FAQs

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 jewelry 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?

Returns

How do I return an order?

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

Repairs and Resizing

Do you repair jewelry?

How can I send my jewelry back for repair?

How long do repairs take?

Can you resize rings?

jewelry 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 jewelry hallmarked?

Do you offer a guarantee or warranty with Gemondo jewelry 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?

Yes. You may add or remove items from your order as long as they have not already been dispatched.

For amendments, please contact our Customer Service Team who will assist you with your order.

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 jewelry included?

We are currently trying to include certificates of authenticity for all jewelry 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 are able to make special orders depending on what kind of jewelry you wish to purchase. For instance, we can usually make a certain model with a different gemstone, or if you wish a different ring size.

Special orders will require a quotation first which can take up to 2 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 8 weeks to be made.

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

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


Delivery


What delivery courier do you use?

We offer two services for US delivery: Standard via Royal Mail and Expedited via DHL. 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 aim to ship all around the world.

What happens if I don’t receive my order?

If you have yet to receive your standard delivery order after 21 working days, 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 international missing packages after 21 days 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.


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 condition any products you intend to return to Gemondo. This specifically includes not removing the security seal(s). Rings, necklaces, pendants, brooches and bracelets are security tagged for your protection and hygiene. By removing the security seal you are accepting the item, which then becomes non-refundable.

You will have up to 30 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 jewelry?

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

How can I send my jewelry back for repair?

In the event that you receive a faulty item or an item in need of repair please contact us detailing the issue and we will be able to advise you further.

How long do repairs take?

Repairs can take up to 2 weeks.

Can you resize rings?

Yes. We offer a resizing service on most of our rings depending on the design.

Resizing can take up to 2 weeks and payment of resizing will be taken before being processed.

For more information, please visit our resizing page


Jewelry 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 who can advise on resizing or special order options. We will be able to get a quotation from our supplier and place a special order for you (payment is required).

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.

Do you provide chains with pendants?

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

Is your jewelry hallmarked?

All Gemondo jewelry 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 jewelry items?

We are confident in the quality of our jewelry items, that's why we offer a lifetime quality promise to repair or replace your jewelry. 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 jewelry 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 treatment, 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 GMT Monday - Friday excluding UK 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.