Returns & Shipping Policy
All orders are shipped using USPS including insurance. Domestic shipping times range from 1 to 10 business days depending on arrival location. Please allow 2-3 days for shipment preparation. Some pieces require up to two weeks for production if they are made to order pieces. International orders are sent via USPS as well and range from $15-$85.
We accept returns for store credit and exchanges within 2 weeks of delivery date. All items are available for merchandise credit only. Full credit for item returned minus the shipping and handling fee. In cases where customers are exchanging items, customers are responsible for shipment cost both back and forth. Please email us your Order ID number to obtain a Return Authorization Number. No refund will be granted without a Return Authorization Number. Your refund amount will exclude shipping costs (with the exception of faulty items) which we deduct to cover the cost of our collection service.
Cancellations are accepted within 24 hours of purchase, several pieces are custom made, once production begins, they cannot be cancelled.
Outside the United States, customs duties and sales taxes (VAT charges) are non-refundable and not related to Gem & Blue they are separate charges from receiving country. However, you may be able to recover these by contacting your local customs bureau directly. Exchanges made to destinations outside of the US will be processed for customs clearance, any relevant import duty and tax charges will apply.
INTERNATIONAL ORDERS: Customer is responsible for duties and taxes assessed.
Each piece is hand made and therefore may be subject to slight differences. We stand behind every piece we create. If an item breaks due to our fault, we will gladly repair it. Most repairs will be covered within the first 3 months of purchase. Please email us at firstname.lastname@example.org to request a Repair Authorization (RA) Form prior to shipping any item to our showroom for repair. Please mail item back via a traceable carrier with the appropriate padding. We will need a tracking number to ensure product was sent for delivery back to our studio.