Returns & Refunds

We want you to be completely confident when shopping with GarmGems. If your purchase isn't right for you, you can return it in accordance with the policy below.

Nothing in this policy affects your statutory consumer rights.

1. Change-of-mind returns

For online purchases, you have the right to cancel your order within 14 days of receiving your item, without needing to provide a reason.

To start a return, please contact us within 14 days of receiving your order to let us know that you wish to cancel your purchase. Once you have notified us, you have a further 14 days to send the item back to us.

Please contact us before sending a return so that we can provide the correct return address and instructions.

2. Condition of returned items

Items must be returned in the condition in which they were received.

You may handle an item as reasonably necessary to inspect it, just as you would in a shop. However, items must be returned in the condition they were received. If an item has been worn, used, damaged or handled beyond what is reasonably necessary to assess its condition and suitability, we may make an appropriate deduction from your refund.

Where applicable, items should be returned with their original tags, packaging, accessories and other items supplied with the purchase.

For hygiene and resale purposes, please ensure items are returned clean and free from any additional odours, stains, marks or damage.

These conditions do not affect your statutory rights in relation to faulty, damaged or misdescribed items.

3. Return postage

Customers are responsible for the cost of return postage for all returns.

We strongly recommend using a tracked delivery service and retaining your proof of postage until your return has been received and your refund has been processed.

GarmGems cannot be responsible for loss or damage to a return while it is being transported to us where the customer has arranged the return.

4. Refunds

Once your returned item has been received and inspected, we will process your refund without undue delay and, in any event, within 14 days of receiving the returned item. Your refund will include the cost of the returned item(s) and our standard outbound delivery charge.

Refunds will be made using the original payment method, and once your refund has been processed, it will typically appear in your account within 5 working days, although processing times may vary depending on your bank, card provider or payment provider.

If your item arrives faulty, damaged, incorrect or materially different from its description, please contact us as soon as possible.

Please provide photographs where appropriate, as these can help us assess the issue quickly.

If the item is determined to be faulty, incorrect or not as described, you can return it to us for a full refund. We will cover the reasonable cost of return postage in these circumstances.

6. Authenticity guarantee

Every item we sell is guaranteed authentic. If an item is found to be inauthentic, we'll give you your money back.

7. International orders

Orders delivered outside the UK may be subject to import duties, taxes, customs charges or other fees imposed by the destination country.

These charges are determined by the relevant country and are outside GarmGems' control. Where applicable, the customer is responsible for any such charges associated with receiving an international order.

If you are returning an international order, please contact us for instructions on how to return your item.

We recommend using a tracked delivery service and keeping your proof of postage until your return has been received and your refund has been processed.

Customers are responsible for the cost of returning an international order, including return postage, customs duties, taxes, carrier charges and any other applicable fees, where permitted by applicable law.

8. Orders refused or not accepted

If an international delivery is refused or cannot be delivered because the recipient has not paid the required import charges or completed the necessary customs documentation, additional costs may arise.

Where these costs are incurred as a result of the customer's actions or failure to accept the delivery, any non-recoverable costs may be deducted from the refund, where permitted by applicable law.

9. Cancellations before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Where we are able to cancel the order before dispatch, we will issue the applicable refund to your original payment method.

If your order has already been dispatched, you can still exercise your applicable cancellation rights upon receipt of your order by following the returns process set out above.

10. Late returns

If your return falls outside our 14-day return period, or the item is not posted back to us within 14 days of requesting a return, regrettably, we cannot accept the return.

11. How to start a return

To request a return, simply contact GarmGems with your order number and let us know which item(s) you'd like to return. Providing a reason for your return is optional. We'll then provide you with everything you need to complete your return.

Please do not send your return to an address other than the one provided by GarmGems.

12. Questions

If you have any questions about returns or refunds, please contact us before sending your item back. We're happy to help make the process as straightforward as possible.