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Frequently asked questions

Three days no questions asked exchange policy. upon receipt of your item, should you wish to return your item to us we will take back the items(in the condition we have delivered to you) no questions asked. you can exchange the item based on the product category;(eg. gold for gold, jewellery for jewellery).

in the case of online purchase, all goods sold are exchangable within 7 days form the date of receipt. all requests for exchange are required to be made known to us within 7 days from the date of receipt. to request for an exchange, email to us at with the order number in your subject title. we endeavour to get back to you within 1 to 3 working days.

Alternatively, you may exchange your purchased item(see below criteria for exchange) for other products at our retail stores and our braches you are required to bring along the item(along with all packaging) as well as the orginal invoice as proof of purchase. 8

For example to other available items of higher value, you will be required to pay for the difference in value. for exchangges to other available items of lower value, no refund will be given for the difference amount

At Gems & Gold, we place utmost importance on customer satisfaction and strive to provide the highest quality products possible. However, we understand that there may be instances where an exchange may be necessary. Therefore, we have developed the following exchange policy to ensure a fair and transparent process for our customers.

1. Conditions for exchange:

- To qualify for an exchange, you must visit one of our branches within 7 days with your original invoice and item. The item must be unused and in its original packaging.

2. Exchange Process:

- To initiate an exchange, please visit one of our 6 branches.
- Provide them with the original invoice and the reason for the exchange.
- Our team will review your request and they will inspect the item.
- If it has been approved, you can proceed to choose another item and if the value is higher, a top up of the difference will be needed. If the item is of lower value, any difference will not be returned.

3. There are defects on my items. What should I do?

- For any damaged items, please visit one of the outlets 24hours from the date of purchase.

4. Exclusions:

- We reserve the right to refuse an exchange request if the item has been modified, mishandled, or shows signs of intentional damage.
- Exchange will not be provided for items that have been lost, stolen, or damaged due to inappropriate use or neglect.

We believe that this refund policy ensures a fair and transparent process for all our customers. Please feel free to contact our customer support team if you have any further questions or concerns.

Gems & Gold reserves the right to reject, at its sole and absolute discretion, any exchange requests, if any of the above conditions are not met.

At Gems & Gold, we take the authenticity of the item we sell very seriously. 

We understand the importance of providing our customers with genuine and legitimate products, and we make every effort to ensure that all items sold through our branches are authentic.

Our team conducts thorough checks and verifications to ensure that the items we sell are genuine and original.

In addition, we have implemented strict quality control processes to detect and prevent the sale of counterfeit or fake jewellery. We continuously train our staff to recognize and identify signs of counterfeit products, and any suspicious items are immediately flagged for further investigation.

At Gems & Gold, we are committed to providing our customers with a trustworthy and reliable shopping experience. We strive to maintain the highest level of authenticity in all the products we sell, and we will continue to enhance our processes and procedures to ensure the utmost customer satisfaction.

You can visit one of our 6 outlets with your jewellery. Our trained staff will appraise the jewellery and provide you with an onsite valuation. Upon confirmation of the sale to us, you can choose to either receive cash or via paynow.

We accept all types of gold jewellery.

At Gems & Gold, we understand that individuals may have gold items they wish to sell for various reasons. We are pleased to offer a service where we buy gold from customers at market prices

We believe in transparency and fairness when it comes to buying gold. Our pricing is based on the current market prices, taking into consideration factors such as the purity of the gold, weight, and prevailing market rates. We strive to provide our customers with competitive prices that reflect the true value of their gold items.

To ensure a smooth and hassle-free transaction, we have trained staff who are knowledgeable in assessing the authenticity and value of gold items. Our team conducts thorough evaluations using industry-standard testing methods to determine the purity and weight of the gold.

We understand that selling gold can be a personal decision, and we prioritize customer satisfaction throughout the process. Our friendly and professional staff are here to guide customers through the selling process, answering any questions and providing the necessary assistance.

At Gems & Gold, we are committed to providing a secure and reliable environment for customers looking to sell their gold. We adhere to strict privacy and security protocols to safeguard our customers' information and ensure the confidentiality of their transactions.

Please note that our gold buying service is subject to certain terms and conditions, including verification of identity and adherence to local regulations. We encourage customers to visit our branches or contact our customer service for more information about our gold buying service and the specific requirements.

Disclaimer: The market prices of gold can fluctuate, and it's important to note that our buying prices may vary based on the prevailing market conditions at the time of the transaction.

By receiving cash or via paynow.

You can email us at

Are the jewellery pieces 1st hand? Gems & Gold provides High Quality Pre-loved Jewellery pieces at Affordable prices. Each Jewellery piece has been disinfected, cleaned and polished to give it a brand new look.

What payment do you accept? At the moment, we only accept paynow. However, we are looking into other payment options.

Do you provide delivery? Self-collection is the only option at the moment