Dream of Gems – Policies & Legal Terms, Returns & Exchange Policy

Dream of Gems maintains strict policies to ensure fairness, consistency and transparency for all customers. These policies are applied uniformly across every order and are an essential part of our business operations.

 Returns & Exchanges

Dream of Gems offers a 3‑day return policy for loose sapphires only. To request a return, the buyer must notify us within 3 days of receiving the stone. To qualify for a refund, the sapphire must be returned in original, unaltered condition, including all packaging, documentation and certificates.

The buyer is responsible for:

• the original postage + return postage cost

• secure packaging

• any loss in value if the item is not returned in original condition. A full refund will be issued once the sapphire has been received and inspected.

After the 3‑day period, returns cannot be accepted under any circumstances.

Custom Jewellery Policy 

Jewellery pieces, custom orders and made‑to‑order items are final sale. We do not accept returns, exchanges, or refunds for jewellery under any circumstance, including change of mind, expectation differences or subjective aesthetic preferences. This policy aligns with Australian Consumer Law, which does not require refunds for change of mind on custom or handmade items. 

All custom jewellery is created from CAD designs approved by the customer. Once a CAD design is approved, the customer acknowledges and agrees that:

• CAD renders are magnified digital models and may appear thicker, more spacious or visually exaggerated compared to the physical piece.

• The final piece is produced directly from the approved CAD file, and proportions cannot be altered once printing and casting begin.

• Natural gemstones may display variations in colour depending on lighting, environment and angle.

• Approval of the CAD design and gemstone selection confirms acceptance of the design, dimensions and stone characteristics. Because custom jewellery is made specifically to the customer’s approved specifications, no refunds, remakes, or alterations can be offered once production has commenced. Under Australian Consumer Law, custom‑made items are exempt from change‑of‑mind refunds.

A customer is only entitled to a remedy if the item is faulty or unsafe.  Not if the item differs from personal expectations or visual interpretation.

 Postage & Packaging Policy

We offer free registered express worldwide shipping via Australia Post, including signature on delivery.

Tracking details are provided once your order has been dispatched. Orders typically ship within 1–2 business days.If you wish to add extra cover or insurance, please notify us before purchasing.

 Once your parcel has been lodged with Australia Post courier service, Dream of Gems is not liable for:

• lost parcels

• stolen parcels

• delayed parcels

• damaged parcels

 For international orders, once your parcel has been handed over to your countries postal authority, they are in control and must deal with any problems. 

Responsibility for delivery rests solely with the postal or courier service.

Any claims relating to loss, theft or damage during transit must be lodged directly with the carrier.

 Privacy Policy

Dream of Gems is committed to protecting your privacy.

We only collect information necessary to process and deliver your order, including:

• your name

• postal address

• contact details

• order information

Your information is used solely for order fulfilment, shipping and communication relating to your purchase. We do not sell, trade or share your personal information with third parties, except where required for shipping or legal compliance. All personal information is stored securely and handled in accordance with Australian privacy principles.