Terms and Conditions - Fine Gems London

Welcome to Fine Gems London. These Terms and Conditions govern your use of our website and the purchase of our products. By accessing or using our website, you agree to comply with these terms. Please read them carefully.

1. General Information

Fine Gems London is an online store that sells natural and authentic quality gemstones. Our store is based in London.

2. Eligibility

To use our website, you must be at least 18 years old or have the consent of a parent or guardian. By making a purchase, you confirm that you meet this requirement.

3. Products and Descriptions

We strive to ensure that our product descriptions, images, and prices are accurate. However, we do not guarantee that product descriptions or other content on the website are always error-free. Colours and appearances may vary due to screen settings.

4. Pricing and Payments

All prices are listed in £GBP and are inclusive of applicable taxes, as specified.
Fine Gems London reserves the right to change prices at any time without prior notice.
Orders will only be processed upon successful payment confirmation.
Whilst our prices are competitive and a lot lower than other gemstone dealers, we don’t offer a price match guarantee.

5. Order Processing and Shipping

Once you have completed your online order, we will send an email confirmation containing details of your order. This confirmation does not act as acceptance of your order, as this is subject to the following:

The product is in stock and available for delivery
The information and pricing are accurate
Payment being authorised

Subject to the above conditions, we will dispatch your order.

Orders for loose gemstones are processed within 3 business days.

Bespoke or commissioned orders may take longer to dispatch, but the time duration will be quoted to you prior to you making the final payment for the jewellery setting.

Your order will be dispatched by Royal Mail Special Delivery Monday – Thursday and will arrive the next working day. A signature will be required upon receipt of the delivery. This excludes Saturdays and bank holidays. We do not offer a same-day delivery service, but if it is urgent, please contact us by email at info@finegemslondon.com or call us on 07301023608.

Customers are responsible for providing accurate shipping information. We are not responsible for lost or delayed orders due to incorrect addresses.

6. Returns and Refunds

We accept returns within 14 days of delivery, provided the gemstone is unused and in its original condition with all of the packaging, paperwork, and accessories.

It is the customer’s responsibility to request a return within the relevant time limits: For loose gemstones, the return/refund can be requested within 14 days beginning on the day after you received the Goods.

Goods/items returned are returned at the customer’s cost. This will include a deduction of the postage costs incurred on sending the items out to the customer. We do not accept any liability for loss/damage to items that are returned to us. It is advisable to obtain suitable insurance and tracking of the item being returned. Please note that, where you return goods to us, you are responsible for the cost of delivering them back to us. You will be responsible for the full cost of those goods if they are lost or stolen during their return journey to us, so we recommend that you use a tracked delivery service that is insured appropriately for the value of the goods.

Delivery fees incurred by the customer are to be paid by the customer.

To request a return/refund, you must inform us via email at info@finegemslondon.com within 14 days beginning on the day after you received the goods. Returns will not be accepted if written notice is received outside of these times.

Once the return has been authorised by Fine Gems London, you must also return the goods to us as soon as reasonably practical, but no longer than 14 days after receiving the items.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation or if the goods are damaged while they are in your possession, we have the right to reduce your refund by a sum appropriate to compensate us for the reduced value of the goods.

Refunds will be processed once the returned item is received and inspected.

We are unable to offer exchanges or refunds on bespoke items or special orders. Custom orders and engraved items are non-refundable. Any jewellery that has been created for you by setting a gemstone that you have purchased from us in a particular setting or design is bespoke/specially ordered and cannot be returned unless it is faulty or was supplied incorrectly.

Returns of faulty goods which you return to us within six months of delivery will be confirmed only where you have returned the item with its certificate, where applicable. The following costs will be for your account in relation to returned items:

Non-return of the certificate will be charged at £300 plus VAT for a replacement certificate.
If the item has, in our reasonable opinion, been worn and shows signs of general wear and tear, we will be entitled to reduce your refund by a value that represents the loss of value caused to the item by that wear and tear.
If the item has, in our reasonable opinion, been damaged by you in a way that is not the result of reasonable wear and tear, then we may decline to offer you a refund and will notify you of the cost of repairing the item.
If you wish to return a faulty item after six months have passed after delivery, the item must be provided unworn and free from wear and tear. In the event that such an item is not provided in its original condition, we reserve the right to refuse a refund and, instead, to quote you for the price of repairing the item.

Return of orders will be confirmed and accepted only where you have returned the item in its original condition, unworn and together with its original packaging and certificate, where applicable. Non-return of the certificate will be charged at £300 plus VAT for a replacement certificate, and you may be charged an additional replacement cost for packaging and any other collateral material. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or the original method of payment within 14 days.

Any items that are commissioned with any element of personalisation, engraving, or bespoke items or designs by or for the client are non-refundable.

For security reasons, we recommend that you do not use the name Fine Gems London anywhere on the packaging of your returned item because it includes the term “jewellers”. We will provide you with the details of the address to which the returned items should be sent.

7. Warranty and Authenticity

All our gemstones are verified for authenticity. Certificates of authenticity may be provided for specific items.

Fine Gems London items have a one-year warranty guaranteed against defects in manufacturing and workmanship. This warranty does not apply to items subjected to excessive wear, abuse or physical damage, whether accidental or otherwise. Upon acceptance of delivery, insurance and protection of merchandise becomes the sole responsibility of the customer, and Fine Gems London shall not be held liable for any loss, theft or resulting damages that may subsequently occur.

If the purchased jewellery has been in any way tampered with or altered by the customer, another jeweller or any other third party, the one-year warranty and the return policy will cease to apply, and the item becomes non-refundable and non-returnable.

8. Intellectual Property

All content on our website, including images, logos, and text, is the property of Fine Gems London and may not be used without permission.

9. Limitation of Liability

Fine Gems London is not liable for any indirect, incidental, or consequential damages arising from the use of our products or website.

10. Governing Law

These Terms and Conditions shall be governed by the laws of England.

11. Changes to Terms and Conditions

Fine Gems London reserves the right to modify these terms at any time. Changes will be effective immediately upon posting on the website.