CUSTOMER SERVICE


  • FREQUENTLY ASKED QUESTIONS
  • PRODUCT CARE
  • PRIVACY POLICY
WHAT ARE THE STORES’ OPENING HOURS?

In order to ensure that our customers can easily plan for a visit to a Royal Gems store, all our branches open for operation from 09:00 – 17:00 every day of the week, including weekends and national holidays. It is our pleasure to be able to service our loyal customers 365 days a year.

DO I NEED A PASSPORT TO BUY ITEMS FROM A ROYAL GEMS STORE?

In order to gain all the benefits we have to offer, all customers visiting a Royal Gems store is encouraged to bring their original passports with them. If in doubt regarding this policy, please feel free to contact us for more information.

WHAT TYPE OF GUARANTEE IS OFFERED WITH EACH PRODUCT PURCHASE FOR AUTHENTICITY?

Royal Gems confidently certifies all products purchased from our stores with a Certificate of Guarantee - this is to certify that all our products have been checked for its quality and authenticity by our team of specialists before arriving at the hands of all our customers. We would like all our customers to shop with confidence and understand that every piece that they are taking home with them is something that can be proudly displayed in any occasion.

CAN I BUY THE SAME ITEMS FROM EACH ROYAL GEMS BRANCH?

Although the majority of our basic collections can be bought at any Royal Gems branch, some special edition collections can only be found at certain branches at any given time. Please contact us if you have an interest in any specific piece in order to check for its availability. Our team will gladly work with you to ensure that the products you are interested will arrive in your hands in the most convenient way possible.

WHERE DO THE PRECIOUS GEMSTONES USED BY ROYAL GEMS COME FROM?

Royal Gems sources all of our gemstones locally from multiple mining sources located around the country including Chanthaburi the gemstone capital of Thailand. Local sourcing gives us the ability to ensure the highest levels of quality control which enables us to showcase Thailand’s craftsmanship through each individually polished stone.

HOW SHOULD I STORE MY GOLD AND SILVER?

It is important to always keep your gold and silver in a dry place. Exposing your gold and silver to excessive water or air will cause it to turn dull. Keeping it in a tarnish-proof cloth pouch or a jewelry box will protect it from the humid weather. Placing a pack of desiccant crystals place inside the storage area can also help ensure that the humidity does not damage the precious metals. If possible, avoid any contact with rubber bands or rubber products as the sulfur in the rubber can cause your gold and silver to tarnish and may cause corrosion.

HOW DO I CARE FOR MY GOLD AND SILVER PRODUCTS?

Although precious metals are commonly understood to be strong, it is always important to care for them as well. Paying attention to the gold and silver in any of your jewelry pieces will ensure that all your precious gemstones will have a remarkable companion holding them in place any time you wear it.

Typically, it is simply impossible to clean your gold or silver jewelry. Use a small cloth and dampen it in water with a small amount of jewelry specific cleanser mixed in it. Gently rub the gold or silver with the cloth several times then rinse the jewelry pieces in warm water and carefully dry. Doing so will remove any dust that causes the gold or silver to be dull, making your piece look just like new again.

HOW DO I CARE FOR MY GEMSTONES?

Gemstones are typically so strong already, so why do I need to “care” for it? Contrary to popular belief, just because your gemstones are “strong” it can still become dull from the pollution that it has to face during your daily wear. This can cause the gemstone to look cloudy and not sparkle under the light like it used to when you first bought it. As such, although it is recommended to take your gemstones in for a professional clean, between uses you can always use a non-abrasive cleaner. A mild solution of water and ammonia applied on the gemstone by a soft bristled brush will ensure that your gemstones will sparkle forever.

HOW CAN I GET AN ITEM REPAIRED?

All our products are accompanied by a certificate of guarantee. The guarantee is a lifetime warranty for all of our gemstones and is a promise from us to our customers that every carefully selected purchase they make with us is made in confidence.

It is important that your Royal Gems International Co. Ltd. purchase is entrusted to the care of only an authorized Royal Gems International Co. Ltd. agent. Handling of your purchase by an unauthorized agent may expose your purchase to unwanted damages which Royal Gems International Co. Ltd. cannot be held accountable for.

