You can add to your order from any of our websites, or by calling our Help Team or Q-Buster service, for the rest of the day on which you started your order (so if you start your order on a Saturday morning, for example, you can add to it throughout Saturday) – and no matter how much you add you will only pay one delivery charge. Items ordered on different days will be on different orders, each with their own delivery charge.

You can add to your order throughout the day that you started it.

For all other order amendments, please contact our Help Team who will assist you in modifying your order if it is possible to do so.

To view the status of your order online, please click on "My Account" in top navigation bar of this website. If "My Account" does not appear, you will need to click on "Login/Register" and log in to your account first. You can then click on the "My Orders" tab at the bottom of the page to see your order history, including the order status.

When you view your order history you will be able to see the current status of your order. These statuses are:

Status	Description
Order placed	Your order has been placed on our system.
Security checks	Your security is extremely important to us, so we undertake various random checks on orders to verify that the details we have our valid. Do not worry if your order has this status, if we cannot validate your details our Help Team will get in touch.
Ready for picking	We have processed our security checks and obtained a pre-authorisation and your order is now waiting to be picked.
Pick in progress	Our Warehouse Team have begun picking your jewellery from our jewellery vault.
Ready for packing	After picking, we have verified that all your items are available and have passed your order to be packed.
Order dispatched	Your order has been collected by our courier and is now on its way to you.
Partially picked	Unfortunately, we have found that one or more items from your order are not available. Our Help Team will be in touch to discuss this with you.
Manually held	The order has been held until a future date, usually at your request.
Payment error	We have been unable to obtain payment for the order and will contact you for alternative payment details.
Cancelled	Your order has been cancelled, either at your request or, for example, where we have been unable to obtain payment after contacting you for alternative payment details.

We will not charge your credit or debit card until your order has been picked by our warehouse and is ready to be packed. On the day that we estimate that we will dispatch your order, we will ask your card issuing bank for a "pre-authorisation" for the value of the order. This confirms that the card details are correct and that funds are available for the order value and reserves that amount.

Once we have confirmed that all the items are available for your order and started to pack it, we will then charge your card for the order value.

All items come with a free on-line authenticity certificate, which you can access from your order history and either save to your computer or print out for your records.

On the product page for each loose gemstone, you will see whether this comes with our Silver, Gold or Platinum packaging. With Silver, you get an online authenticity certificate, with Gold you get our special GemCollector stickers and peel-out authenticity card and with Platinum you get all this plus an independently verified certificate. .

For all gemstones items, you can upgrade to a plastic authenticity certificate by paying an extra £1 per item – either online or by speaking to our Help Team. For every authenticity card upgrade, we donate 50p to the charity Earthwatch.

We will usually display your name on the plastic authenticity cards, but if the item is a gift then you are able to change the name that will be displayed on the card during the checkout process or when speaking to the Help Team.

We offer two delivery services in the UK: Standard & Premium.

Standard delivery is usually delivered by Royal Mail and should arrive 4-6 working days after the order is placed. Based on the size and value of your order, we may choose to dispatch it by a different method.

Premium delivery orders are delivered by our courier, DPD. Deliveries and should arrive within 2-3 working days after the order is placed. Deliveries to some outlying areas may take longer.

At the moment, we only deliver to the UK. Keep checking back, as we are currently working on our systems to allow international deliveries and hope to be able to do this soon.

When we dispatch your order we will send you an email letting you know it has been dispatched and giving you an estimate of when it should arrive. If tracking information is available, we will give you a link to enable you to track your parcel.

For Premium delivery, if you tell us your mobile number when placing your order, DPD will send you a text message on the morning that your parcel will be delivered, giving you a one-hour time estimate for when your parcel will arrive.

For orders up to the value of £250 delivered by Royal Mail, they will try and post the parcel through your letterbox if possible, or will leave it in a safe place if one has been indicated in the delivery instructions on your order. Otherwise, if your parcel is delivered by Royal Mail, they will leave a card enabling you to arrange re-delivery or collect from your local delivery office.

For orders delivered by DPD, they will either leave it in the place outlined in the delivery instructions on your order or attempt to deliver your parcel to a neighbour and leave you a note to tell you where it has been delivered to. If it is not possible to deliver to a neighbour, they will leave a card to let you know they have been and will attempt delivery the following day. The card that they leave you will give you details so that you can contact them to arrange another day.

Absolutely! Whenever you buy jewellery from us you have the benefit of our "No Quibble" 30 day guarantee, which starts on the day you receive your jewellery. If for any reason you are not satisfied with a piece of jewellery, just complete the returns form in the newsletter enclosed with your jewellery and send the item back to us for a full refund of the item price.

If you jewellery becomes faulty within 30 days of receipt, you will be offered the choice of a refund or, if stock is still available of that particular piece, a replacement.

We promise to process your return within 30 days of receiving it. However, most of the time we process returns much quicker than this and aim to process them within 7 - 10 days.

On your dispatch note you will find a returns sticker with a barcode of your order number. If you make sure to stick this barcode on the outside of your returns parcel, we will scan the parcel when it arrives in our warehouse and send you an email letting you know we have received it and giving you an update on approximately how long returns are taking to process at that time.

To view the status of your order online, please click on "My Account" in the top navigation bar of this website. If "My Account" does not appear, you will need to click on "Login/Register" and log in to your account first.

