FAQ

CUSTOMER CARE

CONTACT US

If you need any support, our team of experts is available to help answer all your questions:

From assistance with your orders to style advice and gift ideas. Feel free to contact us, we are here for you at Line Official : @primagems or Tel : +662-1294786

PAYMENT OPTION

ONLINE ORDERS :

All creations button are available for online purchase, subject to availability.

If you are interested in purchasing a creation that cannot be added to your shopping bag, please contact our Client service Centre, where a Prima Gems Assistant will be delighted to assist you further.

MAY I CHANGE OR CANCLE MY ORDER ?

Please note that orders that have already been processed cannot be cancelled modified or exchanged in all cases. They are considered final sale.

PRICES, TAXS AND SHIPPING COSTS

All prices shown on the product pages of the Platforms include sales taxs/VAT shipping costs, other taxs unless otherwise stated.

We take reasonable care that prices of products and delivery costs are correct at the time when the relevant information was entered into the system However, it is always possible that, despite our resonable efforts, some of the products offered through our Sales Channels or delivery costs may be incorrectly priced. If any of products you place an order for or any delivery costs are incorrectly priced, we will contact you as soon as possible to inform you of this error. If we are unable to contact you using the contact details you have provided during the order process, we will cancel the order and notify you in writing. If we mistakenly accept and process your order where a pricing or delivery cost error occurs,we may cancel supply of the product and refund.

PAYMENT

We accept the methods of payment identified as part of the order process via the Sales Channels. Depending upon the means of payment, we may require additional information, including specific forms of identification.

When ordering on the Platforms, you will need to provide your payment details on the appropriate form. All payment card holders are subject to validation check and authorisation by the card issuer. If the issuer
of your payment card refuses to authorize payment to us, you will need to contact your card issuer directly to solve this problem.

Other payment methods may also be subject to validation checks and authorisation by the payment system providers as well. You expressly authorize us to perform security checks, where we deem necessary,
to transmit or to obtain information (including any updated information) about you to or from third parties from time to time, including but not limited to your payment card details, to authenticate your identity, to validate your payment card, to obtain an initial payment card authorisation and to authorise individual purchase transactions.

Where you use a Credit card/debit card as a payment method, the full amount of your purchase may be taken immediately following the placement of your order. Pre-payment shall not impact any of your legal
rights under these conditions of sale (including for example any right of refund). Once your order is shipped, you will be sent a confirmation of order and shipment. If we cannot meet our shipping and/or
delivery obligations set out below, we will notify you via e-mail and we will refund the pre-payment without undue delay. (For credit card/debit card, the full amount of your purchase may also be blocked on
your payment card until your order is shipped, at which point you will be sent a confirmation of order and shipment and your payment card will be charged the applicable purchase price)*

DELIVERY LEAD TIME AND COSTS
HOME DELIVERY: COMPLIMENTARY & SECURE DELIVERY

Prima Gems offers delivery throughout Thailand at no additional cost with high standard delivery service operators.

Prima Gems leaves a lasting impression on customers, as if they were receiving boutique service. Prima Gems’s signature bags will be stored in a box as well as products and wrapped with a tight strap and a Security Tag.

Delivery time: 5-7 business days* (for remote areas may take up to ten days).
Limited stock on a creation might require an additional lead-time of 40days.

Please note that:
We delivery in Thailand only.
We are unable to deliver to the hotel address.

For more information regarding your delivery, please contact our Client Relations Centre on +662-129-4786 or by email at primagemsthailand@gmail.com

*Not applicable for Saturdays, Sundays and Public Holidays, Delivery lead times may be extended during the festive season and affected clients will be notified promptly via email.

RETURN

The campany dose not accept returns in all cases.

COMPLIMENTARY PRIMA GEMS SIGNATURE BOX WITH EVERY ODER

Handcrafted with care, every Prima Gems creation arrives in our signature packaging – an expression of elegance in every detail. Each of our jewelry boxes with soft textured fabric inside is designed exclusively for our most cherished pieces, this custom box ensure that your fine jewelry is not only beautifully presented, but also lovingly preserved.

SHIPPING ADDRESS

I would also like to receive marketing information about Prima Gems’s products or services.

