Returns & Exchange Policy
We want you to love your Gems Creek purchase. If you receive an item that is damaged, defective, incorrect, or you experience an issue with your order, please contact us within 5 days of receiving your order.
1. 5-Day Return & Exchange Period
All return or exchange requests must be submitted within 5 days from the date your order is delivered. Requests received after the 5-day period may not be accepted.
2. Return & Exchange Eligibility
To be eligible for a return or exchange, the item must:
- Be requested within 5 days of delivery
- Be unused and unworn
- Be in its original condition
- Include the original packaging where applicable
- Not show signs of wear, scratches, misuse or damage
- Be approved by our customer support team before being returned
3. Damaged or Incorrect Items
If your order arrives damaged, defective or you receive the wrong item, please contact us within 5 days of delivery with your order details and clear photos or videos showing the issue.
Once reviewed and approved, we will provide the appropriate replacement, exchange or other available resolution.
4. Change of Mind
Return or exchange requests due to a change of mind must also be made within 5 days of delivery and are subject to approval. The jewellery must remain unused, unworn and in its original condition and packaging.
Any applicable return delivery charges for change-of-mind requests may be the responsibility of the customer.
5. Non-Returnable Items
Returns or exchanges may not be accepted for:
- Requests submitted after 5 days of delivery
- Items that have been worn or used
- Items damaged after delivery
- Items showing scratches, marks or signs of improper care
- Personalised or customised products
- Items returned without prior approval
- Products where returns are restricted for hygiene reasons
6. Product Appearance
Jewellery colours and finishes may appear slightly different depending on lighting, photography and your device screen. Minor variations of this nature are not normally considered product defects.
7. Jewellery Care
Artificial jewellery requires proper care. Damage or fading caused by perfumes, chemicals, excessive moisture, improper storage, scratching, misuse or normal wear and tear is not considered a manufacturing defect.
8. Exchange Process
If your exchange request is approved, our team will provide instructions on how to return the item. Please do not send any product back before receiving confirmation from Gems Creek.
Exchange products are subject to availability. If your requested item is unavailable, we will discuss the available options with you.
9. Refunds
Where a refund is approved, it will be processed using the appropriate payment method. Processing times may vary depending on your bank, payment provider or payment method.
Original delivery charges and return shipping charges may be non-refundable unless the product received was damaged, defective or incorrect.
10. Return Shipping
Customers should package returned jewellery securely to prevent damage during transit. Gems Creek cannot be responsible for items damaged or lost during return shipping where the return delivery is arranged by the customer.
11. Order Cancellation
If you need to cancel an order, please contact us as soon as possible. Once an order has been processed, packed or dispatched, cancellation may no longer be possible.
12. How to Request a Return or Exchange
Contact us within 5 days of receiving your order and include your order number, reason for the request and, where applicable, clear photos or videos of the product.
Gems Creek
Email:
info@gemscreek.com
Our team will review your request and provide further instructions regarding the return, exchange or available resolution.