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FAQ

Questions?

We can source product, clarify details or answer any questions you have.

888-885-8701 contact@gleem.co Available M-F 9AM-5PM EST

Buying

Do items come with original paperwork?

How do I know the pieces on Gleem are authentic?

Does Gleem & Co ship internationally?

How do I apply existing account credits to my purchase?

What forms of payment do you accept?

How can I determine my ring size?

What if I find a ring, but it’s not the right size?

How is retail value determined by Gleem’s independent appraiser?

Can I get my items insured?

Do I need to pay sales tax?

Can I speak with a sales representative for help with my purchase?


Do items come with original paperwork?

Whenever we have them, Gleem & Co will include the original paperwork and/or GIA certificates associated with a piece. If available, these items will be notes in the item description.

How do I know the pieces on Gleem are authentic?

The team at Gleem & Co gives unparalleled attention to authentication. Every item that is selected for sale has been rigorously evaluated by our independent appraiser, not only for authenticity, but also provenance, condition and value. If it doesn’t meet our standards, it simply won’t make it onto the site. Furthermore, if you have any concerns about a piece you have purchased, just contact our Customer Care team and we promise to do our utmost to address them.

Does Gleem & Co ship internationally?

We are in the process of setting up this capability. If you would like to be notified when it goes live, please let us know where you live and we’ll contact you as soon as we can ship to your address.

How do I apply existing account credits to my purchase?

Any balance in your Gleem & Co account will be applied automatically at checkout. Should you have any questions or require additional assistance, please do not hesitate to contact our Customer Care team, by email or telehone.

What forms of payment do you accept?

Gleem & Co accepts all major credit cards, including VISA, MasterCard, American Express, and Discover, as well as PayPal and Gleem credit & Gift Cards.

How can I determine my ring size?

Click here to view our printable Ring Size Guide. This guide is also located on the product pages for all of our ring. If you find a ring you love on Gleem and it’s not your size, check the product description to see if it is resizable. If it is, we would be happy to provide this service to you free of charge. Please note that the item becomes final sale once it has been resized to a customer’s specifications, and resizing may delay your shipment by a day or two.

What if I find a ring, but it’s not the right size?

If you find a ring you love on Gleem and it’s not your size, check the product description to see if it is resizable. If it is, we would be happy to provide this service to you free of charge. Please note that the item becomes final sale once it has been resized to a customer’s specifications, and resizing may delay your shipment by a day. Alternatively, you may also send a ring back to us for complimentary resizing at any time. In these instances, shipping would be coordinated by Gleem (via FedEx, with tracking and insurance through BRINKS), and expenses paid by the customer.

How is retail value determined by Gleem’s independent appraiser?

Gleem & Co’s independent appraiser evaluates numerous factors when arriving at the estimated retail or replacement value for a piece. If the item is currently sold at retail, the going retail price is adjusted to reflect the piece’s condition. As with any luxury good, the extent to which a particular piece retains its value after the original point of sale can vary considerably by condition, brand, component materials, workmanship, features, etc. There are some pieces, no longer available for retail sale, that may become rarer and therefore more valuable over time.

Similarly, certain styles can be more and less popular at any given point in time. These considerations, taken into account alongside more objective criteria will all factor in to the final value determination. With jewelry in general, because the category inherently incorporates precious material use as well as specialized labor and fashion / design, there will always be both an art and science component to any appraisal.

Can I get my items insured?

Yes. Gleem & Co makes insuring your items easy since each purchase actually comes with a valuation report. You can use this document to get your item(s) insured by your homeowners, renters, or 3rd party specialist insurance company.

Do I need to pay sales tax?

Gleem & Co is required by law to collect sales tax on any purchase being shipped to New York State, though this will change as we expand our physical presence.

Can I speak with a sales representative for help with my purchase?

Of course, and we would be delighted to assist you. You can reach us anytime at contact@gleem.co and we will typically answer you within a couple of hours. For any questions during standard business hours (Monday  - Friday, 9am – 5pm EST), please also feel free to call us at 1-888-885-8701.

Selling

How can I start selling?

How does Gleem & Co’s consignment process work?

How do I know what items you accept and which you reject?

How do I know what price I'm getting for the item(s) I want to sell?

What happens if I don't like my offer when consigning?

What happens if my items get lost or damaged while shipping to you?

How do you choose the prices you pay for items?

How does Gleem authenticate fine jewelry and watches?

What happens if a seller consigns items and then requests that they be returned?

What happens to items that are not sold

How do I get paid?

When will I receive my payment?


How can I start selling?

The exciting news is that Gleem & Co will soon be announcing a list of physical drop-off locations in cities around the U.S. In the meantime, we will still accept pieces on a case-by-case basis via mail. If you have a piece you’d like to sell, please email us at contact@gleem.co with the phrase “PRODUCT LISTING SUBMISSION” in the subject, and include snapshots and product details.

