Shipping Policy
At Flame & Gem, we prioritize careful packaging and tracking for all items, ensuring a smooth delivery experience.
Please note the following important details for international orders:
- Additional duties, import taxes, or customs fees may apply upon delivery, regardless of the shipping option chosen. These fees are determined by customs officials and are difficult to estimate in advance.
- We cannot provide misleading information to customs officials, so please be aware of this possibility.
- Customs delays can occur and unfortunately, we cannot control or prevent these delays.
By understanding these factors, we can work together to ensure a seamless and transparent shipping process. If you have any questions or concerns, feel free to reach out to us!
Refunds and Returns Policy
We want you to be delighted with your purchase! If for any reason you're not, we offer a 30-day return policy.
Please note the following conditions:
- Items must be returned unused and in their original condition, including the jewellery box packaging.
- Custom ordered/specially made jewellery is exempt from this policy.
- A receipt or proof of purchase is required to complete your return.
- Postage costs for returns are the customer's responsibility, unless the item is deemed faulty (see below).
Faulty Items:
We will work with you to determine if an item is faulty. If so, we'll provide a return postage refund or replacement.
Refund Process:
1. We'll email you upon receiving your returned item.
2. We'll inspect the item and notify you of the refund approval or rejection.
3. If approved, your refund will be processed within two weeks (depending on your bank/payment method).
Please note that refunds will be issued to the original payment method.
We strive to make returns and refunds as smooth as possible. If you have any questions or concerns, please don't hesitate to contact us!
