FAQs

Placing an Order

Am I able to modify my order?

How do I view the status of my order?

What does my order status mean?

Is a certificate of authenticity for my jewellery included?

I have a specific request for an item, can you make it?

Delivery

What delivery couriers do you use?

How can I track my order once it has been dispatched?

Do you ship internationally?

What happens if I don’t receive my order?

Returns

How do I return an order?

How long does it take for me to get a refund?

Repairs and Resizing

Do you repair jewellery?

How can I send my jewellery back for repair?

How long do repairs take?

Can you resize rings?

Jewellery Questions

I really like a ring but can't find the size, do you have it in stock?

I am not sure of my ring size, how do I know what size to order?

Do you provide chains with pendants?

Is your jewellery hallmarked?

Do you offer a guarantee or warranty with Gemondo jewellery items?

Is the carat weight and metal weight the same for all sizes?

Are Gemondo gemstones real or lab created?

Other FAQ’s

How do I contact Gemondo?

Can I purchase items via the telephone?

I have signed up to the Gemondo newsletter. How do you use my information?

How do I pay later with Klarna?


Placing an Order


Am I able to modify my order?

Yes. You may add or remove items from your order as long as they have not already been dispatched.

For amendments, please contact our Customer Service Team who will assist you with your order.

How do I view the status of my order?

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.

What does my order status mean?

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.

Is a certificate of authenticity for my jewellery included?

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.

I have a specific request for an item, can you make one?

We are able to make special orders depending on what kind of jewellery you wish to purchase. For instance, we can usually make a certain model with a different gemstone, or if you wish a different ring size.

Special orders will require a quotation first which can take up to two weeks to generate. Once the design and price are approved by you, we will then place the special order which can then take up to 6 weeks for delivery.

Full payment of special orders will be taken first and these are non-refundable and cannot be exchanged.

If you wish to enquire about a special order, please contact the Customer Service Team.


Delivery


What delivery courier do you use?

We offer four services in the UK: Economy, Standard, Expedited and Saturday Delivery all via Royal Mail. Find out more on our Delivery Page

How can I track my order once it has been dispatched?

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.

Do you ship internationally?

Yes. We aim to ship all around the world.

What happens if I don’t receive my order?

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.


Returns


I want to return an unwanted item, how do I do this?

If you would like to return an item that you are unsatisfied with, please visit our returns information page

While in your possession you must keep in good condition any products you intend to return to Gemondo. This specifically includes not removing the security seal(s). Rings, necklaces, pendants, brooches and bracelets are security tagged for your protection and hygiene. By removing the security seal you are accepting the item, which then becomes non-refundable.

You will have up to 30 days from the date of purchase to return any unwanted items.

How long does it take for me to get a refund?

We aim to process returns the day we receive them and generally refunds can take up to 7-10 days for payment to be cleared back to the original payment method.

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. 


Repairs and Resizing


Do you repair jewellery?

Yes. We only repair or replace jewellery that has been purchased from us. 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 guarantee or contact our Customer Service Team for help.

How can I send my jewellery back for repair?

You can use our free Royal Mail returns service to send back any jewellery that needs repairing. Please include your order number, name, contact details and item description with the return.

How long do repairs take?

Repairs can take up to 2 weeks.

Can you resize rings?

Yes. We offer a resizing service on most of our rings depending on the design.

Resizing can take up to 2 weeks and payment of resizing will be taken before being processed.

For more information, please visit our resizing page


Jewellery Questions


I really like a ring but can't find the size, do you have it in stock?

All the ring sizes we have available are on our website. If you require a ring in a different size, please contact our Customer Service Team who can advise on resizing or special order options. We will be able to get a quotation from our supplier and place a special order for you (payment is required).

I’m not sure of the ring size, how do I know what size to order?

Try our free online ring sizer, simply print it out and set an existing ring on the paper to match your desired size. If you don’t mind a short wait, let us know and we’ll send you a ring sizer free of charge.

Do you provide chains with pendants?

Yes, all our pendants come with a matching gold or silver chain.

Is your jewellery hallmarked?

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

Do you offer a guarantee or warranty with Gemondo jewellery items?

We are confident in the quality of our jewellery items, that's why we offer a lifetime quality promise to repair or replace your jewellery. You can find details of this on our quality promise page.

Are the carat weights and metal weights the same for all ring sizes?

The carat weights and metal weights shown in the description of our products are an average for each design.

Are your gemstones real or lab created?

All Gemondo jewellery uses genuine gemstones. We do 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 treament, please contact our Customer Service Team.


Other FAQ’s


How can I contact Gemondo?

Please visit our Contact Us page

Can I purchase items via telephone?

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

I’ve signed up to the Gemondo newsletter. How do you use my information?

We use your information to fulfill 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.

How do I pay Later with Klarna?

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.