Find answers about Guatemalan jade, our products, workshops, payments, shipping, returns, repairs, and more.

Jade and our materials

Is all the jade you work with from Guatemala?

Yes. All our jade is jadeite jade and comes from the Sierras de las Minas in northeastern Guatemala.

Is all the jade you work with 100% natural?

All the jade we sell has been worked in its natural color. No dyes or chemical processes have been applied to accentuate or change the color. This means our jades are quality A.

Are all the jade colors you sell certified?

All of our jade colors available in store have been tested and certified by the Guatemalan Department of Mining or the Gemological Institute of America (GIA).

Can jade break?

Yes. Although jade is very hard, its structure is crystalline, and a strong blow to a thin piece can cause it to shatter or break.

How do I know if something is really jade?

Our Shopping Guide provides tips to help you identify jade and distinguish it from other materials.

Is the jade that Casa del Jade works with legal?

Casa del Jade maintains the permits required to extract jade and pays royalties to the government for this process. We are committed to responsible and legal sourcing.

Will I receive a piece identical to the one in the photo?

Because we work with natural stone, the color may vary slightly from the photograph.

What process do you use to extract jade?

Casa del Jade has the licenses required to extract jade from certain areas in the Sierra de las Minas. We focus on jade brought to the surface by seismic movements, a process that takes millions of years, rather than excavating or blasting areas to reach deeper deposits. Our responsible mining policy continues to evolve as we review how we can make a broader positive impact.

What other types of stones do you use with jade?

We use different types of semiprecious stones from different parts of the world.

What metals do you use for jewelry?

Most of our jewelry is mounted or combined with 925 silver. We also offer pieces in 14kt yellow gold, 14kt white gold, gold-filled materials, stainless steel, pewter, natural and synthetic leather, textiles, and other materials. The materials used are listed in each product description.

Custom pieces and products

Can I order something different from what is in the catalog?

We specialize in creating pieces that differ from our catalog. Send us the details of your desired jade color, shape, size, and materials, and our design team will review whether it is feasible. Some restrictions apply because we work with natural materials.

Can I customize my product?

Yes. Contact us with the details of what you would like, and we’ll be happy to advise you.

What should I do if the product I want is out of stock?

Contact us to ask when it will be available again or whether it can be made as a special order.

I saw something in a store but cannot find it in the online catalog. What can I do?

We cannot upload the entire variety of products available in our stores. Send us the details of the piece, and if it is in stock, we’ll be happy to help you purchase it.

Workshops and museum

What do I need to bring to the workshop?

We provide everything you need. We suggest comfortable clothing and shoes because you’ll be moving and standing for much of the time. You can bring a water bottle, a phone or camera, and a spirit of adventure and creativity. Guests with long hair should keep it tied back, and short nails are preferable.

What is the recommended age for children at the workshop?

The workshop is suitable for all ages, and our youngest participant was 6 years old. Children under 12 must be accompanied and monitored by a responsible adult throughout the workshop.

I need to change the date of my workshop reservation. What should I do?

Notify us as soon as possible, and at least 24 hours in advance, so we can cancel and reschedule. No refunds are given, but the reservation can be rescheduled for a later date. Casa del Jade reserves the right to change the reservation date when cancellation is made less than 24 hours in advance.

Is there a cost to visit the museum?

Our museum is open to the public, and free guided tours are offered daily.

Payments

What currency are your prices in?

Prices are in US dollars. Payments are made in US dollars, and your bank converts the amount to your local currency according to its exchange rate.

What payment methods do you offer?

In Guatemala, payment can be made by bank transfer or by credit or debit card through the website. If you want to pay in Guatemalan quetzales, contact us for a Visa or Mastercard payment link. International customers can pay by credit card.

What credit and debit cards do you accept?

We accept Visa, Mastercard, American Express, Discover, and JCB.

Can I pay with Visa or Credomatic installments?

Contact us with the products you would like to purchase so we can provide a payment link when this option is available.

Shipping and delivery

How do shipments work within Guatemala?

Payment processing takes 24 hours. For purchases over $50 USD, shipping is free. For purchases under $50 USD, shipping is $5 USD. Shipping is handled through Guatex, and we can work with another carrier if preferred.

Can I request delivery on a specific date or faster delivery?

