Welcome to Gemstoneriver!
Gemstoneriver LTD trading as Gemstoneriver®
Gemstoneriver® brand is a UK registered trademark No: UK00003017185.
D-U-N-S number: 220689644.
Gemstoneriver LTD is a small family based business based in London, UK.
Our glamorous handmade jewellery are popular for bridesmaids, weddings, Mother's Day, Valentines, birthdays, Christmas, Eaid, Easter, Hannukah, anniversaries and many other occasions.
We now have personalised clothing and accessories, perfect for all year gifts. For any custom/bespoke/personalised orders, feel free to contact us.
Our products are made to a professional standard and range from babies, toddlers, teens, men and women as well as pet accessories.
Gemstoneriver LTD is registered in England and Wales, Company Number: 11667971.
Gemstoneriver LTD Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Thank you for your custom, stay safe and keep well!
The Gemstoneriver® Team
If you can imagine it you are halfway to the dream...we can create and make it happen!
I started Gemstoneriver with gemstone and jewellery gifts. After I had a baby, I soon found that I wanted to jazz up a couple of baby clothes and make them more colourful, expressive and just special. Then I started to look into professional embroidery and other mediums for designs that cater for various moods and occasions. I found that people wanted to be as creative in their gift ideas i.e Birthdays, Mother's Day and Father's Day, Valentines, weddings and bridesmaids, Christmas or other religious occasions like Eid, Diwali, Hannukah and many more.
Gemstoneriver Designs was added to the jewellery hence now we are able to offer quality and professional custom Logo gift personalisation on request.
Contact us for personalisation or custom orders including company logo requests or if you need different colour combinations!
I look forward to your custom requests and also welcome your feedback.
We will help you create and share memories by ensuring your order is made to a professional and quality standard.
Don't delay, contact us to make your unique gift today!
Returns & Refunds, what happens?
1A. PLACING YOUR ORDERS, PROCESSING & DELIVERY INFORMATION
a. We recommend placing your orders early for special days and events e.g. Christmas, Birthday Valentine, weddings, Mother's Day etc to avoid delay and disappointment.
b. Personalised/Custom made products: Please allow production & delivery time in your expectations, especially around busy times.
Typically, personalised items are done in 2-5 working days from date of order,
however, some production time for some may vary and this will be mentioned
in the listing.
Some jewellery products take longer e.g 5-8 working days (again, check the
product listing information). If unsure or to confirm for peace of mind, please
email us via firstname.lastname@example.org.
1B *IMPORTANT NOTE ON PERSONALISATION
a. *Please ensure that you enter details correctly and accurately. No refunds will be issued on products that we make with wrong spelling or misrepresented in error (unless the error was made by us of course).
b. *If you have realised that you have made an error to a name or chose a wrong design, please let us know within 12 hours of placing your order.
c. To place an order, select your preferred order listing/design and add personalisation details in the provided textbox and/or email us via email@example.com with the details, proceed to payment.
* Please see point number 3 here for RUSH MY ORDER OPTION & detail.
If unsure, please just ping us an email.
e. WE RESERVE THE RIGHT TO REFUSE PERSONALISATION SERVICES if the text or image design is deemed by us to be representing or interpreted as racist of a threatening nature or discriminatory.
2. POSTAGE - WHICH CARRIER DO WE TYPICALLY USE?
a. We use First Class Royal Mail - tracked services for personalised items. Please bear in mind that First Class services also take 1-2 business days after I ship them to reach you, and the impact of the Covid-19 Pandemic may cause some delays.
b. It is the buyer/customer's responsibility to ensure that you read the product description and pay attention to the estimated delivery timings. Additionally, please make sure to provide a correct address and zip/post code to avoid delivery disputes and unnecessary delays.
3. *RUSH MY ORDER PRODUCTION OPTION*
a. All orders are processed in date order of receipt, however, if you are in a rush to receive your order - there is an option to rush an order which bumps it to the PRIORITY list at a reasonable fee. This does not guarantee next day delivery; to put it simply, it bumps the order to be done sooner. The fee enables me to work out of my normal working hours (overtime) in order to meet the timeline request.
b. For clarity and efficiency of this service, we ask if the buyer (you) can please email your order number and rush my order number to firstname.lastname@example.org with your details and need by date; this would enable us to marry up/match the order/rush request and speedily process your orders.
