Refund policy

Every Jewels by Gem piece is personalized and made to order just for you, so we can't accept returns or exchanges for change of mind, or for spelling and details entered at checkout. Please double-check names, dates and options before you place your order.

Damaged, defective or incorrect items

If your piece arrives damaged or doesn't match what you ordered (for example, the wrong design, or a name that doesn't match what you typed), email us at hberkini@gmail.com within 30 days of delivery. Include your order number and clear photos. If you received the wrong item or design, include a short video of the piece and the package it arrived in. We'll send you a free replacement, and you won't need to send anything back. If only part of your order is affected, such as the chain, box or message card, we'll replace that part.

Refunds

Because each piece is made for you, we resolve problems with a free replacement rather than a refund. If we're unable to replace your item (for example, if it has been discontinued), we'll refund you to your original payment method. Approved refunds can take 5–10 business days to appear, depending on your bank.

Lost packages

Please see our Shipping Policy for delayed or missing packages.

Care and wear

To keep your piece looking its best, wipe it with a soft cloth, take it off before swimming or showering, and avoid perfume and lotions. Damage from accidents, everyday wear and tear, or not following these care tips isn't covered.

Cancellations

Your order goes into production quickly, sometimes within hours of ordering. Contact us as soon as possible if you need to cancel or change it. We can only make changes before production starts. Once it's in production, an order can't be cancelled.