Refund and exchanges

Refund policy and repairs

It is important that you are 100% satisfied with your purchase. All customers are eligible to have the right for a 14 day return window. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. When purchasing a product from us you also protected by creditcard purchase via your own bank. 

To be eligible for a return, your item must be in the same condition that you received it, unused and in the original packaging. Also the original packaging needs to be in unused condition. You’ll also need the receipt or proof of purchase for your return.

To start a return, you can contact us at hello@itsmygemme.com. If your return is accepted, we’ll send you a return label as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The cost of the return shipping and custom fees (outside the EU) will be deducted from the refund. Items which are not in the same condition or used, cannot be accepted and will be returned to you. We have a 5% restocking fee*.

You can always contact us for any return question at hello@itsmygemme.com

* restocking fee is 5% of the product value 

In order for me to accept the returned items they must be:

► The item must be returned in the ORIGINAL, NEW and in UNWORN CONDITION.
► In the original packaging, including the wrapping inside and outside the gift box, so the jewelry won’t move in the box and the box won't get damaged during shipping.
► Item must be shipped back within 14 days of delivery. The buyer will need to cover the return shipping costs.

Due to the nature of the following items, they can’t be returned or exchanged:
– Custom designs
– Personalized orders (lengthening or shortening, color changes, or other design alterations)
– Ethiopian opal necklaces
– Deposits for custom designs.
– Layaway payments (As during the time we reserve the item for you we're unable to sell it to any other buyer).

Repairs are part of our services and can be done by contacting us first, so we can start the acceptation process for the repairs. There can be no rights obtained for the reparation time and costs. Reparation time, costs and process will be discussed on forehand before accepting the repair. Mostly repairs can take anywhere from a couple of days to 3 weeks, depending on the repair. Costs related to the repair of our jewels, such as shipment and material costs are charged to the customer. All costs are on forehand discussed with the customer.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can make it right. Defects must be reported within 48 hours after receipt of the item. We cannot refunt damaged items after this time frame (however we can exchange your product).

Orders outside the EU cannot be refunded, but can be exchanged. Please contact us for the possibilities. 

All orders ship including insurance.

Exchanges

E-mail us to arrange an exchange. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.