Frequently Asked Questions

Do you offer free worldwide shipping?

Yes. Wherever you are in the world, we will ensure that your purchase will reach you safe and sound. We pride ourselves in offering our clients the best post-purchase service possible and this promise includes free worldwide shipping. We can also time the shipping to ensure the items’ arrival coincides with your special day.


Do you offer a guarantee?

Yes! We offer our clients a lifetime guarantee on all purchases. Should any irregular wear and tear crop up on any of our jewelry, do not hesitate to let us know and we will do our very best to ensure that you are serviced by our well-trained customer service experts. (needs more detail)


Do you accept custom orders?

Yes. We are able to accommodate a variety of custom order requests - from different gemstone or color arrangements, to different jewelry sizes, to custom made matching pendants, bracelets, and earrings. Send us an email at support@equalli.com with your specifications and we will be happy to accommodate your custom order.


Are the gemstones natural?

We only sell 100% natural earth mined sapphires and precious gemstones. We offer an authenticity certificate with every piece of jewelry purchased.


Where do the sapphires comes from?

In order for our rainbows sapphire jewelry to be made, we must purchase our material from almost every corner of the globe:

  • Red – Thailand

  • Orange/ Red – Southern Tanzania (Songea)

  • Golden – Madagascar

  • Yellow – Southern Tanzania (Tundura)

  • Yellow/ Green – Songea

  • Green/ Yellow – Australia

  • Green/ Yellow – Madagascar

  • Green – Australia

  • Green – Kenya

  • Green – Montana

  • Green/ Blue – Madagascar

  • Green/ Blue – Tundura

  • Blue – Madagascar

  • Blue – Tundura

  • Blue – Sri Lanka

  • Blue/ Purple – Tundura

  • Purple – Tundura

  • Red/ Purple – Madagascar

  • Red/ Purple – Sri Lanka

 

How are the gemstones sourced and are they ethically mined?

We at Equalli take every care to ensure that we only sell gems sourced from conflict-free zones. We have a sterling reputation to uphold and believe that honesty and integrity are two main ingredients of success. We only deal with reputable sources and ensure that all gems are ethically mined, and the profits from the stones purchased go directly back into community projects at the source. Our diamonds are purchased from reputable sources and are mined from conflict free areas.

We source the gemstones ourselves and do not operate via a middleman. With our extensive connections and dealings with numerous mines worldwide, we ensure that sourcing is done directly through them and that anything we save on intermediaries will be passed on to our clients.


Where are the gemstones cut?

We process all of our own rough stones in our cutting factory in Chantaburi, Thailand. Once our rainbow sapphires are selected to be used in our designs they are sent to our gold and silver factory in Bangkok where our skilled jewelers hand create each and every piece we sell today.


Where is the jewelry made?

We take pride in engineering the perfect piece of jewelry. Each piece is hand crafted by a member of our in-house master jewelers based in the colorful city of Bangkok. With a commitment to detail and quality, you can be sure that every piece that we make adheres to the highest standards of jewelry making.


Who is Equalli owned by?

Equalli is owned by Trent Anderson, who has been in the gemstone and jewelry business for over 14 years. As an Australian owned and operated enterprise, we at Equalli adhere to all national labor and ethical laws when it comes to our day-to-day proceedings. Although we outsource foreign talent such as professional jewelry makers and miners, we have an outstanding reputation in ensuring that every single employee is treated to a fair and respectable working environment. We believe that our staff is the glue that holds the company together and we take great pride in sharing this with the world.


How long until I receive my jewelry?

Equalli ships your item using insured express DHL couriers whenever possible. We have a lead time of up to 10 days, and shipping 3-4 days worldwide. For all countries not covered by DHL service area Equalli.com reseved the right to use couriers including but not limited to Fedex, EMS or Registered post. All orders are insured for the full value of the purchase. In the case the item is received damaged please take photos immediately and contact our customer support department for immediate replacement of your item.

