Refunds & Exchanges
We want you to feel completely confident in your purchase. If you're not entirely happy with your order, our returns and exchange policies are here to help. They are in addition to your statutory rights, which are not affected.
Returns
We offer 30-day returns on eligible in-stock jewellery. Please contact us within 30 days of receiving your order to arrange a return.
- Items must be returned in the same condition you received them: unworn, undamaged and in their original packaging, with all paperwork.
- Returns must be fully insured for the full value of the item.
- We can arrange a pre-paid, insured return label on request; the cost is deducted from your refund if used.
Once we've received and checked your return, we'll refund your original payment method within 14 days. Please allow a further 3–5 working days for the money to reach your account.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you can cancel an online order for in-stock items within 14 days of receiving it, without giving a reason. Our 30-day returns policy gives you longer than this.
Exchanges
We offer 60-day exchanges on eligible in-stock items. If you'd prefer a different size, metal or gemstone, we'll gladly arrange an exchange for a piece of equal or greater value. Just contact us with your order number.
Bespoke, Made-to-Order, Engraved and Sized Pieces
Because bespoke, made-to-order, engraved and custom-sized pieces are made especially for you, they can't be returned or exchanged unless faulty.
We understand circumstances vary, so in some cases we may be able to offer an exchange or adjustment. Please contact us to talk it through.
Faulty Items
If your jewellery is faulty or not as described, please contact us straight away. Your rights under the Consumer Rights Act 2015 apply to all purchases, including bespoke and made-to-order pieces.
How to Start a Return or Exchange
Email info@therealgem.com with your order number and the reason for your return. We'll confirm the details and send you the return address and instructions, plus a pre-paid insured label if you'd like one.
- Pack your item securely in its original box, with all paperwork.
- For UK returns we recommend Royal Mail Special Delivery, insured for the full value.
- If your order was delivered outside the UK, contact us before sending and we'll advise on a fully insured courier.
Important: for security, never write “diamonds”, “gems”, “jewellery” or anything similar on the outside of your parcel.
Any questions? Contact us, we're always happy to help.