Who is my seller when buying a diamond?

Your chosen diamond is always from a reputed jeweler that has been vetted thoroughly by Carat Finder.

How exactly does the Carat Finder Secure Purchase process work?

You can make your purchase using the Carat Finder Secure Purchase process. When you make the payment, Carat Finder will receive your money and hold it until you receive your purchase and confirm you are happy with the diamond you have received. Only once you give Carat Finder the confirmation, we will complete your purchase with the Seller and transfer them your payment.
Hence, the Seller does not get paid till you, the buyer, does not provide confirmation that you are happy with the diamond you have received. Should you not be happy with your purchase, you can contact Carat Finder and we will initiate a refund back to you and assist you with returning the diamond back.

What should I do if the seller doesn't respond to my inquiry?

There are many reasons why a Seller might not respond to your inquiry in a timely manner. Carat Finder is an international platform with Sellers from around the world. Many Sellers take national holidays off in addition to other vacation days. Increased demand can also result in a backlog of inquiries, leading to delayed responses. If the Seller does not respond in 72 hours please send an email to support@caratfinder.com with your enquiry and we will help you.

How can I contact the seller?

If you have any questions about the listing, you can send the seller a message via the "Contact Seller" button listed on the left hand side of the product page. You can continue the conversation with the seller through the messenger function in your buyer portal.
If you are unable to get a response from the seller, please send an email to support@caratfinder.com with your enquiry and we will help you.

Can I track my order?

We'll send you an email as soon as the item has been shipped. This will include its tracking number. Alternatively, you can visit Your Orders page on your buyer portal and find the information mentioned there.

What is your return policy?

Items may be returned or exchanged within 7 days from when they are shipped. To be eligible for return, items must be in their original purchase condition and include all product documentation that is included in the packaging. Should you wish to negotiate a longer return period. Please get in touch with seller directly.

Am I required to use Carat Finder's return shipping method?

No. You may choose any carrier you prefer. We highly recommend that you insure the shipment - particularly on items valued at $500 or higher.

Do I pay the return shipping costs?

Yes. Alternatively, you can also negotiate the return shipping costs as part of the terms of sale.

How should I package my return for shipping?

Set up the Return Merchandise Authorization online by contacting Carat Finder and we will send you an e-mail that walks you through correct packaging procedures.

Will I be notified during the merchandise returns process?

Yes. Once your returned diamond is received, it takes 1-2 business days before you receive an e-mail alerting you that your return has been processed.

I'm interested in a listing from abroad. What should I take into consideration and what fees apply?

The price displayed is the price set by the seller. You may incur additional costs such as customs fees, taxes, or shipping and insurance fees.
For the exact price and costs involved, please contact the seller. They will be able to tell you if the delivery service will take care of any customs clearance procedures. Please reach out to your local customs authorities if you have any questions regarding your country's customs regulations.

What are customs duties and import taxes?

When importing goods into your country, you may owe customs duties and import taxes. These are charged by the responsible customs authority and must be paid as soon as the item has reached its destination country. For more information, please contact your local customs authority.

How and where can I pay the customs duties and import taxes?

The responsible customs authority charges any duties and taxes, which are due as soon as the item has reached its destination country. In most cases, you will pay any duties and taxes owed to the delivery service at the time of delivery.

How do I register as a seller on Carat Finder?

Please apply to register as a seller from the Carat Finder homepage.
The following criteria is required as a minimum to be met in order to apply:

• •   Each seller must be operating for a minimum of 10 years in the business.
• •   Two reference letters.
• •   Proof of physical address. We do not accept companies with virtual or flexi desk offices.
• •   Proof of Identity Company Manager.

How long will my listing be online?

Your listing will remain online until your diamond has been sold or taken down by you through the Seller portal.

I can't find my listing. When will it be activated on Carat Finder?

There are a number of reasons why you may not be able to find your listing on Carat Finder:

• 1.   The manual review hasn't taken place yet.
• 2.   We manually review new listings for the safety of all users. These reviews only take place on business days and not on weekends. Listings are usually activated within 1 to 3 business days.
• 3.   The images aren't correct. In this case, you will receive an email requesting that you update the images.
• 4.   Your user account isn't active yet. Please check whether you have confirmed your user account by clicking on the link in the confirmation email and submitted the required documents.
• 5.   Your GIA certificate has not been verified