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Terms & Conditions



These Terms and Conditions of Use (the "Terms of Use") apply to the Royal Gem website located at, and all associated sites linked to by Royal Gem, its subsidiaries and affiliates. The Site is the property of Royal Gem and its licensors. By using the Services, such as placing orders on the Site, you are agreeing to all of the Terms of Use.
Royal Gem reserves the right, at its sole discretion, to change, modify, add or remove portions of these Terms of Use, at any time. It is your responsibility to check these Terms of Use periodically for changes. Your continued use of the Site following the posting of changes will mean that you accept and agree to the changes. As long as you comply with these Terms of Use, Royal Gem grants you a personal, non-exclusive, non-transferable, limited privilege to enter and use the Site.

How To Create And Account with Royal Gem

To place an order for items in customer cart, customer shall proceed to checkout by creating an Account at Item/s placed in customer cart is not deemed reserved and may be purchased by other customers unless checkout process is completed.

When customer creates an account, customer warrants that all information which customer is required to provide is accurate, and relates to customer placing the order and not to any third party.

Customer account shall be held confidential and will not be disclosed or shared to anyone.

In cases when password is forgotten, Customer may request to retrieve the password in a secure password file through the registered email account.
Once registered, customer may sign in the account details to access customer account.
The account that the customer registered will receive the details of the transactions including order confirmation and order status.

Processing of customer order will commence once payment is confirmed based on the order details provided upon placement of the order, thus cancellation of order is not allowed once order is in process.

Customer will receive an Order Confirmation Email through the registered email used acknowledging the Order that customer has placed.
Royal Gem reserves the right to decline customer’s order in the event that any of the following circumstances occur:

  1. Royal Gem is not able to obtain payment confirmation of the order within the period required;

  2. Customer’s delivery address/location is out of the deliverable areas of Royal Gem’s partner courier; and

  3. Item is out of stock by the time the customer placed the order.

All items sold in Royal Gem’s online shop are insured.

The information set out in the Terms and Conditions contained on this site do not constitute a valid offer/agreement.

Price and Payment

Royal Gem reserves the right to change prices at any time without prior consent from its customers. All products are billed according to the prices in effect at the time the Order is processed, subject to availability.

Customer will be required to pay in full the amount due provided in the payment instruction email inclusive of shipping/ handling fees and taxes through any of the following payment options:

Accredited Banks and Payment Centers

  1. Online Banking - Customer should settle payment not later than 11:59 pm of the same day the order was placed.

    If order was placed during a weekend or holiday, payment should be on the next banking day, otherwise the order will automatically be cancelled.

BDO, Chinabank, PNB, RCBC, Unionbank, UCPB, Security Bank, EastWest, Metrobank, BPI, Landbank, AUB, PS Bank

  1. Over-the-Counter (Bank) - Customer should settle payment within twenty-four (24) hours from the date the order was placed.

    If order was placed during a weekend or holiday, payment should be on the next banking day, otherwise the order will automatically be cancelled.

BDO, Chinabank, PNB, RCBC, Unionbank, UCPB, SecurityBank, EastWest, Metrobank, BPI, Landbank, AUB, PS Bank, Robinsons Bank

  1. Over-the-Counter (Non-Bank) - Customer should settle payment within forty-eight (48) hours from the time the order was placed, otherwise the order will automatically be cancelled.

DragonpayCredits, Bitcoin, Paypal, CebuanaLhuillier, LBC, BayadCenter, M. Lhuillier, Robinsons Dep’t. Store, SMDep’t/Supermarket/ SavemoreCounter, ECPay;MetrobankRemit; PNB Remit; Ventaja; CashU

  1. MobilePayments- Gcash; BPI Globe Banko

  2. PayPal Payment– payments can be made with PayPal Account or Credit Card Payments. All payments are verified by PayPal and is subject to PayPal’s Terms and Condition.

All payments made are handled and transacted through our third party payment gateway to guarantee customer protection. Card information is not stored and all card information is handled over SSL encryption.

Please read the terms & conditions for the payment gateway chosen for the transaction as they are responsible for the transactions made.

Order Lead Time

Royal Gem shall only process order upon receipt of payment confirmation notification from the partner payment gateway. Lead time will depend on item type and selected shipping method as follows:

For Instock, the lead time for door to door delivery is seven (7) to ten (10) business days from the payment confirmation date.

There will be free shipping for Instock with a minimum purchase amount of five (5) thousand pesos for local shipments.

For Instock, Store Pick -up, the lead time is ten (10) to fourteen (14) business days from the payment confirmation date. There will be no handling fee for regular store pick-up schedules.

