We use Royal Mail and all items are insured for your peace of mind.
There is no delivery charge for both Local and International orders.
We endeavour to complete your order within 14 days, however, please allow up to 28 days as we may have to source your Goods from overseas.
If your order is urgent, we will happily try to help if you phone or email us first. We will only dispatch your whole order once all products within that order have been received by us. You may request us to part dispatch your order whilst we are awaiting delivery of the missing product, however an additional delivery charge will apply for this.
You confirm that you have given us the correct billing address of your credit/debit card and, in respect of Goods the correct delivery address if different.
Damages and shortages must be reported within 24 hours of receiving the order. If you do not receive your order by the agreed date please contact us.
All Goods are delivered depending on size/weight by Royal Mail or other suitable carrier. Deliveries will be Monday to Friday.
To ensure that you have received your Goods, and depending on which delivery method you have specified, the carrier may request a signature for proof of delivery, therefore please select a delivery address most convenient to you, for example your work address. If you are not in when delivery is attempted, a card will be left for you to make alternative arrangements for the parcel to be delivered.
In the case of Royal Mail, this can be to the same address or any other address Monday to Saturday, or you can collect the parcel from your local Royal Mail Delivery Office. In the case of parcel delivery companies, you can ask them either to deliver to the same address on a different day (Monday to Friday only), or you can ask them to deliver to a close neighbour, or you can collect the parcel from their depot. If you ask them to deliver to a different address which is not in the same street, they may make a charge for re-routing the parcel. If you fail to collect the parcel and it is returned to us you will be liable for an additional delivery charge. We will endeavour to notify you either if there will be a delay or if the item is no longer available. If the item is no longer available, we reserve the right to offer you an alternative similar in price and quality, or offer a refund.
EXCHANGES AND REFUNDS:
We are fully compliant with the Consumer Protection (Distance Selling) Act, which provides for a 7 day ‘cooling off’ period after an order is placed, during which time goods may be cancelled or returned (as long as they are unused and in their original packaging). If you return Goods to us within 21 days from the purchase date in perfect condition and, with the original packaging and original invoice/receipt, then we will give you a full refund.
The refund will be in the form of the original method of payment. However, you will be responsible for the cost of returning the Goods to us.
It is your responsibility to ensure the Goods are packaged in suitable manner. Please return goods in their original packaging and suitable for resale.
Gemstone City London reserve the right to charge for goods not returned or returned in a condition unsuitable for resale.
Please note that where you are returning goods because of an error on our part or because they are defective, we will cover the delivery cost. Otherwise, the delivery cost will not be refunded.
Please also note that our returns policy does not affect your statutory rights as consumer.
ERRORS ON OUR PART:
Occasionally errors are made with the pricing of goods within our online store. We try to keep these to a minimum, but in the event of a product being incorrectly priced by us, we reserve the right to cancel this order at any point, even after the goods have been paid for.