Shipping Policy

PAYMENT AND DELIVERY

Delivery Options:

Free Delivery within Indonesia:
Empathy Gems offers free delivery throughout Indonesia. Customers in Bali can enjoy same-day delivery, while deliveries to other regions typically take 2 to 4 days.

Worldwide Shipping:
We provide free worldwide shipping on orders over $200. Once your order is processed, we will share a tracking number to help you monitor your shipment. Delivery times may vary depending on customs processing in your country.

Security Measures:
Your payment details are protected using advanced security protocols to ensure a safe and secure transaction process.

Confirmation and Receipt:
After placing your order, you will receive a confirmation message with your order details and a receipt.

Feel free to reach out to us with any further questions.

EXCHANGE AND REFUND

Returns and Exchanges Policy

This Returns and Exchanges Policy ("Policy") is part of our Terms of Use ("Terms") and includes all definitions and conditions outlined in the Terms. Any terms not defined here will have the meanings assigned to them in the Terms.

Return Policy

You may return eligible items within 14 (fourteen) calendar days of receiving your order. Returns are subject to approval by Empathy Gems, and we reserve the right to deny a refund at our discretion. Items must be unworn, in their original condition, and include all packaging, instructions, and documentation.

Exchange Policy

Eligible items can be exchanged for another product within 14 (fourteen) calendar days of receipt. Exchanges are subject to approval by Empathy Gems, and we reserve the right to decline an exchange at our sole discretion. Items must be in brand-new condition, unworn, and include all original packaging, instructions, and documents.

Order Cancellation

To cancel your order, please contact us through our "Contact Us" form within 24 hours of placing it. Please note that cancellations cannot be processed once the package has been shipped, as our fulfillment process is swift.

After 14 (fourteen) calendar days, we no longer accept returns or exchanges. Please note that shipping fees are non-refundable.

Jewelry repaired by third-party jewelers is not eligible for return or exchange. Additionally, we cannot offer replacements or refunds for lost or stolen items.

Gift Exchanges

If you received a piece as a gift, it can be exchanged within 14 (fourteen) calendar days of the original purchase date. All exchange requests are subject to approval by Empathy Gems, and we reserve the right to decline an exchange at our discretion. The item must be unworn, in its original condition, and include all packaging, instructions, and paperwork.

Initiating a Return

  • Submit a Request: Use our "Contact Us" form to initiate a return. Our team will guide you through the process.

Return Shipping

Empathy Gems does not cover return shipping costs. Customers are responsible for all associated shipping fees. We recommend using a trackable shipping service, as Empathy Gems cannot guarantee receipt of returned items and is not liable for lost packages.

Processing Refunds or Exchanges

Refunds or exchanges will be processed within 24-72 hours after we receive your package. A confirmation email, including tracking details, will be sent to the email address provided with your original order.