FAQ

Frequently Asked Questions

Find answers to common questions about ordering, production timelines, shipping, returns, custom designs, and care for our products.

Ordering & Production

How long can I expect delivery to take?

Many of our pieces are made to order. If the item you're interested in is in stock, it will be dispatched within 1–2 business days.

In-stock items: Ship within 1–2 business days
Made-to-order pieces: Up to 14 business days
Custom designs: Up to 3 weeks

Production time is separate from shipping time. Delivery estimates begin once production is complete. See our Shipping & Lead Times page for full details.

Order Status & Changes

How can I check the status of my order?

Once your order is placed, you will receive a confirmation email with your order details. For any questions, contact us at info@thegemscharms.com.

For a more personalized experience, reach out via WhatsApp — we can provide detailed updates on your jewelry’s journey, from gemstone sourcing to packaging and dispatch. At TheGemsCharms, every piece tells a story, and we’re delighted to share it with you.

💬 Message Us on WhatsApp

Can I cancel or change an order after placing it?

Orders may be cancelled within 24 hours of purchase.
Cancellations after 24 hours may incur a restocking fee.
Orders cannot be cancelled once production or shipping has started.
Custom orders cannot be cancelled after design approval and deposit payment.

Returns & Exchanges

What is your return policy?

Please refer to our Return Policy page for full details.

What is your exchange policy?

If you’d like to exchange an item for a different size, colour, or style, please contact us within 7 days of delivery.

Returned items are processed as returns and refunded separately.
Replacement items are treated as new purchases.
Customers are responsible for shipping costs.
Any price difference will be charged or refunded accordingly.
International orders are not eligible for exchanges.

What if my order arrives damaged?

If an item arrives damaged or defective, we will replace it and cover all related shipping costs. Please email photos of the item, packaging, and your order number to info@thegemscharms.com.

Custom Orders

Can I order a custom size and design?

Yes. Custom sizing and designing is available for most styles. Please email your size and design request and we will confirm pricing and lead time. All custom-designed items are final sale.

Promotions

How do I use a promo code?

Enter your promo code at checkout. Promo codes cannot be combined with other discounts.

Jewelry Care

How should I care for my jewelry?

Wipe with a damp cloth. We do not recommend chemical jewelry cleaners.
Avoid contact with harsh chemicals, oils, perfume, or sunscreen directly on the jewelry.
Store jewelry properly to avoid damage and kinking.

Natural gemstones can crack if dropped or struck against hard surfaces. Pearls and opals require extra care. Do not use paper towels, as they may scratch the surface.