Refund policy
💖 Cancellation, Refund & Returns Policy
At Gems Hidden Gems, we always want your experience to feel special — but if something isn’t quite right, we’ve made our policies clear and simple below. ✨
🕊️ Your Right to Cancel
If you’re based in the UK or EU, you have the right to cancel your order under the Consumer Contracts Regulations 2013.
You can cancel your order within 14 days of receiving your items — no reason needed!
To cancel, please email support@gemshiddengems.com with your order number and let us know you’d like to cancel.
If your order hasn’t been dispatched yet, we’ll cancel and refund you straight away (including standard delivery costs).
If your order has already been shipped or delivered:
Let us know within 14 days of receiving it.
You’ll then have another 14 days to return your items.
Items must be unused, unopened and in their original packaging and condition.
Refunds are issued within 14 days of us receiving your return, to your original payment method.
Return postage is the buyer’s responsibility. We recommend using a tracked postal service for safety.
📦 Returns & Refunds
If your item arrives damaged, faulty or incorrect, please contact us within 5 days of delivery at support@gemshiddengems.com, including your order number and photos.
All returns must be approved before sending — unauthorised returns may not be accepted.
Return postage remains the buyer’s responsibility unless the item is damage, faulty or incorrect.
We recommend using a tracked postal service for safety.
Once your return is received and checked, refunds are processed within 5–7 working days.
🎁 Mystery & Lucky Bags
Our Mystery and Lucky Bags are all about surprise and fun! 🩷
Because they’re customised and random, they are final sale and non-returnable.
We always do our best to honour your preferences, so please message us before ordering if you have allergies or specific exclusions.
🚫 Items We Can’t Cancel or Refund
We can’t accept returns or cancellations for:
Custom-made or personalised items
Earrings (for hygiene reasons)
Lucky Bags or Mystery Boxes (once opened)
Sale or discounted items
If you have any questions or need help, please get in touch — we’re always happy to assist at support@gemshiddengems.com💎