At Asteria-Gems we always endeavour to give the best customer service possible.
In the very rare event you are not 100% happy with an item that you have purchased from us, then you are entitled to a full 14 day money back guarantee on all products with the exception of earrings.
How do I return an item to Asteria-Gems?
To return an item to us please follow the steps below:
Contact us at email@example.com and let us know that you would like to return your item and your reasons why.
Our Customer Services will then issue you with a unique return number, which should be used in all correspondence.
Your item will need to be packaged in its original box with all the documentation received. Failure to return the box or any documentation could result in a delay/deduction from your refund amount.
Please send the item back to us via a reputable postal service or courier company. You are responsible for the cost of postage and ensuring that the product is insured for the correct amount when sent back to us.
Asteria Gems will not accept any responsibility for any loss or damage while the item is in transit back to us.
Email us the date of postage along with any tracking numbers so we can track your parcel.
**Please refrain from addressing the parcel with the word ‘Gems’ being mentioned, due to security.
How long will my Return/Refund take?
Once we receive your returned item our Returns Department will check the item over before releasing it for a refund. If any item is found to have been worn, damaged, re-sized by another jeweller or it has been mishandled in anyway it will not be eligible for a refund.
If any items have missing gemstones or damage that the customer has no knowledge of then the item will not be accepted for a refund. Our Customer Service Team ensure all of our items are checked thoroughly before dispatch.
Once your return is approved please allow 8-10 working days for the funds to appear in your account.
If you are unsure whether your item falls under our 14 day money back guarantee then please contact us at firstname.lastname@example.org
Are there any items not covered under Asteria-Gems returns policy?
Bespoke items – Jewellery that has been specially commissioned for you will not be valid.
Engraved items – Any jewellery that had engraving carried out will be non-returnable.
Worn or Damaged Items – Any jewellery that has been clearly worn or has suffered damage whatever that maybe while in your possession.
Earrings – This is due to reasons of hygiene and does not affect your statutory rights.