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Free Delivery Worldwide

faq by true gem


What are the shipping fees and delivery timeline?

We offer free worldwide shipping on all orders.

True Gem is a company that advocates the concept of environmental protection, so it will not intentionally increase the inventory.  items that are not currently in stock are individually handcrafted and require 2-3 weeks to be meticulously crafted before they are sent out for shipping.Our products undergo strict quality control to ensure your satisfaction when they reach you. But what is certain is that we are doing our best to pack and ship it to you as soon as possible.

  • Please be aware that pre-ordered items are meticulously handcrafted individually and will take approximately 2 to 3 weeks before they are ready for delivery. Your patience is greatly appreciated as we ensure the highest quality for your order.
  •  If you have any questions or concerns, please don't hesitate to get in touch via

Quick note!

  • Offer valid on economy shipping only and subject to change without notice. Freight and expedited shipping is excluded unless otherwise stated on the product page.
  • Orders can be expedited at customer's expense. No adjustments can be made to prior purchases. 
  • All products on Sale in the store are shipped within 1 working day.

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

Can’t find what you need?

Contact our Customer Service Team

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