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PLEASE NOTE WE DO NOT POST INTERNATIONALLY
Gems by Gemma Limited t/a the Gemma Collins Collection - Returns & Exchange Policy
Returns of items
Please follow the steps below to return your item, unless the item is faulty or damaged this should be done within 14 days from the date of delivery. In the event of a query please contact returns@gemmacollinsofficial.com
- Ensure the item is appropriately packed to ensure no damage occurs in transit.
- We would suggest that items are sent by a recorded service, if this is not possible you should obtain proof of purchase from a Post Office. Please ensure the correct postage is paid prior to returning the item.
- Unless the item is damaged or faulty the customer is responsible for the returns costs.
- All returns should be posted to:
Gemma Collins Official – Returns
Unit 6, Paslow Hall Farm Estate, King Street, Ongar, Essex, CM5 9QZ
Terms and Conditions of Returns & Exchanges
Please read these terms and conditions to ensure your returned item does not get refused and is processed as quickly as possible. If you have a query please contact returns@gemmacollinsofficial.com and we will respond as soon as possible.
- If products are not returned in an “as delivered” state (i.e. tags removed, make-up marks etc.) the return may not be accepted, or a charge may be levied to cover our additional costs.
- Due to hygiene restrictions we cannot accept returns for tanning products or eye lashes. Swimwear and bikini items will only be accepted if the hygiene strips are clearly in place and have not been tampered with.
- If a return is refused we will send the items back to you, however this will be at your own cost.
- Refunds will be processed within 30 days of being notified of the return. Exchanges will take up to fourteen days.
- If we are unable to exchange an item then we will offer a refund as per the procedures herewith.
- If an item is delivered to you damaged or faulty we will refund the item, delivery to you and the return postage. We would ask that all faulty returns are sent by recorded post and that you email us a copy of your receipt for reimbursement.
- We only accept exchanges on an item once. Except in exceptional circumstances these exchanges must be on the same product but a different size or colour can be requested.
- We cannot “mix and match” any two piece garments such as swimwear. Refunds and exchanges will only be given on return or the complete set.
- If an item is not received by us and you do not have proof of postage then we reserve the right to make you responsible for the original order value.
Gems by Gemma Limited t/a the Gemma Collins Collection - Delivery Policy
Our deliveries are normally made by Royal Mail or one of our other delivery partners. We will always try to honour the delivery dates shown on our website, however in unusual circumstances there may be a delay. We will always try to contact you as soon as we are aware of any delays that may affect your order.
Many of our orders will require a signature on delivery. If no one is available at the delivery address it may be left with a neighbour. A card will be left to advise this, or to confirm the parcel has been returned to a local depot. You can then contact the courier directly to arrange a convenient re-delivery.
Normal delivery times are two to four working days from the date the order was placed. We offer a next day tracked delivery service Monday to Thursday for orders placed before 13.00 at an additional charge. We cannot guarantee that orders placed between Friday and Sunday will arrive on the next day due to our own and Royal Mail’s working hours. Please note bank holidays are not counted as a “working day”.
Unfortunately we are currently unable to post internationally although we hope to post worldwide shortly – keep checking so you don’t miss any of our great styles or accessories!
