Frequently Asked Questions
General
Who can buy from PureTrade Gems?
PureTrade Gems is trade-only. We supply jewellery shops, crystal shops, online retailers, market traders and other resellers, not retail consumers.
If you’re in the trade, you can apply for a trade account in a couple of minutes. Once approved, you’ll be able to browse prices and place orders.
Why is there an application process to buy?
PureTrade Gems is a strictly trade-only wholesale supplier.
Access to our pricing and collections is granted by application to ensure we work exclusively with established, professional retailers.
To protect the commercial interests of our stockists, we operate a controlled distribution model. We do not knowingly supply multiple brick-and-mortar retailers within your local area.
This ensures:
- Greater product differentiation within your local market
- Protection of your pricing and margins
- Reduced risk of identical stock appearing in competing stores
We review all applications carefully and approve accounts on a first-come, first-served basis where territory availability allows.
Once approved, you’ll gain access to our full wholesale pricing and stock availability.
Do I need to be VAT registered to apply for a trade account?
No, you don’t need to be VAT registered to apply or buy. If you’re a small or new business just starting out, you’re still welcome to apply for a trade account and order from us.
You’ll simply pay VAT on your orders as normal, and you’ll need to meet our minimum order requirement.
Do you offer discounts?
Our prices are industry-leading from the outset, so there's no need for flashy discounts or promotional gimmicks. Quantity discounts are available on selected products and will show automatically when choosing your quantities.
Do you have a showroom or physical store?
We operate online only, but we do offer Virtual Appointments if you'd like to view stock via Whatsapp video call before ordering.
Ordering and Minimums
Is there a minimum order?
Our minimum order is £150, so you don’t need to buy in huge volumes to get started.
If you’re placing a larger order, we offer free delivery on orders over £300.
How do I order?
Once you’ve registered and your trade account is approved, it’s just like any normal online shop, log in, pick what you need, add items to your basket and checkout. If your basket does not have a minimum of £150, you will not be able to proceed to checkout. VAT and delivery charges are added at checkout.
Can I order over the phone?
Not directly. You’re welcome to give us a call to chat through products or ask any questions, but orders are placed online through the website.
Can I amend an order?
We aim to process orders quickly, so changes aren’t always possible once an order has been placed.
If you need to tweak something, get in touch with us as soon as you can and we’ll do our best to help before it’s dispatched.
Virtual Appointments
If you would like to view our stock remotely, you can arrange a Virtual Appointment via video call using WhatsApp. We showcase the products live so you can assess stone variation, flash, finish and overall quality before placing your order online. The standard minimum order of £150 applies.
Delivery
How long will my order take to arrive?
We aim to process orders within 2 working days, with delivery usually taking up to 3 working days after dispatch.
In most cases, you should receive your order within 5 working days. If it hasn’t arrived by then, just get in touch and we’ll look into it.
How much is delivery?
Delivery is FREE on orders over £300 (ex VAT).
Orders under £300 (ex VAT) are charged at £4.99 (ex VAT) for delivery.
Do you ship internationally?
At the moment, we only ship within the UK.
If you’re based in Europe or elsewhere and would like to order, get in touch and we’ll see what we can do.
What delivery method do you use?
All orders are sent via courier on a standard 2-3 day delivery.
What happens if my parcel is lost or damaged?
If your order is lost or arrives damaged, contact us immediately. We will investigate and assist you in getting your order as quickly as possible.
Payments
What payment methods do you accept?
We accept bank transfer and all major UK credit/debit cards, as well as Apple Pay, and Google Pay. We do not accept American Express.
Is VAT included?
Prices are shown ex VAT on the website. VAT is added at checkout before payment is taken. You will always be provided with a VAT receipt via email for your records and to reclaim your VAT.
Returns & Exchanges
What is your returns policy?
We operate a 30-day returns policy for faulty, damaged, or incorrectly supplied items only. We do not accept returns for change of mind, surplus stock, or unwanted goods.
You have 48 hours from receipt of your order to notify us of any damaged, faulty, or incorrect items. Requests made outside of this timeframe may be declined.
If a product is faulty, damaged or incorrectly supplied, you have the option of refund, store credit, or exchange if we have the item in stock.
For further details please see our Refund Policy at the bottom of the website.
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