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FAQs

Product Delivery & Returns

How Long does Delivery take?

Our items are usually dispatched within 5 working days and they arrive usually arrive within 2 - 3 weeks. This is due to the fact that we have to customise your product.

Can I Track my Order?

Unfortunately, we cannot offer this service at the moment because our courier does not provide us with a tracking number. We hope to resolve this matter as soon as possible so that all our customer are able to track their orders.

Entered the Wrong Shipping Information?

If you put the wrong shipping address you will need to email us within 24 hours of the purchase, to try and resolve the matter. Unfortunately, we can not 100% guarantee that it will change. We Highly Recommend that you review your order before confirming your purchase.

Do you accept Returns?

All of our sales are final, so we recommend that when you enter your information during checking out, go over it to see that it is correct. We do offer an exchange policy.

Our Exchange Policy

We have a 7-day exchange policy. If there are signs of rust or any sort of damage, You can send us back your product and once received, we will happily send over a new product free of charge. If an exchange is something you wish to proceed with, please email us with your order number and reason of exchange. Email: customgemsuk@gmail.com

Personalised Items 

There are numbers of way to write out the same word in Arabic so it make it hard for us to translate names from English. Hence, we recommend that you put your name in Arabic in the 'Special instructions for seller' box provided during checkout.

If there is no name given, we will have to cancel the order. If the name is given in English, we will attempt to translate it to Arabic, However if unable, we will have to cancel the order. 

If you receive your item and are not happy with the spelling, we will not offer any sort of refund or exchange.

If there are multiple products, simply put the product, color and length then the name.

Example: 

Personalised Arabic Necklace - 18cm,Rose Gold - اسمك

Personalised Arabic Bracelet - 7cm,Gold - اسمك