Our production time for all jewellery and engraved products is currently up to 5 working days (this schedule does not include the delivery time). This timescale may be longer during busier periods and around bank holidays e.g Christmas and New Year. All engraved jewellery and gift items are sent via 2nd Class Signed postage completely free of charge. You can also choose to pay and upgrade your postage service to Tracked 24 or Special Delivery. Royal Mail aim to deliver their 2nd Class Signed service within 5 working days, Tracked 24 service within 1 working day (however this not a guarantee) and Special Delivery the next working day. (Please note: Items created or posted by us after 4pm will not be collected by Royal Mail until the following working day therefore please allow an extra working day for delivery.)
Our production time for cushions can take up to 7 working days for them to be created and posted. Cushions are then sent via Evri and usually arrive within 5 working days.
Our production time for canvases is currently up to 10 working days. Canvases are then sent out via Evri or Royal Mail for smaller sizes and Parcelforce for larger sizes.
Please note it is vital that you upload your choice of photo to the product page OR email it across to [email protected] after ordering. Any delays caused by missing images are the customer's own responsibility.
Please note that it is also essential for you to provide us with a full and correct delivery address, including post code. Any delays or lost items caused by customers providing incorrect or incomplete address details are their own responsibility – any replacement items arising from this will be charged to the customer at the current full cost plus postage.
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 2nd class signed arrives within five working days, Tracked 24 arrives within one working day and Special Delivery within one working day also. However this is not a guarantee and there can be delays which are beyond our control once Royal Mail has your package, including the recent strikes/industrial action. 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 2 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 10 working days and have still not received your order, please email us at [email protected] stating your full name and order ID and we will then look into this for you.
Parcelforce usually deliver 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 10 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 10 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/Evri/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.
All UK mainland orders qualify for FREE UK postage using the Royal Mail 2nd Class Signed for service for engraved items or Evri 5 working day service and Parcelforce 48 hour delivery for canvases, any other postage is charged at the rate provided to you at checkout.
International postage is calculated at checkout and all international engraved orders are sent via Royal Mail, canvases and cushions sent internationally will be quoted to you upon ordering. 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.