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Frequently Asked Questions

Why Gemmyo?

Who are you? Why is Gemmyo different from other jeweler's?

Gemmyo is the first custom jewelry brand. We are proud to offer a new concept in jewelry: create your own piece of jewelry by combining the stone of your choice with the precious metal of your choice. Our jewelry is always customizable thanks to our range of 15 stones and 6 precious metals so that you can be sure to receive a totally unique piece of jewelry.

Once your order is placed, your jewel is made in only 3 to 4 weeks, in our workshops located in France.

Our goal is to allow you to find or create the jewel of your dreams: thus our extremely broad catalog will certainly allow you to find the rare pearl! If not, don't hesitate to call us at +33 1 42 46 90 89, one of our jewelers or stylists will help you in your search!

If you would like to get to know us better, and find out more about how we work, click on "Our values". You will discover why helping others find the perfect piece of jewelry has become such an obsession at Gemmyo!

What do you mean by "all our models are customizable"?

Once you have found a model you like in our catalog, click on it. You will see that you have the possibility to modify its stone and metal, and even to add an engraving in some cases. The picture of the jewel is immediately updated, as well as the price, which allows you to make your choice according to your taste and your budget.

It's up to you to create the piece you like the most. We will make it for you with a "Joaillerie de France" quality guarantee in only 3 to 4 weeks. If our site does not offer the combination of stones you are looking for, do not hesitate to send us an email at hello@gemmyo.com or contact our customer service at +33 1 42 46 90 89. One of our jewelers or designers will help you create the jewel of your dreams!

Where is the jewelry made?

Made entirely in France, in our workshops which work for some of the best names in jewelry, our jewels are evidence of an uncompromising search for quality.

You will see on most of our jewels two hallmarks: the hallmark of our workshop, which certifies that we have made your jewel and that our quality charter is respected, but also a State hallmark, which attests to our French manufacture, and certifies that the gold, silver or platinum of your jewel is 750 thousandths, 925 thousandths or 950 thousandths. These can be placed inside or outside the jewel.

The State hallmark is, in accordance with the legislation in force, present on all gold coins over 3g and on all silver coins over 30g.

Do you have any boutiques?

We have several boutiques : two in Paris (in the 6th and the 17th), one in Brussels, one in Geneva, one in Lyon, Bordeaux, Aix-en-Provence and one in Toulouse which allow you to discover our creations in person.

In these boutiques, you can admire our jewelry, try on our models at an appointment and get to know our lovely team. If you would like to book an appointment or find out more, don't hesitate to call our customer service on 01 42 46 90 89. You can also make an appointment directly here : Gemmyo Boutiques

Can I buy jewelry in boutique?

It is totally possible to ask for a piece of jewelry in boutique, this one will then be created for you to measure in our workshops. Please note that it will not be possible for you to leave the stores directly with most of our jewelry. Only some of them are available in boutique. Most of our models " are delivered in 3 days " on our website.

To put you at ease, our guarantees, resizing and exchange guarantees also apply to any jewel tried on and purchased in one of our boutiques. You can do this by contacting our Customer Service, our boutiques can not directly take care of these services.

Do you offer discounts?

No. We decided to offer our customers fair prices, without the need for discounts. In this way, each Gemmyo customer knows that their jewelry is at the "right" price, and there won't be an unpleasant surprise to discover the same model at a discount a few weeks after purchase.

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Jewelry

Can I buy a piece of jewelry made to measure?

We are a young business working by hand to create beautiful jewelry. In the current state of our development, we have too many orders to systematically accept requests for custom manufacturing that are not based on one of our existing models.

If you would like to request a quote from our workshops, please contact our customer service department at +33 1 42 46 90 89 or by email at hello@gemmyo.com : our customer service department will forward your request to our workshops and tell you if we are able to make your jewelry and at what budget. Please note that requests for quotes are free and do not commit you to ordering your jewelry from Gemmyo.

Will my silver jewel tarnish?

Yes. Unfortunately after a certain period of time, any silver jewelry piece tarnishes. We apply a fine layer of rhodium (we use the term rhodium-plated) to our silver so it is more resistant over time. Nevertheless, eventually, it will still have a patina that is typical of all silver jewelry.

The time it takes for this patina to develop depends on many factors: the chemical reaction of the silver with your skin or the humidity level in the air, for example.

Luckily, there are many ways to clean silver jewelry. To know everything about the maintenance of metals, and jewelry in general, read the advice of our jewelry specialists, who will give you all the tips and tricks to wear your stones throughout your life!

