Refund policy

Personalised items 

Please note that personalised items are non-refundable, as they are custom-made to your specifications. We kindly ask that you review your order carefully before finalising your purchase.

Non-personalised items 

Non-personalised items may be returned within 14 days of receiving your order, provided they are in their original, unused condition. Customers are responsible for return shipping costs, and we cannot be held liable for any lost or undelivered return parcels.

Faulty items

If you received a faulty or incorrect item, please accept our apologies for any inconvenience it may cause. Please inform us within 3 days from receipt of the item and we will rectify the issue as quickly as possible. Please email info@gemsandhens.com providing images of the item.

Items lost in transit

If your order is lost in transit, please notify us within 10 days of the expected delivery date to initiate a claim. Claims made after this period may not be eligible for investigation. Please note that replacements or refunds will only be issued once the claim has been accepted and confirmed by the delivery provider.