Frequently Asked Questions
Answers to the questions our customers ask most. Can't find what you're looking for? Our team is always happy to help.
1How do I order a gemstone or jewellery piece?
We offer several convenient ways to shop with us:
WhatsApp (Fastest Response): Contact us at +94 77 888 0333 to check availability and discuss your interests.
Email: Send us a message at support@tiligems.com describing what you're looking for.
Website: Browse and purchase directly from our online store at tiligems.com.
Custom Orders: Visit our Bespoke Sourcing page to learn how we can bring your vision to life.
Social Media: Follow us on Instagram where we showcase new arrivals. DM us or send an email if something catches your eye.
2What does "Status: On Hold" mean?
When an item shows "On Hold," another customer is currently previewing it. The item is not available for immediate delivery during this inspection period.
However, items on hold may become available again if the customer decides not to purchase. Once returned, the status changes to "Available."
Love an item that's on hold? Complete the purchase process anyway to secure top priority — you'll be first in line if it becomes available.
3What does "Status: Available" mean?
"Available" means the item is ready for immediate purchase and delivery. Simply complete the online purchase process, and you'll receive order confirmation, shipping notification, and tracking information.
4Can I preview multiple items at once?
Absolutely! If you're interested in comparing several pieces, please call us at +94 77 888 0333. We're happy to accommodate customers who want to see multiple items side by side.
Important: If you're considering multiple items online, please contact us before completing separate purchases so we can serve you better.
5What about gemstone certifications and lab reports?
Every gemstone and jewellery piece ships with our comprehensive in-house documentation.
Third-Party Certifications: If your item includes certification from GIA or another recognised laboratory, this document will be sent separately after purchase confirmation. Since these certificates cannot be replaced, we send them only after you've confirmed you're keeping your item.
6Do you sell pre-owned or estate jewellery?
No, we exclusively offer newly crafted jewellery and recently mined gemstones. Every item from TiliGems represents a fresh beginning and carries no previous history.
7Is your entire inventory displayed on the website?
Our website showcases approximately 60% of our current inventory. Many exceptional pieces are available only through direct inquiry. Contact us at +94 77 888 0333 or support@tiligems.com — we may have exactly what you're seeking.
8What types of gemstones do you specialise in?
We specialise in natural, high-quality coloured gemstones and fine cultured pearls, including:
Sapphires (blue, yellow, pink, colour-change, and rare Padparadscha)
Rubies, Tourmalines (including rare Paraíba, mint, lagoon, and indigo)
Emeralds & Aquamarines, Spinels, Garnets (spessartine, tsavorite, rhodolite)
Tanzanites, morganites, peridots, zircons, sphenes, and more
Cultured Pearls: Japanese Akoya, South Sea, and Tahitian pearls
Still Have Questions?
We're here to help! Our team is passionate about gemstones and dedicated to helping you find the perfect piece. Contact us at +94 77 888 0333, support@tiligems.com, or WhatsApp +94 77 888 0333.
Questions? We're Here to Help
Our team is ready to assist you with any questions or concerns.