FAQs

There may be some delay with your delivery if using our standard service. Thank you for your patience and understanding.

Orders

Am I able to modify my order?

How do I view the status of my order?

Delivery

What delivery couriers do you use?

How can I track my order once it has been dispatched?

Do you ship internationally?

What happens if I don’t receive my order?

I have received my order but it didn't come with an invoice. How do I get this?

Payment

Can I purchase items via the telephone?

I have signed up to the Gemondo newsletter. How do you use my information?

Do you offer finance options/payment plans?

Can I pay a deposit?

Returns

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.

How do I return an order?

How long does it take for me to get a refund?

Do you offer returns?

Is your Free UK returns service insured? Who takes responsibility if an item is lost.

How can I send my jewellery back for repair?

Contact

How do I contact Gemondo?

Does Gemondo have a shop?

Frequently Asked Questions

Is a certificate of authenticity for my jewellery included?

Do you repair jewellery?

How long do repairs take?

Can you resize rings?

I really like a ring but can't find the size, do you have it in stock?

I am not sure of my ring size, how do I know what size to order?

Do you provide chains with pendants?

Is your jewellery hallmarked?

Do you offer a guarantee or warranty with Gemondo jewellery items?

Is the carat weight and metal weight the same for all sizes of a design?

Are Gemondo gemstones real or lab created?

I have found an item I like - Is it available in a different metal?

How do I find out the size of an item?

Can you customise products?

Can I pick the ring size with Mystery boxes?

Would it be possible to have a matching item to the last product I received in a Mystery Box?

Are certificates of authenticity included in Mystery Boxes?

Is Gemondo jewellery tarnish-free?

What kind of gold plating do you use on Gemondo jewellery?

What is covered by the lifetime warranty?


Am I able to modify my order?

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.

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 use two services for Australian orders. Our standard service is Royal Mail International Tracked and our expedited courier is DHL. 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 Landmark Global website. 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 21 working days please contact our Customer Service Team. We will investigate your order and contact Landmark for lost parcels. Please be aware that for Australian orders Landmark only undertakes a search for missing packages after 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 GMT Monday - Friday excluding UK 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?

Yes, all our pendants come with a matching gold or silver chain unless specified.

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?

We use your information to fulfil orders that you place with us and only with your permission do we send marketing materials. You can opt out of receiving Gemondo marketing communications in your account. Please see our privacy policy for information on how we protect and use your personal data.

Do you offer finance options/payment plans?

Unfortunately we do not offer finance options or payment plans at this time.

Can I pay a deposit?

Unfortunately, we do not offer this option.

How do I return an order?

If you would like to return an item that you are unsatisfied with, please visit our returns policy 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 returns?

Yes! Please visit our 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 return service insured?

Yes, all return services are sent Ezi-returns which is an insured service.

How can I send my jewellery back for repair?

You can use our 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.

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.

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.