Frequently Asked Questions

Do you ship internationally?

Yes we do. Please send us an email at sales@gemstonecreations.com.au with the code of the products you are interested in as you will be unable to complete the online checkout process through our website. We will then email you you a shipping quote. Our international shipping providers are currently either Australia Post or Fedex.

Are your products real or synthetic (imitation)?

All of our products are real. Many people don’t even know that fake or synthetic Amethyst and gemstones exists however they are definitely out there and they definitely don’t even get close in comparing to natural gemstones, amethyst and rock formations that have been created over millions of years.

Since our products are genuine products, they may at times contain natural imperfections, broken edges and minor repairs after extraction from the earth as well as through the polishing and preparation process.

Some of our gemstone products are dyed and we have noted that in the description of those particular items such as Pink Agate, some of the Blue Agate products, Purple Agate, some of the Green Agate Slices and some of the Orange Agate Slices.

Why are the cathedrals black at the bottom and back?

The bottoms and backs of the cathedrals have been moulded and painted to assist them to stand on their own.

Polished cathedrals have been polished to the band where the crystal and/or agate band starts and may have had some material added to help them stand on their own or to smooth out the sides or the back.

How do the Citrine products get their beautiful amber colouring?

Our range of Citrine products are heat treated. They get their beautiful range of amber colouring by being heated in a kiln to give them the effect that Natures geo-thermal heat had not yet had a chance to do.

Where are our products shipped from?

All of our products are shipped from Melbourne Australia. 

What part of the world do our products come from?

Most of our products originate from Brazil. Our jewellery products originate from various places in the world including Africa, South East Asia and South America however our range is continually expanding and no doubt the regions our products come from will change.

Do you ship internationally?

Yes we do. If there is an item you are interested in, please email us at sales@gemstonecreations.com.au and we can provide you with a quote. Please note that international customers are responsible for any import fees, duty costs and/or GST or VAT.

Why is my product different to the image on your website?

The products on our website are unique in nature. A small number of products on our website (predominantly the smaller trees) are sample photos and merely provide an example of what your product will look like. Our 13cm to 43cm sized gemstone trees are items that are not individually photographed. You will also find information at the bottom of each product page which advises whether that particular item is the actual photographed item or a sample product image.

Most of the products on our website have been individually photographed and/or video recorded.

What is your return policy?

We have a 7 day return policy where we will gladly offer an exchange or credit. You must contact us at support@gemstonecreations.com.au within 7 days of receiving your item. The customer will be responsible for returning the item in the same condition and in the same packaging it was sent to you. As long as it it is received back by us in the same condition we sent it to you, we will then provide you with an option to exchange for another item or a credit for a future purchase.

Please do not send your purchase back to us without first reading the refunds and returns policy page.

Unfortunately, we do not offer refunds for change of mind. You can refer to our refund policy here.

What is your shipping policy and what services do you use?

We offer free shipping on all products within Australia over the value of $150. We use a number of different shipping companies including Australia Post, Fastway Couriers, Sendle, TNT and other local courier services.

We process all orders within 2 business days and ship from Melbourne Australia. You can read more about our shipping policies here.

Do you accept Bitcoin or any other digital currency?

No sorry, we do not accept any crypto currency payments.

When will my order arrive?

Orders are packed and shipped within 2 days of order finalisation and payment. You should receive your order within 7 business days. It may take 14 days for any oversized or heavy items.

My order hasn’t arrived?

Please check the confirmation email you received from us for your tracking number and link. If that doesn’t help, please email us at support@gemstonecreations.com.au

What do I do if I receive my item damaged?

In the unfortunate event of receiving an item from us that has been damaged during the delivery process, please complete the following immediately:

1. If you received your product on a pallet, ensure you take photos and video of the item on the pallet.
2. Take as many photos and videos of the damaged item and from many different angles.
3. Take photos and videos of all the labelling on the packaging including the delivery label and weight notice.
4. Take photos of all the packing materials.
5. Keep all the packaging, wrapping and box that the item was delivered in.
6. Report the damage to us within 5 days of receiving your item to support@gemstoncreations.com.au.
7. Wait for us to respond and hold onto the item, packaging and packing material until you hear from us.
8. The courier may decide to collect the product from you for insurance reasons however we will advise if that is the case.

You can find more information here: Refunds & Return Policy

Some of your items state pallet delivery. How does that work?

Many of our heavy and large items have to be packed on wooden pallets and delivered via a courier company that can handle pallet delivery such as TNT and similar companies that have larger trucks with lifts.

The courier will need to contact you via phone to schedule the delivery of your palleted product.

You must complete the following steps when receiving your pallet from the courier company.

• Ensure you photograph and video record the pallet as soon as you have received it from the courier company. You MUST do this BEFORE signing the delivery receipt.
• If after checking the pallet you notice any damage to the pallet or box, puncture or breakage to the box or pallet, please take specific photos of that and ensure that you make a note of it on the delivery receipt when signing.
• If it seems like the pallet may have been on its side at some point or looks like the box may have been removed from the pallet at some point, ensure you make a note of that while signing and take photos and video of what you suspect.
• Ensure you retain your copy of the delivery receipt that shows the damage.
• We strongly recommend that while opening the packaging, you video the opening process as well as take photos, just in case something has broken within the packaging but you didn’t notice when the item was being delivered.
• Ensure you contact us immediately at support@gemstonecreations.com.au

Can I buy just the metal stand?

Unfortunately not. All our stands are made to specifically suit the item that comes with it.

Do you have a showroom?

At this stage unfortunately we do not currently have a showroom.