Find answers to common questions about SECRETGEM jewellery, shipping, returns, and care.
Orders
How do I place an order?
Simply browse our collection, add your chosen items to the cart, and proceed to checkout. Once your payment is completed, your order will be processed within up to 2 business days.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at support@secretgem.co.uk or via WhatsApp.
Orders that have already been dispatched cannot be changed or cancelled.
How will I know my order has been confirmed?
You will receive an order confirmation email immediately after checkout.
If you don’t see it, please check your inbox and spam folder.
Shipping
Do you offer free shipping?
Yes — Free Express Shipping is available on orders £100 and over
What is the shipping fee for smaller orders?
For orders under £100, Express FedEx/DHL delivery is £12.99.
How long does delivery take?
After processing (up to 2 business days), Express delivery typically takes 3–5 business days.
Delivery times may vary depending on your location, customs processing, and the courier.
Returns
What is your return policy?
We offer a 30‑day return policy. Items must be unworn, unused, with tags, and in their original packaging.
To start a return, contact us at support@secretgem.co.uk.
Can I return an item if I change my mind?
Yes — change‑of‑mind returns are accepted within 30 days.
Customers are responsible for return shipping costs.
What if my item is defective or incorrect?
If your item arrives damaged, defective, or incorrect, contact us immediately.
SECRETGEM will cover return shipping costs for these cases.
Jewellery Care
Is your jewellery real sterling silver?
Selected SECRETGEM pieces are crafted from genuine 925 sterling silver (92.5% pure silver, 7.5% strengthening metals).
Product pages clearly list all materials used.
Will sterling silver tarnish?
Sterling silver may naturally develop tarnish over time — this is normal.
It can be easily removed with a soft polishing cloth.
How should I care for my jewellery?
Wipe your jewellery with a soft, dry cloth after each wear.
Avoid seawater, chlorine, heavy sweat, perfume, lotions, cosmetics, and harsh chemicals.
Store each piece separately in a cool, dry pouch or jewellery box.
Support
What if my parcel is delayed?
Delivery times are estimates and may vary due to courier delays, customs, or local conditions.
If your parcel is delayed, contact us and we will assist you with tracking updates.
What if my item arrives damaged?
Please inspect your order upon arrival.
If your item is damaged or incorrect, contact us immediately so we can resolve the issue.
How can I contact SECRETGEM?
You can reach us at support@secretgem.co.uk or via WhatsApp for assistance.
SECRETGEM operates as a fully online business; a return address will be provided once your return request is approved.