Lost Or Damage Packages Policy
In the event a parcel is received with damaged packaging, do not accept the package! Refuse delivery, make a report with the courier, and contact us immediately!
If you have already signed for or received a damaged parcel, please do not open the package right away. Take several photos of the exterior and then send them to us by email at info@londongemstones.com
This will allow us to assist you with either returning the items for exchange or refund, or we can help decide whether to open the parcel while providing evidence of the condition of the product. In most cases, the items are very well-packed and remain undamaged.
We do allow 7-14 days’ shipping times for most deliveries, as this is the typical delivery timeframe, but shipping times can vary for every country. If you do not receive your standard economy airmail order within 30 working days, please contact us so that we can open a claim with the post office or the courier service. Should the claim result in a confirmation of loss, we are more than happy to offer full refunds or replacement items if available.
Claims take 7-14 days to process through local post offices as our post office must communicate with your post office. We insure all registered mail parcels for up to £50.00. Please note that if your country is listed as one for which we allow 30-60 days during or after the purchase, we cannot offer replacements or refunds until after 60 days have passed.
Orders placed outside of the United Kingdom:
In many countries, declared shipments may be subject to customs fees and taxes.
Customers/buyers are responsible for any customs fees, taxes and duties owed. Returns made due to the afore mentioned cannot be authorized.
Please see check to see if your country is affected by customs taxes or fees.
More Questions? Please contact us.
