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Q: Do you adjust the quality of your pictures/ photographs?
A: We do not enhance the quality of our pictures in anyway. All pictures are taken under normal lighting conditions using a simple Light Box, and similar to any other pictures you may find in the web/ magazines.
Q: Why does the item received look different to the pictures?
A: Sometimes, some Gemstones are more photogenic than others! We cannot control this factor. In over 99% of instances, the Gemstones seen in real life are always better than in our pictures. Other factors like differences in your monitor colour settings, etc, can also affect the quality of the pictures you are seeing.
Q: I cannot see the cats eye (or Star) effect in my stone?
A: All Star sapphires & Cats Eyes are best seen under an orange/ incandescent light, or directly under sunlight. The chatoyancy (in cats eyes) or asterism (in Star sapphires) does not appear otherwise.
Q: What are the tiny marks visible in some pictures and how does it affect the gemstone?
A: Many inclusions shown are not visible to the naked eye. The clarity of each gemstone is clearly marked in the ‘Description of the stone’ table in each product page, and described further in the the grading table link (on the same page).
Please note, all flaws are proof of genuine-ity! We sincerely believe in a full and honest representation of all our gems to reveal enhancements, origins and clarity, and we do not misrepresent gems.
Q: Who are the gemmologists that certify your gemstones?
A: Our Customers are given the option of choosing from three extremely reputed gemmologists in the country:
Sri Lanka Gem Corporation – a State owned body that carries out independent testing of any gemstone available. Charges start form $25 depending on the size/ value of the stone and the series of tests carried out.
Reputed Gemmologists qualified in the United Kingdom. Charges start form $20 depending on the size/ value of the stone and the series of tests carried out.
Gemmological Institute of Colombo – a relatively new and independent firm, affiliated with Tokyo Gem Laboratories of Japan. Charges start form $50 depending on the size/ value of the stone and the series of tests carried out.
(Note: testing a stone for heat enhancement is a long and more difficult process and will be charged separately by each gemmologist.)
Q: How do I pay you?
A: You can pay via Paypal, 2CO, Moneybookers, Cheque, Moneygram, Western Union, and Bank Transfer.
Q: Do you accept Cheques?
A: Yes, we do accept cheques in certain countries listed below. We dispatch items immediately upon realisation only and can lead to delays when dealing with cross-border banks. Therefore, we recommend that you use Paypal ( www.paypal.com) if you have access to a credit card – it is, both, safe and fast. You can send your payment to sales@jcopl.com if you are using Paypal.
Q: Where do I post cheques to?
A:
Postal Address (India):
Reyaz Farook
c/o JCO Pvt Limited
Flat No. 304 Casablanca Appartment
Airport Road,
Bangalore 560017 KA,
India.
Postal Address (UK):
MH Fauz
c/o Ilham Reyaz 14,
Rockwell Court,
Whippendale Road,
Watford,
WD18 7HQ
Q: Do you accept Bank Transfers?
A: Yes, we do accept bank transfers.
Q: Why have you sent me two different invoices?
A: We have used two invoices to make the shipment safer during transit and at customs checkpoints. We show a negligible value on the first invoice that is open to the courier company and any customs officials, in case the package is opened. This saves you from any potential customs duties or theft by courier staff. The second invoice that is emailed to you via pdf is the correct and original invoice that is meant for the Customer.
Q: Do you adjust the quality of your pictures/ photographs?
A: We do not enhance the quality of our pictures in anyway. All pictures are taken under normal lighting conditions using a simple Light Box, and similar to any other pictures you may find in the web/ magazines.
Q: Why does the item received look different to the pictures?
A: Sometimes, some Gemstones are more photogenic than others! We cannot control this factor. In over 99% of instances, the Gemstones seen in real life are always better than in our pictures. Other factors like differences in your monitor colour settings, etc, can also affect the quality of the pictures you are seeing.
Q: I cannot see the cats eye (or Star) effect in my stone?
A: All Star sapphires & Cats Eyes are best seen under an orange/ incandescent light, or directly under sunlight. The chatoyancy (in cats eyes) or asterism (in Star sapphires) does not appear otherwise.
