Unfortunately once orders have been placed we are unable to change details or amend items within the order.
If you wish to cancel an order we will always try our best if notified as soon as possible or the order has not already been processed.
At the top navigation bar, make sure you are logged into your account. Click on ‘My Account’ and select ‘Orders’. You will be able to view your order history including shipping, product and tracking details under Shipments.
Pending/Processing – We are checking payment details. If payments are successful, your order will begin to be prepared for dispatch.
Complete – Your order has been dispatched and is now on its way to you.
Cancelled – Your order has been cancelled, either by your request or if we were unable to obtain an alternate payment method from you.
We send service emails to inform you that your order has been dispatched. All orders should have a tracking number. If you cannot see your tracking number, please contact our Customer Service Team for help.
Standard Delivery: You will be able to track your order via the Royal Mail website. Royal Mail tracking terms and conditions apply.
Expedited Delivery: You will be able to track your order via the DHL website.
Yes. We are able to send parcels to the United Kingdom, Ireland, Germany, France, Italy, Spain and the Netherlands within the EU. We can also ship outside of the EU so please choose the right delivery service for your order's destination.
If you have yet to receive your order after 15 working days in the UK, or 21 working days outside the UK, please contact our Customer Service Team. We will investigate your order and contact Royal Mail for lost parcels. Please be aware that Royal Mail only undertakes a search for missing packages after 15 or 21 days respectively have elapsed.
For expedited deliveries, please allow up to 5 working days before contacting us so we can open a claim with DHL or alternatively, please contact DHL directly with your tracking ID for more information.
A confirmation will be sent via email to your inbox.
Yes. You can call the Gemondo team on 0208 941 5707. Our office hours are 9am - 5pm Monday - Friday excluding Bank Holidays.
Yes! We offer Klarna (monthly instalments). Please contact Klarna with any questions regarding payments.
Unfortunately, we do not offer this option. We do however offer Klarna or Laybuy to customers as an option.
See the Klarna FAQs below to find out more about how to use this service.
KLARNA FAQS: PAY LATER (INVOICE IN 30 DAYS)
Who is Klarna? Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay later work? Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk
Am I eligible for Pay later? To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later? Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
Will a credit search take place against me? Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Pranda UK t/a Gemondo run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later? Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What are my payment options with Klarna? You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card. What happens if I cancel or return my order? As soon as Pranda UK t/a Gemondo have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.
What happens if I don’t pay for my order? Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.
I have been asked to go to Klarna's site. Is this correct? If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.
What do I need to provide when I make a purchase? If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information.
Is my payment information safe? Payment information is processed securely by Klarna. No card details are transferred to or held by Pranda UK t/a Gemondo. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date? You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.
Have you received my payment? If you pay by card, Pranda UK t/a Gemondo will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.
What happens to my statement, when I've returned the goods? Once Pranda UK t/a Gemondo has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.
I've received a statement, but I've not yet received my goods. You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Pranda UK t/a Gemondo to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
I have cancelled my order. How long will it take until I receive my refund? As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
I have asked for a refund. How will I be refunded? If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
I haven’t received an email with my statement/payment information. If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
I still have questions regarding payment, how can I get in touch? Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.
Please be assured returns are being processed as quickly as possible. This process may be slightly delayed in light of distancing measures to ensure the safety of our employees and the public. Thank you for your understanding during this time.
We aim to process returns the day we receive them and generally refunds can take up to 10 working days for payment to be cleared back to the original payment method. Please note refunds can take longer during busy periods.
Yes! Please visit our free returns information page
While in your possession you must keep in good condition any products you intend to return to Gemondo. Returns will only be accepted on as new and unworn items. Unfortunately we are not able to process exchanges on earrings but we can accept returns if earrings are unworn and unused.
You will have up to 30 days from the date of delivery to return any unwanted items.
Please fill out the returns form provided with your order and include your original order number to ensure your refund can be processed as quickly as possible.
Yes, all UK return services are sent via Royal Mail Tracked which is an insured service.
You can use our free Royal Mail returns service to send back jewellery that is covered under our warranty and needs repairing. Please include:
Your order number
Item description with the return
For the time being Gemondo is available exclusively online.
Frequently Asked Questions
We are currently trying to include certificates of authenticity for all jewellery purchased from Gemondo. If you have not been given one, please contact our Customer Service Team. In the situation that we do not have any in stock, we will contact our supplier for a new certificate of authenticity which can take up to 6 weeks.
Yes. We only repair or replace jewellery that has been purchased from us or is covered under our warranty. In the event that your jewellery is faulty, under warranty we will offer a replacement of the same jewellery if we have them in stock. Please see details of our Warranty or contact our Customer Service Team for help.
Repairs can take up to 10 weeks.
Yes, all our pendants come with a matching gold or silver chain unless specified.
All Gemondo jewellery pieces above UK and EU regulated weight standards are hallmarked to assure purity and quality. For more information on hallmarks and precious metal content, visit our Precious Metals & Hallmarking Information Guide
The carat weights and metal weights shown in the description of our products are an average for each design.
Gemondo does not use synthetic or lab-created stones. Gemstones in Gemondo items may have undergone treatment to enhance the durability or improve the appearance. If you wish to know more about a typical treatment, please see our treatments page.
Available items can be found on the Gemondo website. Unfortunately we are unable to create an existing design in a different metal or gemstone at this time.
Unfortunately, we cannot customise products at this time.
Mystery Boxes contain mystery jewellery items. Unfortunately we are unable to offer specific ring sizes in Mystery Boxes. It's a mystery to us also!
Unfortunately, we are unable to offer specific products in Mystery Boxes as they contain mystery jewellery items.
Mystery Box items do not come with a certificate of authenticity.
Plating should last 2-3 years depending on care of the product. We do not advise exposure to chemicals, perfumes etc.
Unfortunately we are unable to offer re-plating services as per our warranty.
We use different kinds of plating on our jewellery items. Please see the individual product description to find out more.