FAQ

What is your return policy?

Please note, all sales are final.
At VirtuGem we value transparency, honesty and communication.
We are always available for questions to help clarify and allow our customers to buy with confidence.
We strive for every VirtuGem purchase to meet our customers expectations and arrive safely.
However, there are no guarantees.
Our customers and miners are both top priority for us!
A  percentage of your purchase goes directly to support humanitarian aid to mining communities.
For this reason, we have a no money back policy.
If you were to receive a damaged product we will replace it at no additional cost.
Please keep in mind an identical replacement may not be available, but we will do our very best to get as close as possible.

If I don’t see what I’m looking for can I place a direct custom order? 

Yes. We are happy to help with any of your gem needs. Please contact us directly at sales@virtugem.com. Please include gem type, cut, carat weight, and color and clarity preferences. Images are also extremely helpful.

How long does shipping take?

  • Estimated shipping time for purchases placed directly from the website is 1-2 weeks.

  • For custom orders shipping can take up to 4 weeks. Legal exportation is required for all VirtuGem products which increases the time it takes between placing an order and the final shipment. There is no guarantee on when your parcel will arrive until it has left the country. At this point you will receive a tracking number with expected arrival date and details. We strongly encourage our customers to take the above into account and leave ample time when placing an order. Additionally, it is important to note government shutdowns, protests, pandemic, lack of electricity, etc. are out of our control and can lead to delays. We ask for your understanding in these situations and know that we are always doing our best to serve you as best we can. 

Can I expedite my order?

  • Yes. Gems listed on the website are available for expedited 1-2 day shipping.

  • For custom orders we would need to confirm timing in advanced pending conditions cited above.

Why is there an additional “10% premium” charge at checkout, and where does this money go?

VirtuGem was birthed out of the 2020 pandemic when miners and traders were unable to mine, buy or sell. VirtuGem’s primary mission has always been multi-faceted in a way to operate as a Social Enterprise share knowledge and facilitate social impact. We give 10% of each purchased gem back to the country of origin. Our first premium giveback went to Zambia for local food drives. The premium is allocated and determined by the greatest need of the communities we work with in each country. 

Which countries do you source from?

Currently we only source from three countries: Malawi, Zambia and Kenya. One of our greatest values at VirtuGem is transparency. We work very closely with our teams on the ground through Virtu Craft to ensure each gem is handled responsibly to meet VirtuGem standards. Additionally, we only source gems mined and cut in the country of origin. For this reason, our motto is quality over quantity. However, we are in the process of expanding into three more countries by 2026. 

Do you source diamonds? 

Yes. For more information contact us directly at sales@virtugem.com

Do you offer trips to visit the mines you operate from and to meet the miners and cutters you work with? 

Yes! We typically organize one trip a year and welcome our most dedicated customers to join :)

Who can I contact for further questions?

We are available for all questions at sales@virtugem.com. You can expect to hear from one of our team members within two days! If you would prefer a phone call please leave your best contact number.