What do I do if I don't know my ring size?

If you don't know your ring size, we have many solutions:

1 - When choosing a ring size, simply click on Receive a free ring sizer and fill in your details on our form and we will send you a ring within 48 hours... entirely at our expense ;-) ! Don't worry, it will be sent in an unmarked envelope so that you can receive it discreetly.

2 - You want to give a ring as a gift but keep it a surprise? Gemmyo has thought of everything! We can send you a paper ring sizer or give you other tips on how to discreetly find out someone's finger size. Just call us at +33 1 42 46 90 89 or send us an email at hello@gemmyo.com.

Don't worry, if you make a mistake in your ring size, it's not serious: contact us within 30 days of receiving your ring, and tell us the new size that suits you. We will explain to you how to send us back your jewel. Gemmyo offers you resizing of your order and takes care of the return and reshipment costs for the following countries: Metropolitan France & DOM TOM (Guadeloupe, Saint-Martin, Saint-Barthélémy, Martinique, French Guyana, Reunion, Mayotte, Saint Pierre and Miquelon), Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland.

However remember, Gemmyo offers only one resizing, so we advise you to be careful when selecting the size. Moreover, the time period for a resizing is 4 to 6 weeks. So make sure you work out your ring size! Once you've done this it will make the whole process run more smoothly and you will be able to select the perfect ring.

Do you offer all ring sizes?

Yes. At Gemmyo, we offer rings for all finger sizes: large and small. They are not all displayed on the site but as all our jewelry is custom-made, we cater for everyone's needs. If your size is not displayed on the site, do not hesitate to call us: +33 1 42 46 90 89.

Can I have my jewelry engraved?

Some jewelry can be engraved for 30 € only. Gemmyo indicates which products can be engraved; simply choose the text to be engraved and the calligraphic style you prefer. If you do not find an explanation on the product page of the jewel, contact us at +33 1 42 46 90 89 and one of our jewelry specialists will answer your question.

Rest assured, our returns, exchange and resizing conditions apply even to engraved jewelry!

Can I have a jewel repaired or resized that I didn't buy from Gemmyo?

No. To guarantee the quality of the products leaving our workshops, we do not rework jewels whose origin we do not know and whose stones have not been selected by Gemmyo.

Why do the prices of your jewelry vary?

Gemmyo does its very best to ensure that prices are fair as possible, while respecting our "French-style" quality standards. Our prices are therefore calculated to reflect manufacturing costs and changes in the precious stones and metals market. Our prices adjust to these changes. To ensure that this has as little impact as possible on your experience, Gemmyo is committed to transparency. We communicate in advance any price increases on our jewels.

Don't worry though, once your order is validated, the price of your jewel will not vary anymore! On the other hand, if you have only put your jewel in the shopping cart, the price may decrease or increase, so don't be surprised if the price of your jewel changes! If you have any questions, do not hesitate to contact our jewelers and consultants at +33 1 42 46 90 89.

Can I change the cord on my bracelet?

Yes, cord changes are possible and offered in all our boutiques, by appointment.

Our drawstring bracelets are meticulously designed with sliding knots for easy adaptation to your wrist. During your appointment in shop, our advisers will be on hand to change the cord and make sure it fits perfectly on your wrist.

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Delivery and returns

How much does delivery cost?

At Gemmyo we think that buying jewelry is always an event! Whether for you or as a present, we offer delivery to France (DOM TOM included) and the European Union. If you want your jewel to be shipped to another country do not hesitate to contact our customer service at +33 1 42 46 90 89 or by email: hello@gemmyo.com , we will help you to send your jewel where you want it!

How much does shipping cost outside of France?

1. Do you live in the European Union (including DOM TOM)? Simply enter your country in the delivery address, Gemmyo offers you free delivery! Please note, however, that in French overseas departments and territories, you may have to pay customs fees.

2. Do you live in Switzerland? Make sure you're on our Swiss portal, Gemmyo offers free delivery and customs clearance!

3. Do you live outside the European Union? Gemmyo can send you your jewelry but will charge you a small fee for delivery by courrier. The price of your purchase will then be calculated without taxes and you will become the importer of the item in the country you have chosen. To put it simply (and not in customs language!) you will have to pay the taxes and legal obligations of the country of delivery.

