Frequently Asked Questions
How can we help?
Who is AnaraGems?
We are a luxury design house dedicated to crafting and innovating tradition into modernism. Every piece we create is designed to transcend classic elegance, delivering a sense of refined luxury that nourishes the soul and based in Malaysia, owned by Vultrevo Solutions.
Where are the products shipped from?
We ship from our warehouse in Malaysia. For select items, shipping may also come from our partner locations.
Do you have a physical store?
AnaraGems is an online-only store to keep costs low and pass the savings on to you.
How do I place an order?
Simply browse our products, add them to your cart, and proceed to checkout. We’ll guide you through the steps.
Can I change or cancel my order?
Orders can be changed or canceled within 24 hour after placing. Please contact hello@anaragems.com immediately.
How do I track my order?
You’ll receive a tracking link via email once your order is processed or log into your account to find track my order in the view orders section.
I didn’t get an order confirmation. What do I do?
Please check your spam folder. If still missing, contact hello@anaragems.com with your email and payment details.
How long does delivery take?
For West Malaysia: 2–5 working days. East Malaysia: 5–7 working days.
What courier do you use?
We use couriers like NinjaVan for reliable deliveries.
Can I schedule delivery?
At the moment, scheduled delivery is not available. All parcels are shipped via standard courier.
Do you offer same-day or express delivery?
Not at the moment — but we’re working on it! For now, we offer standard delivery only.
What payment methods do you accept?
We accept FPX (online banking), credit/debit cards, and local gateways like BillPlz.
Is my payment secure?
Absolutely. All transactions are encrypted and processed through secure, licensed payment providers.
Do you offer Cash on Delivery (COD)?
Currently, we do not offer COD. All payments must be made online at checkout.
Can I pay in installments?
Installment payment is not available yet — but it’s something we’re exploring for future updates.
What is your return policy?
You may return eligible products within 7 days of receiving your order. Items must be unused and in original packaging.
How do I request a return or refund?
To request a refund, please email us at hello@anaragems.com with your Order ID and the reason for your request. Our team will review it within 2–3 business days.
Are returns free?
Return shipping costs are the responsibility of the customer unless the item is defective or wrong.
When will I receive my refund?
Refunds are processed within 3–7 working days after we receive and inspect the returned item.
What if I received a damaged or wrong item?
We’re sorry! Please contact us within 48 hours and attach photos — we’ll make it right, fast.