You can then click on the "My Orders" tab at the bottom of the page to see your order history. If you click on a “View” button for a specific order number, you will see further details of that order and can even click on the “Download your Authenticity Certificate” to download an authenticity certificate for that item. If you click the item photo it will take you back to the product page for the items on the order.

To access your online authenticity certificate, go to your “My Orders” tab in the “My Account” section of this website and then click on the “Download your Authenticity Certificate” link that relates to the item you wish to obtain a certificate for. You will now be prompted to either open the file or save it to your computer.

You can only access certificates for orders that have been dispatched – if your order has not yet been dispatched, the “Download your Authenticity Certificate” link will not appear.

Absolutely, you can see all your orders online. If you cannot, it may be that we have multiple accounts on our system for you. Our Help Team will be able to merge these accounts for you so that you can see the orders from all of them online.

If you have only ordered on the phone before you can set your account up to be accessed online by clicking on "Login/Register" and then “I have bought before on the phone & would like to use my same Account details”. You will need to enter an Order Number from a recent purchase, the last four digits of the credit card used for that order, an email address and a password. If you are having problem finding your Order Number ? Call our Help Team 0845 6588 663.

Adding or removing a credit card from your account is a quick and easy process. Please click on "My Account" in the top navigation bar of this website. If "My Account" does not appear, you will need to click on "Login/Register" and log in to your account first.

You can then click on the "My Payment Details" tab where you can “Add a new card”, “Delete Card” or “Update Card”. Each credit card must be assigned to an address in the “My Addresses” section of “My Account”. To add a new card registered to a different address, you may need to add a new delivery address first.

Adding or removing a delivery address from your account is a quick and easy process. Please click on "My Account" in the top navigation bar of this website. If "My Account" does not appear, you will need to click on "Login/Register" and log in to your account first.

You can then click on the "My Addresses" tab where you can “Add a new address”, “Delete Address” or “Update Address”. You can also select your default delivery address here for faster future checkout and leave any delivery notes for each address profile. Don’t forget to press the “Update Address” button when you have finished changing your delivery profile.

Changing your contact information on your account is a quick and easy process. Please click on "My Account" in the top navigation bar of this website. If "My Account" does not appear, you will need to click on "Login/Register" and log in to your account first.

You can then click on “My details” to change your contact details. Don’t forget to click “Save My Details” when you have finished.

Please click on "My Account" in the top navigation bar of this website. If "My Account" does not appear, you will need to click on "Login/Register" and log in to your account first. Then uncheck the “Display Name on TV?” option and click “Save My Details” when you have finished.

Changing the password on your account is a quick and easy process. Please click on "My Account" in the top navigation bar of this website. If "My Account" does not appear, you will need to click on "Login/Register" and log in to your account first.

You can then click on “My details” to change your password. You will need to enter your old password and your new password the password twice to confirm your change. Don’t forget to click “Save My Details” when you have finished.

If you have forgotten your password click on "Login/Register" and select the option “Forgotten Password?”. Enter your email address in the pop up and click “Submit”. We will then send via your email address you a new password you can use to log in.

Absolutely, to change your existing account so you can order over the internet click on "Login/Register" and then “I have bought before on the phone & would like to use my same Account details”. You will need to enter an Order Number from a recent purchase, the last four digits of the credit card used for that order, an email address and a password. If you are having problem finding your Order Number ? Call our Help Team 0845 6588 663.

As we are both the manufacturer and the retailer of most of the pieces of jewellery we auction, we cannot put an RRP on our items. Therefore we put an auction start price (or ASP) on our jewellery that we feel is reflective of the types of prices you may see similar pieces of jewellery sold in other retail environments.

At Gems TV, we keep our business efficient and work on small margins to try and bring you the very best price. We factor in the market price for precious metals and the current availability of gemstones – so our prices will change over time.

The samples that we use for our website photos and for inclusion in our TV shows are chosen at random from the stock available of the item and therefore should be a representative example of the item.

As we use genuine gemstones, which are a naturally occurring rather than man-made, there will always be some variance between items.

Also, many of our pieces of jewellery are hand-made which can lead to differences between individual items.

The carat weights and metal weights quoted in our design details are the average for the design and therefore will vary.

Where a ring is available in multiple sizes, the metal weight given is the average for that item across all the sizes.

Throughout the jewellery industry, many gemstones undergo some form of treatment to enhance their appearance or durability. Therefore you should assume that any gemstones you purchase from us are treated. For more details of typical treatments, please see the Treatments page on this website.

You can place as many items in your basket as you wish. We use the same basket for Gems TV, Jewellery Maker and Gem Collector so you may find items you have added to your basket from our other websites in your basket. If you do not wish to purchase an item in your basket you can either remove it by changing the quantity to zero or uncheck the “Checkout?” button (this will leave the item in your basket, but please note that the item is not reserved for you and the item may sell out and renoved automatically).

Items stay in your basket while there is still stock available of that particular item. If you have changed the quantity of an item stored in your basket, you will be advised of available quantity upon check out. Items added to your basket are still available for others to purchase, reservation of your item happens when you check out. Don’t forget you can order as many items as you like in any one day delivered to the same address for one P&P.

GemCollector has special shows on Gems TV Extra on Sky channel 656 at 6pm and 9pm.

We offer a lifetime lowest price guarantee: if you see the same item for sale on one of our channels or websites at a later date and notify us immediately, we will happily credit the difference to your account with us for you to use towards future purchases. This guarantee is for items purchased in our auctions only and does not apply where the subsequent sale is part of a clearance, or where it is the sale of seconds or ex-demo items.