There may be some delay with your delivery if using the Royal Mail standard service. Thank you for your patience and understanding.
Placing an Order
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.
Repairs and Resizing
Placing an Order
Am I able to modify my order?
Yes. You may add or remove items from your order as long as they have not already been dispatched.
For amendments, please contact our Customer Service Team who will assist you with your order.
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.
What does my order status mean?
Pending/Processing – We are checking payment details. If payments are successful, your order will begin to be prepared for dispatch.
Complete – Your order has been dispatched and is now on its way to you.
Cancelled – Your order has been cancelled, either by your request or if we were unable to obtain an alternate payment method from you.
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.
I have a specific request for an item, can you make one?
We are able to make special orders depending on what kind of jewellery you wish to purchase. For instance, we can usually make a certain model with a different gemstone, or if you wish a different ring size.
Special orders will require a quotation first which can take up to two weeks to generate. Once the design and price are approved by you, we will then place the special order which can then take up to 6 weeks for delivery.
Full payment of special orders will be taken first and these are non-refundable and cannot be exchanged.
If you wish to enquire about a special order, please contact the Customer Service Team.
What delivery courier 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.
Expedited Delivery: You will be able to track your order via the DHL website.
Do you ship internationally?
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 Royal Mail for lost parcels. Please be aware that for Australian orders Royal Mail 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 want to return an unwanted item, how do I do this?
If you would like to return an item that you are unsatisfied with, please visit our returns information page
While in your possession you must keep in good condition any products you intend to return to Gemondo. This specifically includes not removing the security seal(s). Rings, necklaces, pendants, brooches and bracelets are security tagged for your protection and hygiene. By removing the security seal you are accepting the item, which then becomes non-refundable.
You will have up to 30 days from the date of purchase to return any unwanted items.
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 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.
Repairs and Resizing
Do you repair jewellery?
Yes. We only repair or replace jewellery that has been purchased from us. 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 guarantee or contact our Customer Service Team for help.
How can I send my jewellery back for repair?
You can use our free Royal Mail returns service to send back any jewellery that needs repairing. Please include your order number, name, contact details and item description with the return.
How long do repairs take?
Repairs can take up to 2 weeks. After repair the items will be dispatched.
Can you resize rings?
Yes. We offer a resizing service on most of our rings depending on the design.
Resizing can take up to 2 weeks and payment of resizing will be taken before being processed.
For more information, please visit our resizing page
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 who can advise on resizing or special order options. We will be able to get a quotation from our supplier and place a special order for you (payment is required).
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.
You can also check our ring size chart for conversions and measurements.
Do you provide chains with pendants?
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?
Are your gemstones real or lab created?
All Gemondo jewellery includes only genuine gemstones. We do 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 treament, please contact our Customer Service Team.
You can reach us via our online contact form, by email or by telephone. Please visit our contact page to see more.
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.
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