Contact us. Courier service is currently available for Sacatepéquez and Guatemala City at an additional cost, which we can determine based on your area.

Do you ship internationally?

We ship to most countries worldwide using courier services such as DHL or UPS. Purchases made on Fridays or weekends are processed by Monday. Delivery time depends on the destination.

When should I expect my purchase?

Estimated delivery times depend on the destination. An estimate for the United States is 5 to 7 business days for packages containing only jewelry. Packages containing pre-Hispanic replicas may take approximately 14 business days because each piece requires special processing with the Ministry of Culture. We ship only to home addresses, not P.O. boxes, and a signature is required upon delivery.

What are the shipping costs?

For packages weighing less than 0.5 kg, the listed shipping costs are: USA and Canada, $28 USD; Central America, $19 USD; Mexico, the Caribbean, and South America, $45 USD; Europe, $45 USD; Asia, $67 USD; and the rest of the world, $85 USD. Contact us for shipping costs for replicas and masks. Customs taxes are not included.

Can I add insurance to my package?

Shipment insurance can be added to your cart for an additional $15 USD. Contact us if you need another shipping option or priority service.

What packaging do you use?

Packaging depends on what best protects the product. This may include a brin bag, a traditional Guatemalan purse made with recycled fabrics, a cardboard box, premium packaging for select pieces, or custom treated-wood packaging for sculptures and masks.

Can I send an order as a gift?

Indicate in the order notes that your purchase is a gift. We won’t include the invoice with the package. The recipient should keep the certificate, which is required for changes or service.

Can you include a special message?

Yes. Add the occasion and message in the Additional Information box during checkout.

What happens to my information on an international shipment?

International shipments may be opened and inspected by customs authorities. Information about your order, shipment, and items may be shared with the courier and customs authorities for clearance.

Are taxes included in the price?

The 12% Value Added Tax is included in the price.

Will I pay taxes when my package arrives?

Customs in the destination country may charge customs fees, import duties, taxes, and other charges on international orders. These charges are the recipient’s responsibility. Casa del Jade does not control these charges. Contact your local customs office for more information.

Returns, warranty, and repairs

Can I return a product?

You may return an item within 30 days from the invoice date. The item must be in perfect condition, unused, and accompanied by the original packaging and invoice.

International customers are responsible for shipping costs to return an item to our offices in Guatemala or the United States. Returns are not eligible for monetary refunds. Once an approved return is received, its value is issued exclusively as store credit for future purchases.

Personalized, specially engraved, and sale items are final sale and cannot be exchanged or returned.

What is the return process?

Once an item is received, our Quality Department reviews it. Approved returns are processed for store credit or a replacement item. Items showing wear, items altered by a jeweler other than Casa del Jade, damaged items, returns without a purchase receipt or original Casa del Jade packaging, and packages sent incorrectly or without insurance may be refused. Casa del Jade is not responsible for lost or damaged return shipments.

Do your products have a warranty?

Our products are handcrafted, so slight variations in size or shape may occur. Most products include a one-year warranty against manufacturing defects. Contact us for the applicable warranty terms and conditions.

Can you repair my piece?

Keep the certificate of authenticity because it includes the date and invoice number used to determine whether a repair is covered by warranty, depending on the age and handling of the piece. Contact us before sending an item so we can determine the repair time and cost. We only repair pieces made by Casa del Jade, and the customer is responsible for shipping and other related costs. Pack items securely in their original packaging. Casa del Jade is not responsible for damage during shipping or loss from uninsured shipments.

Community support

How can I support an NGO with my purchase?

Some products are designed to raise funds for organizations. When you purchase those products, Casa del Jade donates 20% of the purchase to the relevant organization. If an organization has provided you with a coupon code, enter it at checkout. Otherwise, you can add the organization’s name in the Additional Information box.

Can I become a Casa del Jade distributor?

Contact Casa del Jade for distributor information.

Contact

For questions not answered here, contact Casa del Jade at info@lacasadeljade.com or +503 3011 1991. Our listed address is 4a Calle Oriente 10, Antigua Guatemala SAC, 03001, Guatemala.

Review before publishing: This FAQ was adapted from the legacy Casa del Jade FAQ. Please confirm current shipping prices, workshop terms, warranty wording, phone numbers, and contact channels before publishing.