Refund policy

RETURN AND REFUND POLICY

Thank you for shopping with Gem N Glow.

RETURNS

You have the right to request a return within 14 calendar days of receiving your order, without providing a reason.

To request a return, contact us at nataligshop@gmail.com and include your order number. After notifying us, the item must be sent back within 14 calendar days.

RETURN ADDRESS

Gem N Glow
5 D. Blagoev Street
Entrance A, Apartment 16
8600 Yambol
Bulgaria

Please do not return an item without contacting us first. Returns sent cash on delivery will not be accepted.

RETURN CONDITIONS

Returned items should:

• Be unworn and unused beyond what is necessary to inspect them
• Be in their original condition
• Include all original parts and accessories
• Be returned in their original packaging where reasonably possible

You may be responsible for any reduction in the item’s value caused by handling beyond what is necessary to inspect its nature, characteristics and condition.

RETURN SHIPPING

Customers are responsible for return shipping costs when returning an unwanted item.

If an item arrives damaged, defective or incorrect, Gem N Glow will cover the reasonable return shipping costs.

We recommend using a tracked shipping service. Gem N Glow is not responsible for returned parcels that are lost before reaching us.

CUSTOM AND PERSONALISED ITEMS

Products made to the customer’s individual specifications or clearly personalised cannot be returned unless they arrive damaged, defective or incorrect.

A standard Gem N Glow design that is handmade after the order is placed, without individual customisation, remains eligible for return.

EARRINGS

For hygiene reasons, earrings supplied in sealed hygiene packaging cannot be returned after the hygiene seal has been removed.

This restriction does not apply if the earrings arrive damaged, defective or incorrect.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order after delivery.

If an item arrives damaged, defective or different from what you ordered, contact us at nataligshop@gmail.com and include:

• Your order number
• A description of the problem
• Clear photographs showing the item and packaging

We will arrange an appropriate solution in accordance with your statutory consumer rights.

REFUNDS

We will notify you after receiving and inspecting your returned item.

Approved refunds will be issued to the original payment method. The refund will include the item price and the cost of the least expensive standard delivery option offered for the order.

Additional costs resulting from choosing express or upgraded delivery are not refundable.

Refunds will be processed within 14 calendar days after we are informed of your decision to withdraw. We may withhold the refund until we receive the returned item or proof that it has been sent back.

Your bank or payment provider may require additional time to display the refund in your account.

EXCHANGES

Exchanges are handled individually. Please contact us before returning an item. In some cases, the quickest option is to return the original item and place a new order.

ORDER CANCELLATIONS

Orders may be cancelled within 24 hours of purchase, provided that production or dispatch has not already begun.

To request a cancellation, contact nataligshop@gmail.com and include your order number.

STATUTORY RIGHTS

This policy does not limit your statutory consumer rights regarding defective, damaged or non-conforming products.

MODEL WITHDRAWAL FORM

Complete and send this form only if you wish to withdraw from your purchase:

To: Gem N Glow, 5 D. Blagoev Street, Entrance A, Apartment 16, 8600 Yambol, Bulgaria
Email: nataligshop@gmail.com

I hereby give notice that I withdraw from my contract for the purchase of the following item(s):

Order number:
Item(s):
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Date:
Signature (only if submitted on paper):

CONTACT

Gem N Glow
Email: nataligshop@gmail.com
Return address: 5 D. Blagoev Street, Entrance A, Apartment 16, 8600 Yambol, Bulgaria