Delivery Policy
We always aim to dispatch same day if you order before 1pm. Orders will be dispatched with Royal Mail standard or tracked 24 or 48.
Generally we aim for all items to be delivered with 2-3 days however sometimes it may take 3 - 5 working days from order date.
We are based in the UK and ship from the UK.
We ship to Europe and the USA and shipping costs are dependant on weight. Each country has its own duty/customs tax, which you, the buyer, are responsible for paying. Please check with your customs for your possible duty on the item you are purchasing as this may be due before you can receive your package once it has entered your country.
We are a small business and aim to post your order within 2-4 days.
You have the option of choosing standard shipping or tracked. If you choose standard shipping we cannot be held responsible for an item not reaching you.
Royal Mail international standard delivery aim to deliver in 3-5 working days and to the USA in 6-7 working days.
Royal Mail international tracked aim to deliver in 5-7 working days.
All other countries calculated at checkout depending on location and weight of items.
Returns Policy
Refunds and Returns
Should you wish to exchange a product(s) or return a product(s) you have two options.You can either return your products by sending them back to The Hidden Gem online via post, or you can return your items instore.
We comply with EU online sales regulations that believe that within 14 days you will know whether you love your item or not.
If within 14 days of arrival you change your mind regarding an item you have a further 10 days within which to return it to us as long as the following terms and conditions are met:
We must be informed by email of any returns within 14 days of your purchase arriving. We will check your item's arrival date as all items are sent using a tracked method. Any requests made after 14 days of delivery will be offered an exchange/credit only.
Items must be unused, with tags/labels still attached. If your item is damaged, used or has the labels unattached a restocking fee may be charged. No restocking fee is applicable in other cases.
For your peace of mind we advise your item to be sent back to us using a tracked/recorded method.
The Hidden Gem will not pay the postage for you to return your item to us for change of mind, if you wish to return your item for a refund/exchange then it is your responsibility and duty to pay the return costs and the costs of redelivery should this be applicable. This also applies when faulty returns are made with a non-faulty item is included in the package. This complies with all online selling regulations.
If your item is faulty please email us and we'll get everything sorted prior to return as most of the time sending it back it isn't necessary providing you take clear images of the faults that we can pass onto our suppliers :)
Please note pierced earrings are NOT RETURNABLE for hygiene reasons.
PLEASE send your item back to us nicely! so that they are ready for resale, please send items back in a state you would be happy to receive them.
If you paid for standard or express delivery we will only refund the cost of economy delivery of that item (if applicable). We will not refund any postage and packing charges if you only cancel part of your order
Our contact and returns address is:
The Hidden Gem
16-18 Ropergate, Pontefract, WF8 1LP
Tel 01977 326926
Items are described to the best of our ability, Please always read descriptions as well as looking at the pictures and we all know that cameras can lie and monitors display colours at different resolutions!
A picture is of one specific item and please bear in mind that there can be manufacturing differences between products in terms of colour depth or embellishments etc IF IT IS NOT OF THE EXACT ITEM.
Avoid getting jewellery wet, all jewellery will tarnish over time, even the finest gold and platinum, due to the acidity levels in the skin, however getting your item wet will speed up this process.
Avoid spraying perfume onto Jewellery as this will Tarnish the item.
Goods purchased online may be returned to The Hidden Gem. If you are returning our store please make sure you have both your delivery documentation and your confirmation email with you. If both these documents are not presented the store will not be able to process your refund for you.
If you would like us to cancel your order please contact us as soon as possible as orders are dispatched every day and therefore if your order has already been dispatched after we receive your request for cancellation the above refund policy will apply.
We want you to love our service. Every time you use our site we want to make sure you have an experience that will make you want to return time and time again.
Please note that we are unable to accept any returns of opened essential oils, used water bottles, face masks or used earrings due to hygiene reasons.