Regular Delivery Information and Production Time
Jewellery and Engraved Products
Our production time for all jewellery and engraved products is currently up to 5 working days, as each item is handmade. Please note, this schedule does not include the delivery time. All jewellery items are sent via Royal Mail 1st Class signed for and will usually arrive within 3 working days.
Our production time for cushions can take up to 7 working days for them to be created and posted.
Cushions are then sent via MyHermes and usually arrive within 5 working days.
Our production time for canvases is currently up to 5 working days for plain canvases and up to 10 working days for glitter canvases. Canvases are then sent out via MyHermes for smaller sizes or Parcelforce for larger sizes.
Please note that it is essential for you to provide us with a full and correct delivery address, including postcode. Any delays or lost items caused by customers providing incorrect or incomplete address details are their own responsibilty – any replacement items arising from this will be charged to the customer at the current full cost plus postage.
Christmas and Busy Periods
Please note that our production and delivery times will usually be much longer around busy periods such as Christmas Day, Mother’s Day, Fathers Day and Valentines Day, so please order in plenty of time to avoid disappointment. If you are in doubt, please check before ordering.
When your order is marked as “shipped” you will receive an email confirming the dispatch. In most cases 1st Class post arrives the next day however there can be delays in which are beyond our control once Royal Mail has your package.You can visit http://www.royalmail.com/service-updates to check if there are any postal delays in your area, you will have to select your region from the right hand side of the Royal Mail website. If your order has not arrived within 5 working days of the date it was dispatched, first please check that Royal Mail have not left an attempted delivery card if you were out. Once you have waited for the total of 15 working days and have still not received your order, please email us at firstname.lastname@example.org stating your full name and order ID and we will then look into this for you.
Myhermes and Royal Mail usually deliver within 5 working days and Parcelforce within 2 working days, however this is not a guarantee and we cannot be held responsible for postal delays that affect the delivery of your order.
Please note that the Royal Mail do not consider an item as lost until 15 working days have elapsed from the due date of delivery, so requests for replacement of lost/delayed items before this time will be chargeable at our current prices. Once this time period has elapsed, we will replace or refund the order and instigate a claim with Royal Mail.
All claims for lost/delayed items should be notified to us within 15 working days from the date of posting quoted on the dispatch email that we send to you. If items are notified to us as missing after this time, we will investigate on your behalf, but replacement will only be at our discretion. We will not take action with regards to refunds or replacements until the claim has been investigated by Royal Mail/Collect+/Parcelforce and the parcel located or confirmed as lost/stolen.
Deliveries can also be affected by various factors including the Covid-19 pandemic, industrial action, adverse weather and busy periods such as Christmas, these are beyond our control and we cannot be held responsible for this. We will always obtain a Certificate of Posting to facilitate claiming for any lost items.
Free UK Postage
All UK mainland orders qualify for FREE UK postage, any other postage is charged at the rate provided to you at checkout.
International postage is calculated at checkout and all international orders are sent via Royal Mail. Delivery times for international orders can vary due to customs and we cannot accept any responsibility for the delivery times or delivery delays. Please note that we cannot offer refunds or replacements for any order which is lost within the postal system when orders are sent by this method.
Since leaving the UK all/most countries within the EU, including Ireland, are now subject to customs charges when purchasing from companies based in the UK, the charges are based on a number of factors including weight, cost and contents and are not set by Gemz By Emz. We are not responsible for any charges applied to your parcels once it has left our premises and once we have more clarification on these charges we will update this page to notify you.