We accept all major debit and credit cards, Apple Pay, Google Pay and Shop Pay at checkout. For bespoke or high-value orders we also accept bank transfer. See Payment Options.

Your card is authorised when you place your order, but you're only charged once we've confirmed your order with you. For made-to-order pieces, that's only after you've agreed the delivery date.

All UK orders are sent free, fully insured by Royal Mail Special Delivery, signed for, and normally arrive the next working day after dispatch.

• In-stock pieces: dispatched within 24–48 hours
• Made-to-order pieces: usually dispatched within 2–4 weeks
• Bespoke pieces: timescales agreed with you when we quote

You'll receive a tracking email as soon as your order is on its way. See Delivery Information.

Online checkout is currently for UK addresses. International delivery is available on request: contact us with the piece and your delivery country and we'll arrange a quote for fully insured, specialist delivery. Import duties and taxes may apply in your country. See Delivery Information.

Each order arrives in our gift packaging, ready to give. Every piece is UK hallmarked.

Eligible in-stock items can be returned within 30 days in their original condition and packaging. Returns must be fully insured; we can arrange a pre-paid insured label on request (the cost is deducted from your refund). For security, don't write “diamonds”, “gems”, “jewellery” or similar on the parcel.

See our full Refunds & Exchanges policy.

Yes, we offer 60-day exchanges on eligible in-stock items. Contact us with your order number to arrange one.

These are made especially for you, so they can't be returned or exchanged unless faulty. In some cases we may be able to offer an adjustment or exchange, so please contact us to talk it through.

Yes. Choose your metal, gemstone and setting, or commission a bespoke design. Visit our Bespoke page or contact us to get started.

Yes. It's free and there's no obligation. Fill in our bespoke form and we'll arrange a phone or video call at a time that suits you, then send you a sketch and a clear quote.

Use our Ring Size Guide. If you're unsure, just tell us when you order and we'll confirm the fit with you before dispatch. Most designs can be made in any size, and we offer resizing on eligible pieces.

Both. Every product clearly states whether its diamonds are natural or laboratory-grown. Lab-grown diamonds are real diamonds with the same physical and chemical properties as natural diamonds, created in a controlled environment.

Every diamond piece over £500 can come with a free independent WGI grading report. Just ask when you order. For other pieces, a report is available for £25. It doesn't delay delivery. See our Diamond Certification Guide.

Yes. We use conflict-free diamonds and ethically sourced gemstones, from trusted suppliers we've worked with for years.

The 4Cs are how diamonds are graded: cut (how well it reflects light, and the biggest factor in sparkle), colour (how colourless it is), clarity (how few inclusions it has) and carat (its weight). See our Diamond Guide for more.

Our jewellery is made in 18k white, yellow and rose gold, and platinum 950. Every piece is independently hallmarked in line with UK law.

We can also make most pieces in 9k, 14k or 22k gold. Contact us to discuss your preferred metal, or start a bespoke design.

Clean gently with a soft brush and mild soapy water, and avoid harsh chemicals and perfume. Store pieces separately. See our Jewellery Care guide for more.

Yes. We offer cleaning, claw checks and resizing for pieces bought from us. Contact us for timings and prices.

Use the live chat button on any page, email info@therealgem.com, or use our Contact page. We reply within one working day.