Frequently Asked Questions

How will my Jewellery be packaged?

All Gems & Jewels Jewellery comes presented
in a lovely gift box and are dispatched in a strong cardboard protective
postage box. A short gift message can be placed on the delivery note.(This needs to be done when placing the
order.)

When and how will my order be delivered?

Orders are dispatched Monday to Friday. We try to get items dispatched within 1-3 days. Your jewellery will be delivered by Royal Mail. If there is a delay in the dispatch of a special delivery item, an email will be sent. Incomplete addresses will lead to your order being delayed ( voiding the special delivery guarantee) or lost, so please make sure you supply the FULL postal address that is recognised by your country's postal service. Orders returned because of this will be charged the £5 Royal Mail handling fee. Please see our delivery section for full details.

Can I pay by card over the phone?

It is possible to make a phone payment for your jewellery, but we prefer online orders to avoid any delays with dispatching your order.

Which payment cards do you accept?

We accept payment with the following cards: Visa Debit, Visa Credit, MasterCard, Maestro, American Express and Solo Card.

How can l be sure my payment is secure?

Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. For more information, visit the Stripe Security Page

I’m making my purchase from abroad, will I have to pay any duty on my goods?

If you are placing an order outside of the UK, you may be asked to pay extra in addition to your shipping costs to cover any fees associated with importing goods to your country.

I’m purchasing the jewellery as a present, can my order be sent directly to the recipient?

Yes, we can send your gift directly to the recipient. Please make this clear in the delivery address box. You can write a short gift message when placing your order, which will be printed on the delivery note.

I saw an item on your trade stand at a show, butI can’t find it on your website, can l still purchase it?

We do occasionally have items which are not on our website. There are several reasons for this, i.e. old stock, new stock on trial, stock with supply issues, etc. Please get in contact, and we will do our best to help.

How do l look after my jewellery?

Please see our caring for my jewellery page. We also sell a polishing cloth to keep your jewellery clean.

I’ve seen something on the website l like, but my size is not available. Can you help?

Because we have our own on-site workshop, we can often change sizes and alter lengths, so it’s well worth inquiring.

Is the invoice included in the parcel?

We send all invoices via email, so this means no pricing is included in your parcel.

What countries do you ship to?

UK, USA, Europe, Canada.

Is all Gems & Jewels jewellery you sell sterling silver?

Yes, all the Jewellery is 925 sterling silver. All items weighing over 7.78 grams are British Hallmarked.