Shipping policy
Last updated: September 24, 2026
1. Processing time
Every piece is made to order with your photo or text. Orders are usually dispatched within 24 to 48 hours after we receive your order and your photo, and normally within 3 business days. During peak periods (such as Black Friday, Christmas, Valentine’s Day or Mother’s Day) this can take up to 5 business days. If you chose to send your photo after checkout, processing starts on the day we receive it.
2. Delivery time
We ship worldwide. Delivery usually takes 6 to 14 business days after dispatch, depending on the destination. Business days do not include weekends or public holidays. Remote areas, islands and some countries can take longer.
Delivery times are estimates provided by the carriers, not guaranteed dates. Delays caused by carriers, customs, weather, strikes, peak seasons or other events outside our control do not entitle you to cancel a personalized order, but we will always help you follow up with the carrier.
3. Shipping costs
Standard shipping has a flat fee, shown in your cart and at checkout before you pay. Shipping is free when:
- your order contains 2 or more items (the velvet gift box counts as an item); or
- your order reaches the free-shipping amount shown in your cart (€49 or the equivalent in your currency).
The shipping conditions shown at checkout on the day of your order are the ones that apply.
4. Order tracking
As soon as your order ships, you will receive an email with your tracking number. You can follow your parcel on our Track Your Order page. Tracking can take 2 to 5 business days to show its first updates after dispatch, and some countries only show updates when the parcel arrives locally.
5. Customs, duties and taxes
Some countries charge import duties, taxes or handling fees that are not collected at checkout. When this happens, they are paid by the recipient and are not refundable by GemShop. If a parcel is refused or not collected because of these charges, we cannot refund the personalized items in the order.
6. Your shipping address
Please check your address, apartment number, postal code and phone number before completing checkout. You can ask us to correct your address within 24 hours of placing the order. We cannot change the address or redirect a parcel once it has been dispatched.
GemShop is not responsible for parcels that are lost, delayed or delivered to the wrong place because of an incorrect or incomplete address provided by the customer. If a parcel is returned to us because the address was incorrect, or because it was not collected from the post office or pickup point, we will contact you: we can reship it once you pay the new shipping cost.
7. Parcel marked as delivered but not received
Please first check with neighbors, your building reception, your mailbox and the local post office, as carriers sometimes leave parcels in a safe place or with a neighbor. If you still cannot find it, contact us within 14 days of the delivery date shown on the tracking. We will open an investigation with the carrier. When the carrier confirms delivery to the address you provided, the parcel is considered delivered, except where the law of your country provides otherwise.
8. Lost parcels
A parcel is considered lost when its tracking shows no update for 15 business days, or when it has not been delivered 30 business days after dispatch. In that case, contact us with your order number: once the carrier investigation confirms the loss, or the deadline has passed, we will remake and resend your piece free of charge. If a new shipment is not possible, we will refund you.
9. Damaged parcels
If your parcel or piece arrives damaged, email us within 14 days of delivery with your order number and photos of the packaging and of the piece. We will remake and resend it free of charge, as described in our Refund Policy.
Contact
Email: support@gemshopco.com
Support hours: Monday to Friday, 8 AM to 8 PM (UTC).