Refund policy

Last updated: September 24, 2026

Every GemShop piece is made to order, one by one, with the photo or text you send us. Because of that, our returns work differently from a regular store. This policy explains, clearly and in advance, what we can and cannot accept.

In short

  • Personalized pieces cannot be returned or exchanged for a change of mind.
  • If something is wrong on our side, our 60-Day Guarantee covers you: we remake and resend your piece at no cost, or refund you if a remake is not possible.
  • You can change or cancel your order within 24 hours, as long as production has not started.
  • Non-personalized items (such as the velvet gift box) can be returned within 14 days.

1. Personalized items

A piece made with your photo, name, word or Morse code message is unique to you. It cannot be resold, reused or given to another customer. For this reason, personalized items are not eligible for return, exchange or refund when the reason is:

  • a change of mind, or no longer needing the gift;
  • a photo, text, spelling, color, size or length chosen by the customer, reproduced as it was submitted;
  • the quality, lighting, resolution or framing of the photo supplied (a dark, blurry or low-resolution photo will look the same, or worse, in miniature);
  • the photo being small: your photo is a micro-image sealed inside the projection stone, seen by looking through the stone towards a light, by projecting it with a flashlight, or with a phone camera. It is not a printed photo visible from the outside;
  • slight differences in color, finish or size compared with on-screen images.

Please check your photo, text and options carefully before placing your order.

2. Our 60-Day Guarantee

Every order is covered by a 60-day guarantee against manufacturing defects, counted from the delivery date. This includes, for example:

  • the photo is missing, or cannot be seen through the stone;
  • the piece arrives broken or damaged;
  • you received a different item, photo, text or option from the one you ordered;
  • a clasp, chain, stone or setting fails under normal use.

What we do: we remake and resend your piece free of charge. If a remake is not possible, we issue a full refund of that item. In most cases we do not need the piece back. If we do ask for it, we will send you the return instructions and cover the return shipping.

How to claim: email support@gemshopco.com within 60 days of delivery with your order number and clear photos or a short video showing the problem (for a photo issue, a video looking through the stone). If an item arrives damaged or you receive the wrong item, please tell us within 14 days of delivery so that we can also file a claim with the carrier.

What the guarantee does not cover:

  • normal wear and tear, including gradual fading or scratching of the finish over time;
  • damage caused by accidents, knocks, pulling or snagging, misuse or improper storage;
  • damage caused by contact with water, sea water, chlorine, perfume, lotions, cleaning products or other chemicals;
  • repairs, resizing or alterations made by anyone other than GemShop;
  • loss or theft of the piece after delivery;
  • anything listed in section 1.

Care tip: remove your jewelry before swimming, showering, exercising or sleeping, and keep it away from perfume and chemicals.

3. Changes and cancellations

You can change your photo, text or options, or cancel your order, within 24 hours of placing it, as long as production has not started. Write to support@gemshopco.com as soon as possible. Once production has started, the order can no longer be changed or cancelled, because the piece is already being made for you.

If you chose to send your photo after checkout, production only starts once we receive it. If we do not receive a usable photo within 30 days of the order, we may cancel the order and refund it in full.

4. Non-personalized items

Non-personalized items (for example, the velvet gift box) can be returned within 14 days of delivery, unused and in their original packaging. Contact us first to receive the return instructions and address: we cannot accept parcels sent without prior agreement. Return shipping costs are paid by the customer. Items received free of charge as part of a promotion are not refundable; if you return the product that qualified for a free item, the free item must be returned too, or its regular price will be deducted from the refund.

5. Customers in the European Union, United Kingdom and Switzerland

Under Article 16(c) of Directive 2011/83/EU and the equivalent rules in the United Kingdom (Regulation 28 of the Consumer Contracts Regulations 2013), the 14-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized. You keep the right of withdrawal for non-personalized items, as described in section 4.

Nothing in this policy limits your statutory rights. If a product is faulty or does not conform to your order, you are entitled to the remedies provided by the law of your country, in addition to our 60-Day Guarantee.

6. Refunds

Approved refunds are issued to the original payment method within 10 business days. Your bank or card issuer may take a few extra days to show the amount. Refunds are made in the currency you paid in; we are not responsible for exchange-rate differences or fees charged by your bank. Shipping costs are not refundable, except where the refund is due to our error or where the law requires it.

7. Before opening a payment dispute

Please contact us first. Almost every issue is solved faster by email than through a bank or PayPal dispute, which can take weeks. If a dispute is opened, we will provide the payment provider with the order details, the personalization you submitted, our communications and the delivery tracking.

Contact

Email: support@gemshopco.com
Support hours: Monday to Friday, 8 AM to 8 PM (UTC)
GemShop LLC, 1209 Mountain Road Place NE, Albuquerque, NM 87110, United States. This is our company address, not a returns address: please do not send any item back without contacting us first.