Frequently Asked Questions

Orders

  • Once you have completed and paid for your order, you can no longer cancel it yourself. Please contact us as soon as possible via the contact form and indicate whether you wish to cancel the entire order or only part of it.

    You will receive a full refund for the cancelled goods. In the case of a full order cancellation, any shipping costs paid will also be refunded. It is not possible to convert the refunded amount into store credit or a gift voucher.

    If your order has already been shipped, it will no longer be possible to make any changes. In that case, you will need to follow the standard return procedure.

  • Once you place an order, you will automatically receive an order confirmation by email.

    Haven't received the email? There may have been a typo in your email address, or you may not have fully completed the final step of the checkout process.

    Please get in touch via the contact form, and we will check whether we have received your order.

  • We accept the payment methods offered at checkout via Squarespace (such as card payments and other available options depending on your region).

    Payment must be completed before your order is processed.

Shipping

  • Orders are usually processed within a few working days after payment is received.

    Occasionally, a parcel may take longer to arrive for reasons beyond our control. We understand that this can be frustrating; however, once an order has been shipped, we no longer have any control over the delivery process.

    If you only completed your payment a few days ago, we kindly ask for your patience, as your order will most likely arrive today or tomorrow. If it has been more than a week since you paid for your order and it still has not arrived, please contact us via the contact form. We will investigate what went wrong and, of course, work with you to resolve the issue as quickly as possible.

  • We currently ship our jewellery only within Europe. Shipping costs vary by country and will be calculated automatically during checkout.

  • Shipping costs are calculated and displayed at checkout before you complete your order.

  • If tracking is available for your shipment, you will receive a tracking link by email once your order has been dispatched.

Returns & Exchanges / Warranty

  • You may return your order within 14 days of receiving it, without having to provide a reason.

    Once we have received your return you will get a confirmation email. The purchase amount will be refunded to your original payment method within 14 days.

    Please note that the cost of returning the item(s) is your responsibility, and returns are sent at your own risk. So please make sure your return is packaged securely and properly. Postal sorting machines are not designed to handle fragile items, and inadequate packaging may result in damage during transit.

    Unfortunately, we cannot issue a refund for items that arrive damaged.

  • To request a return, email us at info@anasgemigems.be or use the contact form on our website.

    You will then receive instructions for returning your items.

  • Yes. The following items cannot be returned:

    • personalised or custom-made items

    • items that have been used or damaged

    • items not in their original condition

  • If your order arrives damaged or incorrect, please contact us as soon as possible at info@anasgemigems.be or use the contact form.

    Please include photos of:

    • the product

    • the packaging

    • the issue

    We will review your case and find a suitable solution.

  • All products are covered by a statutory warranty period of 2 years.

    This does not cover damage caused by misuse, accidents, normal wear and tear, or improper care.

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Products

  • That varies. Some pieces are truly one of a kind, as we work with natural crystals and gemstones and may only have enough material to create a single item.

    We do our best to photograph each piece as accurately as possible to represent its true colours. However, slight variations may occur. Natural gemstones and crystals can differ in colour, pattern, and texture, and colours may also appear differently depending on your screen settings and lighting conditions.

    These natural variations are part of what makes each piece unique.

    Pieces that are available in multiple quantities may differ slightly from the product photo. As each item is handmade, it is impossible to create two pieces that are completely identical.

    We do my best to ensure that every piece closely matches the design shown, but small variations in gemstones, colours, patterns, and overall appearance are to be expected. These subtle differences are part of the charm and uniqueness of handmade jewellery.

  • Yes. Many of our products contain natural gemstones and crystals.

    Because they are natural materials, variations in colour, shape, size, and texture are normal. Each piece is unique.

    These variations are not considered defects.

  • With proper care, your jewelry can be enjoyed for a lifetime. Follow these simple tips to keep your pieces beautiful for years to come.

    • Store your jewelry in a sealed bag or box in a dry, dark and cool place.

    • Keep your pieces away from water. Do not immerse your jewelry in water.

    • Avoid direct contact with perfume, body lotions or other chemicals.

    • Remove your jewelry when bathing, showering or swimming.

    • Clean the pieces after use and occasionally wipe with a soft cloth.

    • Take off your jewelry before doing household chores, or working out to prevent tarnishing, scratching, and degrading adhesives.

  • We provide material information to the best of our ability.

    However, customers are responsible for checking whether they may be sensitive or allergic to certain materials.

    We are not liable for allergic reactions unless caused by a proven product defect.

  • I wrote a 2 short blogs about it with easy to follow steps. You can read them here.