FREQUENTLY ASKED QUESTIONS
At Kesh Gemstone, we believe luxury should come with clarity. Below you’ll find answers to our most common customer questions, divided by topic to help you find what you need quickly and easily.
💎 DIAMONDS & QUALITY
Q: Are your diamonds real and natural?
✅ Yes. We use only 100% earth-mined natural diamonds. No lab-created or synthetic stones.
Q: Are your diamonds treated?
Yes — we enhance some stones using the HPHT (High Pressure High Temperature) process to improve color and brilliance.
This is clearly stated in every listing and always disclosed in the IGL&I certificate.
Q: What is HPHT and is it safe?
🧬 HPHT is a natural-like enhancement that whitens diamonds without affecting durability. These diamonds are still real, and they pass all professional diamond testers.
Q: Are your diamonds certified?
✅ Absolutely. Every diamond item includes a free IGL&I certificate, stating cut, clarity, carat, color, origin, and treatment status.
💍 CUSTOMIZATION & SIZING
Q: Can I request a custom ring or jewelry design?
🎨 Yes! We specialize in custom-made diamond jewelry. Just send us your idea, sketch, or inspiration image — we’ll bring it to life.
Q: Can I choose the diamond shape, color, or clarity?
✔️ Yes. We offer round, pear, oval, emerald, marquise, and radiant cuts, and allow choice of color/clarity if available. For eBay and Shopify, each listing uses fixed quality to maintain consistency.
Q: Can you resize the ring?
📐 Yes, we offer free resizing for most rings. Just mention your required US size during checkout or message us within 12 hours of placing the order.
🚚 SHIPPING & DELIVERY
Q: Do you offer free shipping?
🚚 Yes! We provide free worldwide shipping on all orders — no minimum required.
Q: How long does delivery take?
📦 Typical delivery times:
– USA & Canada: 4–7 business days
– UK & Europe: 5–8 business days
– Australia & Asia: 5–9 business days
– Middle East & Africa: 6–10 business days
– India: 2–5 business days
Note: These are after production, which takes 3–6 business days.
Q: Will I get tracking information?
📲 Yes. We email tracking details as soon as your order is dispatched.
Q: Do you ship to PO boxes or APO/FPO addresses?
DHL and FedEx don’t deliver to PO boxes. For such addresses, we recommend selecting India Post EMS or contacting us first.
🔁 RETURNS & EXCHANGES
Q: Do you accept returns?
✅ Yes. We offer an Easy 14-Day Return Policy for non-custom items.
Items must be unused, in original packaging, and returned with certification.
Q: Which items are not eligible for return?
❌ Custom-made jewelry, engraved items, and resized rings are not returnable, as they’re handcrafted exclusively for you.
Q: Will I get a full refund?
✔️ Once your item is returned and inspected, we refund the full amount minus any express shipping or handling costs.
Q: Can I exchange my item instead?
Yes — we’re happy to offer exchanges for different sizes or styles if the return conditions are met.
🎁 PACKAGING & GIFTING
Q: Do you offer free gift packaging?
🎁 Yes! Every item comes in a premium velvet Kesh Gemstone jewelry box — ready for gifting with no extra charges.
Q: Can I include a personal message or gift note?
📝 Yes. Just leave a note at checkout or email us your message after placing the order.
Q: Will pricing be shown on the invoice inside the box?
🧾 We can exclude price details upon request for gifts. Just message us when ordering.
🧾 CERTIFICATION & AUTHENTICITY
Q: Who issues your certificates?
Our diamonds are graded and certified by IGL&I (International Gemological Laboratory & Institute) — an independent and globally recognized gem lab.
Q: Is the certificate free?
✅ Yes, every item includes a printed, original IGL&I certificate — at no extra cost.
Q: Can I request a sample certificate before purchase?
Yes — just ask! We’ll send you an image or PDF of a sample grading report.
🛡 WARRANTY & SUPPORT
Q: Do your products come with a warranty?
Yes. We offer a limited warranty covering manufacturing defects (excluding accidental damage, misuse, or stone loss).
Q: What if my item arrives damaged or incomplete?
📩 Contact us within 48 hours of delivery with unboxing photos, and we’ll arrange a repair, replacement, or refund.
Q: How can I reach customer support?
You can contact us at keshgemstone@gmail.com or WhatsApp us at +91 9821970316 — we respond quickly and personally.
🛒 ORDERING & PAYMENTS
Q: What payment methods do you accept?
💳 We accept credit/debit cards, PayPal, and Shopify Payments. For eBay or Etsy orders, payment is handled through their platform.
Q: Can I change my order after placing it?
Yes, but only if the item hasn’t gone into production. Contact us within 12 hours to request changes.
Q: Can I cancel my order?
Orders can be cancelled within 12 hours of placement. After that, cancellations may not be possible if production has started.
💬 STILL HAVE QUESTIONS?
No problem! We’re always happy to assist you.
📧 Email: keshgemstone@gmail.com
📞 WhatsApp: +91 9821970316
🌐 Website: www.keshgemstone.com
We’re here to help — before, during, and after your purchase.