We are open Monday to Friday, from 8:00 am to 5:00 pm. Holidays are not included. Online purchases can still be made during weekends and holidays, and will be processed on the next business day.

To place an order, kindly make an account on our website. Place your chosen item/s in your cart and proceed to check-out to complete order placement. Once order is placed, you will receive a confirmation email acknowledging your order. Orders will only be processed once payment is confirmed.

• PayPal Payment – Payments can be made using your PayPal account. All transactions are subject to verification and the applicable terms and conditions of the service.
• Royal Gem Gift Card -Customers may pay for jewelry purchases using a Royal Gem Gift Card. To use it, enter the gift card code in the “Gift Card/Discount Code” field and click “Apply” before placing your order. The balance will only be deducted once the order is confirmed.
  
  Gift cards are valid exclusively for use on our online store and cannot be redeemed in physical stores.

• Credit / Debit Card  (VISA, MASTERCARD, AMEX, and JBC)  and E-Wallet (Maya, GCash, and QRPH) Payments - Payments can be made using your card, e-wallet account, or by scanning a QR code at checkout. All transactions are subject to verification and the terms and conditions of the respective payment provider.

All payments are processed through a third-party payment gateway to ensure customer protection. Card information is not stored on the site and is securely handled through SSL encryption. Customers are advised to review the terms and conditions of the selected payment gateway, as it is responsible for all transactions made on its platform.

Depending on the type of items, the following lead time is followed:

In Stock
Door to Door (Local and International): 5-30 business days
Store Pick-up: 15-45 business days

Pre-Order
Door to Door (Local and International): 45-60 business days
Store Pick-up: 45-60 business days

Combined Orders
Door to Door (Local and International): Max Leadtime
Store Pick-up: Max Leadtime

For In-stock items, the following lead time per location follows:

• NCR: 6-15 days
• Mindanao: 5-17 days
• South Luzon: 9-18 days
• Puerto Princesa: 17-33 days
• North Luzon: 9-18 days
• Batanes: 21-33 days
• Visayas: 5-15 days
• Coron: 21-26 days
• Bicol Area: 10-17 days

If your order is a combination of in-stock and pre-ordered items, maximum lead time of delivery applies.

For Door to Door (Local and International) delivery, our partner couriers allow only up to two (2) consecutive delivery attempts, if it will not be received for any reasons thereof, it will be shipped back to our warehouse and you will be charged for the re-shipment of your order.

We offer Door-to-Door delivery for both local and international shipping with a shipping fee that varies based on delivery location.

You may also pick-up your order/s in our Royal Gem .The following are our pick-up store locations:

• Royal Gem – Metro Ayala, Cebu
• Royal Gem – Metro Market-Market

Free shipping applies with a minimum order amount of twenty thousand pesos (Php 20,000) for local shipments only. Lead time for Door-to-Door and Store pick-up applies.

Handling Fee applies Store Pick-up (rush).

To guarantee your items’ protection, all items sold online are ensured.

Yes, we ship internationally with FedEx.

The following are the countries that we serve:

• Australia
• Germany
• Italy
• Malaysia
• United States
• Austria
• Great Britain
• Japan
• Qatar
• Taiwan
• Bahrain
• Hong Kong
• Kuwait
• Saudi Arabia
• Canada
• India
• New Zealand
• Singapore
• France
• Ireland
• Norway
• United Arab Emirate

Yes you may, kindly inform your authorize representative to bring the following:

• Required ID of the person who made the order and his/her representative
• Signed authorization letter and a scanned copy of the Order Confirmation Receipt for verification of claim.

Items sold on our website goes through strict quality control procedures before it is shipped, and all items shipped are fully insured in case of loss or damage.

If in case there are damaged, defective, or incorrectly shipped items, we will gladly replace them. You may contact us by filling out our Customer Service Form for further assistance in your concern within 24 hours of order receipt, to make a request for your concern.

You will receive an email on the manner and procedure concerning your requests.

You can reach us anytime through our official social media pages on Facebook and Instagram.

You may also get in touch with us by visiting our Contact Us page. Just fill in your Email Address, Subject, and Message, then click “Submit.” Once sent, you’ll receive a ticket number to confirm that we’ve received your concern.

Our Customer Service Team is available to assist you from Monday to Friday, 8:00 AM to 5:00 PM (business days), and we’ll make sure to get back to you within 48 hours.