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Frequent questions

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QUESTIONS ABOUT GEMSTONES

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Are your gemstones natural?

All our gemstones are natural and each example is unique. Their quality is also guaranteed by a gemological certification. We import gems directly from the source providing the best quality and the most competitive price.

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Can I have two identical stones?

All our gemstones are nature’s one-off and therefore not replicable. We can find gems very similar but never exactly equal. All the couples or pairs we offer are very similar for both color and size and therefore suitable for earrings or jewelry parure.

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The gem I will receive at home is just the one I see on the website?

The gems on our website are exactly the ones you will receive after the purchase. We use both movies and photographs to represent, as well as possible, the actual color and the characteristics of the gemstone from different points of view. Make sure that your monitor does not have a particular settings that alter the color.

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How can I evaluate the real size of the gem I’m going to buy?

The gemstone detailed description indicates real measures, expressed in hundredth of millimeter. For a correct size evaluation, you might use a graph paper or a common ruler to represent the gem on paper.

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Is the gemstone provenience specified in the description?

Yes, the gem comes from the geographical site indicated in the detailed description. In some cases, in a gemological certificate the geographical origin can not be expressed if the gem does not present any specific physical evidence of the source area. The Gemologist analyst normally is not aware of the area the stone comes from, but can trace the origin according to the study of typical inclusions inside the crystal. If those evidences are enough, the origin of the gemstone will be indicated as following: Eg. Colombian emerald, “Origin: Features related to Colombia.” If the crystal is very clear, the evidences may not be sufficient for this type of deductions.

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I own a rough gemstone, can you cut it?

Sorry, but our cutters work exclusively for our production.

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Does the gemstone quality depend on the origin?

The quality of gemstones does not depend on origin. The source may affect prices, gemstones colors and peculiar features.

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I’m interested in a stone that is already sold. Can I have another equal to that?

All our gemstones are one-and- only pieces of natural origin and therefore not replicable. We can find a similar gemstone but never an equal one.

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How much is the quotation of a diamond with these characteristics “G / VVS1 1,09 CT”?

It is not our job to appraise your gemstones. If you are looking for a gemstone with very specific features it would be very difficult to find one with exactly the same characteristics. We can offer you a similar gem, in which case the price may be different.

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Can you buy gems from a private?

We can evaluate the purchase of a private gem only after we have analyzed it in our office, by appointment. Only if the gem is of our interest we proceed with an economic offer.

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I own a gem, how can I find out what it is?

You can ask for a gemological report. The cost of the report varies depending on the gemstone weight. Our gemologist is available to assess its feasibility, as we perform analyses only on certain categories of gems (eg. not on raw minerals).

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Must I register to complete a purchase on your website?

Yes. Registration allows you to save your personal data, create your own wish-list and access quickly and easily to your purchase history.

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How does the online checkout process develop?

Our purchase process is very simple: you can select the desired product browsing our Online catalog and add it to cart. Then you can continue to browse the website or complete the purchase by clicking on “View Cart”.

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Can I have evaluated my jewelery or my precious stones? Can you evaluate my gems by emai?

We can not provide an evaluation by e-mail, even by images or scans of certificates in your possession. An unwritten economic evaluation is only possible after our gemological analysis.

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What is a gemological certification and what benefits it holds for me?

Gemological analysis is a laboratory test performed on a gemstone by professional gemologists that certifies species and mineralogical variety of a gemstone, describes its gemological characteristics as color and clarity and then provides the parameters for a fair market quotation.

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How can I see your gemstone live?

You are welcome to visit our shop in Italy (we receive only by appointment). Without any commitment we will be happy to show you all our precious stones and / or evaluate your customized jewel design with you.

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What is the difference among a GIA, IGI and Luxedo report?

The Gemological Institute of America (GIA) and the International Gemological Institute (IGI) are two different laboratories with international branches but both recognized worldwide for the certification of precious stones. They follow rigorous standards of analysis and their certificates contain all the gemological characteristics of the stone. The Luxedo Laboratory is located in Italy and draws up certificates in Italian and in English. Our geologists / gemologists have trained at the Italian universities of geology and specialized at the International Gemological Institute (IGI). For the preparation of our certificates we follow international and UNI (National Standards Institute of Italy) standards.

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The gems that I find in your online catalog have undergone treatments?

We offer only natural gems that undergo no more than commonly accepted and non-invasive treatments such as oiling for emeralds or heating for corundum sapphires / rubies. We exclude from our offer thermo spread gems, filled to the lead glass or synthetic, lab grown, lab created stones, that are recognized by our gemologists and discarded a priori.

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How often can I find new products on the catalog?

Our catalog is continuously updated to ensure a wide range of precious stones and choice of jewelry models.

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QUESTIONS ABOUT JEWELS

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How long does it take to make a ring custom?

15-20 working days from the design approval

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Is it possible to modify rings shown on the website?

The rings ready for sale offered on our website can be put in size, but not altered. It is possible, however, choose another gemstone and create a customized jewel.

