Delivery Information

Dispatch Time?

UK Deliveries:
We aim to despatch your order within 1-2 working days (Monday to Friday). With our standard free delivery option your package should arrive within 2-3 working days depending on the postal service. Deliveries may take longer around Christmas, postal strikes and at other busy times..

Non-UK Deliveries:
Delivery outside of the UK only costs £5.95, no matter how many items you buy. We will despatch your goods within 1-2 working days of receiving your order and will send it using the most appropriate service available at the time. Delivery may take around 7-10 workings days. There may be some further delay in receiving your parcel, depending on how quickly your local postal service in your country performs.

Certain products are clearly marked ‘PLEASE NOTE - THIS IS A SPECIAL ORDER ITEM. PLEASE ALLOW UP TO 2 (OR 3 OR 6) WEEKS FOR DELIVERY’. In the case of items being specially made for customers by our craftsmen, the delivery time will be longer, so please check your product details carefully.


How will it be delivered?
UK Deliveries: Our free standard UK delivery is dispatched via the Royal Mail Tracked service which will arrive with 2-3 working days. At busier times such as Christmas or during postal strikes, it may take longer.

We also offer a next day delivery option in the UK, charged at £5.95 via Royal Mail Next Day Special Delivery, which is guaranteed for next day delivery before 1:00pm. The order must be placed before 2pm.

Working days are Monday to Friday, not including Saturdays, Sundays or Bank Holidays. Delivery services we use require a signature on delivery. If you miss the delivery, a card will be left to let you know a delivery has been attempted.

For more information about these delivery services, please contact Royal Mail (http://www.royalmail.com/)

Deliveries Outside the UK:
For deliveries to addresses outside the UK, the International Signed For Delivery service is our standard shipping option which costs £5.95. Once the package has left the jurisdiction of the UK Post Office, it is subject to the delivery performance of the postal service of the recipient's country.

We now offer an expedited international service at a cost of £19.00. These orders are dispatched using the Fed Ex international priority service.

Can I see the status of my order?
You can see if your order has been dispatched by clicking on ‘My Account’ in the checkout box at the top right of the page. If it has been dispatched, it will say 'Shipped', if not, it will say 'Completed', meaning that the sale is complete and ready to be dispatched.

How can I track my order?

UK Deliveries:
In order to request a tracking ID for your order, please call us on 0870 803 4366 or email us at orders@gemondo.com. You can then check online at www.royalmail.co.uk, using the Track and Trace facility. Here you can see when it was sent out, check the delivery status, and see who signed for the package if it has been delivered.

Non-UK Deliveries:
You can track your order with Royal Mail (see above) up to the point when it was handed over to your local country postal service. After that point the local postal services' terms and conditions apply.

What happens if I don't receive my order?
If you haven't received your order after fifteen working days in the UK, or 21 working days (outside UK) please call us on 0870 803 4366 or email us at orders@gemondo.com. Once this is done we can investigate your claim, tracking your parcel to see if there has been a problem with delivery, and making claims for lost parcels with Royal Mail. Please note Royal Mail will not generally undertake a search for a missing package until 15/21 days have elapsed.

It is our policy that first orders over £100 will automatically be sent to the cardholder's address.

Requests for refunds/replacements will be accepted up to 30 days after receipt of your goods, If you are not completely satisfied with your purchase you are free to send the item back to us for a refund or exchange. Please read the following 5 points to ensure this process is carried out as efficiently as possible.

1. You must inform PDU (UK) Limited T/A Gemondo of your request to return in advance:
Please contact Customer Services on 0870 803 4366 or By email: info@gemondo.com and request a Guarantee Letter to be emailed to you.

2. Product Condition and Security Tags:
While in your possession you must keep in good condition any products you intend to return to Gemondo. This specifically includes you not removing the security seal(s). All items are security tagged for your protection and hygiene. By removing the security seal you are accepting the item, which then becomes non-refundable.

3. How to return the goods:
Simply write us a covering letter giving the reason for the return, your name, address and email address, and the order number, and send this and the item back to us.. If you exercise your right to cancel your order after the goods have been dispatched, you will be responsible for returning the goods to PDU (UK) Limited T/A Gemondo at the address below and at your own risk and cost, therefore, we strongly recommend you use an insured and verified delivery method such as Royal Mail Special Delivery.

4. Faulty or incorrectly described goods:
In the case of faulty or incorrectly described goods, the goods must be returned to PDU (UK) Limited T/A Gemondo as above. No refund will be processed until the returned goods have been received back at our depot with all security tags intact.

5. All returns are subject to the following conditions:

• The goods must be returned with the presentation box and the packing slip
• The goods must have all security seals intact. In common with other retailers, for health and hygiene reasons we will not accept the return of earrings that have their security seals missing or re-attached.
• These terms do not affect your statutory rights.

Return Address

PDU (UK) Limited T/A Gemondo
PO Box 98
West Molesey
KT8 8DW
United Kingdom