The necessary shipping charges, customs duty, tax on the items will be paid in Sri Lanka by Lihiniya Gems depending if the article qualifies for free shipping. Please allow enough time for your items to be delivered before raising any concerns. We use EMS or FedEx depending on the value of the item and customer request. Once items have been shipped and have arrived at the destination country any applicable taxes and/or customs charges to be paid is the sole responsibility of the receiver/Customer. Lihiniya Gems will not be responsible for any such charges. Relevant charges and fees (customs charges, VAT, etc). We have no knowledge of the charges in different countries hence customers are advised to check with their local authorities about receiving Gemstones/Jewellery and charges you may incur. Your package/item sent by us will also sometimes be delayed if it is held at your local customs pending charges.
COVID-19 UPDATE (Important Please Read):
Due to the prevailing conditions postal services are experiencing delays. Please be aware of this when ordering and please ask us if you are unsure. We will handover your item as fast as we can to the relevant couriers. Once your package has reached the destination country and is with the respective customs/authorities we have no control over the package until it reaches its intended destination and Customers are advised to contact their local postal services/courier/Customs for any information. We will also contact the relevant agents to make sure items are delivered as soon as possible. Unfortunately Lihiniya Gems cannot take any responsibility for items delayed due to the pandemic situation or any other delay occurred due to courier delays, customs held up parcels, etc which is beyond our control.
RETURNS & EXCHANGES
Please inform us within 7 days of receiving the item for a full refund. Returns & exchanges will ONLY be accepted if the item purchased has been proven**(See below) not to be the item sold/mentioned on the official receipt/Certificate. This is partially due to strict import and export laws on Gems & Jewellery imposed by the government of Sri Lanka and please contact us prior to sending over any items by post from abroad to our store in Sri Lanka. Sri Lanka customs holds the items once you send them and there will be a fee to pay for us to receive the item regardless of it is a refund/return. Hence you are advised to contact us first. For returns/refunds the item in question has to be brought into the store with all relevant documentation along with the product in the original condition as when sold. All items will be checked and verified by sending the items to the relevant authorities/organisations (NGJA/Gemmologist/Metal Testing/Diamond Graders) to be verified if the item and documents match the items and documents given at the time of sale before refunds are processed. Returned items also will be checked for deliberate misuse/ careless use which is NOT covered by our refund policy. If you paid by card, card processing fees will be deducted before the refund amounts are calculated. If the payment was via Bank Transfer, any bank charges will be deducted by our bank before they are sent to you.
- Items that have been delayed due to customs at the receivers end, courier service or due to the current PANDEMIC situation are NON REFUNDABLE.
- Items “Made to Order / Custom Orders” are NON REFUNDABLE
**Proven by a competent authority on Gemmology e.g. GIA, GEM-A of Great Britain, GRS, etc. or for Jewellery/Metals, authorised organisations e.g. Essay offices of any country. Should accompany a full testing report on the percentage of precious metal and alloys. Items will be checked also against official receipts / guaranteed cards and Certificates. Items will also be checked for misuse, deliberate or accidental damage and sent to an independent laboratory to verify any claims before any refunds or returns are processed