Legal
Shipping & Delivery Policy
Every order ships fully insured, by trackable courier, with a signature required on delivery regardless of order size.
1. Where we ship
Checkout is currently available only to the countries listed at the shipping-address step of checkout. We add countries to this list as we are able to support them with insured courier coverage and the applicable compliance checks; if your country is not listed, it is not yet supported rather than deliberately excluded.
2. Processing and delivery time
Orders are prepared for shipment, including final documentation and export paperwork, within a few business days of payment confirmation. Delivery time after dispatch depends on destination and the courier used; an estimate is provided at checkout, but it is not a guaranteed delivery date.
3. Insurance, tracking, and signature
All shipments are sent by an insured, trackable international courier. A tracking number is emailed once your order ships. A signature is required on delivery for every order, regardless of value, and we recommend arranging delivery to an address where someone can sign for it.
4. Customs, duties, and taxes
You are responsible for any import duty, customs clearance fee, or local tax charged by your country on arrival — these are set by your government, not by us, and are not included in the checkout price. We complete export documentation accurately and cannot alter a declared value to reduce your import charges.
5. Risk of loss
Risk in the stone passes to you once the courier takes possession of the shipment. Because every shipment is insured for its full declared value, a loss or damage in transit is covered by that insurance rather than being a loss to you — see the next section for how to report it.
6. Delayed or lost shipments
If tracking shows no movement for an unusually long period, or a delivery window has clearly passed, contact info@ceylonvault.org with your order reference and we will open a trace with the courier. If the courier confirms the shipment as lost, we will replace the stone if an equivalent is available or refund you in full, funded by the shipment's insurance.
7. Related policies
This policy should be read together with our Terms & Conditions and Return & Refund Policy, which covers returning a stone once it has arrived.