Frequently Asked Questions- FAQ

How do I track my orders?

Once your order ships out you will receive a tracking link via your given email address.

What is the shipping process?

All orders are shipped via FedEx. In order to ensure accurate shipping we take extra steps to ship your package securely, safely, and as fast as possible. For safety reasons, delivery issues require adult signatures for all orders. For insurance purposes, we record and take photographs of the jewelry pieces before wrapping them.

Will I be charged for customs on my order?

An additional customs and tax fee can apply only on international orders. We have no control over this fee as it is assessed by your local customs office. Customs policies widely vary between each country, therefore please check your country’s local customs office directly to see if additional fees and duties apply to your order. It is your responsibility to make sure that you pay your local customs office given that some shipping carriers will not deliver your package until the fees are paid.   

I have received a wrong/damaged product, what should I do?

We are extremely sorry if the product has arrived damaged. We do everything to prevent this occurrence by taking several safety steps to ensure the package has been shipped securely. Before shipping the package, the jewelry goes through several quality control steps to meet our standards. However, if you still receive a damaged product, please contact us to help us resolve this as quickly as possible. Please contact us within a week, with photos of the damaged product, your order number, and any additional details you may have about your order. We will get back to you with a solution as soon as possible!

What are the payment methods accepted by AyaGem?

AyaGem accepts all major credit cards, PayPal, and Klarna (a “Buy now, pay later” system, to learn more about Klarna payments please visit their official website at www.klarna.com.) If you have any questions please contact us. 

Is it safe to place an order on ayagem.com?

Yes. To assure safety for all of our customers we use the Fraud Detection service on Shopify, which automatically filters all the payments in the most accurate way possible. We are a registered business based in Los Angeles, USA. Our company is a proud member of prominent organizations in the industry such as American Gem society, Women’s Jewelry Association, American Gem Trade Association. As an alumni of Gemological Institute of America (which is considered to be the world’s foremost authority on diamonds, colored stones, and pearls) I work closely with GIA labs to ensure every gemstone we use for our products meets our clients’ expectations. 

Can I place a custom/personalized order?

We value creativity therefore if you have any jewelry design ideas that you would like, you are more than welcome to contact us via our email and let us know. Once we receive your inquiry we will contact you as soon as possible with more information and we will discuss the design. We DO NOT copy any jewelry piece created by other companies or independent jewelers.

May I return a resized, engraved, or personalized item? 

Unfortunately all types of personalized orders sales are final, therefore we do not accept any returns, refunds, and exchanges for these types of orders.

How do I contact you? 

If you have any questions or concerns you may submit them on our “Contact” page, or if you would prefer you can email us directly at info@ayagem.com. Please provide your full name and the order number (if any). 

Do you ship to PO Box addresses?

Unfortunately we do not, AyaGem does not ship any items to PO Box addresses because every delivery needs an adult signature upon arrival.

What does the AyaGem warranty cover?

We offer a 12 months warranty on our creations (except antique and loose gemstones) which starts from the date of purchase. For more info about the terms and conditions. Please visit our warranty page.

 Aya Gem 

Photograph: GIA gemology tweezers - used for picking up gemstones
© Artin Boghosian