RETURNS

Want to send it back, we’ve got your back.

How do I return my order?

Easy. Here is how:

Find your order and click 'Initiate return'

Follow the simple steps in the portal

Drop off your return at a parcel shop

No account?

Head straight to the online return portal and fill in your order number and e-mail address manually. Use the same email address you used when placing your order.

PS: Your feedback is very welcome. Its our opportunity to keep improving. So bring it on!

What is your return policy?

Once your package has arrived, you have 30 days to return your Friendly Gem to us. Keep in mind the product needs to be:

Price difference due to ongoing promotions, can be compensated with a voucher.
By returning a product, you acknowledge that refunds (either partial or complete) may be refused if the returned item does not meet our specified terms and conditions.
Undamaged and unused.
Complete; with original packaging and certificate.

In the rare case your Friendly Gem arrived damaged, let us know immediately. We will set things straight.

Do I pay for the return shipments?

For some countries, exchanges may be free. However, return costs may vary by country and will be deducted from the refund amount, along with any applicable customs duties. Please refer to the table for more information on return costs by country.

*When returning multiple items, we charge a €1 handling fee for each additional item.

**If you have chosen Store Credit as the return method, this choice cannot be canceled or converted into a refund afterward.

Sad: I have returned my Friendly Gem. What happens next?

We will write you as soon as we’ve received your package. If your Friendly Gem is in good condition (if not, we’ll give you a call) we get you your cash back ASAP. We aim to refund the purchase amount within 5 business days. The refund will be processed through the same payment method as you had used to pay for the product. We hope to see you again at Friendly Gem in the future.