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.