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{{return_days}} days to change your mind

Returns & refunds

If something is not right, you have 30 days from delivery to return it. Faulty items are always put right.

You have 30 days from the day you receive your order to return it for a refund. This is in addition to your legal rights, which it does not affect.

01How to return

  1. E-mail support@gemsearc.shop within 30 days of delivery with your order number and the items you are returning. You can also use the online withdrawal form.
  2. We reply within one business day with the return address and a returns reference. The address may be in the UK or at a supplier’s returns centre abroad; we always tell you before you send anything.
  3. Pack the items securely in their original packaging if you still have it, include the reference, and send them with a tracked service. Keep your proof of postage.
  4. We confirm by e-mail when your return arrives and when your refund is made.

02Condition

  • Items should be unused, with any tags and packaging, so they can be sold again. If an item has been handled more than needed to check it, we may reduce the refund to reflect the loss in value.
  • For hygiene reasons, pierced earrings can only be returned if they are unworn and still in their sealed bag. This does not apply to faulty or incorrect items, to clip-on earrings or to ear cuffs.

03Costs

  • If you are returning because you changed your mind, you pay for the return postage.
  • If an item is faulty, damaged in transit, or not what you ordered, we pay for the return, or ask you to keep it and refund or replace it.

04Refunds

  • We refund within 14 days of receiving the items back, or of receiving proof that you sent them, whichever is earlier.
  • Refunds go to the original payment method, in the currency you paid in.
  • If you return the whole order within the 14-day cancellation period, we also refund the standard shipping you paid.
  • Your bank or card issuer may take a few days to show the refund.

05Faulty items and your legal rights

If an item is faulty or not as described, tell us as soon as you can. Within 30 days of delivery you are entitled to a full refund. After that, we will repair or replace the item, or give a refund if that is not possible. In the UK these rights come from the Consumer Rights Act 2015; in the EU, the legal guarantee lasts at least two years. Nothing in this policy limits them.

06Complaints

If you are unhappy with how we handled a return, write to support@gemsearc.shop. We acknowledge complaints within 2 business days and reply in full within 14 days.