Returns & Refunds Policy

Returns and Refunds Policy
Each Gemz By Emz jewellery item is handmade to your specific sizing requirements, We therefore do not accept returns or refunds on any of our jewellery unless your item(s) has arrived faulty or damaged as each item is bespoke. In accordance with Consumer Protection Regulations for online trading and distance selling, we are not obliged to accept returns or refunds on any customised/bespoke items. 

In the unlikely event that your item(s) arrives faulty or damaged please notify us within 7 working days so that we can arrange a replacement or a full refund (minus all postage costs). Please note: All damaged or faulty items must be returned to us in their original packaging within 14 working days, we will then assess the damage before we agree to arrange a refund or a replacement item. Your replacement item(s) will be completed and posted within 7-10 working days. (Please note this may be longer around the busy Christmas period.)

Refunds and exchanges are not accepted on ill-fitting items. Customers are given the option to select their necklace length at checkout. All bracelets are made to the standard bracelet size of 17cm, unless otherwise selected by the Customer. All Customers are given the option to select their chosen wrist size before they checkout so for this reason refunds and exchanges are not accepted. Should you require any help or guidance on selecting a necklace length or bracelet size then please contact us before placing your order.

Cushions and Canvases

This website operates in accordance with Consumer Protection Regulations for online trading and distance selling.
You have the right to cancel your order within 14 days from the time that you receive your item(s). This does not apply to personalised/bespoke items (which have been customised to your requirements). You must notify us of the cancellation in writing (or by email) within this period. Items MUST be returned in their original condition, unused and as new.

A cancellation made within the allotted 14 days will be subject to a full refund. In the event that the item has already been dispatched, the cost of shipping will be deducted from the refunded payment.

All postage and packaging payments are non-refundable and any free-gifts included as part of a special offer must be returned alongside the unwanted item, otherwise the cost of those goods will be deducted from the refunded amount.
Except in the case of defective, incomplete or incorrect products, any returns made will be done so entirely at your own expense. Any consumer that fails to return goods or sends them at a direct cost to us will be charged the cost of this.
The product needs to be returned as new with original packaging and labeling.

You must take reasonable care to ensure that we receive the goods and that they are not damaged in transit. If we receive damaged goods or broken goods we are not obliged to accept these as an acceptable return, as you have breached your statutory duty.
All packages should be prepaid and insured/tracked for your own protection.

Once an order has been cancelled and the goods have arrived back to us safely and with no damage we will refund the consumer's money within 30 days.

Gift Wrapping
We do not refund the cost of gift wrapping under any circumstances, unless your item has not been wrapped at the time you contact us after placing your order.