Refunds & Exchanges
At The Real Gem, your satisfaction means everything to us. We want you to feel completely confident in your purchase. If for any reason you’re not entirely happy with your order, our flexible returns and exchange policies are here to help.
Returns Policy
We offer a 30-day return policy on all eligible jewellery. If you’d like to return an item, it must be sent back to us within 30 days of receiving your order.
- Items must be returned in the same condition they were received. Unworn, undamaged, and in their original packaging.
- All returns must be fully insured for the total value of the item during transit.
- We can arrange a pre-paid, insured postage label upon request (deducted from the final refund if used).
Important: For security reasons, do not under any circumstances write the words “diamonds,” “gems,” “jewellery,” or anything similar anywhere on the outside of your return package. This helps ensure your parcel remains secure and discreet during transit.
Once we receive and inspect your return, your refund will be processed using your original payment method. Please allow 3–5 working days for funds to appear in your account after confirmation.
Exchange Policy
We offer a 60-day exchange policy for eligible items. If you’d prefer a different size, metal, or gemstone, our team will gladly help arrange an exchange of equal or greater value.
To begin an exchange, please contact our customer service team with your order number, and we’ll provide full instructions and a returns label if required.
Bespoke, Made-to-Order, Engraved & Sized Pieces
As each bespoke, made-to-order, engraved, or custom-sized piece is crafted uniquely for you, these items are non-refundable and non-exchangeable.
However, we understand that circumstances may vary. In some cases, we may be able to offer an exchange or adjustment on a case-by-case basis. Please contact us at info@therealgem.com to discuss your specific situation, and we’ll do our best to assist.
Return Shipping & Insurance
All return parcels must be insured for the full retail value of the jewellery during transit. We recommend using Royal Mail Special Delivery for UK returns or DHL/FedEx for international orders.
If you’d prefer, we can generate a return label and arrange full insurance on your behalf, simply reach out to our team before sending your parcel.
How to Start a Return or Exchange
To start a return or exchange, please email our customer service team at info@therealgem.com with your order number and reason for return.
Our team will confirm eligibility and provide you with a returns form and, if needed, a pre-paid insured postage label. Please ensure that your item is packaged securely in its original box and that all documents are included.
Important: For security reasons, do not write the words “diamonds,” “gems,” “jewellery,” or anything similar anywhere on the outside of your package.
Once we receive and inspect your item, we’ll confirm your refund or arrange your exchange. Refunds are typically processed within 3–5 working days after confirmation.
If you have any questions or require urgent assistance, please don’t hesitate to contact us we’re always happy to help.
The Real Gem – Fine Jewellery, crafted and delivered with confidence.