Terms of service

Last updated: 1 November 2026

About us

This website is operated by Gemz By Emz.

Correspondence address: Office 1020, 321–323 High Road, Chadwell Heath RM6 6AX
Email: info@gemzbyemz.co.uk
Telephone: 0203 488 7837

These terms apply to consumer purchases through our website. Please read them alongside our Delivery Information, Returns & Refunds and Privacy Policy pages.

Ordering and payment

Choose your product, options and personalisation, add it to your basket and check your details before paying. Orders are placed in English.

Your order is an offer to purchase. Our initial acknowledgement confirms receipt; we accept your order when we confirm dispatch, unless we expressly accept it earlier.

If we cannot accept an order, we will explain why and refund any payment taken. Reasons may include unavailable stock, an unresolved pricing error or personalisation we cannot produce.

Payment methods and the total payable are shown at checkout. Production requires payment and all necessary personalisation details. Any instalment arrangement is subject to the payment provider’s terms.

Prices and availability

Prices, applicable taxes and delivery charges are shown before payment. Personalisation and other selected extras may affect the total.

We may change prices for future orders. We will not increase an agreed price without your consent. If we discover a pricing error before accepting your order, we will offer the correct price or cancellation with a refund.

If an item is unavailable, we will contact you. We will not substitute a different product without your agreement.

Discounts are subject to their stated eligibility, expiry and combination rules.

Product descriptions and engraving

We take reasonable care to describe products accurately. Screen settings and lighting may affect how colours and finishes appear. Measurements described as approximate may vary slightly; products must still match their description.

Photo engraving is engraved into metal, not printed in colour. Its appearance changes with lighting and viewing angle. Digital previews illustrate layout and cropping but cannot reproduce the exact reflection of finished metal.

Personalisation and supplied files

Check spelling, dates, selected options and uploaded files before ordering. Upload files on the product page or email them with your order number.

Please supply the clearest available image. Contact us for a suitability check if unsure. Missing information or requests for clarification may delay production.

We may crop or prepare files to suit engraving. Where a material change to your requested layout is needed, we will seek your agreement.

Please ensure you have appropriate permission to reproduce supplied material. We use it to fulfil your request; promotional use requires separate permission.

If we make an error or supply an item that is faulty or not as described, your statutory rights apply. Correcting inaccurate details supplied by you may involve an agreed additional charge.

Production and delivery

Our usual production time is up to 3 working days after payment and receipt of all required information. Working days exclude weekends and bank holidays. Delivery time is additional.

UK mainland orders receive free Royal Mail Tracked 24 delivery. This has a delivery aim, not a guaranteed arrival date. Special Delivery upgrades are subject to Royal Mail’s service conditions and do not shorten production time.

Contact us before ordering if a delivery deadline is essential. Overseas charges and available destinations are shown at checkout. Import charges may be payable where not collected at checkout.

We remain responsible for delivery where we arrange the carrier. Contact us about delayed or missing parcels; your rights are not conditional on our carrier compensation claim.

Check your address carefully and report errors promptly. Additional costs caused by incorrect details will be discussed with you.

Cancellation and returns

Personalised goods are excluded from the usual change-of-mind cancellation right. Contact us immediately about requested changes or cancellation; we will confirm whether we can accommodate them.

For eligible non-personalised goods, notify us of cancellation within 14 days after delivery, then return them within a further 14 days. You pay change-of-mind return postage.

We refund within 14 days of receiving the goods or evidence of return, whichever is earlier. For cancellation of the whole eligible order, standard outbound delivery charges are refunded; upgraded delivery supplements need not be.

Handling beyond what is necessary to inspect goods may justify a deduction for diminished value.

Faulty, damaged, incorrect or misdescribed goods retain statutory protection, including personalised goods. Contact us to arrange an appropriate remedy. We cover reasonable return costs where required.

See our Returns & Refunds page for full instructions.

Warranty and care

Our complimentary 12-month manufacturing warranty runs from delivery and covers defects in materials or workmanship.

It excludes loss, normal wear and damage caused by accidents, misuse, chemicals or third-party alterations, where these caused the problem. Chains and clasps are assessed individually.

Contact us with proof of purchase and details of the fault. Covered faults will be repaired or replaced without charge; if neither is possible, we will offer a refund. Reasonable return costs are covered.

The warranty supplements your statutory rights, which may continue beyond 12 months.

Privacy, ownership and complaints

Our Privacy Policy explains personal information and tracking. Website content and designs belonging to us or our licensors must not be reproduced without permission except where law permits.

Contact us with complaints and your order number. We will investigate and seek a fair resolution.

Nothing in these terms limits statutory consumer rights or liability that cannot lawfully be excluded.

English law applies, without removing mandatory protections available in your country of residence. Consumers may bring proceedings in any court available under applicable law.

Updates apply to future purchases; the terms agreed when ordering govern your order.