INTERNATIONAL SHIPMENTS
| Shipping Methods | Shipping Fees | Shipping Timeline | Country Avilablity |
| Express (DHL) | US$99 and above - Free | 5-7 Business Day | ALL main cities worldwide |
| US$49-US$99 - US$9.99 Only | |||
| Below US$49 - US $19.99 | |||
| Standard Shipping | US$49 and above - Free | 8-15 Business day | USA, Canada, UK, France, Germany, Italy, and Australia only. |
| (Local postal service) | Below US$49 - US$6.99 Only |
All orders are shipped directly from our warehouses in Guangdong, China, or Hong Kong.
The estimated shipping time does not include Chinese national holidays, delays on the part of the courier or limited edition launches.
PROCESSING TIME
Our standard processing time for in-stock items is 1-3 business days.
However, for made-to-order or items requiring sourcing of raw materials, production and processing times may vary. Larger orders or product availability may also affect processing times.
Please note that our products are crafted using natural crystals, and limited raw materials may impact production times.
ORDER CANCELLATION
You may cancel an order provided you do so within 24 hours of making the purchase. In such cases, you will receive a full refund.
Pre-orders can be canceled at any time (provided they have not been processed) for a full refund.
CUSTOMS AND IMPORT TAXES
You are solely responsible for all import duties, customs fees, and local taxes that may apply in your country.
If you are unsure about whether or not your purchase will be subject to customs fees, we would recommend contacting your local customs office for more information before placing your order.
If you choose to refuse to pay the customs fee, import duties or local taxes and the parcel is returned, then shipping, handling and return fees (if any) may be deducted from your refund.
ORDER TRACKING
All our shipments are tracked. However, please note that shipment tracking systems sometimes take time to update. If your tracking number does not show any immediate movement on your package, please be patient.
As soon as your order is dispatched you will receive tracking information via the email you used at checkout. We will monitor your parcel’s status to ensure smooth delivery. Photos of the package(s) will be sent to you via email before shipping for your security.
SHIPPING ADDRESS
Products purchased via the Website can only be delivered to a physical street address. We will not process any order for which the delivery address supplied is a post office box or an APO/ FOP address.
Products comprised within the same order cannot be delivered to different addresses.
Incorrect or incomplete delivery addresses supplied by the customer are the responsibility of the client. If the order is returned to us, any costs incurred, as well as the cost of shipping a new order must be borne by the client.
DELAYS IN DELIVERY
Once the product has been consigned to the delivery company, all timings are the responsibility of the carrier. Orvel Gems cannot assume responsibility for any delays (however caused) which occur after the dispatch of the order.
DAMAGED, INCOMPLETE, OR DEFECTIVE ORDERS
Please report any product that arrives damaged or defective to us within 72 hours of receipt.
We use trustworthy and reliable shipping carriers and services. However, sometimes issues occur. While we can assist you with filing a claim, we are not responsible if a shipping carrier loses or damages your package.
PACKING
Each item is thoroughly inspected before being packaged and sent to our customers in premium rigid boxes. We use soft foam padding and bubble wrap to ensure your crystals arrive safely. However, despite our best efforts, accidents may occur during transit.
If that happens, we ask you to send us photos of the package - the box, the product, and the shipping label - immediately.
If you have any questions, please get in touch with us for additional information.