Find answers to common questions about SECRETGEM jewellery, shipping, returns, and care.
Orders
How do I place an order?
Choose your piece, add it to your cart, and complete checkout. You will receive an email confirmation once your order is placed.
Can I change or cancel my order?
If your order has not yet been processed, contact us as soon as possible and we will do our best to assist.
How will I know my order has been confirmed?
You’ll receive an order confirmation email after checkout. Please check your inbox and spam folder if you do not see it.
Shipping
Do you offer free shipping?
Yes, we offer free shipping on orders over £50.
What is the shipping fee for smaller orders?
Orders under £50 are charged a flat shipping fee of £6.50.
How long does delivery take?
Delivery times may vary depending on your location and courier service. We always aim to dispatch orders as quickly as possible.
Returns
What is your return policy?
We offer a 30-day return policy on eligible items. Returns must be unused and in their original packaging.
Can I return an item if I change my mind?
Yes, change-of-mind returns may be accepted if they meet our return conditions. Return shipping costs for these items are the customer’s responsibility.
What if my item is defective or incorrect?
If your item arrives defective or incorrect, please contact us right away. In these cases, we will cover the return shipping cost.
Jewellery Care
Is your jewellery real sterling silver?
We offer sterling silver jewellery, with selected pieces tested to help confirm purity and quality.
Will sterling silver tarnish?
Sterling silver may naturally tarnish over time. Proper care and storage will help maintain its finish.
How should I care for my jewellery?
Keep your jewellery dry, avoid contact with perfumes, lotions, and water, and store it in a soft pouch or box when not in use.
Support
What if my parcel is delayed?
Please contact us and we will help check the status of your order.
What if my item arrives damaged?
Contact us with photos of the item and packaging, and we will assist you further.
How can I contact SECRETGEM?
Please use our contact page or customer support email for assistance.