IS ONLINE SHOPPING AVAILABLE ON THE WEBSITE?

Online shopping on our website is available to all visitors. We are consistently adding more products online so that everyone can enjoy viewing and purchasing our products from anywhere around the world. However, to ensure that what you are looking for suits your specific needs we recommend that you give us a visit at one of our stores if you ever have the opportunity. We would love to welcome you!

DO OTHER WEBSITES SELL AUTHENTIC ROYAL GEMS MERCHANDISE?

No. Only our own retail outlets and our official website sells authentic product from Royal Gems.

HOW CAN I MAKE RETURNS OR EXCHANGES?

Even though all our products undergo very strict quality controls, we understand that there may still be unforeseeable circumstances. If our customers discover any manufacturing defects in warrantied products, Royal Gems International Co. Ltd. will gladly reevaluate your piece for repair or replacement free of charge. In order to ensure a hassle-free process, we also offer complimentary two-way shipping for all products covered under our lifetime warranty.

HOW CAN I SCHEDULE A STORE VISIT AND CONSULTATION?

Royal Gems International is always ready to welcome our customers. The company has expanded from its modest beginnings to become a household name and the largest precious stone and souvenirs retailer in Southeast Asia operating 365 days a year in over 2,200 sqm of store space around the world. Please contact us to schedule a visit or simply drop by unplanned, our stores have enough agent to assist all our customers any day of the week.

WHAT IS THE ROYAL GEMS CERTIFICATE OF GUARANTEE?

Royal Gems International Co. Ltd. is proud to be a part of a long standing heritage and confidently certifies that this is an authentic product purchased from our stores. It is our promise that this product has been checked for its quality and authenticity by our specialists and is a piece that is worthy of being showcased.

WHAT SHOULD I CONSIDER WHEN PURCHASING GEMSTONES?

Whenever making an investment in a gemstone product, just like any other kind of investment, it is important to know what you are looking for. The more you know about your requirements, the easier it is for us to find the right kind of product for you. We recommend that you bring to us as much knowledge as possible, but with our over 35 years of experience, we know a few things or two that could ensure that you will leave us satisfied.

WHERE CAN I REPORT A POSSIBLE COUNTERFEIT DESIGN OR A SUSPECTED WEBSITE SELLING ROYAL GEMS KNOCKOFFS?

If you ever suspect that you have spotted a fraudulent website claiming to sell a product produced by Royal Gems, please contact us and provide us with as many details as possible. We appreciate all your efforts in assisting us maintain the high quality that we strive to preserve.

We understand the significance of every purchase that you make. In order to prolong and sustain our products’ lifespan, we encourage our customers to treat all jewelry items with care.

All gemstones and precious metals should be protected from impact against hard surfaces and avoid contact with abrasive surfaces; if hit with enough force or at the right angle, a chip may occur even on the hardest stones. We advise that you always store jewelry in a soft pouch to ensure that no damage can be done. Extreme temperatures, chemicals, and mishandling of the jewelry can also damage all pieces of jewelry and should be avoided.

Over time, jewelry products can also become dull and clouded from excessive use. Before attempting to clean your jewelry, consult a professional for the best way to care for it. Our staff is knowledgeable and will be able to assist you with any queries you may have regarding product care.

Finally, when dressing, jewelry should always be put on last and taken off first.

Last updated: October 19, 2015

Royal Gems International ("us", "we", or "our") operates the http://www.royalgems.co.th website (the "Site").

This page informs you (a “User”) of our policies regarding the collection, use, and disclosure of Personal Information when you use our Site.

We will not use or share your information with anyone except as described in this Privacy Policy.

We use your Personal Information for providing and improving the Site. By using the Site, you agree to the collection and use of information in accordance with this policy. Unless otherwise defined in this Privacy Policy.

Information Collection

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, fill out a form, respond to a survey, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users’ means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

Cookies
Our Site may use "cookies" to enhance Users\’ experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. Users may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How We Use Collected Information
Royal Gems International may collect and use Users’ personal information for the following purposes:
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  • Security
    The security of your Personal Information is important to us. However, no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security.

    Changes to This Privacy Policy
    We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page.

    You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

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