Refund policy

Returns

We hope you love your gemsby.em jewellery, but if you change your mind, you can request a return within 14 days of receiving your order. Once you've requested a return, you then have a further 14 days to send the item back to us.

To request a return, please email hello@gemsbyem.co.uk with:

Your name
Your order number
The item you'd like to return
The reason for your return (optional, but helpful)

Please return items:

Unworn
In their original packaging
In a resaleable condition

We reserve the right to reduce the refund amount if an item has been used, damaged or handled beyond what would reasonably be expected when checking it.

Return postage

Customers are responsible for return postage costs, unless the item is faulty, damaged or incorrect and the order was sent within the UK. We recommend using a tracked delivery service, as we can't be responsible for returned items that are lost in the post.

International returns

If you're returning an item from outside the UK, please mark your parcel as "Returned goods" on the customs form. Any customs charges on a returned item that isn't faulty may be deducted from your refund.

USA orders: Original postage and any import duties paid on your behalf are non-refundable for change-of-mind returns. If your item is faulty, damaged or incorrect, you can choose an exchange (where possible) or a full refund, including original postage, once we've received the item. Return postage is the customer's responsibility.

Duties or taxes paid directly to UPS on delivery are paid to US customs, so we're unable to refund them.

Refunds

Once we receive your returned item, or proof that you've sent it, we'll refund you within 14 days to your original payment method. For UK orders, your refund will include the standard delivery cost from your original order, but not any extra you paid for a faster delivery option. Please note that it may take a little longer for the refund to appear in your account, depending on your bank or payment provider.

Non-returnable items

For hygiene reasons, earrings can't be returned once their seal has been broken, unless they are faulty, damaged or incorrect. Personalised, custom-made or bespoke pieces, including pieces from The Pearl Vault, are also non-returnable unless they are faulty, damaged or incorrect.

Faulty, damaged or incorrect items

Every gemsby.em piece is checked carefully before dispatch. However, if your order arrives faulty, damaged or incorrect, please contact us at hello@gemsbyem.co.uk as soon as possible.

Please include:

Your name
Your order number
A description of the issue
Clear photos of the item and packaging

We'll review the issue and offer a suitable resolution. For UK orders, we'll cover the cost of return postage. This doesn't affect your statutory rights.

Handmade jewellery note

Each gemsby.em piece is handmade using beads, gemstones, 925 sterling silver and gold-filled findings. Because of the nature of handmade jewellery and natural materials, slight variations in colour, shape and finish may occur, and every screen shows colours a little differently. These small differences are part of what makes each piece unique and aren't considered faults.

Cancellations

If you'd like to cancel or change your order, please email us at hello@gemsbyem.co.uk as soon as possible, ideally within 12 hours of placing it. If your order hasn't been dispatched yet, we'll cancel it and issue a full refund (for bespoke and Pearl Vault pieces, please see the sections below). If it has already been dispatched, please follow our returns process above. This doesn't affect your statutory right to cancel within 14 days of receiving your order.

Bespoke and custom-made items

Bespoke and custom pieces are made especially for you, so they can’t be returned once complete. A 50% deposit is required before design work begins, and it's deducted from your final balance. If you cancel before design work begins, your deposit will be refunded in full. Once design work has started or materials have been sourced, the deposit is non-refundable, as it covers design time and materials for your piece.

Repair + Renew

Restringing and repairs are paid in full when we receive your piece. If you cancel before work begins, we’ll refund your payment minus return postage.

If you cancel once work has started, a cancellation fee will be deducted to cover the work already completed. For restringing, this is usually 50% of the repair cost. For larger or more complex repairs, the fee may vary depending on how far the work has progressed, and we'll confirm it with you before deducting anything. Your piece will be returned to you as it is at that point (for example, unstrung), with return postage deducted from your refund.

If anything isn’t right with the repair, please get in touch and we’ll put it right.

The Pearl Vault: made to order

Pieces from The Pearl Vault are made to order once you place your order and are paid for in full at checkout. Each piece is hand-knotted to your chosen length and silk colour, so please allow 7–10 working days for it to be made before it's dispatched.

If you'd like to cancel before we've started making your piece, please email hello@gemsbyem.co.uk as soon as possible and we'll issue a full refund. If you cancel after production has begun, a cancellation fee of 20% of the order value will be deducted to cover materials and making time, and the rest will be refunded. Once your piece has been dispatched, it can no longer be cancelled.

If your piece doesn't quite fit as you'd hoped, we're happy to adjust the length through our Repair + Renew service for a small fee.