Frequently Asked Questions

Your Questions Answered

Have questions about our gemstones, shipping, or services? Find answers below!

About Our Gemstones

Q: Are your gemstones natural?
A: Yes! Every gemstone we sell is 100% natural. We do not sell synthetic, lab-created, or treated stones unless explicitly stated. Our Queensland sapphires come directly from our mine in Sapphire, QLD.

Q: Where do your gemstones come from?
A: Our Queensland sapphires and rough parcels are mined by us from our own claim at 451 Anakie Sapphire Road in Sapphire, Queensland. Other gemstones (amethyst, topaz, quartz) are ethically sourced from reputable suppliers, primarily from Brazil.

Q: Do you provide certificates of authenticity?
A: Yes! Every purchase includes a basic certificate of authenticity from RichosRocks confirming the gemstone type, weight, and origin.

Q: What does 'eye clean' mean?
A: 'Eye clean' means the gemstone has no visible inclusions or flaws when viewed with the naked eye. Minor inclusions may be visible under 10x magnification, but they don't affect the stone's beauty or durability.

Ordering & Payment

Q: How do I purchase a gemstone?
A: Simply add the gemstone to your cart and proceed to checkout. We accept all major credit cards, debit cards, and digital wallets (Shop Pay, Apple Pay, Google Pay) through our secure Shopify Payments system.

Q: What if the gemstone I want is out of stock?
A: Many of our gemstones are one-of-a-kind pieces. If something is sold out, contact us at richosrocksstore@gmail.com – we may have similar stones available or can notify you when we find comparable pieces.

Q: Can I request custom cutting services?
A: We focus on selling loose gemstones and rough material. However, we can recommend trusted lapidaries in Australia who can cut stones to your specifications. Contact us for referrals!

Shipping & Delivery

Q: Where do you ship?
A: We ship throughout Australia and internationally to the United States, United Kingdom, Canada, Japan, Singapore, Hong Kong, New Zealand, and most European countries. See our shipping page for the complete list.

Q: How long does shipping take?
A:
Domestic (Australia): 3-7 business days
International: 7-21 business days depending on destination
All orders are processed within 1-2 business days.

Q: Do you provide tracking?
A: Yes! Every order includes full tracking from our door to yours. You'll receive a tracking number via email as soon as your order ships.

Q: How are gemstones packaged?
A: All gemstones are securely packaged in protective material and shipped in crush-proof containers. High-value items are fully insured during transit.

Q: What are the shipping costs?
A:
Australia: $7 standard, $12 express, FREE on orders over $150
International: Varies by destination ($12-$25 AUD)
Exact shipping costs are calculated at checkout based on your location.

Returns & Exchanges

Q: What is your return policy?
A: We offer a 14-day return window from the date of delivery. Gemstones must be in their original condition (unset, unaltered) with original packaging. Contact us at richosrocksstore@gmail.com to initiate a return.

Q: Who pays for return shipping?
A: The buyer is responsible for return shipping costs unless the item is defective or we made an error. We recommend using tracked, insured shipping for returns.

Q: What if my gemstone arrives damaged?
A: While extremely rare due to our secure packaging, if your gemstone arrives damaged, contact us immediately with photos. We'll arrange a replacement or full refund at no cost to you.

Gemstone Care

Q: How should I store my loose gemstones?
A: Store gemstones separately in soft pouches or lined boxes to prevent scratching. Keep them away from direct sunlight, heat sources, and harsh chemicals.

Q: How do I clean my gemstones?
A: For most gemstones, warm soapy water and a soft brush work perfectly. Rinse thoroughly and pat dry with a soft cloth. Avoid ultrasonic cleaners unless you're certain your stone can handle them.

Q: Can I wear my gemstone jewelry every day?
A: It depends on the stone's hardness. Sapphires (9 on Mohs scale) are excellent for daily wear. Amethyst and quartz (7 on Mohs scale) are durable but should be removed during heavy activities. Topaz (8 on Mohs scale) is also suitable for regular wear.

For Jewelry Designers & Professionals

Q: Do you offer wholesale pricing?
A: We're a small operation, but we're happy to discuss volume discounts for jewelry designers and professionals. Contact us at richosrocksstore@gmail.com with your requirements.

Q: Can you provide exact measurements for gemstones?
A: Yes! Contact us for any gemstone and we'll provide precise measurements in millimeters (length x width x depth).

Q: Do you have more inventory than what's listed online?
A: Sometimes! We're constantly mining and acquiring new stones. If you're looking for something specific, reach out – we may have it or can source it for you.

Still Have Questions?

We're here to help! Contact us anytime:

Email: richosrocksstore@gmail.com
Phone: 0477407369
Address: 451 Anakie Sapphire Road, Anakie Siding, QLD 4702, Australia

We typically respond within 24 hours during business days.