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faq by true gem


Have questions? We have answers.


How can I track my order?

Already a member?

Fantastic! Log in and visit your True Gem account. Click on "My Orders" to stay updated on your order's status. Once your order is packed and ready to embark on its journey, an email containing the tracking number will be sent your way, enabling you to monitor its progress.

Not a member yet?

No problem! You can easily create an account using the same email you used to place the order, and voilà, it will appear under "My Orders". Tracking details are automatically dispatched as soon as your order is packed! Once the courier retrieves the package and logs it into the system, the tracking number becomes your portal to real-time updates. This process might take a couple of hours, and for orders packed over the weekend, expect updates on the next available business day!

Can I cancel or update my order? or change my shipping address?

Our team is dedicated to swiftly dispatching your order, making it challenging to ensure cancellations or updates once it's in motion. Feel free to contact our Customer Experience Team, and we'll exert our best efforts to assist you.

Please note that for engraved pieces, changes or cancellations are not possible once the order is confirmed.

My order is delayed, when will I receive it?

If your order isn't processed by the anticipated shipping date, our Customer Happiness team will reach out with an update within 24-48 hours (stay tuned to your inbox!). Keeping you well-informed is our priority, and we thank you for your patience, especially during this bustling time of the year. Should you have any inquiries, feel free to contact us through Live Chat or email


What is the return shipping fee amount?

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a 30-day free return and exchange policy. If you want to initiate a return, please contact our customer service, and we will send the return address according to different regions. It includes cross-border transportation, and you need to take care of the freight and taxes. Please note that the shipping fees for returns or exchanges need to be paid by the customer.

Upon receiving your return, we will inspect the item(s) and issue a full refund within 30 business days. Please note that refunds will be issued in the same form of payment that was used for the original purchase. If you have any questions or concerns regarding our return and exchange policy, please don't hesitate to contact our customer service team( Thank you for choosing TrueGem and we hope to serve you again in the future.

What is the policy for exchanging?

We sincerely apologize if you have experienced any fault with your TrueGem. We offer 30-day exchanges for all customers (Do not include items purchased at retailers. If you want to initiate a exchange, please contact our customer service(, and we will send the return address according to different regions. It includes cross-border transportation, and you need to take care of the freight and taxes. Please note that the shipping fees for returns or exchanges need to be paid by the customer.


What is the return policy?

TrueGem provides a 30-day return window starting from the day your item gets delivered. Please review the following return policy guidelines to determine if your purchased items are eligible for a return.

  • Items must be in their original, undamaged and unused condition. 
  • Items returned by mail must include all original packaging (tags, box, and pouch, receipt or any other proof of purchase).
  • TrueGem cannot provide a refund on orders until we can be processed and inspected by our quality assurance team. Our team will contact you if any further details are needed.

 The following items are non-returnable (unless they were received faulty):

  • Engraved products
  • Customized products
  • Products that have been worn

How long does it take to process the refund?

We will issue you a full refund within 30-45 business days of receiving your return. Please preserve the integrity of the jewelry, including tags, packaging, etc.

How to start a return?

send us a email and follow the steps outlined below.

  • Three pictures from different perspectives of the damaged item. In case there are several damaged items, please make sure they are all visible in one single picture.
  • a picture of the damaged item in its original packaging. The packaging materials have to be visible in the picture.
  • the date of the delivery.

 *To start a return, you can contact us at If your return is accepted, we’ll send you a return address, as well as instructions on how and where to send your package. Items sent back to us without first requesting will not be accepted.


Complimentary Engraving Service

We're thrilled to offer complimentary engraving on a wide range of our pieces, allowing you to add a personal touch. The engraving options vary depending on the style of your chosen piece, and you can select from a range of fonts and motifs.

Engraving Guidelines:

  • What can be engraved:

    Characters in fonts like Simple, Block, Deco, Script, and Arabic (an Arabic keyboard will be provided for your message).
    Use these fonts to engrave your name, initials, birthday, or personal messages.

  • What cannot be engraved:

    Inappropriate language
    Offensive symbols
    Languages other than English and Arabic
    Only the fonts available on our website (Simple, Block, Deco, Script, Arabic) can be used for engraving.


  • Store your jewelry in a secure, dry location away from daily exposure to the elements.
  • Keep individual pieces separated to prevent potential damage or scratching.
  • Ensure your jewelry is completely dry before storing.


  • Remove jewelry before engaging in activities that may cause physical damage.
  • Put on your jewelry as the final step before going out and remove it first when returning home.
  • Be intentional with your jewelry care to ensure its lasting beauty for years to come.