Depending on the nature of the piece, we will then have either a member of our Customer Care team or our independent appraiser reach out to you to verify information and provide an estimated selling price. If you decide to sell with Gleem, we will provide a pre-paid shipping label to have the piece shipped to us via FedEx, with additional insurance and tracking provided by BRINKS. For more information on our Seller Terms, please see here

How does Gleem & Co’s consignment process work?

The idea behind Gleem is to provide the level of service one would expect to receive from a major auction house, however with streamlined operations and an online sales platform to enable us to do this for more than only high-value collectors. Like an auction house, we curate what we sell. Gleem is looking to consign the top 10% of what is typically found in private jewelry and safe deposit boxes around the world.

Once we determine that your piece meets out curation criteria, we will carry out all of the authentication, appraisal and sale preparation services in-house, ensuring the highest possible quality and the best possible experience for both seller and buyer. The costs of these services, including high-grade photography and product listing are born entirely by Gleem. We do this to ensure you, as the seller, receive a fair price for your piece. The whole process usually takes between 14-28 days depending on the item(s) sent. Items that are deemed inauthentic will not be listed for sale.

If an item is determined to be counterfeit, we will return it to the consignor at the consigner’s expense, plus a $50 fee to cover the expenses of inbound shipping, insurance, and appraisal. Our consignment term is for a minimum of 6 months. If a seller decides for any reason to de-list before the end of this 6-month term, there will be a fee of $100 to offset the expense born by Gleem for shipping, insurance, product photography & listing and appraisal. Sellers are welcome to retain the valuation report.

How do I know what items you accept and which you reject?

Our selection process is not always categorical. Chances are that we will be interested in signed or high-end designer branded pieces with original retail prices above $1,000. We also sell unsigned pieces, however, for diamonds over 1 carat in weight, we require a GIA certificate. Some exceptions may be made, for example, if you have a certificate from Tiffany & Co, Harry Winston, or another premier jewelry house that conducts its own in-house appraisals. If you have further questions, please do not hesitate to contact our Customer Care team by email or by phone, at 888-885-8701.

How do I know what price I'm getting for the item(s) I want to sell?

We can try to provide best-guess estimates upfront based on comparable products and the item details you provide. The final selling price will then be confirmed once we have received and appraised the piece(s) on site.  But the price listed on our website will be the final selling price; Gleem does not run auctions, and will not further discount your item without your express permission.

What happens if I don't like my offer when consigning?

If you decide not to sell your item upon receiving the confirmed selling price (and before product photography) we will return it to you at your expense and collect a $50 fee to cover the expense of inbound shipping, insurance and appraisal. If requested, we would be happy to provide a valuation report, which you may retain for insurance purposes. Our ultimate goal is to make all of our customers happy, whether that means getting you a fair price for selling an item, or returning it with the proper paperwork so that it can be kept, worn and enjoyed for years to come.

What happens if my items get lost or damaged while shipping to you?

All of Gleem’s shipments are fully insured through BRINKS, the global leader in fine jewelry transport. While on the premises at Gleem & Co HQ, the items are further insured by Lloyd’s of London, the oldest and most reputable of jewelry insurance specialists. We refuse to cut corners when it comes to protecting our merchandise, be it in transit or in our possession.

How do you choose the prices you pay for items?

Gleem & Co’s independent appraiser evaluates numerous factors when arriving at the estimated retail or replacement value for a piece. If the item is currently sold at retail, the going retail price is adjusted to reflect the piece’s condition. Like with any luxury good, the extent to which a particular piece retains its value after the original point of sale can vary considerably by condition, brand, workmanship, component materials, features, etc.

There are some pieces, no longer available for retail sale, that may become rarer and therefore more valuable over time. Similarly, certain styles can be more and less popular at any given point in time. These considerations, taken into account alongside more objective criteria will all factor in to the final value determination. With jewelry in general, because the category inherently incorporates precious material use as well as specialized labor and fashion / design, there will always be elements of both art and science going into any appraisal.

How does Gleem authenticate fine jewelry and watches?

Each item Gleem & Co receives is submitted to a live, in-house appraisal by our independent appraiser. To read more about Gleem’s independent appraiser, click here.

What happens if a seller consigns items and then requests that they be returned?

Gleem’s consignment term, as outlined in our SELLER (“CONSIGNOR”) TERMS is for a minimum of 6 months. If a seller decides for any reason to de-list before the end of this 6-month term, there will be a fee of $100 collected to offset the expenses born by Gleem for shipping, insurance, product photography & listing, and appraisal. Sellers are welcome to retain the valuation report provided by Gleem & Co.

What happens to items that are not sold

After the 6-month consignment term, a seller may request to have their items returned. Barring such a request by the seller, we will continue to market your items for sale; we might also seek your permission to reduce the asking price.

How do I get paid?

