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Refund policy

 

  1. General 

    You have the right to cancel and return your order within 14 days of receiving your parcel*. If anything is not to your satisfaction, please do not hesitate to email us at returns@gemmecollective.com as soon as possible.

    Always include your order number in any communication with us.

    Made to order and Customized items are not refundable

    *Items excluded from returns are those that have been modified or adjusted at the customer’s request.


  2. Exchanges

    All products* are non-exchangeable but can be returned. If you wish to exchange an item for a different size or colour, you must place a new order.

    *Items excluded from returns are those that have been modified or adjusted at the customer’s request.


  3. How to make a return:
    If the product(s) is within the requirements for a return, do as follows:

    1. Email us at returns@gemmecollective.com and include your order number. We would appreciate your feedback on why you are not satisfied with the product(s).
    2. Place the product(s) in the original shipping box or bag, or any other solid carton box or plastic bag.
    3. Include thee return form (if applicable) inside the box or bag.
    4. Close the box or bag and tape it securely.
    5. Affix the return label you received with the delivery (if applicable) on the package, covering the previous information.
    6. Return the package to your nearest delivery point.

  4. Return requirements

    Return the product(s) as soon as reasonably practicable, but no later than 14 days after receiving your parcel.

    When returning, we recommend that you pack the product(s) in the same way and use the same packaging as when you received them.

    Please note that you are responsible for the item until we have received it. Therefore, you should use a trackable shipping method and keep a copy of your shipping receipt for your records. Additionally, if applicable, clearly mark the package as “RETURN” on any customs paperwork and declare the correct value of the goods. Packages not marked this way or declared at zero value may experience delays or incur import duties.

    You are responsible for the shipping charges when returning products in accordance with your cancellation rights. We will not refund any additional duties, taxes, or charges that may be incurred in relation to a return.

    For more information regarding your right to cancel, please refer to section 8: Right of Cancellation and Returns.


  5. Refunds

    If you choose to cancel your order in accordance with the terms set forth in section 4. Return Requirements, we will issue a refund of the amount paid, excluding any shipping charges.

    We will process your refund as soon as possible, but no later than 14 days after receiving your parcel. The refund will be made using the same payment method you used for the purchase.

    If you have chosen an invoice via Klarna as your payment method and wish to withdraw only part of your order, please contact Klarna to put your invoice on hold. Once your partial withdrawal is accepted by us, a new invoice will be issued for the products you wish to keep. If you have already paid the invoice before your withdrawal, the amount corresponding to your withdrawal will be refunded.