Shipping & delivery
Insured. Tracked. Signed for.
How your stone or finished piece travels, from the supplier to your hands.
In our care, from start to finish
From the moment a stone leaves the supplier until it is in your hands, it is in Gem House's care: insured, tracked and documented at every handover.
Received. Each stone is checked against its report on arrival, photographed and logged.
To the bench. Stones for jewellery travel to the manufacturer in Elloise's hands or by insured courier, and each handover is photographed and signed for.
Inspected. The finished piece is checked against the approved design and photographed before dispatch.
Delivered. By insured, tracked and signed-for service, or handed over in person by appointment.
Recorded. You receive the handover photographs and the tracking record for your piece.
Delivery options
Personal handover
Domestic delivery
International delivery
BY APPOINTMENT · IN PERSON · SIGNED RECORD
Arrange a personal handover with Elloise, by appointment. You check the piece together, and the handover is signed and photographed.
INSURED · TRACKED DOOR TO DOOR · SIGNATURE REQUIRED
Pieces are sent by specialist secure logistics or insured express courier, chosen according to value. You receive a dispatch confirmation with the tracking reference. Delivery within the country of dispatch is usually 1–3 business days.
INSURED · SPECIALIST SECURE LOGISTICS · CUSTOMS DOCUMENTS PREPARED
International consignments travel with a specialist secure-logistics carrier, door to door and insured throughout. Transit is usually 3–7 business days, plus the time customs takes in your country.
What to expect
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The delivery address, the recipient, the method and the insured value are confirmed with you in writing. Please check the address carefully; secure carriers deliver only to the exact address and person named.
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You receive the tracking reference and, for secure logistics, an expected delivery window. The recipient signs for the parcel and may be asked for photo identification. Secure carriers do not leave parcels unattended.
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Your piece is not left with a neighbour or at a post office. It is held securely by the carrier, and a new delivery time is arranged with you.
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Check that the seal is intact before you sign. If anything looks wrong, don't open it; message Elloise straight away.
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Delivery can be arranged to a hotel or a managed building, but once a third party signs for the parcel, the carrier's responsibility ends. A direct handover to you is always recommended.
Discreet by design
The outer packaging is plain, with no branding and no description of the contents or their value. Your piece can go to an office or another address, at a time that suits you. For a surprise, tell Elloise who must not see the parcel, and it will be arranged accordingly.
Customs, duties and taxes
Every international consignment is declared at its true value, with the correct paperwork: commercial invoice, a copy of the grading report and, for diamonds, the Kimberley Process / System of Warranties statement. Shipments are never marked as gifts, and values are never altered.
Import duties and taxes are set by your country's customs authority and are payable by the recipient, unless your quote says otherwise. The likely amount is discussed with you before purchase, so your all-in cost is clear before you commit.
Some countries restrict certain gem materials or origins. This is checked before a stone is offered to you.
Customs clearance times vary by country. If a consignment is held, Elloise will work with the carrier and keep you informed.
If a delivery can't be completed
If a consignment is refused, can't be delivered or is returned by customs, it comes back to Gem House under the same insurance and tracking. Redelivery is then arranged with you. The cost of a second delivery is payable by you unless the failure was ours.
Lead times
Service
Typical time (confirmed in your quote)
Sourcing a loose stone
1–3 weeks from your brief to the shortlist
Engagement ring or bespoke piece
4–6 weeks from design approval to dispatch
Valuation report
5–7 business days after examination
Private sale
Agreed in your consignment agreement
Sending a piece to Gem House
After delivery
Delivery costs
For valuations, resetting or a private sale, please don't post your jewellery. Gem House will arrange insured collection, or a handover by appointment. Your piece is photographed and logged on arrival and returned the same way.
Add the piece to your insurance before you wear it. An insurance valuation can be prepared with your delivery, and Elloise can suggest specialist insurers and secure storage if you'd like. Keep the grading report and the handover record together with your valuation. A short care guide comes with every finished piece.
Delivery and insurance are quoted with your piece and itemised on your invoice. Import duties and taxes, if any, are set by your country's customs and discussed with you before you commit.
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.