FAQ ENG

1. What delivery methods and costs are available?

We deliver exclusively within the European Union. We do not offer and do not execute orders for delivery outside the EU.

We offer secure home delivery service by DHL and DPD. Delivery costs and methods are available here: www.gremari.com/pages/eu-delivery-methods

2. What is the order processing and delivery time?

Processing time (Dispatch)

  • Express processing! Your order will be dispatched (shipped) no later than 2 business days after it is received. However, we aim to process and ship orders within 24 hours (1 business day) whenever possible.

  • Engraved products: Orders containing engraved jewelry require slightly longer processing time, which will not exceed an additional 24 hours, added to the processing time specified for the given product.

  • Rose gold products: Orders containing rose gold products have a minimum processing time of 7 business days, plus shipping time.

We reserve the right to change the delivery time for all or selected products. In such cases, information about the planned shipping date will be published on the relevant product pages.

  • Exception – wedding rings: Wedding rings are made to order due to the wide range of size combinations within a single set. In this case, the delivery time may be extended to up to 30 days, depending on the selected model.

Delivery time

  • The processing time must be extended by the delivery time of the carrier (courier). All our carriers typically deliver shipments within 4-7 business days.

  • During peak sales periods, such as before Christmas, delivery times may extend to 6–10 days beyond our control. In such cases, please do not hesitate to contact us, and we will do our best to assist you as quickly as possible.

3. Can I change the delivery address?

Yes. You can change the delivery address up until the moment the shipment is dispatched. You will be notified of the dispatch by email, which will include a tracking number. To make a change, please contact us by email, phone, or via chat.

4. Can I cancel my order?

Yes. You may cancel your order at any time before it is dispatched. You will be notified of the dispatch by email, which will include a tracking number. To cancel your order, please contact us by email, phone, or via chat.

If the shipment has already been dispatched, there is no need to worry — you still have 100 days for a free return of the goods.

5. What payment methods are available?

Convenient options: At Gremari, you can pay using credit and debit cards, as well as via Google Pay, Apple Pay, Klarna, and Shop Pay.
Payments are processed by Shopify Payments, which ensures the highest level of security for all transactions.

6. Can I change the payment method?

Yes. You can change the payment method up until the final confirmation of the transaction.

7. What happens if the payment is interrupted?

If the payment is interrupted, you can complete your order by returning to your cart and repeating the payment process.

If you still experience payment issues, please contact us via chat, email, or phone — we will be happy to assist you. You may also contact your bank directly.

8. How will I receive a refund after withdrawing from the contract or after an approved complaint?

Hassle-free: Refunds are issued using the same payment method that was used to complete the purchase. Through the secure Shopify Payments system, the funds will be sent directly to the bank account from which the order was paid.

9. Will I receive an invoice?

Yes, you will receive an invoice by email.
For every order, we issue a tax invoice in accordance with EU tax law. If you are a business customer and wish to receive an invoice for intra-EU supply of goods, please enter your VAT EU number in the order form. Invoices are sent electronically to the email address provided when placing the order.

10. What is the withdrawal period?

100 days: At Gremari you have a full 100 days to return any product free of charge.
You can find the return or complaint form here: 

https://gremari.com/pages/downloads

11. What is the complaint period?

2 years: Consumers have 2 years from the date the goods are received to file a complaint. Detailed conditions and the complaint procedure are available here:
https://gremari.com/pages/complaint-terms-for-eu-customers
The complaint form can be downloaded here:

https://gremari.com/pages/downloads

12. What is the time frame and cost for resizing a ring / wedding ring?

100 days: The Gremari online store offers a free resizing service for selected rings, allowing adjustment by up to 3 sizes up or down within 100 days from the delivery date.
Resizing by more than 3 sizes is an additional paid service and requires consultation and an individual price calculation.

Resizing wedding rings is a paid service and is priced individually. Please contact us to receive a price quote and to arrange the terms of the service.

The ring resizing form can be found here:

https://gremari.com/pages/downloads

13. Which rings / wedding rings are eligible for resizing?

14K gold with gemstones and cubic zirconia:
The free resizing service applies to rings made of 14-karat gold with gemstones and cubic zirconia. The service does not apply to silver rings or to rings for which resizing is technologically impossible due to the design — for example, rings with openwork (filigree) patterns or very delicate and thin rings.

Rings that can be resized will have this information stated on the product page. If this information is missing, resizing is not possible.
Any additional resizing is considered an extra service and is subject to a fee with individual pricing.

14. How long does ring resizing take?

Approximately 14 business days from the moment the returned shipment is delivered to us.

15. How long does resizing of wedding rings take?

Approximately 30 business days from the moment the returned shipment is delivered to us.

