Customer Care
Shipping
Last updated 15 October 2026
Every GemWorkers piece is packed by hand and shipped with care, wherever you are in the world.
Dispatch
Orders are dispatched within 1–5 business days. You'll receive a tracking number by email as soon as your parcel is on its way.
Delivery times
Our stones ship from our partners in the Netherlands, Thailand and Pakistan. The product page shows where each piece ships from.
- Ships from the Netherlands → Europe: 2–5 business days
- Ships from the Netherlands → rest of world: 5–15 business days
- Ships from Thailand or Pakistan → worldwide: 8–30 business days
These are estimates; customs checks can occasionally add time.
Carriers
We use trusted, tracked couriers, chosen for each route to give your parcel the safest and most reliable journey. High-value orders require a signature on delivery.
Lost or damaged parcels
Every parcel is tracked, and high-value orders require a signature.
Lost parcels: if tracking shows your parcel hasn't arrived within 10 business days after the latest estimated delivery date, contact us. We'll open an investigation with the courier. If the parcel is confirmed lost, we'll refund you in full or, if you prefer, offer a comparable piece.
Marked as delivered: if tracking shows your parcel as delivered but you haven't received it, please check with neighbours and your building first, then contact us within 7 days. We'll investigate with the courier and help however we can.
Damaged on arrival: email hello@gemworkers.com within 7 days of delivery with photos of the item and packaging, and keep both. We may ask you to return the item. Once we've confirmed the damage, we'll repair, replace, or refund it in full.
Customs, duties and taxes
Orders shipped across borders may be subject to import duties, taxes or customs fees charged by the destination country. Unless these are shown at checkout, they are the buyer's responsibility and are usually collected by the courier before delivery. If you're unsure what applies in your country, please contact your local customs office.
Questions
Email us at hello@gemworkers.com — we're happy to help.