Frequently asked questions

We have a showroom in Christchurch, New Zealand and a showroom in The Jewelry Trade Center in Bangkok, Thailand.

You offer viewings by appointment only. Please contact us to arrange a time.

We have a 7-day return policy on all gemstones sold within New Zealand.

Upon purchasing your gemstone and inspecting it, if you are not satisfied, then you can return it for a full refund minus the initial courier fee.

We can facilitate an international return. This is subject to FedEx fees, additional taxes and exchange rate fluctuations.

We will make further high-definition videos of gemstones upon request.

Yes. There is no obligation to have a jewellery piece made with your gemstone.

For a fee of $250NZD, we place a hold on a gemstone and offer a CAD design. This fee is applied as a credit, but is non-refundable.

We can reclaim diamonds and gold from old rings to incorporate into your new design.

We take the upmost care with all items, however we take no responsibility for gemstones that are lost or damaged during this process (this clause does not extend to gemstones and diamonds brought through The Sapphire Merchant.

Old gold can become brittle and is not optimal for a jewellery remake. We give you a metal spot price credit for the remaining gold from your ring.

If you have obtained a diamond quote from another jeweller, we will beat the diamond quote by 5%, applicable to natural diamonds and laboratory-created diamonds.

To be eligible for this discount:
The diamond must have an accompanying GIA or IGI report with the certification number provided
The diamond must be displayed on a competitor's website, or the official quote provided to you can be shown to us (quote no older than 21 days).
The diamond must be a white diamond, colours D to J.

A priced-matched diamond is not subject to a return.

We can opt not to price match at our own discretion

We offer a 24-month manufacturer warranty. This covers issues due to manufacturing but not from regular wear and tear.

If you believe a manufacturing fault has occurred, we will need to inspect the ring to determine whether it is covered by the manufacturing warranty. If we find an issue is not covered by warranty, we also offer you options and a cost estimate to repair the jewellery piece.

We offer resizing, repairs and maintenance on rings and jewellery that have been made by The Sapphire Merchant.

Ring resizing starts at $150 NZD
Rhodium plating $150 NZD

Diamond replacement is subject to current prices and will be quoted before work takes place.

Gemstones that have gemological laboratory reports will state this on the listing, and a hard copy will be provided to you upon purchase. Additionally, we can have a report completed upon request, but this is at the expense of the buyer. Reports usually range anywhere from $50-500NZD. We have three preferred providers that we recommend and it's at the buyer's discretion which is used for their gem(s).

We craft rings, earrings, necklaces, pendants and bracelets.

We offer all our clients a free ring sizer when they begin the custom design process. We courier this to you and you can check your ring sizing in the comfort of your own home.

We craft with gold (yellow, white and rose gold) in 18k, 14k or 9k, platinum, palladium and silver

Consultation: Our design process is a true collaboration, entwining your vision with our creativity. Upon choosing your precious gemstone, we gather information to conceptualise your vision. We talk through the anatomy of a ring (or jewellery piece) and guide you towards what might work best for you.

Design Development: Using computer-aided design (CAD) technology, we transform your jewellery idea into a detailed 3D model. You have the flexibility to customise every aspect of your design, and we will guide you through this creative process to ensure your unique vision is brought to life. We offer three revisions in our package, and further revisions are charged at $50NZD per revision. Once your design is perfected, a quote is supplied to you.

Confirmation: To accept the quote a 50% deposit is required. This payment acts as confirmation of your design. Please allow up to 28 days for your custom piece to be crafted.

Artisanal Design: Our skilled team of jewellery artisans brings your jewellery piece to life with meticulous attention to detail, ensuring the highest-quality finish. This usually starts from $2300NZD and is dependent on design, metal weight and diamond usage.

Finishing Touches: Your extraordinary jewellery piece is delivered in a beautiful jewellery box.

Bank transfer to our NZ bank accountCredit Card payment via Shopify (+2.9% processing fee)Cash on orders under $10,000 NZD

We also offer an in-house, interest-free layby by way of instalments (terms and conditions apply).

Delivery within New Zealand is via overnight signature required courier and takes 1-3 business days to arrive. Delivery worldwide is via FedEx and takes 4-7 business days to arrive.

For all our return info, see our Shippings and Returns Policy (attached in the Footer of this site).