We may send you this information using e-mail, text, telephone or post. We may also use your information to deliver personalised messages or advertising on social media or other digital platforms. You can ask us to stop marketing at any time.

SHIPPING METHOD

Prima Gems offers complimentary secure delivery on all orders.
Working days are Monday to Sunday : 12pm-7pm.

Secure Standard Delivery 5-7 business days, please expect a delay due to possible remote shipping area.

DELIVERY

We will use reasonable efforts to ensure delivery within the estimated delivery lead time from the date of Confirmation of Oder. If we do not delivery within forty (40) days from the date confirmation of order.
you may contact the Client Service Centre to Cancel the oder and get a refund of any sums you pre-paid us for any products which you have not received.

When estimating your delivery time, please allow time for credit approval, address verification, security checks and order processing.

CONDITIONS OF SALE

CONDITIONS OF SALE

These Conditions of Sale apply to any sales of Prima Gems products or services that you may order from our Selling Entity (as defined below), using the website and any associated mobile or digital applications that refer to these Conditions of Sale (together, the “Platforms”).

Prima Gems Thailand Ltd has its registered offices at Prima Gems Thailand, 991 Siam Paragon Shopping Center, M Floor, Room M32A, Pathumwan Subdistrict, Pathumwan District, Bangkok, Thailand 10330

SHIPPING POLICY

Prima Gems offers delivery throughout Thailand at no additional cost with high standard delivery service operators.Please note that we do not ship to certain addresses, such as military, certain restricted areas, pick-up points, hotels.

If you order several products, we will ship the order only once all products are available (there will be no partial shipments and unless otherwise communicated to you).

PERSONALISED SERVICES

Personalisation services (for example engraving or embossing) or other services may be available on a selection of products. If you wish to have your product personalised, you will need to bring the product into a Prima Gems store with its warranty card.

In addition, orders for personalised products cannot be cancelled and such products that have been personalised in any way through an in-boutique service or otherwise made to your bespoke specifications cannot be returned to us for exchange or refund as described in these Conditions of Sale. This does not affect your consumer rights (please see the Manufacturer’s guarantee and your legal consumer rights section for further information).

ORDER PROCESS

The order process of the Platforms will include the following:

Add to Shopping Bag: Once you have chosen a product, you may place this product in your shopping bag. You may then decide to continue shopping for other products and add them to your shopping bag (subject to availability and quantity limits). Placing an item in your shopping bag does not guarantee availability for purchase, which is not confirmed until you receive a written Confirmation of Order & Shipment.

My Account Checkout: When you are ready, you then proceed to “Checkout”, through your registered account. You may also remove one or several products you have selected from the shopping bag as part of the checkout process.

Delivery, Review and Payment: As part of the checkout process, you add and review your order details and personal information (including e-mail, shipping address or collect in store pick-up point, billing address and payment information). You should carefully check and confirm all details on the order summary page before placing your order.

Placing of Order: You then check the relevant box and place your order.

ACKNOWLEDGEMENT OF ORDER

Once you have made your choice and your order has been placed through the Sales Channels, you will receive a confirmation written of Order (by e-mail or otherwise confirming the details of your order together with an order reference number). Please make sure that you save this order reference number for any future enquiries regarding your order. This Acknowledgement of Order is not an acceptance of your order. To confirm the order, we will conduct its usual credit, anti-fraud, security and related legal checks and, if acceptable, will then process your order. Upon receipt of the confirmation of Order, it is your responsibility to review it and confirm that it accurately reflects your intended order. If you have any questions or concerns or if the Acknowledgement of Order does not reflect your intentions, you should contact the Client Service Center promptly.

These Conditions of Sale will be also be provided to you when we acknowledge your order.

MANUFACTURER’S GUARANTEE

We are committed to ensuring that each product strictly complies with our quality criteria and that it has passed all our controls, both technical and aesthetic.

Selected products are covered by the applicable Prima Gems Guarantee. If you wish to repair a product covered by the applicable Prima Gems Guarantee, please refer to the applicable Prima Gems Customer care, and call our Client Service Centre for more information.

COMPLIMENTARY SERVICES

All orders will be shipped with the Prima Gems box gift wrapped in Prima Gems special packaging, together with a Prima Gems shopping bag (where applicable).

