Mission Statement
Guarantee and Global Returns Policy
Privacy Policy
Purchases and Payments
Shipping Policy
Membership of Lapigems.com
Pricing Policies
Site Security
Gemological Organization Memberships and Qualifications
Contact Us
FAQ

CUSTOMER SERVICE

TOLL FREE FROM USA AND CANADA
ON 1 888 281 3678
TOLL FREE FROM THE UNITED KINGDOM
ON 0800 368 6128
TOLL FREE FROM AUSTRALIA
ON 1 800 940 788
DIRECT FROM ALL OTHER COUNTRIES
+254 20 2641700

Mission Statement

This site has two purposes; to be educational with information about the fantastic gems from this part of the world; and to provide you with an opportunity to purchase these gems reliably, safe in the knowledge that you are buying top quality pieces from the source at competitive prices. Customer satisfaction is our top priority. We understand that purchasing off the internet is rather impersonal. Our aim is to provide every customer with a pleasant, convenient and totally reliable shopping experience that retains your confidence every step of the way. With this in mind, A GIA certified gemologist is available to answer all your questions before you purchase, and once you have purchased, if you are not happy with anything you have bought we have one of the industry’s best Guarantees and Global Returns Policies.
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Guarantee and Global Returns Policy

Customer satisfaction is our top priority and we want you to deal with us in an environment of confidence. Please ask as many questions you feel necessary about any merchandise you are considering before buying in order to increase the likelihood of getting exactly what you want. A GIA certified gemologist will answer all your questions. However, in the unlikely event that you are not happy with anything you purchase from us you are fully protected by our Guarantee and Promise:

-Our Promise -

Your complete satisfaction is our foremost concern. We promise:
If for ANY reason you are unhappy with our products or service, you will receive a 100% refund.
Just return the loose gemstone, or jewelry item in its original condition within 10 days of receipt from Fedex.
-NO hidden restocking fees
-NO credit card charges
Just a simple 100% refund!
We also cover all return insurance costs. Simply notify us of the Fedex Tracking number of the return and our insurance company will issue us with full insurance in transit. You have peace of mind that your potential purchase is completely risk free.

- Return Procedures -

We give you a full 10 days to examine your purchase. In the unlikely event that you are not satisfied with the merchandise you receive please contact us immediately (note that the refund period is 10 days from date of receipt - all sales are considered final after this period has elapsed) and ask to be issued with a Goods Return Authorization number. Contact us by emailing us at customerservice@lapigems.com or directly contact the customer service agent allocated to you when you ordered. The system will be updated to show your order as "returning" in your account and the system will issue you with an official Goods Return Authorization number. An email will be automatically sent to you with full and explicit step by step return details. Print out the email and include it in the package you return. Please note that any returned items that are not accompanied by an official Goods Return Authorization number will be returned to you at your expense. Then email us the Fedex Tracking number of the shipment so that we can finalize insurance for it at our cost.
If in the event that you change your mind after purchasing a gemstone and decide that you don't want the merchandise after it has been shipped, but before it arrives, please do not refuse to accept the Fedex delivery. Doing so will mean that you will be liable for brokerage charges and duty incurred upon its return.
Once we receive the goods back into stock we will refund you in full. We do not charge a restocking fee and refunds are issued immediately no questions asked.
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Privacy Policy

In today's world of cyberspace privacy is becoming ever more important as the capacity grows for misuse of information you may provide in the course of doing business. We are committed to keeping any information you may provide in the course of your use of this site or that we may gather about you entirely private. We pledge absolutely not to pass that information on, to disclose it or to allow access of any third party to that information.
We pledge to operate
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Purchases and Payments

You must register as a member first before you can purchase on lapigems.com. Please do this on the members page. Once logged in you will be able to add items that you might like, to a shopping cart by clicking on the "Add to Cart" link displayed in the bottom left hand of every gemstone details page. You may add as many items as you like. Use the View Cart link to check the items in your cart periodically as you browse. When you have finished "shopping" click on the Continue link in your shopping cart to continue to checkout. Insurance in transit is free and subsidized by us. Please then choose your payment option
Option 1 - Pay by credit or debit card. We can accept the following cards:

All our online payments are guaranteed quick, safe and secure. Your credit card details will be instantly and securely authorized by an independent company - 2Checkout.com, based in the USA. This is for your security. State-of-the-art encryption systems are used to protect your card details and as one of the largest companies in their field, with an extensive buyer protection system, they offer maximum and guaranteed security for shopping online.
Option 2 & 3 - Pay by Wire Transfer or Check by Mail. You may also pay by direct wire transfer or by check in the mail if you would prefer. With both these methods we are required to wait until the funds are cleared in our account before shipping your purchase. In the case of a wire transfer this is usually no more than 2 working days but in the case of check by mail this can be several weeks. If you choose options 2 or 3 our shopping cart will remove the purchased gemstones from the public section of the site and put them in an order in your account. A ciustomer service agent will call you within 24 hours to confirm the order and we will then email you an invoice and wiring instructions.
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Shipping Policy

