Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you can request a return within 30 days after receiving your item.

To be eligible, your item must be in the same condition as received — unused, unworn, with tags and original packaging — and you’ll need the receipt or proof of purchase.

To start a return, contact us at gemsis.jewels@gmail.com

Please note that returns must be sent to:
Jacob Jordaensstraat 11, 2018 Antwerp, Belgium

If your return is accepted, we’ll send you a return label and instructions.
Items sent back without requesting a return first will not be accepted.

You can always reach us at gemsis.jewels@gmail.com
 for any return questions.

Damages and Issues

Please inspect your order upon delivery and contact us right away if your item is defective, damaged, or incorrect — we’ll make it right as soon as possible.

Exceptions / Non-returnable Items

Some items cannot be returned, such as personalized jewelry — including lockets that have been customized with your own photo.
Once a photo is printed and placed inside a locket, it becomes a custom piece and cannot be returned or refunded, unless the item itself arrives damaged or faulty.

We also do not accept returns for sale items or gift cards.

Exchanges

The quickest way to get what you want is to return your eligible item, and once the return is accepted, place a new order for the replacement.

European Union 14-Day Cooling-off Period

If your order is shipped within the EU, you have the right to cancel or return your purchase within 14 days, for any reason and without justification.
This right does not apply to personalized or custom-made items, such as lockets with your own photo.

Your item must be returned unused, with tags and in original packaging, along with proof of purchase.

Refunds

Once we’ve received and inspected your return, we’ll notify you of the result.
If approved, your refund will be processed automatically to your original payment method within 10 business days.

Please note that it may take additional time for your bank or card provider to post the refund.
If more than 15 business days have passed since approval, contact us at gemsis.jewels@gmail.com

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.