REPAIRS

For any repair inquiries relating to a product ordered through the Sales Channels, please contact our Client Service Centre.

PRODUCT DESCRIPTIONS

We try to ensure that the information, including product descriptions, dimensions, and colours, provided on the Platforms, in advertisements or catalogues or as provided by the Client Relations Centre is accurate and complete.

However, we make no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. In particular, any description and information concerning the weight of precious materials and the number of stones and carats are provided as an indication only and may vary slightly.

For jewellery, this information uses the metric size 52 for rings and the metric size 16.5 for bracelets.

RECEIPTS

When ordering products via our online channels, you will receive a receipt that will be sent to you in a writing form once your order has been shipped.

A physical receipt will be sent with your order or sent separately to your shipping address.

PRODUCT AVAILABILITY & QUANTITY

All orders placed through the Sales Chanels are subject to availability and acceptance of such order by us.

Products shown on the Platforms, which cannot be added to the shopping bag, are not available for sale via the Platforms. The Client Service centre can provide more information as regards to these products. For information about the oder process, please refer to our Oder Process section below.

Quantity limits may apply in relation to orders for certain products. We reserve the right to refuse at any moment in time,without pior notice, orders exceeding a certain number of authorised products.

CONFIRMATION OF ORDER&SHIPMENT

Upon shipment of your order. We will send you a Confirmation of Oder & Shipment in writing (by e-mail or website). This Confirmation of Order & Shipment constitutes our acceptance of your order and indicates the existence of a binding sales contract.

*To ensure that all Prima Gems products are brand new, the brand has no policy to return or exchange.

1. All prices offered on the website are subject to change without prior notice.
2. Payment for the product will be made in Thai baht using a credit card or other channels accepted by the company.You represent and warrant that you are the rightful owner of the credit card and other payment
method used to pay for the Products. The final price charged in your currency will be calculated by the card issuing bank.
3. The final price of the product includes shipping and insurance, but does not include taxes and other costs that may occur in the destination country.
4. The company will deliver the product to you as soon as possible, but cannot guarantee the date and time of receiving the product, which may be affected by matters beyond control.The delivery time of the Products
is the best estimate of the Company only. The Company reserves the right to be responsible for any delays that may occur due to the delivery of the Products (whether or not notified to you).

PRODUCT & SERVICE CARE

Prima Gems products after purchase regularly every time for customers can receive service at any time.We have expert supervisors and tools ready to take care of your jewellery.”

If there are scratches that make it look unsightly, or if the ring size is not the right size, you can bring the jewelry in for polishing, plating, and resizing according to the conditions.

Prima Gems also offers product resizing, message engraving, and anti-tarnish plating, which are special services that will keep your jewelry looking beautiful and new all the time.

You will also receive a jewelry box to store your jewelry.

• After-sales service: You can bring your product with the warranty to receive service at Prima Gms Siam Paragon.”

• Cleaning service: The company provides free cleaning service for the product throughout its lifespan.

• Plating service: The company provides free plating service up to 2 times within 2 years (from the date specified in the warranty).

• Ring size adjustment service: The company provides free plating service up to 2 times within 2 years (from the date specified in the warranty).

• Repair service: If the product has a problem, such as the body or diamonds, it can be repaired. (There will be an additional cost based on the actual cost.)

• For rings with a body made of 18K gold (750/1000), you can use the size adjustment service up to 2 sizes free of charge, up to 2 times within 2 years (counting from the date specified in the warranty).

• Change in product weight or size: In the event that you bring the product in for service, the gold weight or size of the product may change from the information specified in the warranty card.

• Using the warranty card to receive service: Please bring the product warranty card with you every time you bring the product for service. If you do not have the warranty card, you will not be able to receive the service.

We reserve the right to charge the service fee according to the specified conditions.

• Issuance of a new warranty: The company reserves the right to issue a new warranty in all cases.

**Note : In case of other damages caused by wear and tear, customers are required to pay additional costs for repairs or services, such as diamond or gold costs for the setting, etc.

If you have any further questions or concerns regarding our services, please contact Prima Gems Customer Center at 02-129-4786.