Terms and Conditions

Pricing Policy

We reserve the right to modify price and contents of items displayed on this website at any time.

Dispatch Confirmation

When an order has been dispatched, you will receive a confirmation by e-mail.

Postage and Postage Delays

When your order is marked as “shipped” you will receive an email confirming the dispatch. In most cases 2nd class signed post arrives within five working days, Tracked 24 within one working day, Special Delivery also within one working day, Every within five working days and Parcelforce within two working days, 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 delays caused by the pandemic and strike 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 15 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.

Stock Availability

We aim to keep all the goods on our website in stock but we can only carry limited stocks of certain items.
We aim to remove out of stock items from the website immediately but, in the event of an ordered item being out of stock, despite our best efforts, we will contact you as soon as possible to arrange a replacement or to advise how long it will take us to obtain another identical or similar item.

Errors and Omissions

Whilst we take every care to ensure the correctness of any measurements, descriptions and specifications of the goods on our site, we do not give any warranty as to their accuracy or completeness and will not be held responsible for any errors or omissions or for the results arising from any such errors or omissions.

Although the colour reproduction in the photographs of our products is as close as it possibly can be, we cannot accept responsibility for any variation in colour caused by the browser, software or computer system used by our customers.
All measurements and sizes quoted on the site are approximate.

We reserve the right to alter or amend prices if it is found that they are inaccurate at time of order. We will notify you as soon as possible of any change should this become necessary.


Goods will not be dispatched until we have received full payment for the items and postage.

Personalised Items

We will try our best to accommodate your requirements, but in some cases it may be necessary for us to change the layout due to size or technical constraints. Should this arise we will notify you as soon as possible before proceeding.

Personalised items can only be returned if they are faulty, or if we have made an error from the proof that you approve. Please check your wording, spelling, and image details carefully on the proof we send to you for approval, as any errors or changes to the approved proof will incur additional costs to rectify.

We cannot be held responsible for the quality of photo you choose to upload. We advise you to use a high quality and high resolution photo but if you are unsure then please email us before ordering: [email protected]


We reserve the right to cancel any order if we deem it necessary. In this case we will refund any monies paid to us. Please note that it is essential for you to provide us with a full delivery address, including postcode. 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.

You must also provide us with your required image for personalisation either by uploading it to the product page upon order, or emailing it across to [email protected] after ordering. Any delays caused by customers not providing a photo are the customer's responsibility.

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 you behalf, but replacement will be at our discretion.
Deliveries can also be affected by various factors including industrial action, adverse weather etc. We will always obtain a Certificate of Posting to facilitate claiming for any lost items.

This website operates in accordance with Consumer Protection Regulations for online trading and distance selling. You have the right to cancel your order within 7 days from the time that you receive your item(s). This does not apply to personalised items (which have been customised to your requirements) or to earrings (due to health reasons). You must notify us of the cancellation in writing (or by email) within this period.

A cancellation made within the allotted 7 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.

Customer Satisfaction and Returns

In the unlikely event that your item(s) arrives incorrect, faulty or damaged please notify us within 7 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 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 out within 5 working days after we receive the return. (Please note this may be longer around the busy Christmas period.)

All items must be returned to us using a tracked and signed for service with a proof of postage, as we will not refund items that we have not received back and that have no tracking and proof of postage.

We do not accept returns or refunds on any personalised items unless they are faulty or damaged. Damage to chains is not covered under our returns and refunds policy after the first 28 days of receiving your items as this is then classed as wear and tear.

We advise against sleeping in jewellery or wearing jewellery whilst cleaning, swimming, being in the sea or around water. Any damage or fault caused by this is the customers sole responsibility.

Cookies Use

Gemz By Emz will not use cookies to collect personally identifiable data about you.

The shopping cart needs to use a single cookie in order to store the contents of your basket, and this is normally deleted when you close your browser.

Payment and Security

Any online card transactions made via the website are handled through third party payment gateways Nochex or PayPal, and are private and secure. On completion of checkout you will be taken to the secure Nochex or PayPal payment page where you will enter your payment details. (We do not have access to this information).

They will then take your payment and instantly forward it to our account with them. With PayPal you can just “pay and go” with your Credit/Debit card or pay with an existing PayPal account. See www.paypal.com for further details.

All payments will be taken in British Pounds Sterling (GBP), and other currencies will be converted to this by the relevant payment gateway.


We take your privacy seriously and we comply fully with the Data Protection Act. This means that all the information that you submit to us will be held with the utmost care and security in accordance with the Act. We do not divulge any personal information (including your email address) to Third Parties. We will only contact you regarding the status of your order, or if you have subscribed to our newsletter.

All images and text on this site are the property of Gemz By Emz and may not be copied or reproduced without our written permission.

Innovators of engraved memorial jewellery