Unfortunately, it is difficult for us to inform you about the customs or VAT charges specific to each order because they vary greatly depending on the products and the countries. However, to make things easier for you and to help you send your jewelry wherever you want, our team of consultants will be happy to answer all your questions and to give you the price and the procedure to follow for your international delivery. Call us on +33 1 42 46 90 89.

I want to return my order. What do I do?

Even though all our pieces are made to measure for you, we offer you the possibility of returning your order in 30 days after receiving your package It couldn't be more simple : contact our team +33 1 42 46 90 89 and we will tell you how to proceed. We will provide you with the return slip to take care of the return costs provided that it is made from one of the following countries Metropolitan France & DOM TOM (Guadeloupe, Saint-Martin, Saint-Barthélémy, Martinique, French Guyana, Reunion, Mayotte, Saint Pierre and Miquelon), Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland. We will refund your purchase within 30 days.

The return conditions are as follows :

- The jewel is in perfect condition and has not been worn

- The jewel has not been previously sent back for resizing

- Your previous purchase has not been returned

- The jewel has been returned within 30 days after receipt by the customer, the postmark being proof

Note: the fact that your jewel is engraved does not affect the return, exchange or resizing of your jewel, you simply need to have respected the conditions listed above !

Also, please note that our returns policy does not apply to orders outside the European Union. The management and shipping of precious objects outside a customs union are particularly complex and costly. To make your experience perfect in every way, we prefer not to bother you with these administrative and logistical constraints.

If you have any question about our returns policy simply contact our customer service +33 1 42 46 90 89 and we'll be happy to answer your queries.

Can I receive my jewelry any earlier?

In order to respect all the stages of manufacture of your jewel and to guarantee you an optimal quality, we respect a manufacturing and delivery time of 3 to 4 weeks maximum.

Gift Certificate

If it is a gift and this delay is too long for you, Gemmyo has thought of everything! We can send you a certificate mentioning that a custom-made jewel is being created in our workshops. It's a nice touch and will allow you to have a little something to hand over on the big day. For more information, visit our page Gift certificate

Some of our jewelry is also available for sale directly in our various boutiques.

I would like to return a gift that was given to me. What should I do?

Are you unhappy with your gift? Don't worry ! Contact our customer service at +33 1 42 46 90 89 and we will organise an exchange ! Just make sure that this is done within 30 days of the buyer receiving the jewelry and that the jewelry is in perfect condition.

How long does it take to be reimbursed?

After receiving your package, we check the condition of your jewel and reimburse you after 30 days at the very latest.

Can I come and collect my Gemmyo jewelry in boutique once ready for delivery?

You can opt for collecting your order in boutique if you request it when ordering at the " Address and delivery method  " stage, by selecting the " Collect in boutique " method.

Collection is only possible by appointment; from Tuesday to Friday. For security reasons, your order will only be available in the boutique on the collection date agreed between you and our Gemmyo customer service. Gemmyo customer service will contact you as soon as the manufacture of your jewel is finished in order to fix a date.

All appointments made before 4.30pm Monday-Thursday will allow for next-day pickup at the Paris boutiques or after 3 to 4 business days at the Brussels, Geneva, Lyon, Bordeaux, Aix-en-Provence and Toulouse boutiques.

To know the steps to follow in order to return, exchange, repair or resize your jewelry, please refer to I want to return my order. What do I do? and to the After-sales service category.

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Stones

What is the quality of our stones?

At Gemmyo we only offer stones that we would like to wear ourselves. Therefore, we we select stones of excellent quality, well-cut and shiny. We take special care in finding stones and try to choose them with as few inclusions as possible.

In the case of fine stones (all the stones we offer, excluding diamond), there is no recognisable and reliable worldwide system. The spectrum of possible colours make a stone's quality very subjective. Would you prefer an aquamarine or intense blue, close to topaz, or a very light blue, like a lagoon? Everyone has their own preferences.

Moreover, some stones are hardly ever found in the form of perfectly transparent crystals. Emerald, for example, often contains inclusions that affect its transparency and can make it slightly cloudy. This is not serious: on the contrary, experts consider that these defects are the best mark of a natural stone.

Are your stones heated?

Today, the reality of the jewelry world is such that it is often difficult to know if a stone has been treated or if it is perfectly natural. When buying fine coloured stones, it is nevertheless necessary to accept the idea that most of the stones have been treated by conventional methods such as heat treatment. Some varieties of stones are almost always treated: so is the case of tanzanites and blue topaz, for example. This doesn't mean at all that they are of any less value, its just the reality of the gemstone industry! Gemmyo does not use stones treated with unconventional technologies such as laser, irradiation or diffusion.

