Shipping & Returns

Global Shipping & Insurance

We provide insured delivery to Czechia, the European Union, the United States, Canada, the United Kingdom, and selected international destinations available at checkout.

The delivery times below are estimated transit times in business days after dispatch. They do not include order preparation, independent laboratory certification, bespoke production, weekends, public holidays, customs processing, or delays outside the carrier's control.

Shipping charges and free-shipping eligibility are calculated automatically according to the delivery country, market currency, and final order value.

The shipping rate, currency, delivery estimate, and free-shipping threshold displayed at checkout are the final terms applicable to the order. If your destination is not available at checkout, please contact us before placing an order.

Order Processing and Dispatch

In-stock products are prepared for secure dispatch after payment and order verification. Unless another delivery period has been agreed, in-stock products will be delivered within a maximum of 30 days from order confirmation.

Certain orders require additional preparation time:

• Bespoke and custom-made jewelry: Production time depends on the design, materials, stone setting, and workshop schedule. The expected timeframe is confirmed individually.
• Independent laboratory certification: Delivery depends on the processing schedule of the selected laboratory, such as GIA, IGI, Gübelin, or SSEF.
• Stones sourced on request: Specially sourced gemstones may have an individually agreed delivery period.

When an extended delivery period applies, the expected timeframe will be communicated individually. Confirmation of a bespoke, certification, or sourcing request constitutes acceptance of the stated delivery timeframe.

Tracking, Insurance and Secure Delivery

Every shipment includes tracking and insurance for its declared commercial value. Tracking details are sent by email after dispatch.

High-value orders may require additional identity or delivery verification, signature by the named recipient, or the use of a specialist secure carrier. Where special delivery arrangements are required, we will contact you before dispatch.

Please provide a complete delivery address, telephone number, and email address. Additional shipping, storage, or return costs caused by an incorrect address, an unclaimed parcel, or an unjustified refusal of delivery may be charged to the customer.

Duties, Taxes and Customs

European Union

Orders using our European Union delivery method are shipped within the EU. No import customs clearance applies to delivery between EU member states.

United States

Our United States shipping method includes applicable import duties and taxes. No additional import charge should be collected from the recipient upon delivery.

Canada, the United Kingdom and Other International Destinations

Unless checkout expressly states that duties and taxes are included, shipments to destinations outside the European Union and the United States are generally delivered on a DAP basis under Incoterms® 2020.

The recipient is responsible for import VAT, customs duty, brokerage fees, handling charges, and customs clearance costs imposed by the destination country. These charges are determined by local authorities and are not included in the SOSNA Gems shipping rate.

International shipments are declared at their full commercial value and accompanied by the required commercial and customs documentation. We cannot declare a lower value or mark a commercial purchase as a gift.

Customs procedures may extend the estimated delivery time. Delays caused by customs authorities, local import restrictions, or information requested from the recipient are outside our direct control.

Damaged, Opened or Incomplete Shipments

Please inspect the parcel before accepting delivery whenever possible. If the packaging appears damaged, opened, or tampered with, ask the carrier to record its condition in writing. Where appropriate, refuse the parcel or accept it only with a written reservation on the delivery record.

Please contact us within 48 hours if:

• the parcel or security seal is damaged or appears to have been opened;
• an item or accompanying document is missing;
• the contents do not correspond with the order confirmation;
• a gemstone does not correspond with its accompanying report number, weight, or dimensions.

Keep the shipping box, labels, packaging, security materials, and accompanying documents. Photographs of the parcel and its contents may be required to support an insurance claim.

The 48-hour notification period applies to transport-related discrepancies. It does not limit statutory rights relating to defects discovered later.

Returns & Refunds

Eligible products may be returned within 14 days of delivery. EU consumers also have the statutory right to withdraw from an eligible distance contract within 14 days, subject to the applicable legal exceptions.

How to Request a Return

1. Contact us at sale@sosnagems.com within 14 days of delivery.
2. Include your order number and identify the product you wish to return.
3. Wait for our secure return address and shipping instructions. Do not send a return without prior instructions.
4. Package the product securely and return it using a tracked service insured for its full value.

EU consumers must dispatch an eligible returned product no later than 14 days after notifying us of their decision to withdraw.

Return Conditions

To qualify for a return, the product must be:

• unused and unworn;
• in its original condition and packaging;
• returned with the original security seal intact, where one was applied;
• accompanied by all original laboratory certificates, reports, documentation, accessories, and presentation materials;
• identifiable as the original product supplied by SOSNA Gems.

The customer remains responsible for the returned product until it has been delivered to us. Return shipping costs are paid by the customer unless the product was supplied incorrectly, arrived damaged, or is confirmed to be defective.

Customs duties, import taxes, brokerage fees, and clearance charges paid directly to a government authority or carrier are not collected by SOSNA Gems and cannot be refunded by us. You may need to apply separately to the relevant authority for reimbursement.

Products Excluded from Return

Subject to applicable law, the following products or services are excluded from return once the relevant work or process has begun:

• custom-made, bespoke, engraved, resized, or otherwise personalized jewelry;
• gemstones recut, repolished, treated, mounted, or otherwise altered at the customer's request;
• gemstones submitted for independent laboratory certification at the customer's request once the certification process has started;
• products modified, damaged, substituted, or returned without their original documentation or security seal;
• investment gold and other precious-metal products whose price depends on financial-market fluctuations, where applicable law excludes the right of withdrawal.

These exclusions do not affect your statutory rights where a product is faulty, damaged, or does not conform to the contract.

Return Verification

Every returned gemstone or jewelry item undergoes physical and, where appropriate, gemological verification. The returned item may be compared with its original report number, weight, dimensions, identifying inclusions, security seal, and other recorded characteristics.

This verification protects both the customer and SOSNA Gems by confirming that the returned product is the same item that was originally dispatched and that it has not been altered or substituted.

Refunds

Refunds are processed after the returned product has been received and successfully verified. Reimbursement will be completed within the timeframe required by applicable law.

Refunds are generally returned through the original payment method. Purchases made using cryptocurrency are refunded according to the separate cryptocurrency refund provisions in our Terms & Conditions.

For non-EU returns, original outbound shipping charges are not refundable unless the product was faulty, damaged, or supplied incorrectly.

For EU consumers, reimbursement of standard outbound delivery costs is handled in accordance with applicable consumer law. Additional charges paid for a premium delivery method are not refundable beyond the cost of the least expensive standard delivery method offered.

If a returned product shows wear, damage, alteration, a broken security seal, missing documentation, or handling beyond what is reasonably necessary to inspect it, an appropriate reduction may be applied to the refund where permitted by law.

Exchanges

Please contact us before returning a product for exchange. Exchanges depend on availability and may be processed as a return followed by a new order.

Legal Information

This page provides a practical summary of our shipping and return procedures. It does not limit any mandatory consumer rights applicable in the customer's country.

Please also review our Terms & Conditions and, for EU consumers, our Right of Withdrawal. If there is a discrepancy, the Terms & Conditions and applicable mandatory law take precedence.

Questions About Shipping or Returns?

For assistance with delivery, insurance, customs, or returns, contact us at sale@sosnagems.com.