Yes, we use genuine 18K gold plating over a base of either sterling silver or brass, depending on the design. This gives each piece a rich, lasting shine while keeping it accessible. All pieces are nickel-free and safe for sensitive skin.

If your piece has a manufacturing defect or material issue under normal use, simply contact us with your order details and photos of the problem. 

We’ll take care of the repair or replacement at no extra cost. Your peace of mind means everything to us.

Our store accepts all currencies. Both the product display and the checkout are shown in your local currency automatically, so you don’t need to worry about conversions.

We cover all customs duties, import taxes, and VAT for you. These costs are already included in your order, so you don’t need to pay anything extra upon delivery.

Orders are shipped within 2–3 working days, unless they include a made-to-order piece, which may take up to 10 working days.

We work with trusted carriers to ensure delivery within 5–12 working days after dispatch, depending on your location.

You’ll receive a shipping confirmation and tracking number once your order is on its way.

Once your order is dispatched, you will receive an email with a tracking number. Please note that tracking may take a few days to update, especially if the package is waiting to clear customs.

Please make sure to enter your shipping address correctly in English when placing your order. If you need to update your address, kindly contact us at support@gememories.com within 12 hours of purchase.

Orders placed with incorrect or incomplete addresses are the responsibility of the customer, and we cannot be held liable for parcels that are lost or undelivered due to inaccurate information. If a package is returned to us, we are able to reship it once the customer covers the return shipping cost along with a $4.99 processing charge.

Please note that no refunds will be issued for orders lost as a result of incorrect shipping details provided by the customer.

We offer a 14-day return policy. If your order was delivered to the US, Canada, Australia, or Singapore, you can return it for free through our local return centers. For orders shipped to other countries, we will arrange the best return address based on your location, and return shipping will be at your expense.

To start a return, please contact us at support@gememories.com We’ll provide you with a shipping label. Once we receive your items in good condition, your refund will be processed within 10 business days.

We carefully pack every order using rigid boxes and protective pouches to ensure it arrives safely. Cases of damage during transit are extremely rare.

If your item arrives damaged, please email us at support@gememories.com within 7 days of delivery. Be sure to include your order number and a few clear photos of the item and its packaging.

Our team will take care of it with priority and send you a free replacement as soon as possible.