Refund policy

Fair, friendly, and straightforward.

Every piece at Georgie’s Gem Studio is handmade with care. If something isn’t quite right, we’ll always do our best to help.

Summary at a Glance

  • 14‑day return window (worldwide)
  • Earrings, custom, and made‑to‑order items are non‑returnable unless faulty
  • Buyer pays return postage unless the item is faulty
  • Refunds to original payment method only
  • No exchanges
  • EU customers have a statutory 14‑day Right of Withdrawal

Return Window

You can request a return for unworn, unused items within 14 days of delivery. To be eligible, items must be:

  • in their original condition
  • with all packaging and boxes included
  • free from wear, damage, or alteration

Non‑Returnable Items

For hygiene and customisation reasons, the following cannot be returned unless faulty on arrival:

  • Earrings
  • Custom or personalised pieces
  • Made‑to‑order items

We also do not accept gift returns. The original purchaser must initiate any return.

How to Start a Return

To begin a return, please Contact Us with:

  • your order number
  • the item you’d like to return
  • the reason for the return

If your item arrived damaged or faulty, please include a clear photo of the issue when you contact us.

Once we’ve confirmed your return is eligible, we’ll provide the return address and next steps.

Return Postage

  • For change‑of‑mind returns, buyers are responsible for return postage.
  • For faulty or incorrect items, we will refund your return postage once the item has been received and assessed.

Please keep your proof of postage until we confirm your refund.

Refunds

Once your return is received and inspected, we’ll email you to confirm approval.

Refunds are:

  • issued to the original payment method only
  • processed within 5–10 business days after approval
  • for the item cost only (shipping fees are non‑refundable unless the item was faulty)

Please note: we cannot issue refunds to alternative cards, accounts, or gift recipients.

Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us as soon as possible with photos of the issue. For EU and international customers, there is a 7‑day window for reporting transit damage, but please contact us promptly so we can help.

We will:

  • replace the item where possible with a similar item, or
  • offer a refund if the item cannot be replaced

Return postage for faulty items will be refunded once the item is received and confirmed.

Please note: natural gemstone variations (colour, pattern, inclusions) are not considered faults - they’re part of what makes each piece unique.

Exchanges

We do not offer exchanges. Every piece is one‑of‑a‑kind, so the best way to swap an item is to return it (if eligible) and place a new order.

EU Right of Withdrawal

EU customers have a statutory 14‑day right to withdraw from their purchase.

To withdraw, you must notify us within 14 days of delivery with:

  • your order number
  • a clear statement that you wish to cancel

You then have a further 14 days to return the item.

We will refund:

  • the full cost of the item, plus
  • the original outbound shipping cost

Refunds are issued within 14 days of receiving your return and to the original payment method only.

Return postage is the buyer’s responsibility unless the item is faulty or incorrect.

International Returns

We accept international returns. Buyers are responsible for return postage.

Please note:

  • Customs duties and import taxes are non‑refundable, as they are paid to your local authority.
  • We cannot reimburse customs fees or delays caused by customs processing.