Contact & frequently asked questions
Let's talk about your project.
A gemstone to discover, a piece of jewellery to imagine, a class to join or a question about your order: contact the CKYSTONES team and find helpful answers here.
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Please include the gemstone reference, order number or service you are interested in so that we can give you a useful response.
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Your questions answered
How do I choose a gemstone?
Start with a colour you are drawn to, then compare the dimensions, weight, cut, stated treatments and available documents. If the stone is for jewellery, also consider how you intend to wear it. Explore our gemstone selection or send us a reference for personalised guidance.
Can a natural gemstone be treated?
Yes. Whether a gemstone is natural and whether it has been treated are two separate matters. Check the information on the product page and any accompanying report. If information is missing, please contact us before purchasing.
What documentation comes with my gemstone?
The available documents are specified for each gemstone. A CKYSTONES identification document and a report issued by an independent laboratory are not equivalent. If you need a particular analysis, please ask what is available or could be arranged for your chosen stone.
How does a bespoke jewellery project work?
You discuss your project, choose a designer and a package, then work from the proposals included in that service. The gemstone, materials, budget and schedule are agreed for your project. View the designers, packages and prices.
Can an old piece of jewellery be transformed?
Yes, a redesign can be considered. The possibilities depend on the piece, its condition, its gemstones and your desired result. Send us a description and photographs to prepare for an initial discussion.
Which payment methods are available?
The payment methods available for your order are displayed at checkout. For any special request, please contact us before completing your purchase.
Where can I find delivery costs and times?
The available information for your destination is displayed during checkout. Bespoke jewellery follows the schedule agreed for the project. If you need delivery by a particular date or to a specific destination, please contact us before purchasing.
How do I request a return or report a problem?
Contact us with your order number and product reference. The applicable rights, time limits, exceptions and procedures are set out in our terms and conditions of sale. If you notice damage on delivery, describe it and attach photographs to help us process your request.
How do I care for my gemstone?
Care depends on the gemstone family, any treatments and the setting. See the Care tab on your gemstone's product page. Avoid using the same method for every gemstone and ask for advice if you are unsure.
Where do the gemstones come from?
The available provenance and traceability information varies from one gemstone to another. Our page Our story and approach to traceability introduces our relationships in the field. For a particular stone, ask for the information associated with its reference.
How can I discover gemmology with CKYSTONES?
Our classes teach you how to observe gemstones and understand the main identification tools and methods. Formats, times, prices and enrolment requests can all be found on the page Gemmology courses.
Is a gemstone's value guaranteed over time?
No. A gemstone's price and resale prospects depend on factors including its characteristics, available documentation and demand. Buying a gemstone guarantees neither a return nor liquidity. We can explain the gemmological and commercial criteria relating to the stone you are considering.