Gleem & Co issues checks for Commissions on the 15th day of every month for a sale period beginning on the 1st of the prior month to the last day of the previous month. For example, checks issued on February 15th would cover the sale period from January 1– January 31.

When will I receive my payment?

We pay every 15th of the month for sales the previous month, and after the 14 day sales-return filing period has elapsed. We will send a check to the address provided in your account.

Shipping

Do you ship internationally?

How quickly do you ship once a purchase is made?

Do you offer free shipping?

What shipping providers do you use?

Do you deliver to Post Office boxes?

How do I track my order?


Do you ship internationally?

We are in the process of setting up this capability. If you would like to be notified when it goes live, please let us know where you live and we’ll contact you as soon as we can ship to your address.

How quickly do you ship once a purchase is made?

Gleem & Co will package and ship your item within 2 business days of purchase. We ship all packages via FedEx Overnight service, and use supplemental tracking and insurance through BRINKS, the global leader in fine jewelry transport. All deliveries, once shipped, are guaranteed next business day by 3pm, and require a signature from someone at the residential or business address. If you would like to upgrade to “First Overnight” to ensure delivery by 10am, we can do so for a fee somewhere in the range of $20 - $50. Please contact our Customer Care team by phone (888-885-8701) or email to make such arrangements.

Do you offer free shipping?

All shipping and returns are free. Both directions are through FedEx, with added tracking and insurance through BRINKS.

What shipping providers do you use?

Gleem & Co ships all orders through FedEx, with added tracking and insurance through BRINKS.

Do you deliver to Post Office boxes?

We cannot deliver to P.O. Boxes, APO/FPO addresses, or U.S. Territories, including Puerto Rico and Guam.

How do I track my order?

Once the tracking details are available you will receive tracking confirmation via email.

Returns & Exchanges

What is Gleem’s return policy?

How do I get a prepaid return shipping label? Is it insured?

Have you received my return?

Do I have to pay for return shipping?

How will I be refunded?

I have items to return from multiple orders. Can I send them together in the same box?


What is Gleem’s return policy?

If you wish to return an item, contact Gleem’s Customer Care team at contact@gleem.co or 888-885-8701. Please be sure to notify us within 14 days of delivery. Once we have opened a Return ticket, we will provide you with an insured prepaid shipping label for FedEx. For FedEx pickup service, the customer must coordinate details directly with FedEx. The supplemental tracking and insurance provided by BRINKS will be applied automatically.

Please note that BRINKS requires all items be double boxed. The package must be postmarked within 30 days of the original delivery date and must be returned with the original Gleem security tag still in tact and un-tampered with. Upon receipt of your package, Gleem will conduct a reappraisal to ensure unchanged condition of the piece and component gemstones. Please allow up to 2 weeks for final processing of the refund, which would be issued in the same manner as original payment was collected, either by major credit card or PayPal.

How do I get a prepaid return shipping label? Is it insured?

Once a customer contacts Gleem Customer Care by phone or email, we will open a Return ticket and email the customer an insured prepaid shipping label for FedEx. For FedEx pickup service, the customer must coordinate details directly with FedEx. The supplemental tracking and insurance provided by BRINKS will be applied automatically. Please note that BRINKS requires all items be double boxed.

Have you received my return?

We process returns as soon as we receive them and will email a confirmation. You may also check on the status of your shipment with the FedEx tracking number, found in the same email as your return label.

Do I have to pay for return shipping?

Gleem & Co provides free shipping on returns, provided we are notified within 14 days of original delivery and the package is postmarked within 30 days.

How will I be refunded?

We will process refunds using the same payment method used for the original purchase. If you used a credit card or PayPal, we will refund the full purchase price. If you prefer, we can also provide Gleem credit, and would be happy to provide a $50 bonus for choosing this method.  Limits apply.

I have items to return from multiple orders. Can I send them together in the same box?

Yes of course. Just make sure you notify us of each item so that the insurance may be set appropriately and mark each item you're including on the return slip.

Other

Where can I send any comments, concerns, or feedback?

I just placed an order and I need to cancel it!

Does Gleem have gift cards?

I can't log into my account and can't remember my password, what do I do?

How do I change my account information (billing, shipping, etc)?


Where can I send any comments, concerns, or feedback?

We would love to hear from you, for whatever reason! Please feel free to call us at 888-885-8701 or email contact@gleem.co.

I just placed an order and I need to cancel it!

Just email us at contact@gleem.co or call 888-885-8701 and we'll be happy to assist you.

Does Gleem have gift cards?

We do. To purchase one, click here.

I can't log into my account and can't remember my password, what do I do?

You can try resetting your password here. If that doesn't work, contact us at contact@gleem.co or 888-885-8701.

How do I change my account information (billing, shipping, etc)?

To change any of your account information, simply login and go to your “My Gleem” page. First select “Billing and Shipping” from the left-hand menu and then select “Edit”.