All our shipments are sent worldwide using Fedex International Priority Service. Generally, it takes 3-6 days for your purchases to reach you from the date that you pay on the website. The procedure we adhere to is as follows:
1. You pay and order on the site
2. You will receive a full receipt for your purchase immediately by email with all details of your purchase, including billing and shipping details
3. We email you introducing you to your Customer Service agent in charge of your satisfaction and on hand to answer all your questions
4. We complete all necessary paperwork and contract Fedex to pick up the shipment. Goods are fully insured for transit by our Insurance company
5. We email you the Fedex Tracking Number of your shipment so that you can track it all the way to your door on www.fedex.com. The status of your order changes from “processing” to “Shipped” in your account and an auto track link provided which allows you to auto track your shipment internationally.
The Member's Shipping Package is a gift to members of lapigems.com. Once you sign up to be a member you immediately qualify for the Members Shipping Package which gives you the following perks: Free insurance for your purchases in transit. You accept no responsibility for your purchases until they reach you and you sign for them on delivery by Fedex. Secondly, FREE FEDEX SHIPPING to anywhere in the world. Normally this cost is many times higher and coupled with the cost of insurance can increase the cost of your purchases exponentially. We recognize this and fully pay the shipping and insurance for you.
Once the goods arrive in your country, we can’t be responsible for any customs duties or taxes your government may levy. These remain your responsibility. Note that US residents do not incur any tax or customs duty on purchases of gemstones or jewelry from us due to a trade agreement between our 2 countries which zero rates them. More info here on shipping to the USA. More info here on shipping to other countries around the world.
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Membership of Lapigems.com

Becoming a member of Lapigems.com is free. Membership carries the following perks:
• You will be authorized to purchase on lapigems.com
• View your account history and full details of all orders you make will be stored permanently in your account. Full details of each gemstone/jewelry item will also be stored including all certificates, appraisals and gemstone histories so you can always re-print if you lose the originals in the future.
• You will be authorized to use our “Ask a Gemologist” panel which allows you to direct questions to a GIA Gemologist and receive full and detailed answers to your questions.
• Use our wishlist feature to add items to your wishlist as you browse.
• You will receive periodic special offers which are only visible to members and are not published on the public site
• You will receive our acclaimed gem newsletter designed to keep you informed about the gemstones you are interested in and the industry in general.
• You will be able to put in special requests for custom cutting or for gemstone you might want and we don’t have in our inventory
• You can activate your Earn-A-Gem feature and earn commissions on gem sales.
• You will qualify for our Members Shipping package which awards you FREE fully insured, Fedex Priority service worldwide.
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Pricing Policies

We pride ourselves on offering the very finest gemstones mine direct at extremely competitive prices. Occasionally we also offer a sale price on some of our stones which is a temporary price for a limited period of time. These sales are real deals and once the sale period is over we return the stones to their original prices so are a good opportunity to get an exceptional deal on a very fine gemstone.
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Site Security

McAfee Secure Program
Lapigems.com is tested and certified daily to pass the HACKER SAFE Security Scan by Mcafee. To help address concerns about hacker access to confidential data, the "live" Mcafee Secure mark appears only when a web site meets the strict HACKER SAFE standard set by Mcafee - the industry leader. Our certificate appears in the top right hand of our site and attests to the integrity of lapigems.com’s security standards.
Safesurf & IWatchdog Certified
This certificate indicates that the company/website was certifed and found to meet the criteria requried by the Safesurf & IWatchdog certification programmes.
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Gemological Organization Memberships and Qualifications

International Colored Gemstone Association Member since 1992
Lapigems has been a member of the ICA since 1992. We adhere to the strict code of ethics and conduct laid down by this, the largest Gemstone Association in the world. Lapigems was awarded the coveted Ruby sponsershop award by the ICA in 1996.
Qualifications held from the Gemological Institute of America and the Gemmological Association of Great Britain
Our gemologists hold qualifications in gemology from the world’s 2 leading gemological organizations - the GIA (Gemological Institute of America) and Gem-A (Gemmological association of Great Britain). These, combined with our 30 plus years in the industry are at your service via our acclaimed “Ask a Gemologist” interface.
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Lapigems Gem Company is a member of / staff hold qualifications from the following leading Gemological Organizations

 

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