Rush shipping of Instock for store pick-up is three (3) to five (5) business days and minimum fee applies.

For Pre-Order, lead time will depend on the availability of the item ordered.

If the Order is a combination of in-stock and pre-order item/s maximum lead time applies.

Delivery and Shipping

Offered shipping methods are the following:

  1. Door-to-Door delivery

  • Local Door-to-Door delivery will be restricted to out of delivery zones as identified by our partner courier. Please click here for reference. 

  • Shipping fee applies to door-to-door delivery and international shipping.

  • Shipping Fee for Local Shipping is calculated based on 1% valuation charge plus 12% VAT of the valuation charge plus the shipping rate. Valuation charge is based on the total purchase amount.

  • For International Shipping, Shipping fee shall be based on the basic fare per country plus the valuation fee and 12% VAT. Valuation charge is based on the total purchase amount.

  • For International Shipping, Royal Gem shall not be responsible for custom charges, all other charges except on top of the shipping fee shall be paid by the customer.

  • An Order Status shall be sent via email once order has been dispatched.

  • Unless otherwise agreed in writing, delivery shall be made in accordance with Royal Gem’s shipping policy in effect on the date of shipment.

  • Royal Gem cannot guarantee the delivery of customer’s order on the dates provided in the Order Status email, thus Royal Gem will not be held responsible for any failure of performance to make timely delivery of order in the event such failure was due, in whole or in part, to national, provincial or municipal action, statute, ordinance or regulation, strike or other labor trouble, fire or other damage to or destruction of, in whole or in part, the items or the manufacturing facility for the items, any other cause, act of God, contingency or circumstances not subject to the reasonable control in our part, which causes delays or hinders the manufacture or delivery of the items. We shall determine in good faith the extent to which it can reasonably control a cause, contingency, or circumstance that affects the performance of its obligations.

  1. Store Pick-up

  • A handling fee will be charged for rush store pickups.

  • Handling fee will be 50% of the shipping fee amount.

  • An order status will be sent via email to customer once order is available for pickup at selected store location.

  • A copy of the order confirmation receipt and required ID (one (1) Primary ID, two(2) Secondary ID) shall be presented to claim the order. The following shall be considered as valid identification cards:

Primary ID: Government-issued ID

          - Unified Multi-Purpose ID (UMID)

          - SSS (Digitized)

          - Passport (with signature)

          - Driver's License

          - Firearm license

          - PRC ID 

          - IBP ID

          - Digitized Postal ID

Secondary ID

          -Voter’s ID with Biometrics
          -PhilHealth ID
          -Company ID
        -Temporary Driver's License (with Official Receipt and Copy of expired license)

  1. Free Shipping

Free shipping applies for orders with a minimum purchase amount of five (5) thousand pesos for Local Shipments ONLY. It is applicable for both door to door delivery and store pick-up in their corresponding lead time.

Order Receiving/ Pick-up

  1. Door-to-Door delivery

  • Once delivered, customer shall check the following in the presence of the partner courier’s representative before acknowledging Proof of Delivery (POD):

           - tampered packaging
           - damaged item/s
           - missing item/s
           - wrong item delivered
           - wrong size
           - not as advertised
           - missing jewelry component

  • Customer should note in the POD (courier’s copy) all comments pertaining the items delivered.

  • The shipment is deemed delivered and received in good order and condition in the absence of any comments or complaints in the POD. Thus, Royal Gem shall not be held liable in case of any claims pertaining to missing item/s or damaged after POD has been acknowledge without notations.

  • Approved Claims for lost items shall be subject to the third party courier processing of claim policy.

  • For door to door delivery, Royal Gem shall allow up to two (2) consecutive delivery attempts, otherwise customer order will be shipped back to Royal Gem’s warehouse and customer will be charged of the reshipping fee.

  • If customer cannot claim the order personally, customer’s representative shall present a duly signed authorization letter, the required ID of the customer and of the customer’s authorize representative to the courier upon claim.

2.Store Pick-up

  • Upon claiming customer item, customer will affix signature under “Received the goods in good order and condition” to confirm receipt.

  • If customer upon claim received an item that is not in conformity with what is specified in customer’s order details, Royal Gem will be held responsible to replace the item based on the customer’s order details.

  • No request for item change/replacement shall be allowed after item has been claimed in store pick-up.


Ordered items on store pick-up are not subject for exchange. However, for door to door delivery, exchange/replacement requests of items can be made for the following reasons:

  • Damaged item/s - Items received with damages (e.g dents, broken jewelry components).

