Return policy

REFUNDS, RETURNS AND EXCHANGES

Custom design: Due to each piece being custom and made-to-order, all custom design jewelry sales are final.

Fine Jewelry: We accept returns up to 15 days after delivery, if the item is in its original condition and packaging along with all original accompanied documentation. You’ll also need to provide us with the order number or invoice as proof of purchase. After inspection and confirming these conditions are met, we will refund the full order amount minus the shipping costs for the return.

To start a return, you can contact us at care@thegemconcierge.com. If your return request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at care@thegemconcierge.com.

Damages and issues

In the event that your order arrives damaged in any way, please email us as soon as possible at care@thegemconcierge.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. If you have any further questions, please don't hesitate to contact us at care@thegemconcierge.com.

Exceptions / non-returnable items

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at care@thegemconcierge.com.