Q: What if I do not know my item’s exact details?

If you do not know your item’s exact details, provide the best information you have, including clear photos, metal markings, stone details, size, weight, brand information, and any existing certificate or paperwork. GEMGEM may guide you through the appropriate listing path, including pre-authentication before listing or authentication after purchase, depending on the item and available information.

Question 1

What if I do not know my item’s exact details?

Accepted Answer

If you do not know your item&rsquo;s exact details, provide the best information you have, including clear photos, metal markings, stone details, size, weight, brand information, and any existing certificate or paperwork. GEMGEM may guide you through the appropriate listing path, including pre-authentication before listing or authentication after purchase, depending on the item and available information.

Question 2

How do I sell on GEMGEM?

Accepted Answer

You can list your item in two ways. Pre-authenticate first (recommended) &mdash; use our pre-authentication service to have your item graded by IGI before listing. Your listing goes live with the IGI Authenticated badge, attracting more buyers and commanding better prices. GEMGEM holds your item for up to 90 days. List first, authenticate on sale &mdash; list your item with seller-stated specifications. When a buyer purchases, a 20% deposit is collected and IGI authentication happens after the sale is confirmed. You ship your item to IGI within 96 hours of sale confirmation. If your item already carries a valid GIA or IGI certificate, contact us &mdash; you may be able to proceed directly to listing.

Question 3

What if I already have a GIA or IGI certificate?

Accepted Answer

If your item already carries a valid GIA or IGI certificate, you may be able to proceed directly to listing. Please contact GEMGEM and provide the certificate information for review. GEMGEM will confirm whether additional authentication or review is needed before the item goes live.

Question 4

How do I receive my payment?

Accepted Answer

After the buyer receives the item, the payment is held during the 48-hour buyer review window. Once the review window closes and there is no qualifying issue, the funds are released to the seller according to GEMGEM&rsquo;s payout process, after applicable commission and approved fees are deducted.

Question 5

Do I need a GIA or IGI certificate to list my item?

Accepted Answer

Not always. If your item already has a valid GIA or IGI certificate, GEMGEM may be able to review it and proceed directly to listing. If your item does not have a certificate, you may still be able to list it through GEMGEM&rsquo;s pre-authentication service or authentication-on-purchase flow. GEMGEM will guide you based on the item type, available details, and authentication requirements.

Question 6

What is the pre-authentication service?

Accepted Answer

GEMGEM's pre-authentication service lets sellers submit their item to IGI before listing. Your item is physically examined and graded, a full IGI grading report is issued, and your listing goes live with the IGI Authenticated badge. Pre-authenticated items attract more buyer confidence, sell faster, and qualify for Ready to Ship or Fast Ship status. If your item already carries a valid GIA or IGI certificate, you may be able to proceed directly to listing. Contact us to confirm. Once sent for pre-authentication, GEMGEM provides 90 days of safe holding and listing. If your item does not sell withinthis period, you may request a return with free shipping.

Question 7

How long does the pre-authentication process take?

Accepted Answer

The IGI grading process typically takes 5 to 7 business days after the item arrives at the designated IGI lab. The full timeline may vary depending on shipping, lab processing time, and any additional review needed. GEMGEM will update you once the authentication result is received.

Question 8

How do I start pre-authentication?

Accepted Answer

To start pre-authentication, contact GEMGEM and submit your item details, clear photos, and any existing certificate or supporting documents you have. GEMGEM will review the information and guide you through the next steps. If the item is eligible, it can be sent to IGI for physical examination and grading before your listing goes live.

Question 9

What items are eligible for Pre-Authentication?

Accepted Answer

Pre-authentication is available for eligible pre-owned fine jewelry and loose natural stones. Eligibility depends on the item type, materials, condition, available information, and whether the item can be properly reviewed and authenticated by IGI. If you are not sure whether your item qualifies, contact GEMGEM with clear photos and any available details.

Question 10

What if the authentication result is different from the listing details?

Accepted Answer

If IGI confirms a lower grade or different specifications from the original listing details, GEMGEM will notify both the buyer and seller. The buyer may choose to continue, make a counter-offer, or decline the transaction. If the buyer declines due to the authentication result, the buyer&rsquo;s deposit is refunded in full. If the item does not pass authentication, the transaction is cancelled, the buyer&rsquo;s deposit is refunded in full, and the seller bears the authentication cost.

Question 11

Why does my item need to be sent to IGI?

Accepted Answer

For C2C items that require authentication, the item is sent to IGI so it can be physically examined and graded by an independent gemological lab. This helps confirm the item&rsquo;s stated specifications and protects both the buyer and seller during the transaction.

Question 12

How long does GEMGEM hold pre-authenticated items?

Accepted Answer

Once your item is sent for pre-authentication, GEMGEM provides 90 days of safe holding and listing. If your item does not sell within this period, you may request a return with free shipping.

Question 13

How does shipping work?

