F.A.Q.
Is my purchase protected and guaranteed when buying a product via itsmygemme.com?
We guarantee delivery of your product, otherwise you're covered by your by your creditcard purchase via your own bank. Once the product leaves our studio, you'll be provided with a tracking number of DHL or UPS (other shipping services are available upon request). Your purchase is fully insured.
Is local pickup available in your studio?
Upon request you can pick up your desired jewelry piece at the Its my Gemme studio.
Do you offer free shipment?
-Yes we do offer free shipment on all orders outside the EU!
What is your handling time?
- all jewelry is handmade, the mayority of our jewelry is in stock and ready to ship. Some pieces might take longer, please check the product description. However, please keep in mind that, in normal cases, our handling time is 1-2 weeks before shipping out. For rush orders, please contact us for the possibilities. We are happy to make your wishes come true!
Do you use genuine gemstones and diamonds?
Yes we use pure and natural materials such as diamonds and solid gold, some of the gemstone necklaces come with a certificate. We only use the highest quality available in the market.
Can I cancel an order?
You can cancel an order without any costs within 24 hours after placing an order. If cancelled before shipment of the product we charge a non refundable restocking fee of 5% of the order amount.
please check our refund policy for all refund and exchanges questions
What is the shipping and handling time?
- All of our products are handmade. Handling time is 1-2 weeks and some are ready to ship out (for some products lead time may vary)
Shipping times by the carrier DHL/UPS are: (in working days)
Within Benelux: 2 days
Within Europe: 4-5 days
USA/ Canada: 5-7 days
UAE: 5-7 days
Japan: 7 days
- Please note: at this moment we are not able to ship to Russia or Ukraine
- We are not responsible for delays caused at the carrier/ mail service, however we will keep you informed about the shipping process
- **All orders are shipped with insurance and full track & trace options. Should a parcel go missing, please contact us so we can help youtrace the parcel. If we confirm the package to be lost, indefinately we will sent you a replacement product without additional costs. The usual handling time applies.
You are responsible to provide us with the right shipping adress. please note we do not ship to PO boxes or militairy adresses.
What shipping method is used?
- we use express shipment by DHL or UPS and all parcels are insured and fully tracable. shipment time (depending on destination) varies from 2-5 days.
What shall I do if I don’t like the product?
-Please sent us an email to hello@mygemme.com to start a return request (please contact us first, as we cannot accept returns done by our customers without contacting us first)
What if my product arrived damaged?
We always inspect every item very carefully before shipment. Should a product arrive damaged, please contact us within 48 hours after receipt by sending an e-mail to hello@itsmygemme.com.
I don’t like the size of my necklace, can I replace it for another size?
-exchanges are possible, please contact us at hello@mygemme.com. Exchanged products cannot be returned, buyer pays for return shipment only.
I want to buy a product which is out of stock, can I still buy it?
Yes that is often possible. Please sent us an email for the possibilities.
Do you offer a repair service?
-Yes we do! Please contact us for a repair.
We have a service for replacing beads and re-knotting the necklaces from the collections “rainbows and diamonds” “multicolor gemstone necklaces” and the “sparkle” collection.
Excluded from the repair service are: Ethiopian opal necklaces, the pink peruvian opal necklaces and turquoise collection (due to the limited availability of the beads). Due to the limited availability of Turquoise, Pink Peruvian -and Ethiopian opals, repairs such as adding and/or replacing these gemstones are not always possible. Please contact us for discussing possibilities. All other repairs, such as repairs to the gold clasps or replacing most types of gemstones, can be done.
Any defects to the products have to be reported to us within 48 hours after receiving the product, so we can solve the problem for you. Items that are returned broken or damaged without noticing us within this time frame will not be eligible for a refunt.
For all repairs (outside the 48 hours timeframe) the buyer pays for return shipment.
We inspect all items very carefully before shipping out.
Do you update new products on a regularly basis
-Yes we do! Please subscribe to our newsletter so you will be the first to be informed about new collections and updates!