Returns Policy


Provided goods are returned as sold, you may return your Jacob’s Gems order within 7 days of receipt, in its original, pristine condition with absolutely no signs of wear. You have the right to cancel your order within a period that begins after you place your order and lasts for 7 days. If you wish exercise this option we will refund you the full value or your order within 30 days of cancellation. Unfortunately we will not be able to refund the cost of return postage to us. Please use Royal Mail’s special delivery postal service and ensure it’s been insured for the correct amount, and that you keep a receipt and details of your parcel.

Please see below for the correct address-

If you have ordered the wrong finger size and if we have already made the ring to the finger size you ordered there is a £30 charge to change the size, this price includes insured postage back to you.

If we have mistakenly made the wrong ring size for you, we will alter it free of charge. Alterations usually take 3 – 7 working days from when we receive them

For diamond/gemstone set rings that cannot be re-sized e.g. a full eternity ring, and has been ordered by the customer in the wrong size – there will be a 30% charge of the total ring price for restocking the item, if it’s not possible to be made to the correct size. To ensure this doesn’t happen, you would need to come in to Jacob’s Gems and have your finger measured by one of our trained staff. Where appropriate and if Jacob’s Gems receives notification from you that you wish to withdraw from the contract (in accordance with these terms), any sum debited from the customer to Jacob’s Gems in relation to your order will be re-credited to that customer as soon as possible and in any event within 30 days of your order provided that the goods you wish to return are received by Jacob’s Gems in the condition that they were in when delivered to you. You will be liable for any charges incurred in returning the goods to Jacob’s Gems, unless Jacob’s Gems are at fault with the order.

To return goods.-

Simply pack your jewellery in a suitable box or padded envelope to protect it during the posting. Jacob’s Gems cannot be held responsible for jewellery going missing or being damaged whilst being sent to us. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. If the jewellery is returned without being adequately packaged in its original jewellery box(es) or in any other such way as to make them liable to being damaged during posting, Jacob’s Gems deems that any damage that  has occurred to the jewellery will be seen to have not been returned in their original condition and Jacob’s Gems  can refuse any refund. Also please note clearly in writing in the package your reason for returning your jewellery. Please use Royal Mail’s special delivery postal service and ensure it’s been insured for the correct amount.

Please note that all jewellery returned will be closely checked by our experts to ensure it’s not been worn at all and it is as originally sent, by us to you, before a refund is processed.

Please omit the word ‘Gems’ on our address so as to avoid any unwanted attention.

We use a P.O.Box address for returns and all correspondence for staff safety and security of items sent to us.

To Return Jewellery Please Send to-

Jacob’s G.

P.O.Box 2464,



CF23 0DR.

With the invoice enclosed or a copy of it with your reason for sending it clearly stated.  When returning items you are strongly recommended to obtain proof of posting.