FAQs

ORDER + SHIPPING

DO YOU SHIP TO MY COUNTRY?

We ship internationally to pretty much every destination!  Restrictions may apply to certain destinations with limited shipping options. Please visit our Delivery Information page for full information.

CAN I CANCEL OR AMEND MY ORDER?

Unfortunately, we are unable to cancel or amend orders once they have been placed.
You can return your order once you have received it, please find further information on our Returns page

HOW CAN I TRACK MY ORDER?

Have an account? Simply log in to your account, find your order & click Track my order.
Or you can find the tracking information in the dispatch email you received, please check your junk folder!

WHAT DO I DO IF MY JEWELLERY IS DEFECTIVE OR I RECEIVED THE WRONG ORDER?

Firstly, we are so sorry to hear this! If in the rare instance your jewellery has arrived defective or is not up to our usual high quality, please email  customerservice@gemzis.com  with your order number and an image of the defective/wrong piece and we shall get this resolved for you. 

MY ORDER IS DELAYED, WHEN WILL I RECEIVE IT?

Please visit our Delivery Information page for the most up-to-date information on delivery options for your location.

RETURNS + EXCHANGES

HOW DO I RETURN MY ITEM?

Please log-in to your account to start the return process.
Don't have an account? No worries! Drop us an email at customerservice@gemzis.com and we shall assist you with the return process.
Our returns period is currently 28 working days and starts from the date you receive your order.

We aim to process all returns within 14 working days, however in some cases this may be extended to 30 working days during busy times of the year. 
Check out our Returns page for full details.

CAN I EXCHANGE MY ITEM?

We do not currently offer the option to exchange an item from your order.We do have a hassle-free 28 day Return Policy in place for ease of mind.

WHATS YOUR RETURNS POLICY?

You can return anything you have ordered from us for a refund within 28 days of receiving your order.
Contact us via email customerservice@gemzis.com or log into your account to start the return process.
✽ The customer is responsible for the cost of return postage and original postage cost is non-refundable. 
✽ All pieces must be returned unworn, in the condition they arrived in and in the same packaging. 
✽ Custom/personalised jewellery is non-returnable due to being handmade to order, so please double check your order is correct.
✽ Earrings are non-returnable or exchangeable due to hygiene reasons.
✽ If you have received a free item and returning an item will make your order not eligible for the free item, you will also have to return the free item. 
✽ If your order has not been dispatched and you decide you want to cancel your order, a £2.99 cancellation fee will be charged. 

NON-DELIVERY CLAIMS
You have 45 days to let us know that your order has not arrived, please email customerservice@gemzis.com with your order number and delivery address so we can help you resolve the issue. 

CAN I RETURN EARRINGS?

For hygiene reasons, we do not offer refunds on earrings unless defective.

CAN I RETURN A SALE ITEM?

Of course! We use the same conditions for full priced items & sale items.