IS EXPRESS SHIPPING AVAILABLE?

For all orders over $200 USD we offer express shipping for free using DHL insured door to door couriers. Orders totalling less than $200 USD you can upgrade for $30 USD, simply email us after you place your order and give me your order # and we will issue an invoice for the shipping upgrade.


DO YOU DO PAYMENT PLAN?

Sure, simply email us with the SKU of the item you would like to purchase and how long you require to pay it and we will send you a link to make payment for each instalment. We require 30% deposit (non refundable) at the time of order and your item will be dispatched the following day your final payment is cleared.


HOW DO I APPLY FOR A PAYMENT PLAN?

Email me supprt@equalli.com with the SKU and length of time you need to make the payment and we will set it up for you.


IS RESIZING FREE OF COST?

Sure. However we ask you cover the cost of shipping from your end. Simply ship me the ring and ill resize it, clean and polish it again and ship it back to you free of charge. The process of reszie takes around 1-2 weeks and shipping normally takes around 10-14 days to receive once shipped.


WHAT IS THE COVERAGE OF YOUR LIFETIME WARRANTY?

We cover any loss of stones resulting from manufacturing fault for the life of your jewelry. Any stone/ diamond that falls from its setting we will of course replace, repair and send back to you free of charge. We will also clean and polish your jewelry to make it look like new again free or charge.


DO YOU OFFER JEWELRY CLEANING?

If you also ever wanted your jewelry cleaned and polished to look spakling and new again then send us your jewelry and we will complete this process free of charge and ship it back to you. Please allow 2-3 weeks to receive your jewelry back.


HOW DO I KEEP MY JEWELRY CLEAN?

We always ship our jewelry with a silver and gold polishing cloth which can be used to keep your jewelry clean. In the case of it becoming seriously cloudy and dirty from years of use then simply put it in a ultra sonic jewelry machine or send it back to us and we will handle it all for you free or charge.


DO YOU CUSTOM MADE JEWELRY?

Absolutely, we love to create and work with our customers on new projects. Simply email me your ideas, pictures, sketches and as many details as possible and I will work with your personally from start to finish on a cutom order.

Generally speaking our custom orders start at $500 USD.


DO YOU DO ENGRAVING AND HOW MUCH WOULD IT COST?

We offer engraving for a cost of $1.50 USD per letter/ character. Please email after the order has been placed with the order #, letter for engraving and we will send you an invoice and update your order manually.


DO YOU WORK WITH ONLINE RETAILERS?

Yes sure we do. We have a special wholesale pricing system for all of our retail + online retail stores.


DO YOU REPLACE LOST STONES?

Absolutely, our jewelry has a lifetime guarantee so we replace lost or damaged stones for the life of the jewelry. Must be normal wear and not damaged from an accident.


IS IT SAFE TO MAIL JEWELRY?

Absolutely but please follow our return instructions to eliminate theft or loss during shipping.


WHEN WILL MY ORDER BE SHIP?

Everything is hand made by one of our artisan jewelers. We normally like 10-14 days to make your new item but in some cases for difficult pieces it may take up to 21 days to complete this process. Since we offer a lifetime guarantee we want to make sure its perfect first time so kindly allow us the required time to do the job right.


HOW DO I TRACK MY ORDER ONCE IT HAS BEEN SHIPPED?

We will send you a tracking number for your order once your item has been shipped. For DHL shipping you can track accurately online, for USPS shipping this requires a little more patience and isn't updated as quickly as we would like so kindly be patient during this time,


DO YOU SHIP APO AND FPO?

Not for high value orders, we require physical address as all of our jewelry requires signature upon delivery.


IF I PAID FOR SHIPPING AND RETURN MY ITEM, DO I RECEIVE A REFUND FOR THE SHIPPING FEE?

Only in special cases which we will agree to in writing, simply email us to see if you are eligible.


HOW LONG WILL IT TAKE FOR MY JEWELRY TO FIX ONCE I RETURN IT FOR REPAIR?

