DELIVERY & RETURNS
Each Gemma Roe talisman is made to order in Hatton Garden, London. We do not keep stock of any items. This ensures we keep our carbon footprint low and no material goes to waste. We have an approximate 15 workings days lead time from the date your purchase was made. Delivery can be 3 - 5 weeks depending on our manufacturer’s lead time.
We believe every Gemma Roe purchase should feel like opening a gift to a world of your dreams.
Each dream comes wrapped in signature packaging, with a handwritten note, postcard, certificate of authenticity, box and pouch that will protect it on all your steps. Our packaging is sustainable, made with recycled materials and fully recyclable.
Your Gemma Roe order will be packed by hand, with love, and dispatched within 1-2 working days after the approximate 28 days lead time. Delivery can be 6-8 weeks depending on our manufacturer’s lead time.
Please note, where we offer complimentary shipping, this does not include any applicable duties and import taxes in your destination country. See further information below. We ship with our partners at Fedex, DHL, DPD and Evri to ensure your order will arrive quickly, safely and smoothly. If you experience any issues, please do contact our Clients Team (firstname.lastname@example.org).
You can track the progress of your order with the tracking notification you will recieve upon dispatch. We do our best to ensure our timing estimates are met, however, we cannot be held responsible for any delays caused by events out of our control, bad weather conditions or third parties.
We offer free delivery and returns to our clients in the UK. We cover returns only for items that are defective, damaged during transit and require repairing or in the unlikely event that you receive the wrong item.
UK Next Day Delivery // Free (after approx. 28 days lead time) Delivery can be 6-8 weeks depending on our manufacturer’s lead time.
London Same-Day Delivery (via push bike where possible) // £20
Shipping to the US // £15 (around $20 at current exchange rates).
We are pleased to cover all taxes and duties on orders to the United States. Should you ever receive a demand for payment of such taxes or duties from either our shipper or from any customs authorities, please contact us immediately, since you are not required to pay these.
Shipping to the EU // £15 (around €18 at current exchange rates)
We are pleased to cover all taxes and duties on orders to the EU. Should you ever receive a demand for payment of such taxes or duties from either our shipper or from any customs authorities, please contact us immediately, since you are not required to pay these.
REST OF WORLD:
Shipping // £15
Please note this does not include any applicable duties and import taxes in your destination country. See further information below.
CUSTOMS DUTIES & IMPORT TAXES:
Shipments to destinations outside of the UK may be subject to import duties and taxes, depending on your location. We are pleased to cover all taxes and duties on orders to the EU, and United States. We are unable to cover taxes and duties for orders to other destination countries, and these will be your responsibility. Please contact our Clients Team (email@example.com) for more country-specific customs charge information.
MADE TO ORDER:
For all pieces that are made-to-order, please allow approximately 28 days before your order can be shipped. Delivery can be 6-8 weeks depending on our manufacturer’s lead time.
For pieces that are engraved, please allow an additional 10 working days (after the 28 days lead time) before your order can be shipped.
In the unlikely event that you are unhappy with your purchase, as a small artisan company, we sadly cannot accept returns for change of mind, exchanges or cancellations. We cannot replace items that have gone missing, or undelivered due to incorrectly entered shipping addresses. Please check your delivery information carefully when placing your order. We are not responsible for orders stolen during transit or delivery.
If there is any issue with your order, please let us know right away. Our team values your satisfaction with our products above all. If we have somehow made a mistake with your order or if something has been damaged during shipping, we will repair it at no additional cost.
We regrettably do not accept returns on earrings according to best practice hygiene standard, nor do we accept returns of any made-to-order or engraved pieces. Please email our team prior to returning your goods: firstname.lastname@example.org. Please find our returns form here, please include this form to ensure we can efficiently process your return.
We offer free returns for our clients in the UK.
If you are located outside the UK, you are responsible for return shipping costs. When posting your return, please include the text “return shipment to origin” on the outside of the parcel to ensure the goods are not held in customs.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as made-to-order, special orders, engraved items or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
We will notify you once we’ve received and inspected your return, and let you know if the return for repair was approved or not. If approved, you’ll be notified by email and our London workshop will carry out the necessary repair. Please note, repairing items may require a further 14 day lead time as all our jewellery is handcrafted.
If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com.
Please do contact us (firstname.lastname@example.org) if you would like any information about a particular jewellery piece you have seen or to arrange an appointment with us.
We do not store credit card details nor do we share customer details with any third parties.
Gemma Roe Design Ltd // 12136169