FAQ | Seylan Gems

Orders & Shipping

How long does delivery take?

Most island-wide orders arrive within 2–4 business days. Colombo and nearby areas are often delivered within 1–2 business days. You'll receive tracking details by SMS or email once your order ships.

Can I track my order?

Yes. Once your order is dispatched, you'll get a tracking link via SMS/email. You can also check order status anytime from the "Track Order" link in your account.

Do you deliver island-wide?

Yes, we deliver to all districts in Sri Lanka through trusted courier partners. Remote areas may take an extra 1–2 days.

Can I change or cancel my order after placing it?

If your order hasn't been packed yet, we can usually amend or cancel it. Contact us as soon as possible via WhatsApp or phone with your order number.

Is there a minimum order value?

No minimum order value — you can order a single item if that's all you need.

Payments & Pricing

What payment methods do you accept?

We accept major credit/debit cards, bank transfers, and cash on delivery in select areas. All online payments are processed through a secure, encrypted gateway.

Is it safe to pay online on your website?

Yes. All transactions are encrypted end-to-end and we never store your full card details on our servers.

Do prices include tax?

Yes, all displayed prices are final and inclusive of applicable taxes — there are no hidden charges at checkout.

Do you offer installment plans?

Installment options may be available for select items and card providers at checkout — availability is shown on the product page when applicable.

Returns & Warranty

What is your return policy?

We offer a 10-day return window on unused items in original packaging. If something arrives damaged or faulty, we'll replace or refund it at no extra cost.

How do I start a return?

Contact us via WhatsApp, phone, or the "Track Order" page with your order number and reason for return, and we'll guide you through the next steps.

Do your products come with a warranty?

Yes, most devices and accessories carry a manufacturer or store warranty. The exact warranty period is listed on each product page.

What if my item arrives damaged?

Please contact us within 48 hours of delivery with photos of the damage, and we'll arrange a free replacement or full refund.

Repairs

Do I need an appointment for a repair?

No appointment is needed for most common repairs — just walk in. For less common issues or board-level repairs, we recommend calling ahead so we can prepare the right parts.

How long does a typical repair take?

Common repairs like screens, batteries, and charging ports are usually completed the same day, often within an hour. More complex repairs may take 1–3 days depending on parts availability.

Do repairs come with a warranty?

Yes, every repair is backed by a 90-day service warranty covering the specific part and work performed.

Will I get a quote before you start the repair?

Always. We diagnose the issue first and give you a clear, upfront price — nothing happens until you approve it.

What if my device can't be repaired?

If a device is beyond economical repair, we'll tell you honestly and won't charge for the diagnosis. We can also advise on data recovery or trade-in options.

Account & Membership

Do I need an account to place an order?

No, you can check out as a guest. Creating an account just makes it easier to track orders and view your purchase history.

How do I reset my password?

Click "Forgot Password" on the login page and follow the instructions sent to your registered email.

How can I update my delivery address?

You can update your saved addresses anytime from your account settings, or provide a new address directly at checkout.

Frequently Asked Questions

Orders & Shipping

Payments & Pricing

Returns & Warranty

Repairs

Account & Membership

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