Refund policy

At Gem Jewellery London, your satisfaction is our top priority. If, for any reason, you are not completely happy with your purchase, we offer a straightforward return policy to ensure your peace of mind.

1. Eligibility for Returns

  • Time Frame: You can return your purchase within 30 days from the date of delivery.
  • Condition: Items must be returned in their original, unworn, and undamaged condition, with all packaging and certificates of authenticity included.
  • Non-Returnable Items:
    • Custom-made or personalized jewellery.
    • Gift cards and sale items.

2. Return Process

To initiate a return, please follow these steps:

  • Contact Us: Email us at info@gemjewellerylondon.com with your order number and reason for the return.
  • Approval: Once your return is approved, we will provide you with instructions and a return shipping address.
  • Shipping: Securely package the item and send it back using a trackable shipping method. Customers are responsible for return shipping costs unless the return is due to a defect or error on our part.

3. Refunds

  • Processing Time: Once we receive your returned item, it will be inspected, and we will notify you of the approval or rejection of your refund.
  • Refund Method: Approved refunds will be issued to the original method of payment within 7-10 business days.
  • Shipping Costs: Original shipping costs are non-refundable, unless the return is due to our error.

4. Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original and place a new order.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@gemjewellerylondon.com and we will resolve the issue promptly, either by repairing, replacing, or refunding the item.

At Gem Jewellery London, we strive to make your shopping experience effortless and enjoyable. If you have any questions or need assistance with your return, please don’t hesitate to reach out.