Q: What are the tiny marks visible in some pictures and how does it affect the gemstone?
A: Many inclusions shown are not visible to the naked eye. The clarity of each gemstone is clearly marked in the ‘Description of the stone’ table in each product page, and described further in the the grading table link (on the same page).
Please note, all flaws are proof of genuine-ity! We sincerely believe in a full and honest representation of all our gems to reveal enhancements, origins and clarity, and we do not misrepresent gems.
Q: How much does it cost to ship to my location?
A: We ship Worldwide and will cost from US$4.99 for regular shipping via Registered Post (2-4 weeks), and US$24.95 for expedited shipping via Courier (3-5 days). You may also combine shipping for just US$1.00 per additional item and up to 5 items (or $1,000) per invoice in order to maintain safety.
Q: How soon will you ship my parcel?
A: All Regular Shipments are shipped within 3 working days, and Expedited/ Courier Shipments are shipped within 24 hours of receiving cleared payment.
Q: How long will it take before I receive my parcel?
A: Transit times usually average between 2 and 4 weeks for any destination in the world, if you have opted for Regular Shipping.
If your chosen method of shipping was Expedited Shipping via Courier, then it will take approximately 3 to 5 days to deliver.
During Peak periods, regular shipping may take a further 1 or 2 weeks to deliver (and very rarely even more), which is beyond our control.
Shipments to India usually take much less time to deliver (and usually less than 2 weeks).
Please note, we are not responsible for transit times, which may increase significantly during peak seasons, or if held in customs for inspection, or any other factor that is beyond our control.
Please see our Shipping Rate Table for the latest shipping rates & transit times.
Q: Do you give discounts for combine shipping?
A: Yes, we do combine shipping for just US$1.00 per additional item! All Store Items can be combined during shipping up to a maximum of 5 items or $1,000 (whichever comes first). For multiple items purchased with different shipping rates, the maximum shipping amount of an item will apply.
Only shipments purchased within 7 days of each other are eligible for combined shipping. This is to ensure that your purchase is shipped safely and without incurring any Customs Duties, etc. wherever possible.
However, if the package is detained at customs, the customer is responsible for any duties that may be charged.
Promotional items are not eligible for this discount unless otherwise stated in the listing/ product page.
Q: What address do I ship to in case I wish to return an item?
A: Customers are requested to notify us via email within 30 days of the invoice date, if they wish to claim a refund via emailing sales@jcopl.com.
Returns must be received within 14 days of receiving a Retuned Merchandise Authorisation (RMA) number.
Re-shipping fees are the responsibility of the Buyer.
Items must be received in original condition and packaging, invoice, and certificate (if provided free of charge) for returns to be accepted.
Return Address:
JCO (Pvt) Limited 112,
Centre Road,
Colombo 15,
Sri Lanka.
Shipping & Insurance costs, Taxes, and Gemmological Certificate costs will not be refundable under any circumstance.
Items received after 30 days from the invoice date will not be accepted.
We reserve the right to refuse a refund if we feel this policy is being abused/ without providing any reason.JCO Pvt. Limited - 112, Centre Road, Colombo 15, Sri Lanka.
Your refund will be processed immediately afterwards and may take up to 30days before it reaches your account depending on your chosen method of payment.
In the meanwhile, please be informed that you will receive an email confirming that you are returning the item. We would appreciate you respond to this immediately so that we can claim back any fees paid by our company.
Q: It has been over a month; why has my package still not arrived?
A: On rare occasions, a shipment may get delayed due to peak seasons in the destination/ origin postal department, or held at customs for inspection. We will proceed to make a formal complaint in the occasion of such a delay after a period of 6 weeks have passed and the customer has still not received the package. Once we have made the complaint, it may take from 2 to 4 weeks before the department officially gets back to us with the status of the package and reason for delay. Usually, the package turns up at our customers’ door before they get back to us! Please bear with us until then, as this is beyond our control, and rest assured we do the best we can to keep track of your package until it has been safely delivered to you. Do not hesitate to contact us in the mean while, and especially if you do receive the package. Our postal system has proved to be extremely reliable throughout the years, as they have yet to lose one of our packages.
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