Refunds, Returns & Loot Guarantee

Every code is covered. If it won’t redeem:

1. Open the order in your account and choose “Code not working?”.
2. Tell us what the redeem screen said. A screenshot helps.
3. We check the code with the supplier, usually the same day.
4. If it’s faulty we send a replacement code, or credit your wallet, whichever you prefer.

Claim within 30 days of buying. After that we’ll still try, but the supplier may not help us.

Sometimes a card can’t be bought from the supplier after you’ve paid. When that happens we put the full amount for that card into your Gemworks wallet straight away and email you. You don’t have to ask, and you can spend it on anything in the store.

Once a code is revealed it can be used immediately, so we can’t take it back. This is the same rule every gift card seller uses. If you opened it and it doesn’t work, that’s the Loot Guarantee above, not a refund.

We ask you to confirm the account region at checkout because this is the most common mistake. If you haven’t opened the code yet, contact us the same day and we’ll do our best to swap it for the right region.

Not sure which country your account uses? Our guides show where to look for PlayStation, Steam, Xbox and more.

If a payment fails, times out or you cancel it, no order is created and nothing is charged. Any store credit you had applied goes back to your wallet at once. If money left your account but the order still says unpaid, contact us with the reference and we’ll trace it.

Refunds land in your Gemworks wallet, which you can see in your account. It doesn’t expire and pays for any card. If you’d rather have the money back on your original payment method, ask us and we’ll arrange it where the payment provider allows.

Gemworks Jewellery is made in Bulawayo and delivered inside Zimbabwe. You have 7 days from delivery to send back a piece that isn’t engraved, as long as it’s unworn and in its box. Start it from the order in your account, under “Ask to send it back”.

Engraved pieces are made for you, so they can’t be resold and can’t be returned because you changed your mind. If an engraved piece arrives damaged, faulty, or not what you ordered, we replace it or refund it in full. Check your spelling before you order: we cut exactly what you type, and the wording is shown back to you for confirmation.

Refunds go to your Gemworks wallet straight away, or back the way you paid if you prefer, once we’ve had the piece back and checked it. We pay the return postage when the fault is ours; otherwise it’s yours.

Use the contact form or WhatsApp. Have your order number ready, it looks like GW-7K2QX9M.