Information relating to your method of payment e.g your card and bank details
- 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.
- 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.
Placing your orders (with thanks for your custom)!
- 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.
- Personalised/Custom made products: Typically these are done in 3-5 working days from date of order, however, some production time for some may vary and this will be mentioned in the listing. If unsure or to confirm for peace of mind, please email us via contact@gemstoneriver.com.
- To place an order, select your preferred order listing/design and add personalisation details in the provided textbox and/or email us via contact@gemstoneriver.com with the details, proceed to payment.
- NB Please include need by date (again, please order in good time and also bear in mind the processing time to make the item which may vary and allow for time it takes in the post to reach you). If unsure, please just ping us an email.
- 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.
- 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.
Processing time, Shipping & Postage
- We sell and ship worldwide.
- 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;
- Processing Time - non personalised items: Typically items are sent within 1-3 business days. All items are sent first class via Royal Mail, there are also options -available for customer to purchase with tracked services o next day delivery where possible.
- 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.
- 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.
- Rush my Order option: there is an option to rush an order at a reasonable fee to move an order on or daily orders/to do list. This does not guarantee next day delivery; simply that we would have to ensure that this covers any extra working time in order to meet that order request. 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 contact@gemstoneriver.com with your details and need by date; this would enable us to marry up/match the order/rush request and speedily process your orders.
Customs and import taxes:
- 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.
Complaints and Returns
- We strive to offer a good customer experience, however, in the event that you are not satisfied with our services, please contact us via contact@gemstoneriver.com stating the order number, item description and please state the issue so that we can look into/resolve the matter.
Returns & Refunds
- 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 personalisation as opposed to a plain item
- Returns: Please let us know of your intent to return before just sending the package to us, contact@gemstoneriver.com. Please contact us within 14 days with your order number, description and a reason for your returns/refund request.
- 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. 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.
- Refunds - Please contact us within 3 days (72 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 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 personalisation as opposed to a plain item.
- Where applicable, please contact us within 3 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.
- 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 is such a case, we would cover shipping costs.
- NB: Cost of returns is the responsibility of the buyer and where the error/fault was ours, you would receive a full refund, where applicable, including postage fees.
Contact information
- You can reach us via email at contact@gemstoneriver.com