Shipping, Insurance & Liability
From our hands to yours — secure worldwide delivery of your gemstone, handled with care every step of the way.
We are pleased to offer international shipping and make every effort to deliver your order as smoothly as possible, even during periods of global uncertainty. Please note that shipping conditions, transit times, and postal regulations vary by country and may change without notice. As such, TiliGems by Vivid Minerals cannot be held responsible for transit delays, customs clearance times, or any additional duties, taxes, or fees imposed by local customs authorities.
We offer worldwide shipping on a daily basis. Depending on the destination and the value of your purchase, shipments are sent via FedEx, DHL, BRINKS, ARAMEX, or UPS to ensure secure and reliable delivery.
For security and verification purposes, all customer details—including the shipping address—must match the authorization information of the credit card used for payment. If you wish to ship to a non-confirmed address, you may arrange an alternative confirmed address directly with your credit card provider. For payments made via wire transfer, shipments may be sent to any address specified by the client.
A signature is required for all deliveries. Responsibility for the shipment transfers to the customer once the package has been signed for.
Shipping Charges
- International orders over USD 3,000 qualify for complimentary shipping.
- International orders under USD 3,000 are shipped at FedEx standard rates.
For an exact shipping quotation, please contact us directly or WhatsApp at +971 585 333 033 or email contact@tiligems.com.
Alternative Delivery Options
Personal delivery and in-person collection by appointment options may be available upon request. Please contact us to discuss the most suitable delivery arrangement for your order. This offer is valid for high-value items.
Returns & Exchanges
We want you to be fully satisfied with your purchase. Items purchased from TiliGems by Vivid Minerals may be exchanged or returned within 3 days of receipt, provided that:
- The item is in perfect condition, unused and unworn.
- All original documentation and packaging (including certificates, gift boxes, and accompanying materials) are returned intact.
To avoid customs issues or unexpected charges, please contact us by email and obtain written confirmation before returning any item. Returns shipped without prior authorization will not be accepted.
For the full return policy including 14-day inspection periods and custom jewellery terms, please visit our Return Policy page.
How Your Gemstone Is Delivered
From our hands to yours, every gemstone is carefully prepared and securely dispatched with the attention a precious stone deserves.
Order Confirmed
Once your order and payment are confirmed, your gemstone is reserved and prepared for its journey to you.
Final Inspection & Documentation
Your gemstone undergoes a final quality inspection. Its certification and relevant provenance documentation are checked and prepared for shipment.
Export Clearance
For gemstones dispatched from Sri Lanka, all required gemstone export and customs procedures are completed through the relevant authorities before the stone leaves the country.
Secure Packaging
Your gemstone is carefully and discreetly packaged to protect it throughout its journey. Certification and accompanying documents are securely included where applicable.
Insured & Trusted Dispatch
Your gemstone is entrusted to an appropriate international secure-logistics or courier provider, selected according to the destination, value and shipment requirements. Insurance is arranged where applicable.
Tracking & Delivery
Once dispatched, tracking details are provided so you can follow your gemstone's journey through to delivery. Signature or identity verification may be required for high-value shipments.
Worldwide Delivery
International delivery to eligible destinations.
Secure Packaging
Gemstones are carefully prepared and securely packaged for transportation.
Trusted Couriers
FedEx, DHL, BRINKS, ARAMEX, or UPS depending on destination and value.
Shipment Tracking
Tracking information is provided when available for the selected shipping service.
Signature Delivery
A signature is required for all deliveries.
Duties, Taxes & Import Requirements
International orders may be subject to customs clearance, import GST/VAT, duties or other charges imposed by the destination country. Unless otherwise stated at the time of purchase, these charges are the responsibility of the recipient.
Our team prepares the appropriate export and shipment documentation to help facilitate a smooth delivery.
From Origin to Your Hands by Vivid Minerals
Every gemstone has its own journey. Where provenance information is available, we preserve the distinction between where the gemstone was mined and where it was cut or polished.
A gemstone mined in Mozambique and faceted in Sri Lanka, for example, will be described as Mozambique origin, faceted in Sri Lanka. A gemstone mined and faceted in Sri Lanka will be identified accordingly.
We believe the journey of a gemstone is part of its story — and that story should be represented with transparency.
Secure & Protective Packaging
Gemstones are carefully prepared and packaged to reduce the risk of damage during transportation. Where appropriate, shipments may be sent in discreet external packaging.
High-Value Orders
Higher-value gemstone orders may receive additional shipping and security requirements.
- Signature may be required.
- Additional verification may be required.
- Shipping arrangements may differ depending on destination and order value.
- Customers may be contacted if additional delivery information is required.
Shipment Protection
Where shipping insurance or other shipment protection is arranged, coverage is subject to the applicable insurer, courier and policy terms. Customers should review the applicable coverage before dispatch where relevant.
Track Your Order
Customers will receive available tracking information after dispatch. If you have an order number, you can also reach out to TiliGems for available tracking details.
Delivery Address
Customers are responsible for providing accurate delivery details, including:
- Full recipient name
- Complete delivery address
- Contact telephone number
- Email address where required
- Any information required by the courier
Incorrect or incomplete information may cause delivery delays.
If Your Shipment Is Delayed, Lost or Damaged
If your shipment appears significantly delayed, does not arrive within the expected timeframe, or arrives visibly damaged or tampered with, please contact TiliGems as soon as possible with your order number and relevant delivery information.
Where possible, customers should photograph visible damage or tampering and retain the original packaging until the matter has been reviewed.
Need Help With Your Delivery?
Please contact TiliGems with your order number and delivery details. Our team will assist you with available shipping and tracking information.