Accepted Answer

Every shipment on GEMGEM is fully insured and signature-confirmed. For items going through IGI authentication after purchase, there are two shipping legs. The seller ships the item to the IGI lab (the seller is responsible for this leg). After authentication and final payment, IGI ships the item to the buyer. The buyer's delivery shipping fee is calculated and shown at checkout. For pre-authenticated and trusted supplier items, the item ships directly to the buyer after payment is confirmed. Delivery timelines vary by item type. Fast Ship items dispatch within 24 hours of payment. Ready to Ship items typically dispatch within a few business days. Items going through IGI authentication require additional time for the grading process plus transit.

Question 14

What is your return policy?

Accepted Answer

GEMGEM transactions are final once completed under the standard flow. However, we offer a Free Relist option as an alternative. If you receive your item and decide it is not right for you, you may relist it on GEMGEM commission-free. You must initiate the relist within 30 days of delivery. Once relisted, your listing stays active for up to 90 days. Returnsoutside the relist path may be available in specific circumstances &mdash; for example, where a material issue is identified andraised within the 48-hour buyer review window. Contact our support team if you believe your situation qualifies.

Question 15

What happens after a buyer purchases an unauthenticated C2C item?

Accepted Answer

1. Buyer pays a 20% deposit and the IGI authentication fee at checkout. Your item is reserved. 2. You ship the item to the designated IGI lab within 96 hours of sale confirmation. 3. IGI examines and grades the item. This typically takes 5 to 7 business days. 4. GEMGEM notifies both buyer and seller of the IGI result within 24 hours of receiving the report. 5. If the item passes: the buyer pays the remaining 80% balance within 48 hours. The item then ships to the buyer. 6. If the buyer does not pay the balance within 48 hours, their deposit may be forfeited. 7. If IGI downgrades the item: the buyer may counter-offer or decline. If the buyer declines, the deposit is refunded in full. 8. If the item does not pass authentication: the transaction is cancelled, the deposit is refunded to the buyer in full, and the seller bears the authentication cost.

Question 16

What are the payment terms?

Accepted Answer

For buyers How much you pay at checkout depends on the type of item. Trusted supplier items and pre-authenticated C2C items: full payment is required at checkout. These items are verified and ready to ship. Unauthenticated C2C items: a 20% deposit is required at checkout to reserve the item. This applies regardless of item price. Your deposit covers the IGI authentication process, which takes place after your purchase is confirmed. Once IGI completes the grading report, you have 48 hours to pay the remaining 80% balance. If you do not pay the balance within this window, your deposit may be forfeited. If the item does not pass authentication, your deposit is refunded in full. We accept card payments, including Visa, Mastercard, Amex, Apple Pay, and Google Pay. We also accept pay-over-time options via Affirm and Klarna, and bank transfer. For higher-value orders, bank transfer is available with no processing fee. You will see a clear comparison of all payment options and their costs at checkout before you confirm. All payments are held in 48-hour buyer escrow after delivery. Funds are only released to the seller after your review window closes. For sellers GEMGEM charges a commission on successful sales based on the final sale price and whether your item has a dominant centre stone. Selling price With centre stone Without centre stone USD 3,000 or below 15% 25% USD 3,001 to USD 20,000 10% 20% USD 20,001 to USD 150,000 8% 15% USD 150,001 and above 6.5% 10% A with-centre-stone item is one where a single dominant diamond or gemstone represents 50% or more of the item's total value. IGI authentication fees for unauthenticated C2C items are paid by the buyer at checkout, not by the seller. If your item does not pass IGI authentication, you bear the authentication cost and the buyer receives a full deposit refund.  There is no listing fee.

Question 17

What do the badges on listings mean?

Accepted Answer

IGI Authenticated The item has been physically examined and graded by the International Gemological Institute (IGI). A full grading report has been issued and the grade and specifications are confirmed. GIA Certified The item carries a certificate from the Gemological Institute of America (GIA). The certificate number is verifiable on the GIA public database. Authentication on Purchase The item specifications are seller-stated. IGI will physically authenticate the item after your purchase is confirmed. A 20% deposit is required at checkout. If the item does not pass authentication, your deposit is refunded in full. Ready to Ship The item is authenticated and all pre-dispatch requirements are met. It is ready for shipping &mdash; allow a short number of business days for logistics. Fast Ship The item is authenticated and will dispatch within 24 hours of payment confirmation. Trusted Supplier The item is sourced from a verified trade supplier. It is not a C2C listing. GEMGEM holds the supplier accountable for item accuracy.

Question 18

What is GEMGEM?

Accepted Answer

GEMGEM is a trust-first marketplace for pre-owned fine jewelry and loose natural stones. We connect private sellers and buyers across the US, with IGI authentication as our core trust mechanism. Every item listed on GEMGEM carries our Authenticity Guarantee &mdash;  real gold, real diamonds, real gemstones &mdash; as described in the listing.

Question 19

What does GEMGEM’s Authenticity Guarantee mean?

Accepted Answer

Every item on GEMGEM is made from genuine materials as described &mdash;  real gold, real diamonds, real gemstones.  For trusted supplier items, GEMGEM holds the supplier accountable for the accuracy of all specifications. For C2C items, IGI authentication confirms grade and specifications during or before the transaction.

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