signed by, you prior to the effective date of your withdrawal.
5. Updating Your Information. If you need to update any of your online and/or off-line contact information, please contact us using the information provided in the Contact Us section.

Access and Retention

In order to access and retain this electronic Privacy Policy, you must have access to the Internet, either directly or through devices that access web-based content, and pay any service fees associated with such access. In addition, you must use all equipment necessary to make such connection to the Internet, including a computer and modem or other access device. Please print a copy of this document for your records. To retain an electronic copy of this Privacy Policy, you may save it into any word processing program.

We will notify you of any changes in the hardware or software requirements needed to access and/or retain this Privacy Policy that create a material risk that you will not be able to continue to access and/or retain this electronic Privacy Policy.

Limiting employee access and confidentiality of information

All Rainbow Sapphire Jewelers employees are educated about the importance of privacy and confidentiality. Only those employees having a business reason for knowing such information have access to personally identifiable information.

Only authorised personnel will be permitted access to information which you provide to the Rainbow Sapphire Jewelers . All information collected or passing through our systems will be treated in accordance with relevant legislation or other legal requirements for the protection of the confidentiality, privacy or secrecy of that information.

We will ensure that appropriate safeguards are in place and that, as necessary, the classification of information is undertaken in accordance with identified policies. We will keep the amount of your information collected by, stored on or passing through our systems to an absolute minimum and will only use information for the purpose for which it is provided.

Rainbow Sapphire Jewelers privacy policy changes

Rainbow Sapphire Jewelers may modify this Privacy Policy at any time, at our discretion, without prior notice. If we decide to change our privacy policy for the Rainbow Sapphire Jewelers website, we will post those changes here so that you will always know what information we gather, how we might use that information and whether we will disclose it to anyone. You will receive an email notification of any such changes and will be required to electronically sign a revised version of this Privacy Policy.

Contact Details

Returns & Refunds

The Rainbow Sapphire Jewelers website (www.rainbowsapphirejewelers.com) is operated by BKK Gemstones Co. Ltd (referred to as "we/our/us/Rainbow Sapphire Jewelers"). Rainbow Sapphire Jewelers is committed to producing and selling high-quality products. If for any reason you are not completely satisfied with our product, we are happy to offer a full refund or exchange within 7 days of the delivery date. This excludes shipping and insurance charges. Customized and personalised products are subject to additional conditions and return charges.

Refund of shipping and insurance charges will be calculated based on location the item is delivered to and can be requested in writing at time of purchase. For example, if a customer in France purchases a $2,000 USD ring and they decide to return the ring for a full refund our shipping and insurance costs we spend to ship the item is approximately $42 USD (as the fee for shipping during checkout is $25 USD flat rate). Shipping fee is not based on the amount charged at the point of checkout as to simplify the checkout process we either absorb the shipping and insurance related costs for USA, Canada, UK and AU or minimize the expense for all other countries with our flat rate fee. This fee does not relate to actual costs we incur during the shipping and insurance process.

If our product is defective in any way, you may return it within 30 days of delivery for a refund, a repair, or a replacement. Please note that our offer to replace products and/or refund your money does not apply to damage caused by accident, neglect, misuse, dropping, or damage resulting from inappropriate exposure to any kind of destructive or abrasive chemical environments.

Our 365 Day Guarantee means we will provide you the raw materials for 365 days from the date of purchase in the unlikely event that a stone or diamond falls from its setting. This dosnt mean we will provide a refund for 365 days or pay for the repair of the item. Please take detailed photos of the item and email it to us so we can determine the correct color to send for replacement. All replacement stones will be sent registered airmail within 24hrs of photos being received, sooner where possible.

Return policy

Returning under 7-days EU Distance Selling Directive

If you are dissatisfied with our delivery, you may cancel your order within 7 working days following the day on which you received the product. The product must be returned complete; unworn, unused, and with the original box, packing and accessories and, with all of the original certificates. Rainbow Sapphire Jewelers will issue a full refund for the price you paid for the product. The total for any return shipping, insurance, or customs fees, as well as any unpaid onward delivery charges will be deducted from your refund.

Returning under 30-days faulty product guarantee

If our product is defective, you may return it within 30 days of delivery for a refund, exchange, replacement, or repair. The total for the return and onward shipping costs will be charged to your account.

Return procedures

Returning your order to Rainbow Sapphire Jewelers is a simple and a straightforward process:

1. Log into your Rainbow Sapphire Jewelers account and access the Returns Center where you will be given your RMA number. If you do not have an account please contact your customer service representative for your RMA number.
2. Make sure your return is packed safely and securely. Please do not write jewelry, diamonds, gemstones, gold or any related words on the parcel in order to protect against possible theft during transportation.
3. Shipping for returned products should be pre-paid and sent via UPS,Express, or USPS Priority Mail for tracking/confirmation and insurance purposes. We assume no liability for loss or damage of returned packages.
4. Please ship your return to the following address:
   Rainbow Sapphire Jewelers 77 Lackey Street, Merrylands, NSW, Australia 2160

Refunds for personalized or custom made items

Rainbow Sapphire Jewelers will refund an order for customized and personalized products subject to restocking charges which will be deducted from your refund or charged to your account in case of an exchange as a service fee:

• 1% of the total item sale price or minimum of USD 10.00 - will be deducted from your refund for any alteration made such as engraving, ring re-sizing (excluding specific designs which can not be resized), additional hallmarking, specific lab reports, and collectively personalized products.
• 15% of the total item sale price or minimum of USD 100.00 will be deducted from your refund for any customizations made such as, material variations, tailored sizing requiring the use of additional materials or manufacturing, and collectively customized products.

