SHIPPING POLICY

Shipping & Return Policy - Escala Gems

Thank you for shopping at Escala Gems. We value your trust and strive to make your experience as smooth and transparent as possible. Please review our policies below — by placing an order, you agree to the following terms.

1. General Information

  • All orders are subject to stock availability. While we aim to keep stock levels accurate, discrepancies may occasionally occur.

  • If an item in your order is out of stock, we will ship the available items and contact you regarding:

    • Waiting for the restock

    • Or processing a refund for the out-of-stock item

2. Shipping Costs & Delivery Options

  • Shipping costs are calculated at checkout based on the weight, size, and destination of your order.

  • This amount will be clearly displayed before payment and includes all standard shipping fees.

2.1 Same-Day Delivery / Local Pick-Up

  • We offer same-day delivery via Grab Express, Lalamove, or similar instant courier services.

  • The cost for these services is paid by the customer directly to the courier.

3. Returns & Warranty

3.1 Change of Mind

  • We do not accept returns due to change of mind. Please choose carefully before completing your purchase.

3.2 Warranty Claims

  • We gladly honor valid warranty claims submitted within 10 days of purchase.

  • Customers must cover return shipping costs, which will be reimbursed if the claim is approved.

  • Original shipping fees are non-refundable.

  • Upon return and successful inspection, you may choose:

    • A replacement item (if available)

    • An item of equal value

4. Delivery Terms

4.1 Delivery Time Estimates

  • Domestic: 2–12 business days depending on your location

  • International: 4–22 business days depending on your selected courier

4.2 Dispatch Timeline

  • Orders are typically dispatched within 10 business days of payment.

  • We operate Monday to Friday (excluding national holidays).

4.3 Address Changes

  • We can accommodate address changes before dispatch. Please contact us promptly.

4.4 PO Boxes & Military Addresses

  • PO Box shipping is available via standard postal services only.

  • Military addresses can be served via USPS.

4.5 Out-of-Stock Items

  • If any item is unavailable, we will:

    • Ship the available items

    • Notify you of the delay (usually within 10–20 business days)

    • Cancel and refund the item if restocking exceeds this period

4.6 Delays & Shipping Issues

  • Delays due to weather or courier scheduling are beyond our control.

  • We are not liable for delays or failed deliveries due to incomplete or incorrect shipping information provided by the customer.

4.7 Return to Sender & Re-Delivery

  • Packages returned due to incomplete address or unreachable recipient are subject to re-delivery and return fees.

  • If the courier fails to deliver due to internal issues, we will resend via another courier service.

5. Tracking

  • You will receive a tracking number via email once your order has been dispatched.

  • Tracking updates are based on the latest information from the shipping provider.

6. Damaged Parcels

  • If a parcel appears damaged upon delivery, kindly refuse it and notify us.

  • If already received, please contact us with photos so we can assist.

7. Taxes & Import Duties

7.1 Sales Tax

  • Sales tax is already included in the displayed prices on our website.

7.2 International Orders

  • Import duties and taxes vary by country and may apply upon delivery.

  • Customers are responsible for any import fees.

  • Refusing to pay these charges may result in the package being returned. In this case, we will issue a refund for the item(s) minus shipping and return costs.

8. Order Cancellation

  • All orders are final and cannot be cancelled once placed.

9. Shipping Insurance

  • All parcels are insured for loss or damage up to the declared courier value.

9.1 Damaged Items

  • Refunds or replacements will be processed after courier claim investigation is complete.

9.2 Lost in Transit

  • Escala Gems is not responsible for lost packages due to incorrect delivery information.

10. Customer Support

We're here to help! For any questions or concerns, feel free to contact us: 📧 info@escalagems.com

Thank you for choosing Escala Gems!