16. Can a ring with engraving be resized?

Yes, a ring with engraving can be resized.

17. Can a ring or wedding ring be returned after resizing?

No. After resizing, a ring cannot be returned. However, you still retain the right to file a complaint regarding the performed service in accordance with our terms and conditions.

18. How can I choose the correct ring / wedding ring size?

Use a ring sizer:
With every purchased ring and wedding rings for which we offer resizing services, we provide a free jewelry ring sizer to help you choose the correct size. When submitting the resizing form or contacting us, simply provide the measured size and we will take care of the rest.

19. How can I report a return, complaint, or request a resizing?

Via form, customer account, or any method you prefer:
We recommend using the prepared return / complaint / resizing form — fill it out, print it, and include it with the shipment, or send it to us by email to speed up the process.

You may also include a handwritten statement containing the same information.

Forms: https://gremari.com/pages/downloads

You can report a withdrawal from the contract (return of goods) via:

You can report a complaint or request resizing via:

  • Email: contact@gremari.com;

  • Chat.

Detailed conditions for returns, complaints, and resizing services can be found in the terms and conditions:

https://gremari.com/pages/general-terms-conditions

20. How do I send goods for return, complaint, or resizing?

Please notify us of your intention to return goods, file a complaint, or request resizing using one of the methods described above. Then send the shipment as follows:

Pack and secure the shipment, include proof of purchase and the relevant form (see point 19) or a handwritten statement containing the same information. We will send you a return label, which you can print out, stick on the parcel and take to a drop-off point.

21. When will I receive a refund for a returned or complained product?

Without delay, no later than 14 days from the date we receive the returned shipment.
We reserve the right to withhold the refund until we have received the returned goods or proof that they have been sent. To speed up the process, we recommend including the properly completed relevant form (see point 19) with the shipment or sending it to us electronically.

22. Which products are not eligible for return?

Personalized products and products with engraving made according to the Customer’s specifications are not eligible for return.

23. Are the jewelry pieces certified?

Yes, Gremari jewelry is certified. With every product, we include a jewelry tag (for jewelry without gemstones) or a certificate issued by a certified international jewelry expert (if jewelry contains gemstones). This certificate confirms the weight and fineness of the precious metal, as well as the weight, clarity, and color of the natural stone.

In addition, for every diamond product with a weight of 0.40 ct and above, you will receive an individual international certificate issued by one of the following institutes: Gemological Institute of America (GIA), International Gemological Institute (IGI), or HRD Antwerp – The Diamond High Council.

24. Who manufactures Gremari jewelry?

We do — you are buying directly from the manufacturer. Gremari has its own jewelry workshop with a long-standing tradition, where master goldsmiths create small works of art every day. Thanks to this, we can produce an engagement ring especially for you on an express basis within 1–2 business days, without long waiting times or additional fees. At Gremari, express delivery is the standard.

25. What is the character limit for engraving?

Rings – 12 characters; Wedding rings – 30 characters; Bracelets – depends on the model.

  • Rings: For rings with gemstones, we can engrave up to 12 characters on the inside of the band, opposite the setting.

  • Wedding rings: Due to the limited surface area, the engraving text should not exceed 30 characters. In addition to letters and numbers, we can also engrave simple graphic symbols.

  • Bracelets: Depending on the size of the plate, we can engrave from a few characters up to around a dozen. Details are provided in the description of each bracelet that offers engraving. We engrave both sides of the bracelet plate (unless stated otherwise in the detailed product description). Please plan the layout of the engraving and specify in the order notes where each text should be placed.

26. How are the products packaged? Are they ready for gifting?

Yes — Gremari jewelry is ready to be given as a gift. Each product is carefully packed in an elegant jewelry box and bag. It includes a jewelry tag, gemstone certificates (if applicable), and a jewelry cleaning cloth. In addition, with every purchased ring and each pair of wedding rings, we include a free ring sizer to help you determine the correct size if resizing is needed.

The shipment does not include a proof of purchase; you will receive it by email. We guarantee quality and discretion.

27. What is the thickness of the gold layer on gold-plated jewelry?

For gold-plated jewelry, the thickness of the gold layer is typically up to 0.5 micrometers. Pure 24-karat gold is used for plating.

28. How can I choose the correct ring or wedding ring size?

No need to worry — there are several ways to do it. We have summarized them all in our ring size guide:

size guide

29. Can you create a custom project? How do you price it and what is the timeline?

We can do anything. Thanks to our in-house jewelry workshop, we are able to create jewelry according to your individual design. If you did not find a product in our offer that meets your expectations, but you have an idea for it, please contact us for an individual quote, visualization, and an estimated production timeline.