Shipping policy

Shipping

We currently ship within the United Kingdom and to a select few international countries. If your country isn’t available at checkout, please contact us to discuss.

Processing times

Every gemsby.em piece is carefully packaged before dispatch.

Please allow 3-5 working days for your order to be prepared and dispatched. During busy periods, launches or limited drops, dispatch may take slightly longer.

Pearl Vault pieces are made to order, so please allow 7–10 working days before dispatch. Timescales for bespoke pieces will be agreed with you directly.

If you need your order within 1–2 working days, please email us at hello@gemsbyem.co.uk before placing your order, and we'll let you know whether we can make it happen.

You’ll receive a confirmation email once your order has been dispatched.

UK delivery

We use Royal Mail for all UK orders:

Orders of £75 and under are sent by Royal Mail Tracked 24, usually delivered within 1–2 working days.
Orders over £75 are sent by Royal Mail Special Delivery Guaranteed by 1pm, for extra security. These are fully tracked and need a signature on delivery.

Delivery times start from when your order is dispatched, not when it’s placed.

International delivery

We use Royal Mail and UPS for international orders. Estimated delivery times are shown at checkout.

Duties and taxes

USA orders: Orders up to £250 are sent by Royal Mail, delivered duties paid, so there's nothing extra to pay on arrival. Orders over £250 are sent by UPS, delivered duties unpaid, and any duties or taxes are payable by the customer on delivery.

UPS is also available at checkout for orders under £250 if you'd prefer faster delivery and full insurance. Please note that UPS orders are always sent delivered duties unpaid.

All other international orders: Any duties and taxes are the responsibility of the customer.

If a parcel is refused because duties or taxes haven’t been paid, the cost of returning it to us will be deducted from any refund.

Delivery costs

Delivery costs are calculated and shown at checkout before you place your order.

Delivery times

Please note that delivery times are estimates and may vary during busy periods, around bank holidays, or because of delays outside our control.

Last order dates for Christmas delivery will be shared on our website and Instagram.

Incorrect delivery details

Please make sure your delivery address is correct before placing your order. gemsby.em can’t be responsible for orders sent to an incorrect address provided at checkout.

If you notice an error after placing your order, please email us as soon as possible at hello@gemsbyem.co.uk. We’ll do our best to help, but we may not be able to change the address once your order has been dispatched.

Lost or damaged parcels

If your order hasn’t arrived within 10 working days of the estimated delivery date (UK) or 20 working days (international), please email us at hello@gemsbyem.co.uk. We’ll open an investigation with the carrier and, if your parcel is confirmed lost, we’ll send a replacement or issue a full refund.

If your parcel arrives damaged, please keep all the packaging and email us photos as soon as possible.