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How can I find out the correct size for my ring?

You can correctly estimate the ring size by consulting the following guide.

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Can I have an engraving on my ring?

Yes, it is possible to engrave names, dates or short phrases on customized jewelry.

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Can I have creations out of you catalogue?

You can either get customized creations or small changes on the setting proposed in our online catalog.

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Can I realize my design project?

Yes, our designers develop with professionalism and confidentiality every project proposal realizing the jewel of your dreams.

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Do the jewels come with the guarantee certificate?

All LUXEDO jewels are accompanied by a guarantee that certifies the authenticity and conformity of our creations, the nature and quality of precious stones and diamonds, verified by our Gemological Laboratory. The gold content described in the paper warranty is also guaranteed by the stamp applied on every goldsmith product according to the Italian / European current rules (eg punch for gold 18 kt).

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How can I clean metals and precious stones?

We recommend the use of a polishing cloth to prevent oxidation of the metal and cleaning with warm water and mild soap. We advise not to wearing your jewelry during cleaning with strong chemicals, ammonia, bleach, chlorine and salt water or during make up. When not worn for a long time, we recommend storing your jewel in a protective box or in a bag to prevent oxidation.

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What are the steps to achieve my jewel?

Based on your information we create a photographic rendering of the jewel, on which we calculate a detailed quote. The project will start with the order confirmation and the deposit of 20% of the total amount.

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Can I see a preview of my customized jewel?

You can view the PhotoRenderings realized through modern jewelery design software in three dimensions that allow previews extremely loyal of the finished object.

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What metals do you use for your jewel settings?

Gold 18kt (750), Platinum (950) Silver (925)

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QUESTIONS ABOUT ORDERS AND SHIPPING

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Are the products in catalog immediately available ?

Yes they are: all products in the catalog, if not “sold”, are available immediately.

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Are the items in the cart automatically reserved?

The items in the cart are automatically reserved at the time of the order confirmation or payment. You can also option a gem by paying a deposit to be agreed.

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Can I track the status of my order?

You can monitor the status of your order. You have to log in with your user id and password and select the item corresponding to your order.

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Which are the accepted payment methods?

PayPal, credit cards and bank transfer

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How soon will I get the gemstone that I ordered?

The stones are usually shipped within 24 hours and delivered to the addressee within 2-4 days in Europe and 3-7 days in the rest of the world.

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How soon will I receive my jewelery?

The ready jewelry will be delivered within 2-4 days in Europe and 3-7 days in the rest of the world. For customized creations we have to add the time of realization usually 15-20 working days from the design confirmation.

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Are the shipping methods safe?

We ensure all our shipments and the goods for their full value.

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Is there the possibility of receiving a gift set?

For gems we offer the opportunity to purchase the elegant packages that will give even more prestige to the presentation of your gift. For jewelry there is already included a luxurious packaging. In case you mean a gift with the classic bow, we can include in the package an elegant ribbon, in this case, please specify it when ordering.

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Is the buying process safe?

We use the most modern information technology to make sure the payment process and hacker-proof.

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Who can I contact for assistance with an order?

If you need assistance, we are at your disposal for any information or clarification. You can contact us at e-mail: info@luxedogems.com or call us at (+39) 0541 1831079 during office hours.

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Can I track the delivery of my order?

Yes, the couriers that we use offer the possibility to track the parcels.

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What are the shipping methods?

We usually ship your order within 24 hours. We use DHL express courier, the delivery times vary according to the destination country ( within 2-4 days in Europe and 3-7 days in the rest of the world). Within the European Union goods I can travel freely and there are therefore no additional charges for customs clearance or duties. Outside the European Community the goods are subject to customs controls by the country of destination. The dispatcher will contact the recipient for any bureaucratic practice to import the goods. The customer is responsible for import into his country. Unclaimed parcels will be subject to variable costs for back shipping

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RETURNS AND REFUNDS

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Can I make a return?

Yes you can make a return. Consumers who intend to exercise the right of withdrawal must send notice to that effect at info@luxedo.it or by registered mail with return receipt, within a period of 10 days required by law, which shall commence from the date of receipt of the goods. The shipping costs and the return, as well as the proper packaging of the neck insurance, are the sole responsibility of the customer who is held solely responsible for the goods to the point of delivery and will have to answer for it, as such, if lost, damage or theft of the same. Within 10 days from acceptance of the return, Luxedo will to back the amounts paid by the customer to the exclusion of shipping charges incurred at the time as only refundable if our proven error.

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Can I change a purchased product?

You can change a gem within 10 days of purchase with an article of equal or greater value. You can not change a custom jewel, because of the uniqueness peculiarities of implementation impedes the exchange of goods purchased.

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What can I do if the items I have purchased are not what you expect or have defects?

You can make a return or change article.

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Can I return the customized jewelry I ordered?

Customized creations, since have been made accordingly to customer specifications, can not be returned.