Frequently Asked Questions

Everything you need to know about shopping with us.

About Our Products

Are your gemstones authentic?

Absolutely. All of our gemstones are 100% natural and ethically sourced. We never use lab-created or synthetic stones unless explicitly stated in the product description. Each piece is carefully selected for its quality and authenticity.

Do items come with a certificate of authenticity?

High-value items typically include a certificate of authenticity or gemstone laboratory report. For other pieces, certification can be requested at an additional cost. This is particularly recommended for investment-grade gemstones or custom jewellery.

Why do natural gemstones vary in appearance?

Natural gemstones are products of the earth, each with unique characteristics. Variations in colour, pattern, inclusions, and size are part of their authentic beauty and are not considered defects. These natural features make each piece truly one-of-a-kind.

Ordering and Payment

What payment methods do you accept?

We accept all major payment methods through our secure WooCommerce-supported gateways, including credit and debit cards. Payment information is encrypted and processed securely—we never store your full card details.

Can I modify or cancel my order after placing it?

Please contact us immediately at info@realstones.pk if you need to modify or cancel your order. Once an order has been processed and dispatched, we cannot guarantee cancellation. However, you may be able to return the item in accordance with our Return Policy.

Shipping and Delivery

Do you offer free shipping?

Yes! We offer complimentary shipping on all orders within Pakistan, with no minimum purchase required. International shipping is available, and costs are calculated automatically at checkout based on your location and package weight.

How long does delivery take?

• Within Pakistan: 1–3 business days after dispatch
• International: 5–7 business days after dispatch (subject to customs processing, which may cause delays)

Can I track my order?

Yes. All orders include a tracking number, which will be sent to you via email or SMS once your order has been dispatched. You can use this to monitor your delivery status in real time.

Can I collect my order in person?

Certainly! If you’re based in Karachi, you can select in-store collection at checkout. We’ll notify you when your order is ready for collection. There’s no charge for this service.

Returns, Exchanges, and Refunds

What is your return policy?

Returns are accepted for store credit only and must be requested within 3 calendar days of delivery. To be eligible:

• Items must be unworn, unused, and in their original condition
• All original packaging, tags, and certificates must be included
• Return shipping costs are the customer’s responsibility

Please contact us at info@realstones.pk before returning any item.

Which items cannot be returned?

• Custom-made or bespoke pieces
• Resized, engraved, or altered items
• Items marked as ‘Sale’ or ‘Final Sale’

Do you offer cash refunds?

No. All approved returns are issued as store credit, which can be used towards any future purchase with no expiry date.

What if my item arrives damaged or is incorrect?

We’re very sorry if this happens. Please email us at info@realstones.pk within 48 hours of delivery and include clear, unedited photographs of the item, packaging, and shipping label. If your claim is approved, we’ll offer a replacement (subject to availability) or store credit. Please note that cash refunds are not available.

Caring for Your Jewellery

How should I care for my gemstone jewellery?

Proper care will help preserve the beauty of your jewellery for years to come:

• Keep your jewellery dry and away from water, perfumes, lotions, and harsh chemicals
• Remove jewellery before bathing, swimming, or exercising
• Clean gently with a soft, dry cloth—avoid abrasive cleaners or brushes
• Store each piece in a soft pouch or lined jewellery box to prevent scratches and tarnishing

Still Have Questions?

We’re here to help! If you can’t find the answer you’re looking for, please don’t hesitate to contact us at info@realstones.pk. We’ll be happy to assist you.