Are your stones natural?

100% of Gemmyo stones are natural stones, selected one by one by our specialists. Our quality control is very strict and less than 50% of the stones we examine are selected and retained by our team to be used on your jewelry.

Do your stones come from ethically certified mines?

It is very difficult today to precisely define the origin of a stone and the conditions under which it was extracted. At Gemmyo, we are constantly looking for new suppliers to ensure that our stones are of the highest quality and from ethical mines.

Moreover, we are in close contact with our lapidaires, and we regularly check that our stones are cut in optimum conditions, both in social and environmental terms. Our gemstones supply manager follows each order personally and regularly visits the cutting workshops we work with. This interaction with lapidaries not only guarantees you stones with an impeccable finish, but also a production process that we control.

Finally, note that our diamond jewelry are, when over 0.3K, delivered with a certificate of authenticity. The diamond merchants we work with are signatories of the Kimberley, pledging to only cut and resell diamonds that do not come from conflict zones.

Can I choose my stone?

Exclusively in boutique: You can come and select which sapphire or emerald you would like to adorn your jewelry. For sapphires, whether it's Ceylan or Thailand, light or stronger, you can select the gemstone of your dreams!

If you order directly on our website, you can contact us after your order to explain in more detail the shade you desire for your stone. Our gemmologists will then select the stone closest to your expectations.

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After sales service

What should I do if my ring is the wrong size?

Do you live in the European Union (including DOM TOM)? Gemmyo offers you the possibility of free resizing if you send it back within 30 days of receiving your package. In order to do this, contact our customer service on +33 1 42 46 90 89.

We will tell you how to send your ring back to us. Resizing takes 4 to 6 weeks, according to the ring model and Gemmyo offers justone resizing per ring. It is possible for it to be resized again, but at a cost. (See section « What happens if I don't know my ring size ? »)

What do I do if my Gemmyo jewelry needs repairing?

We do our absolute best to guarantee a quality that will allow you to keep your jewelry your whole life. Occasionally, mistakes happen and this is why Gemmyo offers insurance for faults and hidden defects. So, if you have a worry about your jewel, contact our customer service on +33 1 42 46 90 89 and we will explain to you which steps to take :

1. Upon receipt of your jewel we will have it checked by our workshop to find out the source of the problem.

2. If it is a mistake on our part, the insurance of hidden defects is applicable and we will take care of the repair and send you back the jewel either after having completely reshaped it or after having repaired it. This guarantee is valid for life.

3. If it is a lack of maintenance or negligence on the part of the customer, we can repair the jewel or reshape it but the insurance does not apply and the repair will be charged on a case by case basis.

In any case, you should know that these little problems are very rare and that the best way to avoid them is to take care of your jewelry as it deserves! Don't hesitate to consult our maintenance tips which will explain how to best care for your jewelry: Care tips

Can I have my jewelry cleaned professionally?

Professional cleaning of your Gemmyo jewelry is offered for life. Carried out directly in our boutiques, it lasts a few minutes and allows for deep cleaning of the stones. This process is recommended 1 or 2 times a year to give a jewel all its original beautiful shine back!

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Payment

What payment methods do you accept?

We accept payment by credit card, Visa and MasterCard, American Express, bank transfer and check. You can also pay in 3 instalments without charge by credit card, Visa, MasterCard and American Express. For security reasons, Gemmyo does not accept cash payments.

Our credit card payment system is provided by the Crédit Mutuel bank, and is secured according to SSL standards, the safest and most widespread encryption protocol currently used in France. Your bank details are thus directly encrypted and routed to the Crédit Mutuel/CIC bank without passing through our site so you have nothing to worry about - Gemmyo does not store any banking information about you.

How can I do a bank transfer?

Choose the option of payment by bank transfer. After your online order, you will have to make the bank transfer with the information that will be indicated. For more security, your order will be launched only when your bank transfer has been made, which we will inform you upon receipt of payment.

How do I pay by cheque?

Choose the cheque payment option. After your online order, you just have to send us a check by mail to Gemmyo, 26 rue Berthollet, 75005 Paris. For more security, your order will only be launched once your check has been cashed, which we will inform you of as soon as we receive your payment.

How do I pay in 3 instalments?

Choose the option of paying in 3 instalments. Enter your code with your Visa, Mastercard or American Express card. And that's it! The amount of your order will be divided into three thirds:

- The first third will be debited at the time of your order
- The second a month after
- The last 2 months after

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