Important limitations

Rainbow Sapphire Jewelers will only accept returned deliveries after activation of the return merchandise authorization (RMA) number through your online account or via email. Any returned products that are not accompanied by an official RMA number will be refused and sent back to you at your expense. You should not write jewelry, diamonds, gemstones, or gold, anywhere on the package, as this invites possible theft of the parcel.

Rainbow Sapphire Jewelers cannot accept returns if they are delivered by hand or via an unauthorized carrier. Rainbow Sapphire Jewelers experts will inspect the returned contents for any signs of wear, or damage before issuing refunds, replacements or credits. You should be aware that once the return process begins you will not be able to cancel any additional contracts you may have with Rainbow Sapphire Jewelers until the return process is complete. You will be responsible for the costs of returning the product, which will be deducted from your refund unless Rainbow Sapphire Jewelers delivered the wrong product to you, or if the product is damaged or defective upon arrival.

Your statutory rights

Rainbow Sapphire Jewelers complies with the the EU Distance Selling (Directive 97/7) as ratified by part of the Consumer Protection (Contracts Concluded by Means of Distance Communications) Regulations 2000.

Under the Consumer Protection (Distance Selling) Regulations you may cancel your order for any reason within 7 working days following the day on which you receive the goods. This applies to all of our products except for custom-made items.

Terms & Conditions

Rainbow Sapphire Jewelers provides this site (http://www.rainbowsapphirejewelers.com) as a useful resource for jewelry shopping, and a retail location for certified color gemstones and fine jewelry. These are the terms of use for our Web site for orders shipping to International addresses.

Please read these terms and conditions ("Terms and Conditions") carefully. By using this Web site, you agree to be bound by the Terms and Conditions described below. If you do not agree to all of these terms, please do not use this Web site or make any purchase from it. This website (http://www.rainbowsapphirejewelers.com) is operated by BKK Gemstones Co Ltd (referred to as "we/our/us"). As a user of this website (referred to as "you/your") you acknowledge that any use of this website by you including any transactions you make ("use/using") is subject to our Terms and Conditions below (which includes any other important hyper-linked sections e.g. Returns, Security and Privacy Policies.)

These Terms and Conditions govern your use of, and any purchase from, the Rainbow Sapphire Jewelers Web site, and constitute an agreement between you and Rainbow Sapphire Jewelers. Rainbow Sapphire Jewelers reserves the right to change or modify any of these Terms and Conditions or any policy or guideline of this site at any time, and in its sole discretion. Any changes or modification will be effective immediately upon posting of the revisions on this site. Your continued use of this site following the posting of its changes or modifications will constitute your acceptance of such changes or modifications. Therefore, you should frequently review these Terms and Conditions and any other applicable policies from time-to-time to understand the terms and conditions that apply to your use of this site. If you do not agree to the amended terms, you must stop using this site.

Product specifications and illustrations

The products displayed on this website are not shown to actual size nor are their images binding as to detail. Some products may appear slightly larger or smaller than actual size due to screen defaults, photography and 3D rendering techniques. Other products may be represented at a larger than actual size in order to clearly show details, or smaller than actual size in order to show the entire item, and your attention is drawn to the product details and content where given

All descriptions, weights, sizes and measurements of goods are approximate and you may not rely on their accuracy. Accordingly, any such description shall not form part of this Agreement.

Importer of Records

You may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you, since we have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Rainbow Sapphire Jewelers, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

Right of cancellation, returns and substitutions

We reserve the right to cancel your order if one or more of the products you ordered was listed at an incorrect price due to a typographical error in the pricing information received by us from our suppliers or for any other reason; or a Force Majeure Event occurs. If we do cancel your order we will notify you by e-mail and will offer an alternative replacement product or refund to you any amounts paid to us as soon as possible and in any event within 30 days of your order.

We shall not be obliged to offer any additional compensation for disappointment suffered and we shall have no liability to you for any loss, damage, costs, expenses or other claims that you may incur.

Except for the products that are custom works or special orders, you will be entitled to cancel your order by written notice to us. You do not need to give us any reason for cancelling your order, nor will you have to pay any penalty. Products that are custom works or special orders cannot be cancelled or returned.

We comply with the the EU Distance Selling (Directive 97/7) as ratified by part of the Consumer Protection (Contracts Concluded by Means of Distance Communications) Regulations 2000. If you exercise the right to cancel or a right to return the product(s), then the procedures outlined in our Return Policy must be followed.

365 Day Guarantee

Rainbow Sapphire Jewelers

We offer a 365 day guarantee on all of our jewelry purchase through our website (excluding clearance items). This means if your jewelery looses a stone or diamond we will send a replacement stone or diamond free or charge to anywhere in the world. Please simply provide us with your order number and clear photos of the missing stones or diamonds and we will perfectly match the color and get the required stones in the mail within 24hrs or whenever the stones become available.

Our guarantee does not cover express shipping, labor involved for the repair and does not entitle you to an exchange or refund for the abovementioned period.

Registered airmail is provided free of charge worldwide and will take between 10-16 business days to arrive. Once shipped we will provide you with a tracking number and you can follow the replacement stones from our office to your door. Simple, easy and our way to show you we really do care.