Unfortunately, once an order is placed, we cannot amend or add items. If you need to cancel an order, please contact us immediately. We will do our best to assist if the order has not yet been processed.

Log in to your account via the top navigation bar. Select ‘My Account’ and then ‘Orders’. Here, you can view your order history, including shipping status and tracking details under the ‘Shipments’ tab.

Pending/Processing: We are verifying payment. Once successful, your order will be prepared for dispatch.

Complete: Your order has been dispatched and is on its way.

Cancelled: Your order was cancelled at your request or due to payment issues.

Our orders do not include a physical paper invoice inside the box; instead, a confirmation and digital invoice are sent automatically to your email. This makes Gemondo orders perfect for gifting! 

We aim to include certificates of authenticity for all Gemondo jewellery. If your item arrives without one, please contact our Customer Service Team. If out of stock, we will request a new one from our supplier (please allow up to 6 weeks for delivery). 

We use the most suitable delivery service at the time your order is placed; for the UK this is either Royal Mail or DPD next day. For our international customers we use a combination of Spring Global, DPD road services (Europe) or DHL Express. Full details are available on our Delivery Page

Once dispatched, you will receive a service email with a tracking number and tracking link.

• Standard UK Delivery: Track via the Royal Mail website.
• Expedited UK Delivery: Track via the DPD website.
• For International Orders: Your tracking link will be one of the following sites:

- Spring Global

- DPD

- DHL Express

Yes. Within the EU, we ship to Ireland, Germany, France, Italy, Spain, and the Netherlands. We also ship to many destinations outside the EU. Please select the correct region at checkout to see available services. Please see our Delivery Page

Standard delivery - If your order hasn’t arrived after 10 working days (UK) or 21 working days (International). Please contact us so we can raise an investigation with the courier.

For Expedited/DHL deliveries, please allow 5 working days.

To be more eco-friendly, we send order confirmations and invoices via email. 

Please check your inbox (and spam folder) for your digital copy. If you cannot locate them please contact our customer service team to request a new copy at contact us page

All orders are delivered via secure couriers. For detailed information, please visit our Delivery Page.

If the tracking link you receive does not work please contact our Customer Service Team who will be able to assist you: Contact Us Page.

• For orders within the UK, VAT is included in the selling Price
• For international orders to the following countries VAT and customs duties are included in the checkout price (Australia, France, Germany, Spain, Italy, Ireland, The Netherlands)
• For all other countries duties and taxes may be payable upon delivery.

Yes. You can call the Gemondo team on 0208 941 5707. Our office hours are 9am - 5pm Monday - Friday excluding Bank Holidays. 

We use your information to fulfil orders that you place with us and only with your permission do we send marketing materials. You can opt out of receiving Gemondo marketing communications in your account. Please see our privacy policy for information on how we protect and use your personal data.

Yes! We offer Klarna (monthly instalments). Please contact Klarna with any questions regarding payments.

We love our returning customers! While we offer a "Welcome" discount to newcomers, we frequently send exclusive offers, early access to sales, and loyalty rewards to our existing community via our newsletter.

Absolutely! We are proud to honor the work of our healthcare professionals. As an official partner of the Blue Light Card scheme, we provide exclusive discounts to the NHS, Police, and emergency services.

Unfortunately, we do not offer this option. We do however offer Klarna 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.

To return an item, please visit our free returns information page for step-by-step instructions.

We aim to process returns the day we receive them. Refunds generally take up to 14 working days to appear in your account, depending on your bank. Please note refunds can take longer during busy periods. 

We offer FREE returns for customers from the following countries (UK, USA, Germany, France, Ireland, Spain, Italy, The Netherlands)  Returns from Australia are charged a local delivery fee for return to our returns service partner (Ezi Returns). Items must be returned in new, unworn condition within 30 days of delivery. Please include the returns form and your order number. Note: For hygiene reasons, earrings can only be returned if they are unworn.

Our UK returns service is managed by Royal Mail so is subject to their terms and conditions for insurance.

Please review our warranty and repairs service and our Contact Page for full details. You will be instructed to use our free returns services to return the damaged item for investigation, repair or replacement.

We do not offer direct exchanges. Please return your unwanted item for a refund and place a new order for the desired item.

If you return your entire order, we will refund the cost of standard outbound shipping. Please note that premium or expedited shipping costs are non-refundable. 

We are very sorry for the error! Please contact our Customer Service Team immediately with your order number and a photo of the item received. We will arrange for the correct item to be sent to you right away. 

Refunds can take approximately 14 working days from the date we receive the item back at our warehouse. If 14 days have passed and you still haven't received your funds, please contact your bank or our support team.

Some gemstones are treated to enhance durability or appearance. For details on specific stones, please visit our Gemstone Treatments Page.

Yes. All Gemondo jewellery exceeding UK and EU regulated weight standards is hallmarked to guarantee purity and quality. See our Hallmarking Guide for more information.

Dimensions can be found in the product description and images on the individual product page. If not,  contact our customer service team.

Most product pages feature "lifestyle" images of the jewellery being worn. If you need more details, feel free to contact us.

We offer up to 20 different ring sizes. Check the "Size" dropdown on any ring product page or view our Ring Size Guide.

Yes, all pendants include a matching gold or silver chain unless otherwise stated in the product description.

If an item is out of stock, add it to your Wishlist—this helps us prioritize restocks! You can also contact us to see if a specific date is confirmed.

We do not offer a resizing service. However, we can exchange your ring for a different size if it is in stock.

Our website displays all currently available stock. If your size isn't listed, contact Customer Service to see if it can be specially ordered or if a restock is planned.

Use our Free Online Ring Sizer to measure an existing ring, or measure your finger circumference with a string and check our International Conversion Chart.

The carat and metal weights listed are an average across the design's standard sizes.

Gemondo uses natural gemstones, not synthetic or lab-created stones. Some may be treated to enhance beauty or durability.

We only offer the metals shown on the website. We are currently unable to create custom designs in alternative metals.

Unfortunately, we cannot customise products at this time.

We use 9ct gold for our gold plated and vermeil products. Vermeil products are plated to 3mc to ensure a long lasting finish. We are phasing out our gold plated range in favour of vermeil plating.

Plating typically lasts 2–3 years with proper care. We do not offer re-plating services. To preserve the finish, avoid contact with perfumes, lotions, and household chemicals

While precious metals can naturally react to the environment, following our Jewellery Care Guide will ensure your pieces stay beautiful and tarnish-free for years to come.

Log in to your account and click ‘Orders’ to see all past purchases

You can update your default address in your Profile. However, if an order has already been placed, you must contact Customer Service immediately to see if the address can be updated before dispatch.

Please contact our Customer Service Team to request a permanent account deletion. In accordance with data protection regulations around the world. Please see our privacy policy for more information.

Scroll to the bottom of our homepage or look for the pop-up to join our newsletter. You’ll receive 10% off your first order!

We repair or replace Gemondo items covered under our 2-year warranty. If an item is faulty, we will offer a replacement if stock is available.

Due to the craftsmanship involved, repairs can take up to 10 weeks.

Our 2-year warranty covers manufacturing faults. It does not cover accidental damage, wear and tear, or loss. Visit our Warranty Page for full terms.

Please visit our Contact Us page 

For the time being Gemondo is available exclusively online.