FAQs

There may be some delay with your delivery if using the Royal Mail standard service. Thank you for your patience and understanding.

Placing an Order

Am I able to modify my order?

How do I view the status of my order?

What does my order status mean?

Is a certificate of authenticity for my jewellery included?

I have a specific request for an item, can you make it?

Delivery

What delivery couriers do you use?

How can I track my order once it has been dispatched?

Do you ship internationally?

What happens if I don’t receive my order?

Who pays duties and taxes on my order?

Returns

Please be assured returns are being processed as quickly as possible. This process may be slightly delayed in light of distancing measures to ensure the safety of our employees and the public. Thank you for your understanding during this time.

How do I return an order?

How long does it take for me to get a refund?

Repairs and Resizing

Do you repair jewellery?

How can I send my jewellery back for repair?

How long do repairs take?

Can you resize rings?

Jewellery Questions

I really like a ring but can't find the size, do you have it in stock?

I am not sure of my ring size, how do I know what size to order?

Do you provide chains with pendants?

Is your jewellery hallmarked?

Do you offer a guarantee or warranty with Gemondo jewellery items?

Is the carat weight and metal weight the same for all sizes?

Are Gemondo gemstones real or lab created?

Other FAQ’s

How do I contact Gemondo?

Can I purchase items via the telephone?

I have signed up to the Gemondo newsletter. How do you use my information?


Placing an Order


Am I able to modify my order?

Unfortunately once orders have been placed we are unable to change details or amend items within the order.

If you wish to cancel an order we will always try our best if notified as soon as possible or the order has not already been processed.

How do I view the status of my order?

At the top navigation bar, make sure you are logged into your account. Click on ‘My Account’ and select ‘Orders’. You will be able to view your order history including shipping, product and tracking details under Shipments.

What does my order status mean?

Pending/Processing – We are checking payment details. If payments are successful, your order will begin to be prepared for dispatch.

Complete – Your order has been dispatched and is now on its way to you.

Cancelled – Your order has been cancelled, either by your request or if we were unable to obtain an alternate payment method from you.

Is a certificate of authenticity for my jewellery included?

We are currently trying to include certificates of authenticity for all jewellery purchased from Gemondo. If you have not been given one, please contact our Customer Service Team. In the situation that we do not have any in stock, we will contact our supplier for a new certificate of authenticity which can take up to 6 weeks.

I have a specific request for an item, can you make one?

We may be able to make special orders depending on what kind of jewellery you wish to purchase. For instance, we can usually make a certain model with a different gemstone.

Special orders will require a quotation first which can take up to two weeks to generate. Once the design and price are approved by you, we will then place the special order which can then take up to 6 weeks for delivery.

Full payment of special orders will be taken first and these are non-refundable and cannot be exchanged.

If you wish to enquire about a special order, please contact the Customer Service Team.


Delivery


What delivery courier do you use?

Find out more on our Delivery Page

How can I track my order once it has been dispatched?

We send service emails to inform you that your order has been dispatched. All orders should have a tracking number. If you cannot see your tracking number, please contact our Customer Service Team for help.

Standard Delivery: You will be able to track your order via the Royal Mail website. Royal Mail tracking terms and conditions apply.  

Expedited Delivery: You will be able to track your order via the DHL website.

Do you ship internationally?

Yes. We are able to send parcels to the United Kingdom, Ireland, Germany, France, Italy, Spain and the Netherlands within the EU. We can also ship outside of the EU so please choose the right delivery service for your order's destination.

What happens if I don’t receive my order?

If you have yet to receive your order after 15 working days in the UK, or 21 working days outside the UK, please contact our Customer Service Team. We will investigate your order and contact Royal Mail for lost parcels. Please be aware that Royal Mail only undertakes a search for missing packages after 15 or 21 days respectively have elapsed.

For expedited deliveries, please allow up to 5 working days before contacting us so we can open a claim with DHL or alternatively, please contact DHL directly with your tracking ID for more information.

Who pays duties and taxes on my order?

We cover duties and taxes for deliveries to Ireland, France and Germany. Delivery to all other EU countries may incur additional duties and taxes.


Returns


I want to return an unwanted item, how do I do this?

If you would like to return an item that you are unsatisfied with, please visit our returns information page

While in your possession you must keep in good as new condition any products you intend to return to Gemondo. 

You will have up to 60 days from the date of purchase to return any unwanted items.

How long does it take for me to get a refund?

We aim to process returns the day we receive them and generally refunds can take up to 7-10 days for payment to be cleared back to the original payment method.

Please fill out the returns form provided with your order and include your original order number to ensure your refund can be processed as quickly as possible. 


Repairs and Resizing


Do you repair jewellery?

Yes. We only repair or replace jewellery that has been purchased from us or is covered under our lifetime warranty. In the event that your jewellery is faulty, under warranty we will offer a replacement of the same jewellery if we have them in stock. Please see details of our guarantee or contact our Customer Service Team for help.

How can I send my jewellery back for repair?

Please contact us at enquiries@gemondo.com to send back jewellery that is covered under our lifetime warranty and needs repairing. Please include your order number, name, contact details and item description with the return.

How long do repairs take?

Repairs can take up to 10 weeks.

Can you resize rings?

Unfortunately we are unable to offer resizing for rings. We are able to exchange ring sizes that we have in stock. Please contact us to find out more.


Jewellery Questions


I really like a ring but can't find the size, do you have it in stock?

All the ring sizes we have available are on our website. If you require a ring in a different size, please contact our Customer Service Team.

I’m not sure of the ring size, how do I know what size to order?

Try our free online ring sizer, simply print it out and set an existing ring on the paper to match your desired size. If you don’t mind a short wait, let us know and we’ll send you a ring sizer free of charge.

Do you provide chains with pendants?

Yes, all our pendants come with a matching gold or silver chain unless specified.

Is your jewellery hallmarked?

All Gemondo jewellery pieces above UK and EU regulated weight standards are hallmarked to assure purity and quality. For more information on hallmarks and precious metal content, visit our Precious Metals & Hallmarking Information Guide

Do you offer a guarantee or warranty with Gemondo jewellery items?

We are confident in the quality of our jewellery items, that's why we offer a lifetime quality promise to repair or replace your jewellery. You can find details of this on our quality promise page.

Are the carat weights and metal weights the same for all ring sizes?

The carat weights and metal weights shown in the description of our products are an average for each design.

Are your gemstones real or lab created?

All Gemondo jewellery uses genuine gemstones. We do not use synthetic or lab-created stones. Gemstones in Gemondo items may have undergone treatment to enhance the durability or improve the appearance. If you wish to know more about a typical treament, please contact our Customer Service Team.


Other FAQ’s


How can I contact Gemondo?

Please visit our Contact Us page

Can I purchase items via telephone?

Yes. You can call the Gemondo team on 0208 941 5707. Our office hours are 9am - 5pm Monday - Friday excluding Bank Holidays. 

I’ve signed up to the Gemondo newsletter. How do you use my information?

We use your information to fulfill orders that you place with us and only with your permission do we send marketing materials. You can opt out of receiving Gemondo marketing communications in your account. Please see our privacy policy for information on how we protect and use your personal data.