4. PROCESSIG TIME, SHIPPING AND POSTAGE
a. We sell and ship worldwide (except Russia & Belarus)
b. Processing time - Personalised/Custom made products:
The time needed to prepare an order for dispatch varies. For processing time details, see individual item listings, we strive to meet order needs. E.g on average and typically it may take 3-5 business days processing time
c. Processing Time - non personalised items:
Typically items are sent within 2-3 business days. All items are sent first class via Royal Mail, there are also options -available for customers to purchase other delivery options i.e tracked services or next day delivery where possible.
d. Shipping Transit time: Please bear in mind that First Class services also take 1-2 business days after I ship them to reach you, and the impact of the COVID-19 Pandemic may cause some delays.
e. Postal Delays: We strive to ensure your orders are dispatched on time, please understand that once items are with the postal system e.g Royal Mail, they are out of our control and we are unable to direct how they are handled. By all means, please let us know if you have any issues with your delivery. There appear to be some delays due to the Pandemic/COVID-19, therefore, please allow for earlier order placements to counter this.
5. CUSTOMS AND IMPORT TAXES FOR INTERNATIONAL CUSTOMERS
a. Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs or delays caused by international (your country's) Postal Services.
b. Currently, we are not selling to Russia and Belarus.
a. We strive to offer quality and professional products as well as customer experience. However, in the event that you are not satisfied with our services, please contact us via email@example.com stating the order number, item description and please state the issue so that we can look into/resolve the matter.
7. RETURNS & REFUNDS INFO
a. We are unable to accept returns and refunds on items that are bespoke/custom made and for hygiene reasons e.g. jewellery/other very personal items will not be refunded. Personalised items: due to nature of the bespoke/ custom made/personalised, these items may not be resold due to the personalisation as opposed to a plain item
b. Any items that are returnable, should be received in a new condition and not used.
8. RETURNS & HOW TO RETURN YOUR ORDER
a. Please let us know of your intent to return before just sending the package to us, email us via firstname.lastname@example.org. Please contact us within 14 days with your order number, description and a reason for your returns/refund request.
b. Please see reference above in relation to whether an item is returnable/refundable. If returnable, please note that it is the buyer's responsibility to send the item back in pristine condition and in original packaging, without it being used.
c. Please ensure you have proof of postage from the post office and once it reaches us it is inspected per terms above prior to processing your returns further.
a. Please contact us within 2 days (48 hours) of receipt stating the order number, refund request and reason for returnable items - please see reference above regarding items that can be refundable. We will send an acknowledgement response with further details and steps eg the returns process .
b. We are unable to accept returns and refunds on items that are bespoke/custom made and for hygiene reasons e.g. jewellery/very personal items will not be refunded. This is due to the nature of the custom made/personalised items as they may not be resold due to the customisation as opposed to a plain item.
c. Where applicable, please contact us within 2 days of receipt of your order as stated above. Where a refund is applicable, a refund will be issued once the items have been received in the pristine condition as when they were sent to you in and in the original packaging; It may take 7-14 days for the refund to appear in your account as we have to process this via our third party secure payment providers. Please note that failure to comply with these conditions would affect our issuing the refund, in addition to items that are worn, soiled, damaged, not in the original packaging or items that do not physically reach us.. It is the responsibility of the buyer to bear the cost of the returned items which will be inspected to satisfy our terms under returns and refunds policy.
d. Unless we have made an error in sending a wrong or faulty item when you purchased from us or goods arrive damaged, we will not be able to issue return/refund you. We do take extra care and due diligence before all items are sent, however, only in such a case, we would cover shipping costs.
10. COST OF RETURNS
a. The customer/buyer is responsible for cost of returning items (see reference above on products that can be returned). Where the error/fault was ours, you would receive a full refund, where applicable, including postage fees. If it is a returnable item, but you have changed your mind, you will receive a refund minus the original postage/charges.
11. Contact information
a. You can reach us via email at email@example.com
How do I pay and what can I expect?
1. INFORMAITON RELATING TO YOUR METHOD OF PAYMENT
e.g your card and bank details
a. Payment information is never taken by us or transferred to us either through our website or otherwise. None of employees and contractors never have access to it.
b. At the point of payment upon placing your oder, you are transferred to a secure page on the website of [WorldPay/PayPal/Stripe/Amazon/Klarna] or some other reputable payment service provider. That page may be branded to look like a page on our website, but it is not controlled by us.