Shipping policy

Every keepsake is personalised with care and presented in a complimentary Gemz By Emz gift box.

Production time

Please allow up to 3 working days for your jewellery or engraved item to be made and dispatched, once we have received your order and all required photographs, handwriting, prints and personalisation details.

Working days are Monday to Friday, excluding bank holidays. Delivery time is additional to production time.

If you need your order for a particular date, please email info@gemzbyemz.co.uk before ordering so we can confirm whether this is possible.

Free UK delivery

We offer free Royal Mail Tracked 24 delivery on UK mainland orders.

Royal Mail aims to deliver Tracked 24 parcels the next working day after dispatch. Please allow approximately 1–2 working days, although this is an estimate and is not guaranteed.

Special Delivery upgrade

You can upgrade to Royal Mail Special Delivery at checkout where available. The additional charge is shown before you complete your order.

This provides a guaranteed delivery service subject to Royal Mail’s applicable cut-off times, postcode exceptions and service conditions. Saturday delivery is only guaranteed where the appropriate Saturday service has been purchased.

Upgrading delivery does not shorten our production time. Please contact us before ordering if you have a deadline.

Sending your photographs and personalisation

Please upload the required files on the product page when ordering. Alternatively, email them to info@gemzbyemz.co.uk, including your order number.

We cannot begin making your item until we have everything needed. Missing information, unsuitable files or clarification requests may delay dispatch. If this happens, we will contact you.

Delivery addresses

Please check your delivery address carefully, including your postcode, before completing your order.

If you notice an error, contact us immediately. We will do our best to update your address before dispatch, but changes cannot be guaranteed once your parcel has been sent.

If an incorrect or incomplete address supplied at checkout causes a parcel to be returned, additional postage may be payable for redelivery. If a parcel cannot be recovered, we will discuss the circumstances and any applicable replacement costs with you. This does not affect your statutory rights.

Tracking your order

You will receive a dispatch confirmation with tracking information once your order has been sent.

Please use the tracking link to check your parcel’s progress and any delivery instructions from Royal Mail.

Delayed or missing parcels

If your parcel has not arrived within 3 working days of dispatch, please check its tracking and any attempted-delivery notification. Where appropriate, check with other members of your household or your nominated delivery location.

If you still cannot locate it, email info@gemzbyemz.co.uk with your name and order number. You do not need to wait for Royal Mail’s lost-parcel claim period before contacting us.

We will investigate with Royal Mail and arrange an appropriate resolution where required. Any investigation or compensation claim we make with Royal Mail does not replace or limit your statutory rights.

Weather, industrial action and busy periods can affect delivery. We will help with any affected order and keep you informed where possible.

You can check current disruption on the Royal Mail service updates page.

International delivery

International delivery charges are calculated at checkout for the destinations we currently serve. International engraved orders are sent via Royal Mail.

Delivery estimates vary by destination and are additional to production time. Customs processing and local delivery services may cause delays.

If your international parcel is delayed or missing, please contact info@gemzbyemz.co.uk with your order number so we can investigate and help resolve the issue.

Customs, duties and import taxes

Orders delivered outside the UK, including to EU countries, may be subject to import VAT, customs duties or handling fees.

Where these charges are not collected at checkout, the recipient may need to pay them before delivery. The amount depends on the destination’s rules and the order; not every parcel attracts the same charges.

Please check your destination’s import requirements before ordering. If you are unsure whether taxes or duties are included in your checkout total, contact us before purchasing.

Need help?

Email info@gemzbyemz.co.uk with any delivery questions. If you have already ordered, please include your order number so we can help.