Effective date: 29 Oct 2025
1. Overview
We at EON GEMS craft and ship gemstone and jewellery orders from our Jaipur workshop. This Shipping Policy explains processing times, shipping methods, delivery estimates, tracking, customs and duties, and what to do if something goes wrong. For questions, contact us at +91-8769104410 or GAURAV@EONGEMS.COM.
2. Order processing & fulfilment
• Processing time: Most orders are processed and dispatched within 2–7 business days from the date the order is confirmed, depending on product availability and whether the item is custom-made. Larger or bespoke manufacturing orders (CAD/CAM or custom gemstone settings) may require longer production time — we will show the expected dispatch date on the product or during checkout.
• Order confirmation & shipping notification: You will receive an order confirmation by email immediately after purchase and a shipping confirmation email (with tracking number) once the package leaves our facility.
3. Shipping methods & estimated delivery times
We ship via trusted national and international couriers. Exact courier choice will depend on your location, order size, and selected service at checkout.
A. Domestic (India)
• Typical delivery after dispatch: 2–7 business days depending on courier and destination city.
• Faster courier options (same/next-day or express) are available at checkout where supported.
B. International
• Typical dispatch window: 3–10 business days (may be longer for custom orders).
• Estimated delivery after dispatch: 7–30 business days depending on the destination country, courier, and customs processing. Some remote countries may take longer.
Note: These are estimates only. Transit times can be affected by holidays, customs clearance, weather events, and courier operational issues.
4. Shipping rates & free shipping thresholds
• Shipping charges are calculated at checkout and depend on weight, dimensions, destination, and selected speed.
• If you offer free shipping thresholds or flat-rate shipping, add your specific rules here (e.g., “Free shipping on domestic orders over ₹X”). (Edit before publishing.)
5. Customs, import duties & taxes (International orders)
For international shipments, the recipient is responsible for any customs duties, import taxes, brokerage fees or other charges levied by the destination country. These fees are determined by the local customs authority and are outside EON GEMS’ control. We recommend customers check local customs rules before ordering.
6. Tracking your order
Once your order ships we will email you a tracking number and a link to the courier’s tracking page. If tracking is not updating or you have a delivery question, first check with the courier using the tracking number – if you need help, contact our support with your order number.
7. Delivery problems (lost, damaged, incorrect address)
A. Damaged on arrival
If your parcel arrives damaged, please:
- Keep all original packaging.
- Take clear photos of the packaging and product (including any damage).
- Contact us within 48 hours of delivery at GAURAV@EONGEMS.COM or WhatsApp +91-8769104410 with photos and your order number. We will initiate a claims process with the courier and work with you to repair, replace, or refund per the outcome.
B. Lost in transit / not delivered
If tracking shows delivered but you did not receive the parcel, contact your local post/courier office with the tracking number immediately, then notify us so we can open an investigation with the courier. If the courier confirms loss, we will follow our claims procedure to replace or refund the order (subject to investigation).
C. Incorrect or incomplete address
If you entered the wrong shipping address, contact us immediately. If the parcel has not shipped we will update the address. If the parcel has already shipped, additional charges may apply for rerouting or return-to-sender. EON GEMS is not responsible for parcels returned due to an incorrect address provided at checkout.
8. Failed delivery attempts & storage
Couriers may make 1–3 attempts depending on their policy. If the package is returned to us because of failed delivery or refusal, you will be contacted to arrange reshipment. Additional shipping charges will apply for reshipment unless the failure was the courier’s fault.
9. Returns, exchanges & cancellations
• Please review our separate Returns & Exchanges policy (link/insert here). For jewellery items that are custom-made or engraved, returns may be limited — we will state this clearly on product pages.
• Cancellations: If you need to cancel, please contact us immediately. If the order has already been shipped or is a custom-made item, cancellation may not be possible or may incur charges.
10. Insurance
High-value orders can be insured during shipping on request. If you want shipping insurance, mention this at checkout or contact us before dispatch and we’ll provide options and pricing.
11. Contact & location
EON GEMS — Jaipur workshop & office.
- Address: 395, Attar Bhawan, Hanuman Ji Ka Rasta, Tripolia Bazar, Jaipur.
- Phone / WhatsApp: +91-8769104410
- Email: GAURAV@EONGEMS.COM.