There may be some delay with your delivery if using the Royal Mail standard service. Thank you for your patience and understanding.
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.
Frequently Asked Questions
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.
What delivery couriers do you use?
We offer four services in the UK: Economy, Standard, Expedited and Saturday Delivery all via Royal Mail. We also use other couriers for different services. 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.
I have received my order but it didn't come with an invoice. How do I get this?
A confirmation will be sent via email to your inbox.
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.
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 quality promise or contact our Customer Service Team for help.
How long do repairs take?
Repairs can take up to 10 weeks.
Can you resize rings?
Unfortunately we are unable to resize rings but can offer exchanges for alternative ring sizes we have in stock. Please contact us to find out more.
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?
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?
Gemondo does 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 see our treatments page.
I’ve signed up to the Gemondo newsletter. How do you use my information?
Do you offer finance options/payment plans?
Yes! We offer Klarna (monthly instalments) and Laybuy (weekly instalments). Please contact Klarna or Laybuy with any questions regarding payments.
Can I pay a deposit?
Unfortunately, we do not offer this option. We do however offer Klarna or Laybuy to customers as an option.
How do I return an order?
If you would like to return an item that you are unsatisfied with, please visit our free returns information page
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 note due to social distancing, returns may take up to 21 days to be processed.
Do you offer free returns?
Yes! Please visit our free returns information page
While in your possession you must keep in good condition any products you intend to return to Gemondo. Returns will only be accepted on as new and unworn items. Unfortunately we are not able to process exchanges on earrings but we can accept returns if earrings are unworn and unused.
You will have up to 30 days from the date of delivery to return any unwanted items.
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.
Is your free UK return service insured?
Yes, all UK return services are sent via Royal Mail Tracked which is an insured service.
How can I send my jewellery back for repair?
You can use our free Royal Mail returns service 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 can I contact Gemondo?
Please visit our Contact Us page
Does Gemondo have a shop?
For the time being Gemondo is available exclusively online.
How do I find out the size of an item?
If you would like to know the size of an item please check the product page or contact our customer service team.
Can you customise products?
Unfortunately, we cannot customise products at this time.
Can I pick the ring size with Mystery boxes?
Mystery Boxes contain mystery jewellery items. Unfortunately we are unable to offer specific ring sizes in Mystery Boxes. It's a mystery to us also!
Are certificates of authenticity included in mystery boxes?
Mystery Box items do not come with a certificate of authenticity.
Do you offer re-plating? Will the plating fade over time?
Plating should last 2-3 years depending on care of the product. We do not advise exposure to chemicals, perfumes etc.
Unfortunately we are unable to offer re-plating services as per our lifetime warranty.
Is your jewellery tarnish free?
If you follow the care instructions, you should be able to enjoy your jewellery for a very long time. Please refer to our jewellery care page to ensure your jewellery stays looking great.
What is the gold plating of your jewellery?
We use different kinds of plating on our jewellery items. Please see the individual product description to find out more.
Do you offer an NHS discount?
Yes, we do. Please get in touch to find about a Gemondo discount code for NHS staff.
What is covered by the lifetime warranty?
Please visit our quality promise page to find out more about our lifetime warranty.
Would it be possible to have a matching item to the last product I received in a Mystery Box?
Unfortunately, we are unable to offer specific products in Mystery Boxes as they contain mystery jewellery items.
I have found an item I like - Is it available in a different metal?
Available items can be found on the Gemondo website. Unfortunately we are unable to create an existing design in a different metal or gemstone at this time.
How do I pay Later with Klarna?
See the Klarna FAQs below to find out more about how to use this service.
Klarna FAQs: Pay later (invoice in 30 days)
Who is Klarna? Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay later work? Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk
Am I eligible for Pay later? To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later? Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
Will a credit search take place against me? Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Pranda UK t/a Gemondo run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later? Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What are my payment options with Klarna? You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card. What happens if I cancel or return my order? As soon as Pranda UK t/a Gemondo have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.
What happens if I don’t pay for my order? Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.
I have been asked to go to Klarna's site. Is this correct? If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.
What do I need to provide when I make a purchase? If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information.
Is my payment information safe? Payment information is processed securely by Klarna. No card details are transferred to or held by Pranda UK t/a Gemondo. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date? You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.
Have you received my payment? If you pay by card, Pranda UK t/a Gemondo will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.
What happens to my statement, when I've returned the goods? Once Pranda UK t/a Gemondo has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.
I've received a statement, but I've not yet received my goods. You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Pranda UK t/a Gemondo to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
I have cancelled my order. How long will it take until I receive my refund? As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
I have asked for a refund. How will I be refunded? If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
I haven’t received an email with my statement/payment information. If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
I still have questions regarding payment, how can I get in touch? Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.