Our returns policy is as stated below
Exercising your right to change your mind (Consumer Contracts Regulations 2013)
8.1) Under the Consumer Contracts Regulations 2013, you have the right to cancel this contract within 14 days without giving any reason (except in respect of items or products listed at clause 8.3).
8.2) Under the Consumer Contracts Regulations 2013, the cancellation period expires:
8.2.1) if the product is goods, after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods; and
8.2.2) if the product is services, after 14 days from the day on which the contract is entered into.
When you don’t have the right to change your mind
8.3) You do not have a right to change your mind in respect of:
8.3.1) Personalised Jewellery, custom designs or items made or ordered specifically to your requirements;
8.3.2) services (such as repair services), once these have been completed, even if the cancellation period is still running;
8.3.3) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or
8.3.4) any products which become mixed inseparably with other items after their delivery.
8.4) When you order Create Your Own products, you can change your mind for five days from the date of your order but not at any time thereafter.
8.5) Please note that our returns policy offered to UK customers is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. Our returns policy does not affect your legal rights in relation to faulty or mis-described products (see clause 10).
8.6) To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement, for example:
Phone or email
8.6.1) by calling customer services on 0748 510 6559 (calls may be charged at local rate and may be recorded) or emailing us at: info@idealgems.co.uk. You may inform over the phone and then fill the returns form provided below and either email it to us or send by post. Please provide your name, home address, details of the order and, where available, your phone number and email address; or
By post
8.6.2) by completing and printing the information in the table below and posting it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
Complete and return this form only if you wish to withdraw from the contract
To IDEALGEMS, 46 Cedar’s House, Engineers way, Wembley HA90FW. London.
Tel: 0748 510 6559; Email: info@idealgems.co.uk
I/We[*] hereby give notice that I/we[*]cancel, my/our[*] contract of sale of the following goods[*]/for the supply of the following service[*].
Item Numbers: ______________________________________________
Description: _________________________________________________
Ordered on_______________[*]/received on_______________[*].
Name of consumer[s].______________________________________
Address of consumer[s]
.__________________________________________________________________
__________________________________________________________________
Signature of consumer[s] ____________________ (only if this form is notified on paper)
Date: _____________
RETURNS AUTHORISATION ID: ___________________________________
[*] Delete as appropriate.

Click here Print & Download Return Note

8.7) To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
How to return an item
8.8) If you are eligible under this contract and within the 14-day timeframe to return goods, you may return goods by post at our registered address mentioned in the contact us section in the website. – please see the returns section of our website for further details of our returns/exchange process.
8.9) Products may only be returned so long as:
8.9.1) the product is returned in its original, unopened and undamaged packaging; and
8.9.2) valid proof of purchase is provided (receipt or invoice).
8.10) Please note that exchanges may only be made if authorised by us.

Effect of cancellation
8.11) If you cancel this contract, we will reimburse to you all payments received from you, excluding the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
8.12) We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
8.13) We will make reimbursement without undue delay, and not later than:
8.13.1) 14 days after the day we receive back from you any goods supplied;
8.13.2) We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back.
8.13) We will not bear the cost of returning the goods. The buyer will have to bear the cost of returning the goods.

How to tell us about problems
10.1) If you have any questions or complaints about the product, please contact us. You can telephone our customer service team on 0748 510 6559 (calls may be charged at local rate and may be recorded) or write to us:
by email: info@idealgems.co.uk
by post: To IDEALGEMS, 46 Cedar’s House, Engineers way, Wembley HA90FW. London.

Summary of your legal rights
10.2) We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.
10.3) If your product is goods, they must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
10.3.1) up to 14 days: if your goods are faulty, then you can get an immediate refund;
10.3.2) up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases; .
10.4) If your product is services, for example a repair or engraving service:
10.4.1) you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it;
10.4.2) if you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable; and
10.4.3) if you haven’t agreed a time beforehand, the service must be carried out within a reasonable time.

Your obligation to return rejected products
10.5 If you wish to exercise your legal rights to reject products, post them back to us. Please call customer services on 0748 510 6559 (calls may be charged at local rate and may be recorded) or email us at info@idealgems.co.uk for a return authorisation.