FAQs
Find answers to common questions about our one-of-a-kind jewellery, from design and craftsmanship to shipping and care. Learn more about our commitment to quality, transparency, and customer satisfaction.
products & purchases
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How do I place an order?
Once you've selected the item you'd like to purchase, click the 'Add to Basket' button to add it to your shopping bag. Then, follow the instructions to complete your order during checkout.
Your order will not be placed until the very end of the checkout process, when you will be asked for your payment information. To complete your order, you might be asked to confirm your identity via a multi-factor authentication process required by your bank.
What payment methods do you accept?
We currently accept the following payment methods:
• PayPal
• Visa (credit or debit card).
Do you offer Gift Packaging?
Gift packaging is available upon request. After you have placed your order, send us an email with the request alongside your order number.
Why does my product or gemstone look different to the image pictured on the website?
The product photography displayed on our website reflects the jewellery as accurately as possible. All of our jewellery is hand-finished with genuine gemstones; therefore, details such as the exact shade of the stone may vary slightly. This uniqueness is part of what makes your piece truly special.
shipping & delivery
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Where do you deliver to?
Gem Jewellery London currently delivers to addresses worldwide this is usually through Royal Mail however, it might be through a courier depending on the value.
I've received a statement, but I've not yet received my order.
If you haven't received your order, please contact us via the Help Centre and a member of our team will get back to you shortly.
returns & warranty
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Can I return my order?
Yes, under certain circumstances you can return your order. Look at our Returns & Refund Policy for more information.
Do I have warranty?
Check our Jewellery Warranty page for more information.
Need more help?
Click below to go to the contact page, fill out a help form and a member of our team will get back to you.