DELIVERY & RETURNS
DELIVERED WITH CARE,
CONSIDERED AT EVERY STEP
Information about how your order is prepared, delivered and, where eligible, returned.
PREPARED PERSONALLY
SECURE FROM OUR HANDS
TO YOURS
Before dispatch, every gemstone and piece of jewelry is checked personally, documented and prepared with care. Protective packaging is selected according to the item so that it remains secure throughout its journey.
Tracking details are shared once the parcel has been handed to the delivery provider.
DELIVERY INFORMATION
DELIVERY,
MADE CLEAR
The available method, cost and expected timing are confirmed before your order begins its journey.
01
DELIVERY RATES
Standard delivery within Thailand is complimentary for orders of THB 1,000 or more. A delivery fee of THB 50 applies to orders below THB 1,000.
02
DISPATCH & TIMING
Prepared orders are dispatched in our daily 14:00 delivery round. Parcels normally arrive within approximately two days after dispatch, although timing may vary according to the destination and delivery provider. Tracking details are shared once available.
03
DELIVERY PROVIDERS
EMS is our primary delivery service. Kerry or another trackable provider may be selected when it is more appropriate for the destination, item or delivery circumstances.
04
BANGKOK RIDER DELIVERY
Delivery by Grab or a trusted rider may be arranged within Bangkok when appropriate. The delivery fee is collected from the recipient at the destination, and the available timing will be confirmed personally.
RETURN ELIGIBILITY
WHEN A RETURN
MAY BE REQUESTED
Return eligibility depends on whether you have purchased a loose gemstone or commissioned a piece of custom jewelry.
01
LOOSE GEMSTONES
WHEN THE GEMSTONE
DOES NOT MATCH
A loose gemstone may be returned when it does not correspond with the information presented by Sookjai. Please contact us within three days of receiving the gemstone and before sending it back.
01 — CONTACT SOOKJAI WITHIN THREE DAYS OF RECEIVING THE GEMSTONE.
02 — THE GEMSTONE MUST REMAIN IN ITS RECEIVED CONDITION AND INCLUDE ITS ACCOMPANYING REPORT OR DOCUMENTS, WHERE PROVIDED.
03 — WHEN THE RETURN IS ACCEPTED, SOOKJAI WILL COVER THE RETURN DELIVERY COST AND REFUND THE GEMSTONE PAYMENT WITHIN 24 HOURS OF RECEIVING AND INSPECTING IT.
02
CUSTOM JEWELRY
CREATED TO YOUR
CONFIRMED DIRECTION
Custom jewelry is created according to the design, material and details confirmed with you personally. Once production has begun, the cost of creating the piece cannot be refunded.
01 — CUSTOM PRODUCTION COSTS ARE NON-REFUNDABLE ONCE PRODUCTION HAS BEGUN.
02 — IF THE COMPLETED PIECE DOES NOT CORRESPOND WITH THE APPROVED DESIGN OR CONFIRMED DETAILS, PLEASE CONTACT SOOKJAI SO THAT WE MAY INSPECT AND RESOLVE THE MATTER.
03 — IF A GEMSTONE DOES NOT CORRESPOND WITH THE INFORMATION PRESENTED BY SOOKJAI, THE GEMSTONE PORTION MAY BE REVIEWED UNDER THE LOOSE GEMSTONE RETURN POLICY; THE CUSTOM PRODUCTION COST REMAINS NON-REFUNDABLE.
PLEASE NOTE
Returns are not available for a change of mind or a preference different from what was confirmed before purchase. Please contact Sookjai before sending any gemstone or piece of jewelry back.
RETURNING AN ELIGIBLE ITEM
A CLEAR,
PERSONAL PROCESS
01
CONTACT
SOOKJAI
Contact us before returning the item and provide your order details, the reason for the request and supporting photographs where relevant. A loose gemstone return must be requested within three days of receipt.
02
RECEIVE RETURN
INSTRUCTIONS
Once the request has been reviewed, we will confirm whether the item is eligible and provide the return address and delivery instructions. Please do not send an item back before receiving confirmation from Sookjai.
03
INSPECTION
& REFUND
After the returned item and its accompanying documents have been received, we will inspect its condition and confirm the outcome. An accepted refund will be processed within 24 hours of receiving and inspecting the return.
RETURN DELIVERY
When a gemstone is confirmed not to correspond with the information presented by Sookjai, we will be responsible for the return delivery cost. The return method must be arranged or approved by Sookjai before the item is sent.
IN TRANSIT
IF SOMETHING DOES NOT
ARRIVE AS EXPECTED
If a parcel is damaged, delayed or cannot be located, please contact us promptly. Sookjai will review the available information and coordinate with the delivery provider.
01
THE PARCEL ARRIVES DAMAGED
Please contact Sookjai within 24 hours of receiving the parcel. Provide photographs of the outer parcel, shipping label, internal packaging and item, and retain all packaging while the matter is being reviewed.
02
THE PARCEL IS DELAYED OR LOST
Sookjai will contact the delivery provider and coordinate the investigation on your behalf. If loss or transit damage is confirmed, we will discuss the appropriate resolution, which may include repair, a suitable alternative or a refund depending on the circumstances and availability.
03
TRACKING SHOWS DELIVERED,
BUT NOTHING WAS RECEIVED
Please notify us as soon as possible. We will review the delivery information and open an enquiry with the provider. The available resolution will be confirmed after the delivery evidence and investigation outcome have been reviewed.
HELP US REVIEW
Photographs and an opening video can help us review the parcel more quickly, but an opening video is not the only form of evidence accepted. Please do not discard the packaging or return the item until Sookjai has provided instructions.
NEED ASSISTANCE?
WE ARE HERE TO HELP
If you have a question about receiving or returning an order, please contact us before sending the item back. We will review the details and guide you through the appropriate next step.
CONTACT SOOKJAILOOKING FOR CARE, RESIZING OR WARRANTY INFORMATION?
VIEW AFTERCARE & WARRANTY