Support
Frequently Asked Questions
General
What is Satao Color?
Satao Color is a Nairobi-based house sourcing rare and exceptional colored gemstones directly from East African mines. We work with established trade partners worldwide.
Where are your gemstones sourced?
We source directly from mines and trusted cutters across East Africa — primarily Kenya, Tanzania, Mozambique, and Madagascar. Every stone is examined and catalogued in our Nairobi office before being offered.
Do you sell to the public or only trade?
We serve both private clients and trade partners. However, certain inventory, pricing, and services are reserved for approved trade account holders.
Gemstones & Inventory
Are your gemstones natural?
Yes. All gemstones offered by Satao Color are natural. Any treatments or enhancements are disclosed in accordance with industry standards.
Can I see a stone in person before purchasing?
Private viewings are available by appointment in Nairobi and may be arranged in other locations depending on circumstances. Contact us to schedule.
Do you offer certification?
Many of our stones are accompanied by reports from respected gemological laboratories. Certificates are noted in the individual stone listing when available.
How accurate are your photos and videos?
We photograph and video all stones in natural lighting to represent color as faithfully as possible. Variations in screen calibration and viewing conditions may affect perceived appearance.
Trade Accounts
How do I apply for a trade account?
Trade account applications can be submitted through the Trade page on our website. We review each application individually and typically respond within 2–3 business days.
What are the benefits of a trade account?
Approved trade clients receive access to private inventory, dealer pricing, and personalized service. Trade accounts are suited for established dealers and recognized trade businesses.
Can I share my trade login with colleagues?
No. Trade account access is individual and non-transferable. Sharing credentials or pricing information with unauthorized parties is a violation of our Wholesale & Trade Terms and may result in account revocation.
Orders, Shipping & Returns
How do I place an order?
Orders are initiated through direct inquiry. Once availability and pricing are confirmed, we provide payment instructions and shipping arrangements.
Do you ship internationally?
Yes. We ship worldwide via insured courier services. Delivery times and customs procedures vary by destination.
What is your return policy?
Due to the unique nature of colored gemstones, all sales are considered final unless otherwise agreed in writing prior to shipment. Approved trade clients operating under memo or inspection agreements are subject to the terms of those agreements.
What if my shipment arrives damaged?
Notify us within 24 hours of delivery and retain all original packaging. All shipments are fully insured, and we will work with the carrier to resolve the matter.
Payment
What payment methods do you accept?
We accept wire transfer, ACH, and other methods as agreed for trade accounts. Payment terms are communicated at the time of sale.
When do I receive the stone?
Ownership transfers upon full payment confirmation. Stones are shipped promptly once funds have cleared.
Still have questions?
If you didn't find the answer you were looking for, please reach out directly. We respond personally to every inquiry.