Frequently Asked Questions

Below you will find the answers to the most common questions we are asked. Of course, please feel free to get in touch should you need any further assistance.

Contact us

Frequently Asked Questions

Below you will find the answers to the most common questions we are asked. Of course, please feel free to get in touch should you need any further assistance.

Contact us

Shipping & Delivery

Once you have approved the final design, we’ll create and deliver your bespoke-designed ring in 4-6weeks. The exact time frame will be confirmed with you once we know more about your requirements and the complexity of your design. We will keep you updated via email or WhatsApp on the status of your ring at every stage of the process.

We can in some circumstances deliver a ring within 1-2 weeks. This however depends on the complexity of the design. Get in touch and we will always do our best to meet your timescales.

Yes, your item will be fully insured up to the moment you sign for it upon delivery.

All items are sent via Royal Mail Special Delivery. Once your item is dispatched, we will send you a tracking number and an online link to trace your order's delivery status.

Yes, you can collect your order from our main showroom or from one of our stockists. Please remember to get in touch and let us know when you are planning to collect your item, as we will need to prepare your order.

Bespoke Orders

Our quotes are valid for 14 days from date of issue. This is due to the fluctuations in the exchange rate, metal prices and the live availability of diamonds and gemstones.

After your consultation and having received your design brief A 60% deposit is required before commencing production.  

Once an order has been placed and deposit paid, we will see this as accepting our terms and conditions on bespoke jewellery. No major changes can be made once you have confirmed the design and made payment. Orders cannot be cancelled at this stage. Any changes made to an order after acceptance of specifications and payment may incur a charge. Alterations may be made after a bespoke piece has been received at a charge, Gem-imas will be happy to help but this will not be included in your original price.

Returns & Refunds

For stock items only, if you aren't entirely happy with your purchase you have 14 days to return an item for exchange or refund. Items must be unworn, in their original packaging, with security tags in place. Before returning an item, please refer to the exclusions below.


  • In the interest of hygiene we are unable to accept returns or exchanges on earrings and pierced jewellery.

  • We are unable to offer an exchange or refund on bespoke jewellery orders. This includes items for which alterations have been requested, e.g., resized rings, engraved items. 

To request a refund/exchange please email Please include your order number and the reason for the return. 

Once your package has been received it will be inspected to ensure all original packaging and security tags are in place and there are no signs of wear. in which case a refund will be issued immediately. Please note it can take up to 5 days for refunds to appear in your account.

In the case where the item shows signs of use, missing packaging and/or security tag then a refund or exchange will be declined, and the item will be shipped back to you.

Jewellery made to order or stock items purchased after requesting alterations e.g., resizing are non-refundable.

Our peace of mind guarantees

We promise that our diamonds are either natural or lab created as per each of the characteristics stated on the diamond certificate or accompanying documentation at the time of sale.

If the Diamond is not as promised on the Certificate or accompanying documentation, we will: 

• accept the return of the Jewellery and provide you with a refund of the full purchase price; or 

• replace the Diamond with a diamond that meets or exceeds each of the characteristics warranted.

To help ensure your precious diamond shines forever we offer to inspect and clean your diamond jewellery once a year free of charge. This complimentary service is offered over the lifetime of your purchase and not only ensures that your diamonds or gemstones are cleaned, but also include an inspection of the stones to ensure they are still secure in their settings. 

Any defect in the craftsmanship of our jewellery is fully covered for 2 years from the date of purchase. If a fault or a defect is found in the way our jewellery was crafted, we will correct the defect or exchange or remake the jewellery at no cost to you.

Please note our guarantee does not extend to loss or damage from accidents, unauthorised alterations, repairs and resizing, stones loosened by impact, knocks, chips or dents, erosion of rhodium plating, tarnishing and general wear and tear or by not following the care instructions.

No. you are automatically registered on completion of a sale. Please do however keep a copy of all documentation received at the time of sale as proof of purchase.

Quality and your satisfaction are really important to us, and our guarantee is our promise to you that we always pick our diamonds with precision and passion and our lifetime service warranty ensures our ongoing commitment to our customers.

Caring for your jewellery

Diamonds may be the hardest natural substance on earth, but they do require care and maintenance.
Follow our care guide for tips on how to care for your jewellery.

Get in touch with us to book an annual inspection. Items can be shipped to us via Royal Mail special delivery or bring them along to our main office. Shipping fees apply for returning items.

We are happy to clean your ring more than once a year for an additional fee of £45. Rhodium replating incurs additional charges.

If your item is damaged and requires repair, we will assess the damage and advise you on the costs to put it right.

We will happily offer you a free size adjustment on your ring purchase, as long as it is claimed within 14 days from the date of purchase. This guarantee does not apply to custom-made rings. A £30 charge applies outside of this period.

For plain bands or a non-diamond or non-gemstone set ring, a resizing of two sizes smaller or larger than the original size is possible. 

Diamond-set or gemstone-set engagement rings (including custom-made rings) must be assessed in order to ensure whether they can be resized, as extensive resizing can result in damage to the setting.


We accept the following payment methods during checkout:

  • VISA debit and VISA credit cards
  • Mastercard and Maestro
  • American Express

We also accept bank transfer by arrangement.

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