  • Missing item/s - Incomplete quantity received based on what the customer has ordered (or what was specified on the website at the time of purchase).

  • Wrong Item delivered - Incorrect item/s based on what the customer has ordered (or what was specified on the website at the time of purchase).

  • Wrong Size - Incorrect size based on what the customer has ordered.

  • Not as Advertised - Item/s did not comply with its specification based on the item/s description.

  • Missing Jewelry Component - Item/s have missing jewelry component (e.g missing pendant).

Exchange/ replacement request for damaged and missing items shall be allowed only if duly noted in the (POD)/ proof of delivery (courier’s copy).POD (courier’s copy) shall be retrieved from our partner courier and validated prior to approval of exchange/return request. A maximum of seven (7) working days is required for the POD retrieval process only. Processing of returns shall commence once approval and verification are made. Processing of returns shall be within thirty (30) business days.

Exchange/ replacement request for wrong item/size delivered, item not as advertised and missing jewelry component shall be made within twenty-four (24) hours from receipt of order.

Royal Gem does not accept cash refund requests.

Personalized orders are non-returnable and cannot be exchanged unless the personalized item received by the customer is not in conformity to the customer’s order specifications.

How to Create an Exchange/Replacement Requests

Customer shall contact customer service by filling out the customer service form to request.

Item replacement should be equal or higher amount than the store credit amount. If purchase price of replacement item is lower than the store credit amount, Royal Gem will not be liable to refund the remaining amount. Remaining amount shall not be incurred for other transactions.

If the purchase price of the replacement item is higher, customer shall pay the excess amount including the additional shipping fee incurred due to increase in valuation.

Once exchange/ replacement request is approved, customer shall receive instruction on the manner and procedure of exchange through the registered email.

Royal Gem will only accept returns for purchases made from our online shop. Jewelry purchased from our stores must be returned to the store from where it was purchased, and are subject to the store’s return policy.

Disclaimer of Liability

1.0 Disclaimer of Liability
The content displayed on this Site is provided without any guarantees, conditions or warranties as to its accuracy. Unless expressly stated to the contrary and to the fullest extent permitted by law, ROYAL GEM and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, or common law and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this Site and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise.

2.0 Indemnity
You agree to indemnify, defend, and hold harmless, its officers, directors, employees, agents, licensors and suppliers from and against all losses, expenses, damages and costs, resulting from any violation of these terms and conditions or any activity related to your account (including negligent or wrongful conduct) by you or any other person accessing the site using your Internet account.

3.0 Guarantee and Complaints Management

3.1 Royal Gem, shall perform its obligations under these Terms and Conditions with reasonable skills and care.
3.2 Royal Gem place great value on its Customer satisfaction. Customer may contact Royal during business days using of these Terms and Conditions. Royal Gem will attempt to address customer concerns as soon as possible and will contact customer on receipt of any relevant inquiry or complaint. Should customer not have received any response from Royal within five (5) Business Days, please make further inquiries.

4.0 Personal Data Protection

Please see our Privacy Policy, which forms part of these Terms and Conditions.

5.0 Circumstances Beyond Our Control (FORCE MAJEURE)

5.1 Royal Gem shall not be liable to customer for any breach, hindrance or for any failure of performance to make timely delivery of an order attributable to any cause beyond our reasonable control, including without limitation:
(a) Strikes, lock-outs or other industrial action;
(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
(d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
(e) Impossibility of the use of public or private telecommunications networks; and
(f) The acts, decrees, legislation, regulations or restrictions of any government, shipping, postal or other relevant transport strike, failure or accidents.
5.2 In the circumstance that the Force Majeure event lasts for more than one week, either the customer or Royal Gem may terminate and cancel the Order by written notice, and without any liability other than a refund of the Ordered product already paid for, and not delivered.

6.0 Notices

Royal Gem reserves the right to amend these Terms and Conditions at any time. All amendments to these Terms and Conditions will be posted on this site. However, continued use of the Site will be deemed to constitute as acceptance of the new Terms and Conditions.
Any notice under these Terms and Condition shall be given in writing through either registered mail, or electronic mail to the relevant party at the address or email address last known to the other.
(a) Notices given by post shall be deemed to have been served with two Business Days of being posted to the recipients address within the Philippines.
(b) Any notice given by electronic mail shall be deemed to have been served within two (2) Business Days from sending of electronic mail.
In proving such service it shall be sufficient to prove that the letter or electronic mail was properly addressed and, as the case may be, posted as a prepaid or recorded delivery letter or dispatched or a delivery report received.

