Send-in terms

What you pay

A flat fee for each item, shown before you order, plus the delivery to send it back to you. Describing your design or adding a name is included. You pay the postage to get the item to us.

Posting your item to us

• Our address is in your order confirmation email. Put a note with your order number inside the parcel.
• The item is at your risk until it reaches us. Please use a tracked service and keep your proof of postage — we cannot trace a parcel we never received.
• Send only the item itself: no chargers, boxes, SIM cards or anything valuable.
• If your item has not reached us within 30 days of your order, we will get in touch. If it is not coming, we refund your order in full.

What we can gem

Hard, clean, dry items that gems will bond to: phone cases, bottles and tumblers, compact mirrors, glasses cases, plain charger plugs and similar. We cannot gem fabric, leather, soft silicone, anything electrical beyond a plain plug, anything heavier than 2 kg, or anything irreplaceable. Please do not send us something you could not bear to lose.

Genuine branded items that you own are fine for your own use. As with all our work, we will not add someone else's logo or artwork, or anything hateful or offensive.

If we cannot gem it

If your item turns out to be unsuitable once we see it, we will tell you, post it back untouched and refund the fee. The return delivery is not refunded, because we still have to pay to send it.

Timing

The making time shown when you order counts from the working day your item reaches us, not the day you pay. We email you when it arrives and again when it is posted back.

Cancelling

You can cancel for a full refund at any point before we start work. If we already have your item, we refund the fee and use the delivery you paid to post it back. Once gemming has started the work is made to your specification and cannot be undone, so it is exempt from the 14-day cancellation right — the same rule as our personalised items.

Care, and if something goes wrong

We treat your item as carefully as our own and carry out the work with reasonable care and skill, as the Consumer Rights Act 2015 requires. If we damage your item through our own fault, or the finished work is not as agreed, we will put it right, redo the work, or refund you — send us a photo and we will sort it. Gems are applied over your item's existing surface, so marks or wear already on it will still be there underneath, and adhesive cannot be removed without trace.

We post your item back using the delivery service you chose. If it is lost or damaged on the way back, tell us and we will pursue the carrier and refund what you paid us.

Your details

We use your address only to return your item, exactly as set out in our privacy policy.