Our Policies

HOME DELIVERY: COMPLIMENTARY & SECURE DELIVERY

Prima Gems offers delivery throughout Thailand at no additional cost (except Hotel Delivery) 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).

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

ADDITIONAL LEAD TIME

• Delivery across Thailand only
• Limited stock on a creation might require an additional lead-time of 5-7 days.
• Certain creations may subject to customs inspection that typically requires additional 3-5 working days of delivery.
• Creations that require a CITES certificate might require an additional lead time of up to 10 working days. CITES certificates are needed to import protected products by CITES (the Convention on International Trade in Endangered Species of Wild Fauna and Flora).

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, Public Holidays, Christmas Eve and New Year’s Eve.
* Delivery lead times may be extended during the festive season and affected clients will be notified promptly via email. 

Every order may be returned once within 30 days after receiving the product at no extra cost.

Please see more information at RETURN POLICY.

Prima Gems E-BOUTIQUE RETURNS POLICY

This Return Policy details your options on how you can cancel a contract with us, how you can return your purchase, and your rights in relation to obtaining a refund.

RIGHT TO CANCEL

You have the right to cancel the contract created by our written order confirmation without giving any reason thirty (30) days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order. If you are a customer based in Thailand and have made a purchase via the Sales Channels, this is considered to be your statutory right to withdraw from the contract. To meet the withdrawal deadline, it is sufficient for you to withdraw before the withdrawal period has expired.

To cancel the contract and return your product(s), you can contact our Client Relations Center and follow the instructions that will be given to you, or you can send us in writing an unequivocal statement such as a e-mail to letter to Prima Gems Address: 991 Siam Paragon Shopping Complex M Floor Room M32A Rama1 Road, Pathumwan, Bangkok 10330. Alternatively, you may cancel using the Model Cancellation Form set out at the bottom of this Returns and Exchanges Policy but it is not obligatory.

RETURN PROCESS

Products that have been purchased through the Sales Channels may only be returned to our Prima Gems e-boutique distribution center at the address of our Returns Department, as provided in our section through our Client Relations Center, in accordance with these Conditions of Sale. Products that have not been purchased through the Sales Channels may NOT be returned to our e-boutique distribution center.

To return a product to our e-boutique distribution center, you must follow the steps mentioned below:

(i) Call the Client Relations Center to request a return and agree on a pick-up date with our logistics partner, You may be asked at this stage to provide information about the product for us to make a first assessment of the condition of this product;

(ii) The Client Relations Center will send you a return documents via email.

(iii) You must include in the delivery package, all its accessories, any free items you received as part of your order, the Service Guide, the warranty card and all other documents, in their original box;

(iv) Please seal the delivery package; and

(v) Our logistics partner will pick-up the sealed delivery package on the agreed date. The pick-up must be done within 21 days from the date of the exercise of the right to cancel the order by the Customer.

You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only merchandise received by our Prima Gems e-boutique distribution center will be eligible for a refund  If you decide to use a different logistics partner than the one provided by us, the risk of loss or damage to the product during transit shall remain with you until the product is in our possession.

CONDITION OF RETURNED PRODUCTS

We will verify that the returned product satisfies the conditions of the Returns  Policy and, if so, then proceed with the applicable refund.

Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original Prima Gems box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund accordingly.

Personalized products cannot be returned to Prima Gems for refund. This includes, without limitation, products that have been engraved or embossed, and belts or leather straps that have been adjusted. Writing instruments that have been filled with ink, as well as bottles and refills that have been opened, cannot be returned or exchange to Prima Gems.

If you have received free items as part of your order, they must be returned with the products.

Watch bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package.

All returns will be subject to strict Quality Control (QC) by Prima Gems to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, Prima Gems will refuse the return, and the products will be sent back to you. If the returned product satisfies Quality Control (QC), Prima Gems will proceed with the applicable refund or exchange.

Failure to comply with the return process above or the return conditions will entitle Prima Gems to refuse the returned product and send it back to you.

PRODUCTS YOU CANNOT RETURN

Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for refund. This includes, without limitation, products that have been engraved or embossed. This does not affect your consumer rights (please see our for further information).

REFUNDS

If the return complies with these Conditions of Sale, we will refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within fifteen (15) days after receipt of the written notice to cancel the order by Prima Gems. Standard shipping charges will be refunded.

Prima Gems offers complimentary secure delivery on all orders.

Working days are Monday to Friday, excluding public holidays.

SECURE STANDARD DELIVERY : 3-5 business days, please expect a delay due to possible customs inspection or remote shipping area.

Every creation is carefully handcrafted and delivered in iconic Prima Gems packaging.

Inspired by the splendour of the Eternal City.Designed to preserve Prima Gems’s magnificent creations over time, the packaging contains no harmful chemicals and is made from paper sourced from sustainable forests, wood fiber, 100% pure silk and natural latex from rubber trees.

*Note that the box size and design may vary slightly depending on the product purchased.