Help Centre
How can we help?
Answers about ordering, our natural gemstones, custom jewellery, shipping and returns. If you cannot find what you are looking for, we are always happy to hear from you.
Ordering
Everything you need to know about choosing and buying a piece from Serendi Gems.
How do I place an order?
Choose your gemstone or piece of jewellery, add it to your cart and follow the steps at checkout. If you would like help choosing, send us a message and we will gladly guide you.
Which payment methods can I use?
All payment methods available for your order are shown at checkout before you pay.
Will I receive an order confirmation?
Yes. After you place your order you will receive a confirmation by email, followed by a shipping confirmation when your order is on its way.
Can I change or cancel my order?
You can request to cancel or remove items until they are fulfilled. Sign in to your account, open the order and choose the cancellation option, or contact us.
Gemstones & certificates
Every stone we offer is natural, and we describe each one as clearly and honestly as we can.
Are your gemstones natural?
Yes, we sell natural gemstones. Each product description lists the stone's details, including any treatment information stated in its laboratory report.
Do your gemstones come with a certificate?
Many of our gemstones come with a report from an independent gemmological laboratory. When a stone has one, the report details are listed in the product description and an image of the report is shown with the product photos.
Can you help me find a specific gemstone?
Yes. Use the Request a gemstone form on our Gemstones page and tell us the stone, shape, carat, colour and budget you have in mind.
Why might a stone look slightly different on my screen?
Screens show colour differently and gemstones change with the light around them. If you would like more photos or a video before you decide, just ask.
Custom jewellery
From a single stone to a finished piece, made around your story.
Can you make a custom piece for me?
Yes. Share your idea through our custom jewellery request form with the type of piece, gemstone, metal, size and budget. We will reply by email to talk through the design with you.
Can I set a gemstone I buy from you into jewellery?
Yes. Mention the gemstone in your custom jewellery request and we will suggest settings that suit it.
How do I find my ring size?
Every ring page has a Ring size guide with a printable guide you can download. If you are unsure, contact us and we will help.
Can a custom-made piece be returned?
Pieces made to your specifications or clearly personalised may not be covered by the right of withdrawal. We confirm the terms with you before we begin making your piece.
Shipping
Carefully packed and sent with care, wherever you are.
Where do you ship from?
Most of our pieces are held and dispatched from Sweden. Special orders may be sent directly from Sri Lanka, and we will let you know if that applies to your order.
Which countries do you ship to, and what does it cost?
The shipping options and rates available for your address are shown at checkout. You can also read our shipping policy.
How do I track my order?
When your order ships you will receive a shipping confirmation email, including tracking details when they are available.
Will I pay customs duties or import taxes?
Orders shipped outside the European Union may be charged import duties or taxes by the destination country. These are set by local authorities.
Returns & cancellations
Clear, simple terms, so you can buy with confidence.
How long do I have to return an item?
You can request a return within 14 days, starting from the delivery of the last item in your order.
How do I start a return or cancellation?
Sign in to your account, open your order and choose the return or cancellation option. Please request a return before sending anything back, so we can share the return instructions.
What condition should returned items be in?
Items should be returned in the same condition you received them, unworn and unused, in their original packaging or as stated in the return instructions.
Who arranges return shipping?
You are responsible for arranging return shipping. Once your return is requested, we will send you the instructions for where to send your package.
When will I receive my refund?
For eligible cancellations in the EU, we refund within 14 days after you tell us you wish to cancel, but we may wait until we receive the goods back or proof that you have sent them. Refunds go to your original payment method. Read the full refund policy.
Still have a question?
Send us a message about a gemstone, a custom idea or an order, and we will get back to you by email.