Shipping, Exchange, & Return Policy
Order Processing Time
All orders are processed within 3-4 business days after purchase.
A receipt will be sent to your email once the order is successfully paid and prepared.
Shipping Options within the U.S.
- Standard Shipping: Delivery time is 6-10 business days.
- Express Shipping: Delivery time is 3-4 business days.
Custom Orders
Once prepared, custom orders will be delivered within up to 14 business days.
Returns
Items can be returned within 14 days of receiving the order, as long as they are in new condition, unused, and in their original packaging.
Return Instructions
When returning an item, please include:
- The order number (found in the purchase confirmation email)
- The name of the item you wish to exchange for
- Your full name
- The shipping cost for exchanges will be covered by the customer.
- If a package is returned to us without a valid reason on the part of My Gems, the shipping cost will also be the customer’s responsibility.
Exchanges
Exchanges are allowed within 14 days of receiving the order. The item must be unused and in its original packaging.
Exchange Process
Exchanges must be accompanied by the original invoice and will only be accepted if the jewelry is in its original packaging and has not been used.
Non-Returnable Items
- Custom-made orders
- Used items
- Discounted or sale items (as per the promotion terms)
For any further inquiries, please contact our customer service.
Refunds
A refund will be issued once the returned item is received and inspected, according to the company’s policy. Return shipping costs are the customer’s responsibility unless the item was received damaged or incorrect.
Refund Process
The refund will be issued using the same payment method as the original transaction, after deducting 5% of the total order value or $35 USD, whichever is lower.
Shipping Fees
Shipping fees are non-refundable, as shipping services are provided by an external company.
Item Return & Credit
Returned items will be accepted only after My Gems verifies that the jewelry has not been used. Once approved, a store credit will be issued for the value of the returned item, redeemable on our website.
Item Availability
We cannot guarantee that the requested exchange item will be in stock at the time of the exchange.
If a customer places an order by mistake and the shipment has already been dispatched, the customer will bear the shipping costs.
Jewelry must be returned in its original My Gems packaging, securely wrapped. Returns can be made via home courier service with a tracking number to prevent damage. If the item is returned in any other manner than specified, we will not be responsible for lost or damaged items.
Exclusions
No exchanges or monetary refunds will be given for custom-made orders.
Cancellation Timeframe
An order can be canceled within 14 business days from the date of package receipt.
- Breakage or tearing
- Damage due to improper use or failure to follow care instructions
- Loss or theft of the jewelry or its components
- If your jewelry becomes damaged within the warranty period, please contact My Gems for repair assistance. The request must include your order number.
- Each case will be reviewed individually by My Gems.
- Repairs may take up to 30 business days to complete.
- For all repair inquiries, please contact My Gems’ Customer Service.