Delivery &
client care.

Before an international order

This website is a sourcing and enquiry service operated by Casta Diva LLC in Georgia. No payment is taken here. Before an order is accepted, we confirm the specific stone, actual imagery, documentation, complete price, payment arrangements, delivery method and estimated timing in writing.

We also confirm the destination country, the available shipping and insurance arrangements, and which party is responsible for import clearance, duties and taxes. A currency preference on the website is not a final quotation or a promise of tax-inclusive delivery. International delivery is agreed individually, not assumed to be available everywhere.

Your rights and return arrangements

Applicable mandatory consumer rights are not excluded by this website or by our identity-check process. The return address, procedure, shipping responsibility, eligible withdrawal period and any lawful exception must be communicated before you enter an order agreement. We do not treat every sourced loose stone as a custom or personalised item merely because it was ordered for you.

For EU consumers, eligible distance purchases generally carry a 14-day withdrawal right, subject to the applicable rules and statutory exceptions. We do not use the Georgian policy’s return-dispatch period as a universal rule for international orders. Read official EU consumer information ↗.

For other destinations, the applicable mandatory rights and agreed order terms govern. Business-to-business orders have individually agreed commercial terms. Any personalised-item exception must reflect the actual product and be explained before payment; rights relating to defects or non-conformity remain separate.

A documented stone identity

Before handover, the order file may record the report number, laser inscription where present, weight, exact measurements, visible identifying characteristics, macro or video imagery, condition and a serialised protective package. We use the available evidence together rather than rely on a single indicator.

On return, the available identifiers are compared with the original record. Opening a seal is not automatically evidence of substitution and does not by itself remove a statutory right. Where an identity question remains, written findings and independent qualified gemmological examination may be appropriate.

Safe handover and safe return

Inspect the package for visible damage at delivery and keep the delivery record. Contact us promptly if the item is damaged or differs from the agreed selection. For a return, contact us for the receiving details, protect the stone in transit, and retain tracking and dispatch evidence. The appropriate secure method and any disclosed return cost depend on the actual order.

Refunds and remedies follow the applicable law and agreed order terms. The identity-check procedure does not impose an automatic penalty or replace your rights concerning a defective or non-conforming item.