Normally we need around 1-2 weeks from the time of receiving an item to repair, clean and quality control an item prior to shipping.


HOW DO I GET MY ITEM REPAIR?

Simply email us with images of the damaged item and we will supply you with detailed instructions to return the item for repair.


WHY DIDN’T I RECEIVE AN EMAIL CONFIRMATION WHEN I MADE MY ORDER?

Kindly check to see if the payment went through either your Paypal account or CC. If the amount was taken from your account then next step is to check your junk mail to see if it slipped through. If you completed these 2 steps then please send me an email and ill forward you a copy of your order confirmation. Then add us to your “whitelist” so your shipping confirmation is received safely also.


HOW WILL I KNOW IF MY ORDER HAS BEEN SHIPPED?

You will receive an email confirmation with your tracking number.


How can I Subscribe to Newsletter?

In the bottom right hand corner of our website is our subscribe sign up, it looks like this.

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What's the Most Important in Jewelry Selection for Buying?

You should always buy a piece of jewelry that speaks to you. If you look at a piece of jewelry and fall in love with it, that's the piece for you. At the end of the day you are the one that will wear your jewelry either everyday or for a special occasion so it's important you absolutely love it.


How can I create my Personal Account on your Website?

Here is our registration page https://www.equalli.com/customer/account/create/ .
You can sign in and add your address, phone number and always come back to check the status of an order including tracking information. You may also add items to your wishlist which will be saved against your accoun for ease of finding the item next time you visit our website.


How can I change my Account's Password?

If you have forgotten your password simply enter your current email into our “forgot password” page and we will send you a link to reset your password. https://www.equalli.com/customer/account/forgotpassword/


Where is Equalli.com located?

EQUALLI is a Hong Kong registered company. We are based in Bangkok, Thailand where all of our hand made jewelry is manufactured. EQUALLI also has 8 retail stores located across the west coast of United States, several stores in Holland and soon some retail location in UK.
Locate a store near you here
https://www.equalli.com/stores/


What is the cancellation/backorder policy?

Please read our full refund policy here https://www.equalli.com/return-policy


Why is 18K gold more valuable than 14K?

18K is slightly more valuable than 14K gold because the gold content is more pure. In a hallmarked 14K and 18K piece of jewelry there is exactly

585: 58.5% gold, or 14K gold.  Good, strong gold but with a bit more gold than 10K.

750: 75.0% gold, or 18K gold.  Much more pure than 14K, still has good strength with a wonderful balance in purity.


Will I be liable for my jewelry order while it is being shipped?

No we are responsible for your jewelry from the time it leaves our office until it arrives at your door. We ship using DHL which is insured or we ship low value orders using registered airmial and although slower and sometimes tracking online doesn't work it still carries insurance to the value of your order. 


Do you charge sales tax?

We do not charge sales tax BUT you may incur import duties from your government.


What are my payment options?

Right now we offer Paypal and Credit Card checkout. In the future we will have more payment options available. 


Is it safe to place an order on the internet?

Of course, we always use 256 bit encryption on our website and checkout page. We take your personal information very seriously and do not sell or trade your information with any third party organisation.


What if I have placed a duplicate order?

We will notify you to confirm your order in the case that we receive 2 or more orders for the same item within a few days. Don't worry we pay attention to the small details here so we are ontop of everthing.


If there was a problem while submitting my order, should I just resubmit?

Sure try to submit until your order goes through. If you feel there is a problem with our site or our payment gateway then please of course reach out to us by either our live chat, email or phone.


What are your delivery Charges?

FREE worldwide for all orders except in the case of custom orders where we normally charge $30 USD for small to medium priced orders and a little more for higher priced orders to cover insurance on you delivery.


What packaging will my Equalli Jewellery arrive in?

We ship your jewelry item in one of our designer jewelry boxes branded with our EQUALLI logo. We also send you a certificate of authenticity, a lifetime warranty card and a free jewelry cleaning cloth with every purchase.