FAQ
Diamond and jewellery questions, answered
About Gem House
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It sources loose diamonds and coloured gemstones, creates engagement rings and bespoke jewellery, sells clients' stones and jewellery privately, and prepares insurance, estate and personal valuations.
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Elloise, from your first message to the final handover. Every enquiry is answered by her personally.
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No. Gem House works privately, by video, WhatsApp and email, and in person by appointment.
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No. Every brief is considered on its own terms.
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Yes. Gem House works with clients internationally and delivers worldwide, insured and tracked.
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Gem House Concierge is based in Sydney, Australia, and works with private clients worldwide. Consultations are held by video or in person by appointment, and every stone travels with insured, specialist secure couriers.
Fees, margins and payment
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Because every stone and every brief is different. You receive a written quote, with every fee and margin shown, before you commit.
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Openly. For sourcing, there is a brief fee (credited against the sourcing fee if you buy), a sourcing fee based on the stone's price, and a disclosed margin over trade price. Bespoke work has a design fee and a disclosed margin on manufacture. Private sales carry a listing fee and a commission. Valuations have a flat fee per item.
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Yes. A deposit is taken before any stone is purchased or any manufacture begins. The amount and its terms are in your quote.
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The terms for your deposit are set out in your quote before you pay it.
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By bank transfer or card, through a secure online invoice.
Custody, insurance and delivery
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Gem House does, from the moment it leaves the supplier until it reaches you. It is insured, tracked and photographed at every handover.
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Yes. Every movement is insured, and the cover and insured value are confirmed with you in writing before dispatch, and the cover is confirmed with you before dispatch.
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By insured, tracked, signed-for service (specialist secure logistics for high-value and international consignments), or in person by appointment. See Shipping & Delivery.
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No. The outer packaging is plain, with no branding and no description of the contents.
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The recipient, unless your quote says otherwise. The likely amount is discussed before purchase.
Stones and reports
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Significant diamonds come with an independent grading report from a recognised laboratory such as GIA or IGI. Fine coloured stones come with reports covering identity, treatment and, where possible, origin.
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The focus is natural diamonds and natural coloured gemstones. If you're considering a laboratory-grown diamond, Elloise will talk it through honestly.
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Yes. By high-resolution video, and in person by appointment where it's practical.
Engagement rings and bespoke
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Yes. It is assessed first, and you'll be told honestly what will and won't suit it.
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Yes. Sketches first, then a CAD render, approved by you before making begins.
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Yes. Delivery, packaging and correspondence are arranged around your plans.
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Bespoke and made-to-order pieces are made for you alone, so they can't be returned for a change of mind. This doesn't affect your rights under consumer law if a piece is faulty or not as agreed.
Selling your jewellery
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Gem House sells privately on your behalf, on consignment. Your piece is offered to its network of clients and trade buyers, and nothing is accepted without your written approval.
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A flat listing fee and a commission on the sale price, both agreed in writing.
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No. Gem House sells privately and does not act for clients at auction.
Valuations
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For insurance cover, usually an insurance replacement valuation. For an estate, a valuation prepared for that purpose. If you're unsure, ask.
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Yes, and the report will say so. Any prior involvement with a piece is always disclosed.
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Usually 5–7 business days after examination, depending on the number of items and any laboratory testing.
Getting started
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Elloise replies personally within one business day to arrange a short, no-obligation conversation.
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Like any responsible business in the fine stone trade, Gem House completes standard identity and anti-money-laundering checks before an engagement begins. Documents are handled securely and confidentially.
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Always. The Privacy page explains how your information is handled.
Tell us what you have in mind.
Every engagement begins with a private, unhurried conversation, by WhatsApp, email or video, wherever you are. There is no obligation and no minimum budget.
One conversation. One point of contact. No handoffs.