6.1 All content included in or made available through, such as text, graphics, logos, button icons, images, audio clips, digital downloads, campaign titles and data compilations is the property of Royal Gem or its content suppliers and is protected by copyright laws and treaties .All such rights are reserved by Royal Gem and its licensors. Customer may store, print and display the content supplied solely for customer’s own personal use. Customer are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to customer or which appears on this Website nor may use any such content in connection with any business or commercial enterprise.

6.2 In addition, graphics, logos, page headers, button icons, scripts, and service names included in or made available through the Site are trademarks of ROYAL GEM in Philippines and other countries. ROYAL GEM’S trademarks may not be used in connection with any product or service that is not provided ROYAL GEM, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits ROYAL GEM. All other trademarks not owned by ROYAL GEM that appear on the Site are the property of their respective owners.

6.3 Customer must not use any part of the content on for commercial purposes without obtaining a license to do so from us or our licensors. In the event ROYAL GEM becomes aware of any infringement of its intellectual property rights, it shall not refrain from taking any relevant legal action.

6.4 If customer prints copy or download any part of in breach of these Terms and Conditions, customer’s right to use will cease immediately and customer must, at Royal Gem option, return or destroy any copies of the materials the customer have made. Customer shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by ROYAL GEM or its licensors.

7.0 Advertising on the Site
We shall use our reasonable endeavors to comply with any relevant regulations relating to the published by the applicable laws of the Republic of the Philippines.

8.0 Links to the Site
8.1 Customer may link to our home page, provided you do so in a way that is legal and is not likely to damage Royal Gem’s reputation or take advantage of it, but customer must not establish a link in such a way as to suggest any form of association, approval or endorsement on Royal Gem’s part where none exists.
8.2 Customer must not establish a link from any Site that is not owned by the customer.
8.3 This Site must not be framed on any other Site, nor may you create a link to any part of this Site other than the home page. Royal Gem reserve the right to withdraw linking permission without notice.

9.0 Non-Waiver
The failure of either party to enforce at any time or for any period of time any provisions hereof shall not be construed to be a waiver of such provisions, or of its rights to thereafter enforce each and every such provisions, unless expressed in writing and signed by the duly authorized representative of the party concerned.

10.0 Severability
In case any one or more of the provisions contained in these Terms and Condition shall be declared invalid, illegal or unenforceable in any respect, the validity, legality, and enforceability of the remaining valid provisions contained herein shall not in any way be affected or impaired thereby.

11.0 Assignment
You shall not assign, transfer, novate, charge, create any trust over or deal in any other manner with these Terms and Conditions or all or any of your rights or obligations under these Terms and Conditions.

12.0 Relationship
Nothing in these Terms and Conditions shall create or be deemed to create a partnership, an agency or a relationship of employer and employee between customer and Royal Gem.

13.0 Third Party Rights
No person who is not a party to these Terms and Conditions or a Contract shall acquire any rights under it or be entitled to benefit from any of its terms even if that person has relied on any such term or has indicated to any party to these Terms and Conditions or that Contract its assent to any such term.

14.0 Governing Law
This Agreement shall be governed by the laws of the Philippines. Any action arising from, related or incident to this Agreement shall be filed in the appropriate courts in Mandaue City, Cebu, to the exclusion of any other court elsewhere situated.

Representations and Warranties

Royal Gem and the Customer represent and warrant unto the other that:
(a) It is a legal entity duly organized, validly existing and in good standing under the laws of the Philippines;
(b) It has full legal capacity, power and authority to enter into this Agreement and to perform its obligations hereunder, and has taken all necessary action to authorize the execution, delivery and performance of this Agreement;
(c) These Terms and Conditions constitutes its legal, valid and binding obligation, enforceable against it in accordance with its terms in the courts of the Philippines;
(d) Its execution, delivery and performance of these Terms and Condition will not violate in any respect any provision of (i) any applicable law or regulation or any order or in eve decree of any governmental authority or court in the Philippines or (ii) its articles of incorporation and by-laws or other constitutive documents or (iii) any contract, its instrument or other undertaking to which it is a party or which is binding upon or any of its assets; and
(e) All authorizations, approvals, consents, licenses, filings, registrations, notarizations and other requirements of any governmental body, authority, bureau or agency, as well as of any private person or entity, necessary for the execution, delivery, performance, validity, enforceability, or admissibility in evidence of these Terms and Condition have been obtained, and are in full force and effect, and there has been no default in the performance of any material condition or restriction imposed in connection with any of the same.