Welcome

Telephone: 0844 334 3885

Customer Service

Shipping & Delivery

We aim to process all in stock items within 1-2 working days and make every attempt to deliver your package within 2-5 working days after it ships from our warehouse depending on which delivery option you have selected.

 Delivery Costs

Standard Delivery within the UK £2.95 delivered within 2-5 working days

Free Standard Delivery on all orders over £10 delivered within 2-5 working days

Next Day Delivery £6.95 if orders received before 12pm Monday – Friday (excluding Saturdays, Sundays & Bank Holidays) If you order on a Friday for Next day Delivery It will not be delivered until the Next Working Day, which is Monday Although we offer a Next Day Delivery Service occasionally the courier or Royal Mail may be unable to deliver next day for reasons outside of their control and we cannot be held responsible for this however we endeavor to always meet our delivery aims.

Europe Delivery £12.00 delivered within 3 -10 working days

Rest Of The World £15.00 delivered within 4 -10 working days

Privacy & Security

GEM LONDON is committed to respecting your privacy. In general, you can visit GEM LONDON without revealing any information about yourself. We do collect information regarding visitors to our website. For example, some information is required in order to process orders. We analyse this data for trends and statistics to help us provide you with a better quality service.

Privacy Policy

To process your order, we require your name, billing address, phone number, email address and credit card information. We use this information to process your order and, if any questions should arise, to contact you about your order. If we need to contact you, we will contact you via email in the first instance. If unsuccessful (or time is critical), we will try to contact you by phone.GEM LONDON may need to provide your name and delivery address to third parties that are involved in the processing of your order uses for delivering specific services to you (for example, the financial institution that issued your credit card or the courier that delivers your order).There are times when we may request information from you, such as your name, address and email address. When additional information is requested, we will try to let you know at the time of collection how we intend to use the personal information you provide, such as respond to your enquiry, accept an order, conduct a survey or allow you to access specific information such as account information, etc. We do our best to maintain the accuracy of any personal information you do supply to us.

Cookie Information

Cookies are small bits of text used by a browser to store information on your computer’s hard drive. Each cookie can only be read by the web server that originally issued it. Cookies cannot profile your system or collect information from your hard drive. Most On-Line retailers use cookies. GEM LONDON uses Cookies to let us know you are a prior customer and therefore you will not need to re-enter certain information every time you shop at the site. We do not use cookies to store credit card numbers, address information or any other personal information.

Returns & Replacements

If you're not absolutely delighted with your GEM LONDON purchase, you can return your item(s) for a refund or exchange within 14 days of purchase.

Returns Policy

  • In order to receive a refund please confirm your return(s) in writing within 5 working days from the date you received your items to sales@gemlondon.co.uk advising your order number and reason for return.

  • Items must be returned with the returns form completed and enclosed with the parcel within 14 days of purchase to 13 Highview close, Hamilton Office Park, Leicester, LE4 9LJ

  • Please note: You (the customer) are responsible for returning the item back to us and the return postage charge. We will not accept responsibility for the item until it has been delivered to us. Proof of postage is advisable and we would recommend you send the item recorded delivery to ensure it is received.

  • We are happy to refund you the original price paid of the item to your original form of payment. Subject to the goods being received within 14 days of the original shipping date. Original shipping charges will not be refunded

  • After 14 days, of the original ship date refunds are not available. Replacements and Exchanges are available for 14 days from the original shipping date.

  • Returns or exchanges are accepted on unworn items in resalable condition (excludes sale items) . Items must be returned in the original packaging and accompanied with original proof of purchase. Items not in their original packaging cannot be refunded or exchanged.

  • Please note that in the interest of hygiene and for your protection we do not accept returns or process refunds on pierced earrings or jewellery sets containing earrings or real body jewellery.

  • We reserve the right to refuse to exchange or refund items that are not returned within 14 days from date of receipt or in its original condition.

  • Refunds will be processed within 5-7 working days from receipt of goods.

Ordering

Consumer Rights
GEM LONDON is a UK based company and complies with UK consumer law, our Terms and Conditions do not affect your statutory rights. You have the right to cancel an order and return any goods that may already have been dispatched, up to 5 days from receipt, ) you must inform us in writing within 5 working days from the date you received your items to sales@gemlondon.co.uk advising your order number and reason for cancellation return.GEM LONDON have 21 days to refund any payment following cancellation.  Our online returns policy allows 14 days to return your item. For hygiene reasons Earrings and Body Jewellery cannot be returned/exchanged.

VAT

Because we trade in the UK, all prices on this site will be charged VAT (Value Added Tax) at 20% if applicable

Card Payments, Security and Privacy

We accept most major credit cards and PayPal payments.  GEM LONDON reserves the right to cancel any order where the name on the billing address does not match that of the cardholder without further recourse to you. This is to protect both consumers and GEM LONDON. We can assure you that all your information is kept safe and secure, from your on-line shopping basket to the goods arriving at your front door. A secure SSL encryption protects all your details during the shopping process and we do not pass on or use them with any third parties, companies and marketing organisations. All the details required are needed for no other reason than to fully process your order. For remote addresses your telephone number may be forwarded on to our couriers, to ensure receipt of your goods.

Dispatching Your Order

At GEM LONDON we endeavor to keep stock levels as accurate as possible. Unfortunately, due to the large volume of orders being processed daily there can be very rare occasions where our stock levels do not immediately reflect on the website. In the event of an order being placed for an item of which we no longer have stock we will attempt to locate the item and have it dispatched as soon as possible. However in the instance that the item has become unobtainable we will refund the amount paid. We will contact you by email as soon as possible to advise you of this. If you are ordering multiple items at once we will have stocked items dispatched separately and then dispatch any missing items as soon as we receive more stock.

Disclaimer for site usage and copyright

GEM LONDON disclaims damages of any kind, compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties implied or otherwise relating to use of this site. All pictures, material, code, intellectual property and descriptions are the property of GEM LONDON. It may not be copied or used without the express permission of these parties.

Lost In Post

If you haven't received your purchase within 21 days of dispatch (15 working days, Royal Mail include Saturday as a working day) or 10 working days for Special Delivery, GEM LONDON will class this as "lost in the post". Please get in touch with us and we will liaise with our couriers to get it all sorted out for you. We cannot refund or replace any item until this timescale has been reached. GEM LONDON will retain title to any goods until delivered to a residential address/work address, and ownership transfers to you on receipt/delivery to address specified. GEM LONDON cannot take any responsibility for items delivered to the specified address and signed for but subsequently mislaid or stolen. GEM LONDON will not accept liability for incorrect address detail input during checkout. Any orders dispatched to an address incorrectly input by our customers will only be resent or refunded if the order is returned unopened by Royal Mail, no refunds will be issued due to errors caused by customers. By Opening an account with GEM LONDON you automatically agree to receive email marketing. You can unsubscribe from this at any time by clicking the unsubscribe link on any of our marketing emails.

Updating Account Information

If you wish to update any of your details on your online account, simply log in to the 'My Account' section of the website. If you are having any difficulties please contact sales@gemlondon.co.uk.