Shipping policy
Shipping Policy
Getting your piece safely to you.
Every order is packed with care and ships free within the United States. Here's what to expect once you've placed yours.
When can I expect my order?
We process orders within 1–3 business days. Orders placed on weekends or holidays are processed on the next business day. Most orders arrive within 4–8 business days in total. Some of our pieces ship from local stock, while others come directly from our trusted artisan workshops. That's why some orders arrive a little sooner than others.
Delivery can occasionally take longer during holidays, busy periods, or due to carrier delays.Parcels are delivered by USPS, UPS, or FedEx, depending on your location.
Shipping Rates
- Free standard shipping on all orders — no minimum spend.
- Secured shipping: $9.99 (optional) — adds insured, free replacement by lost or dammage.
Your shipping options and final cost are shown at checkout before you pay.
Tracking Your Order
As soon as your order ships, we'll email you a tracking number so you can follow it on its way to you.
Tracking not updating? This is normal in the first stage of the journey. Please allow 1–7 business days for tracking information to appear and start updating. In rare cases tracking stays quiet for longer, but your order is still on its way.
If you haven't received a tracking number within a few days of ordering, please check your spam folder first, then contact us at hello@claras-gemstones.com.
If tracking hasn't moved at all after 7 business days, we recommend contacting the carrier directly as a first step — they hold the most up-to-date information. We're happy to help if that doesn't resolve it.
My delivery time has passed — where is my order?
Most orders arrive within the estimated window, but delays do happen — especially during holidays or peak periods.
If your order hasn't arrived 3 business days after the expected delivery date, please email us at hello@claras-gemstones.com with your order number and we'll look into it for you.
Customs, Duties & Taxes
For orders shipped within the United States, no customs charges apply.
Some of our pieces are sent directly from our artisan workshops abroad. In the rare case that any import duties or taxes are due, these are the customer's responsibility and are not included in the price you paid at checkout.
Wrong or Incomplete Addresses
Please double-check your shipping address at checkout. We're not able to reroute a package once it has shipped, and we can't be responsible for orders delivered to an address that was entered incorrectly.
If a package is returned to us because of an incorrect or incomplete address, we'll contact you to arrange reshipment. A reshipment fee of $15 applies to cover the courier costs — this applies even though your original order shipped free. Reshipment is arranged only after you've confirmed and the fee has been paid.
If the package is not returned to us — for example, if it's destroyed or disposed of by the carrier — we're unfortunately not able to issue a refund or replacement.
Refused or Uncollected Parcels
If a parcel is refused at the door, or left uncollected at a post office or pickup point and returns to us, we'll gladly refund you minus a $15 handling fee, which covers the outbound and return shipping we've already paid. If you'd prefer us to resend it instead, we'll arrange that with you.
Please track your shipment and collect your parcel in time — carriers only hold packages for a limited period, and once a parcel is destroyed or disposed of by the carrier, we can't offer a replacement or refund.
Marked as Delivered but Not Received
If tracking shows your parcel as delivered but you can't find it, please:
1. Check around your property, with neighbours, and at your building's mailroom or reception — parcels are often left in a safe place.
2. Contact the carrier directly. Once a parcel has shipped, it's in the carrier's hands, and they're the ones who can open an investigation.
3. Contact us within 7 days of the delivery date at hello@claras-gemstones.com with your order number.
We'll then submit a claim to the carrier on your behalf. Please note that carrier investigations typically take 4–10 business days, and we'll be in touch as soon as we have an outcome so we can agree on the best resolution together.
Lost or Damaged in Transit
If your order arrives damaged, contact us within 7 days of delivery at hello@claras-gemstones.com with your order number and a photo of the issue. We'll make it right with a replacement or a full refund, at no cost to you.
If your parcel is lost in transit, we'll send a replacement — see our Refunds & Returns policy for full details.
Can I cancel my order?
If you'd like to cancel, email us within 6 hours of placing your order and we'll do our best to stop it. After that, orders are usually already prepared for shipping and can no longer be cancelled.
Questions
If you have any questions about shipping or delivery, reach out any time at hello@claras-gemstones.com — we're glad to help.