SHIPPING POLICY

By placing an order through this website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General
Subject to stock availability. We try to maintain accurate stock counts on our
website but from time-to-time there may be a stock discrepancy and we will not
be able to fulfill all your items at time of purchase. In this instance, we will
fulfill the available products to you, and contact you about whether you would
prefer to await restocking of the backordered item or if you would prefer for us
to process a refund.

3.1 Return Due To Change Of Mind
Escala Gems do not accept returns due to change of mind

3.2 Warranty Returns
Escala Gems will happily honor any valid warranty claims, provided a claim is
submitted within 10 days from the time of purchase. Customers will be required to pre-pay the return shipping fee and will reimbursed you upon successful warranty claim. However, shipping fee you originally paid for your order will not be reimbursed or refunded. Upon return items for warranty claim, you can expect Escala Gems to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) a refund to a different item with the same value
(b) a replacement item sent to you (if stock is available)

4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 12 days, depends on the customer location.

4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This
varies greatly depending on the courier you have selected. We are able to offer
a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time
Orders are usually dispatched within 10 business days from payment of order.
Our office operates on Monday - Friday during standard business hours, except on national holidays at which time the office will be closed. In these
instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at
any time before the order has been dispatched.

4.5 P.O. Box Shipping
Escala Gems will ship to P.O. box addresses using postal services only. We
are unable to offer couriers services to these locations.

4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer
this service using courier services.

4.7 Items Out Of Stock
If an item is out of stock, we will initially dispatch the rest of the order then we will send the remaining out-of-stock item(s) once replenished within 10 to 20 working days otherwise will be automatically cancelled and refunded if it exceeds the restocking period - Some products are being sourced from different country of origin that may affect the time-frame of stock arrival.

4.8 Delivery Time Exceeded or Shipping Delay
If delivery time has exceeded the forecasted time, please contact us so that we
can conduct an investigation. Delays may be due to courier pick-up schedule changes or bad weather condition as we don't have control over it. Escala Gems will not take any responsibility for delivery failure or shipping delays due to the incorrect or incomplete shipping information provided by the customer.  

4.9 Return to Sender

Returns and reshipping due to incomplete delivery address, unreachable mobile number or unavailability of the buyer to receive the parcel will be subject to return and redelivery fees.

Should the selected courier failed to deliver the order for internal or unknown reasons, we will reship the order through a different courier. 

5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be
able to follow the progress of their shipment based on the latest updates made
available by the shipping provider.

6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the
parcel from the courier and get in touch with our customer service. If the
parcel has been delivered without you being present, please contact customer
service with next steps.

7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the
website

7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid
upon arrival in destination country. This varies by country, and Escala Gems
encourage you to be aware of these potential costs before placing an order with
us.
If you refuse to to pay duties and taxes upon arrival at your destination
country, the goods will be returned to Escala Gems at the customers expense,
and the customer will receive a refund for the value of goods paid, minus the
cost of the return shipping. The cost of the initial shipping will not be
refunded.

8. Cancellations
Strictly no cancellation policy on all orders.

9. Insurance
Parcels are insured for loss and damage up to the value as stated by the
courier.

9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed
their investigation into the claim.

9.2 Process for parcel lost in-transit
Escala Gems will not take any responsibility for lost in transit or lost packages due to the incorrect address provided by the customer. 

10. Customer service
For all customer service enquiries, please email us at info@escalagems.com