Customer Care
Returns & Refunds
Last updated 15 October 2026
We want you to love what you buy. If a piece isn't right for you, you can return it.
30-day returns
You have 30 days from delivery to let us know you'd like to return an item. Email hello@gemworkers.com with your order number and we'll send you the return address and instructions. Please don't send items back without contacting us first.
Condition
Items must be returned in their original condition, unworn and unaltered, with their original packaging and any certificate or documents that came with them.
Items that can't be returned
- Custom orders (stones sourced or cut especially for you)
- Jewelry that has been resized or altered at your request
- Engraved or personalised items
Return shipping
Return shipping costs are paid by the buyer. We strongly recommend a tracked and insured service, as the item remains your responsibility until it reaches us.
Refunds
Once we've received and checked your return, we'll refund you within 14 days, to your original payment method. Your refund includes the original standard shipping cost.
Faulty or not as described
If an item arrives faulty, damaged, or not as described, we'll cover the return shipping and give you a full refund or replacement. Please email us with photos as soon as possible.
Your legal rights
This policy is in addition to, and does not affect, your statutory rights as a consumer.