FAQs
How can I contact Polara Gems?
You can email us at support@polaragems.com. Our customer service team will be happy to help with anything you need.
Do you ship worldwide?
Yes, we proudly ship worldwide.
Where do you ship from?
All orders are shipped directly from our fulfillment center in Hong Kong.
Can I change or cancel my order?
We process orders quickly to ensure fast delivery. If you need to make changes or cancel your order, please contact us within 12 hours of purchase.
After 12 hours, changes cannot be guaranteed, but you may return the order for a full refund after it arrives.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express) as well as PayPal.
When will my order be processed?
Orders are processed Monday through Friday, typically within 1–3 business days. Orders ship the next business day after processing.
Please allow extra time during holidays or high-volume periods. We do not process or ship orders on weekends.
How long will it take to receive my order?
Due to high demand and international logistics, orders may take 2 to 4 weeks to arrive.
Tracking information will be provided as soon as your order ships.
What if I don’t receive my order?
If you haven’t received your order within 90 days of shipment, you are eligible for a full refund.
Will I be charged customs and taxes?
All prices on our site are tax-free in U.S. dollars. You may be responsible for duties, VAT, or import fees depending on your country’s regulations. These charges are determined by your local customs office and are the responsibility of the customer.
We are not liable for customs-related delays.
How do I return an item?
To begin a return, please contact us at support@polaragems.com with your order number and reason for return.
We offer 15-day free returns on all eligible products.
What if the item I received is defective, incorrect, or damaged?
If your order arrives with any issues, please contact us immediately. Include your order number, photos of the item(s), and a brief description of the problem.
We’ll make it right as quickly as possible.
When will I receive my refund?
Refunds will be issued to your original payment method. For credit or debit card payments, please allow 7–10 business days after return approval for the funds to appear in your account.
If you haven’t seen the refund yet, we recommend contacting your bank or card provider to confirm posting times.