Cancellation policy

Pre-orders

Some gemsby.em pieces, such as new collections ahead of their release date, may be available to pre-order. When you pre-order, you're reserving a piece that isn't in stock yet. The estimated dispatch date will be shown on the product page.

Depending on the piece, we may take full payment, a deposit or no payment at checkout. Any remaining balance will be charged when your order is ready to dispatch.

Cancelling a pre-order

You can cancel a pre-order at any time before it's dispatched by emailing hello@gemsbyem.co.uk. We'll refund everything you've paid, including any deposit. Once your pre-order has been dispatched, our standard returns policy applies.

Made-to-order and bespoke pieces

Pearl Vault and bespoke pieces aren't pre-orders. They're made to your specification, so different cancellation terms apply. Please see our returns policy for details.