Each piece is made to order. Please allow approximately 6–8 weeks for your piece to be made before shipment.

Shipping

Orders are shipped fully insured with tracking and require a signature upon delivery.

If a shipment is lost or damaged in transit, please contact me so I can investigate the shipment and, where appropriate, open a claim with the carrier.

If tracking shows a package as delivered but you cannot locate it, please contact me promptly so the delivery can be investigated.

Delivery estimates do not include delays caused by customs, carriers, severe weather, or other circumstances outside my reasonable control.International Orders

International orders may be subject to customs duties, import taxes, VAT, tariffs, brokerage fees, or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer and are not included in the product or shipping price.

You are responsible for ensuring that the jewelry you order may legally be imported into your destination country. International delivery times may be affected by customs processing.

Returns

Returns are accepted within 14 days of delivery. To request a return, contact hello@gemlost.com within 14 days of the date tracking shows the order was delivered.

Pieces may be tried on for fit but must be returned in their original condition, without scratches, damage, alterations, or signs of extended wear.

Return shipping and insurance are the responsibility of the customer unless the piece arrived damaged, defective, or incorrect. Because GemLost jewelry is valuable, returned pieces should be appropriately packaged, tracked, and fully insured. I am not responsible for return shipments that are lost or damaged before they are received by me, except where applicable law provides otherwise.

Original shipping charges and any customs duties, taxes, tariffs, brokerage fees, or other import charges are non-refundable except where required by law.

Custom, personalized, or altered pieces are final sale except where required by law.

Nothing in this policy limits any rights or remedies you may have under applicable consumer protection law.

Refunds

Once an eligible return has been received and inspected, I will notify you of its status. Approved refunds will be issued to the original payment method.

Processing times after a refund is issued may vary depending on your bank or payment provider.

Damaged, Defective, or Incorrect Orders

Please inspect your order when it arrives.

If your piece arrives damaged, defective, or different from what you ordered, contact hello@gemlost.com as soon as possible with your order number and photographs of the piece and packaging so I can investigate and resolve the issue.

Payment Disputes

If you believe there is a problem with a charge or an order, please contact hello@gemlost.com so I can investigate and attempt to resolve the issue.