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FAQ & Policy

Business hours are Monday - Friday 9:00 a.m. - 5:00 p.m. EET.

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We do occasionally respond to emails outside of business hours but your patience is appreciated as we work through providing thoughtful responses to a high volume of emails.

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Materials & Quality

We specialize in natural gemstones, carefully selected for their authenticity and quality. Unless explicitly stated otherwise, all gemstones featured on our website are 100% natural. Our commitment is to provide transparency and excellence in every piece we offer.

Faceting Quality

The market is flooded with gemstones that lack precision, showing: poor symmetry, misaligned meet points, and subpar polishing. These are unfortunately common in 99.9% of gems, often going unnoticed by the average buyer. We strive to offer a level of craftsmanship that is increasingly rare: precision-cut gems with exceptional symmetry, accuracy, and finish. Our goal is not only to deliver superior quality but also to educate our clients, helping them understand and recognize the hallmarks of a truly well cut gemstone. Our gem cutting is a highly precise process that utilizes modern machinery, but it is neither computerized nor automated. Each stone is personally sourced and hand-faceted by Alexandra, ensuring individual attention to detail and a high level of craftsmanship in every piece.

Materials & Sourcing

WE DO NOT work with synthetic or colored Diamonds ONLY colored gemstones including any type of gemstone from precious to semi-precious material. "Ethical sourcing" is a term that’s often used broadly and inconsistently in the gemstone industry. Rather than relying on trending terminology, we prioritize transparency and responsible practices in how we source our gems. We work closely with our suppliers to support ethical labor practices and environmentally conscious mining. Because gemstones come from a wide range of regions, each with its own social, environmental, and economic conditions. The considerations around ethical sourcing vary from stone to stone. We’re committed to helping our clients understand these complexities. If you’re considering a specific gem, please reach out to us with any questions, we’re happy to share what we know about its origin and sourcing.

Gem Designs

Every design featured on our website is created exclusively by Alexandra. You won’t find these pieces anywhere else. Adding to their uniqueness, most of the gems have been faceted only once, making them truly one-of-a-kind. These are not just gemstones, they are original works of art, thoughtfully designed and cut to stand apart.

Certification

All gems come with an in house certificate mentioning size, weight, shape, clarity and origin of the material . Any gemstone can be send to AGL for certification for $100 per stone, regardless of size and weight.

Natural VS Syntetic

We work exclusively with natural gemstones, except in cases where a client specifically requests a synthetic material. Unless otherwise noted for custom orders, all gems featured on our website are natural.

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Custom Work

We specialize in natural gemstones, carefully selected for their authenticity and quality. Unless explicitly stated otherwise, all gemstones featured on our website are 100% natural. Our commitment is to provide transparency and excellence in every piece we offer.

Bespoke Design

We specialize in creating bespoke designs that thoughtfully incorporate a personal theme or meaningful symbol for each client. By weaving these elements into our work, we craft pieces that are not only unique but deeply personal, transforming the design into a true reflection of the individual. This collaborative approach invites our clients to be part of the creative process, making the final result all the more special.

Maker

Each gemstone on our website is meticulously faceted by hand in Alexandra's Studio, nestled in the heart of Romania.

Make times

Lead times can vary depending on the project, with a current minimum of 4-6 weeks. Longer timelines may occur if materials are difficult to source or during especially busy periods. If you’re looking to place a rush order or have a time-sensitive enquiry, please let me know and I’ll do my best to accommodate. Please note that lead times are subject to change based on overall order volume.

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Shipping & Payment

We specialize in natural gemstones, carefully selected for their authenticity and quality. Unless explicitly stated otherwise, all gemstones featured on our website are 100% natural. Our commitment is to provide transparency and excellence in every piece we offer.

International Orders/Shipping

All prices are listed in EUR. Shipping costs for website purchases are calculated at checkout. We’re happy to ship worldwide, provided FedEx services your location and your country permits the import of gemstones. Please note that import duties and taxes are the responsibility of the buyer and will be due once your order ships. Since customs fees vary by country, we strongly recommend checking your local regulations in advance. The full item value will be declared on your shipment. Please allow 1–2 weeks for delivery. Keep in mind that delays may occur if duties or taxes are not paid promptly upon arrival.

Insurance

If you would like your shipment to be fully insured, we can arrange additional insurance at your request. This will incur an extra cost, calculated as a percentage of the item's value. The exact percentage may vary depending on the insurance provider and will be confirmed when requested.

Shipping Prices

Shipping costs are €45 within Romania and €95 for international orders. Please note that these rates do not include additional insurance beyond standard FedEx coverage.

Cancelation Policy

Cancelling a Bespoke Project: Should a client wish to cancel a bespoke project after a deposit has been made, please note that the deposit is non-refundable due to the personalized nature of the work and the resources already committed.

Return Policy

Returns may be accepted on non-custom, non-sale, non-drop items, depending on the issue. You must contact us within 3 days of delivery to request a return. We will then determine whether a return is possible. Please note that if approved, a partial refund may be issued due to restocking fees. To initiate the process, please contact us at: gemoclock.ab@gmail.com

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