You can add to your order from any of our websites, or by calling our Help Team or Q-Buster service, at all times when your order status is "Order placed" which is usually right up until 2am on the day that we estimate your order will leave our warehouse – and no matter how much you add you will only pay one delivery charge.

When you place your order we will tell you when we estimate that we will be able to dispatch it – so you know how long it should be open for.

You can add to your order at all times while the order status is "Order placed".For all other order amendments, please contact our Help Team who will assist you in modifying your order if it is possible to do so.

When you place your order, we estimate when it will leave our warehouse based on the number of items that have been ordered by other customers and the number of items that the warehouse can dispatch each day.

Sometimes, we accelerate orders to make use of spare capacity in our warehouse and if this happens then your order will leave us sooner than we estimated. However, we will never dispatch an order on the day that it has been placed, so you will always be able to add to your order on the day you placed it (or if you placed the order on a Friday or Saturday, then throughout the weekend that you placed it).

Our estimate of when your order will be dispatched is based on the number of items that the warehouse can dispatch in a day and the number of items that are already scheduled to be dispatched. Usually our estimates are accurate; however sometimes we may get it a little wrong and occasionally things may happen outside our control that may mean we are delayed in dispatching your order. If this is the case, we will email you to let you know that your order has been delayed.

Alternatively, orders are sometimes delayed if we encounter difficulties in finding the information we need to complete our security checks or if we are unable to obtain pre-authorisation for the order from the credit card company or bank. If this is the case, we will contact you for further information.

Please note that orders are pre-authorised very early on the morning of the day we estimate that they will leave us and so, unfortunately, you cannot add to an order once the estimated dispatch date is reached, even if the order is delayed.

To view the status of your order online, please click on "My Account" in top navigation bar. If "My Account" does not appear, you will need to click on "SIGN UP/LOGIN" and log in to your account first.

You can then click on the "View Order History" button at the top of the page to see your order history including the status of any outstanding orders.

When you view your order history you will be able to see the current status of your order. These statuses are:

Status	Description
Order placed	Your order has been placed on our system. You can add to your order at this stage.
Security checks	Your security is extremely important to us, so we undertake various random checks on orders to verify that the details we have our valid. Do not worry if your order has this status, if we cannot validate your details our Help Team will get in touch.
Ready for picking	We have processed our security checks and obtained a pre-authorisation and your order is now waiting to be picked.
Pick in progress	Our Warehouse Team have begun picking your jewellery from our jewellery vault.
Ready for packing	After picking, we have verified that all your items are available and have passed your order to be packed.
Order dispatched	Your order has been collected by our courier and is now on its way to you.
Partially picked	Unfortunately, we have found that one or more items from your order are not available. Our Help Team will be in touch to discuss this with you.
Manually held	The order has been held until a future date, usually at your request.
Payment error	We have been unable to obtain payment for the order and will contact you for alternative payment details.
Cancelled	Your order has been cancelled, either at your request or, for example, where we have been unable to obtain payment after contacting you for alternative payment details.

We will not charge your credit or debit card until your order has been picked by our warehouse and is ready to be packed. On the day that we estimate that we will dispatch your order, we will ask your card issuing bank for a "pre-authorisation" for the value of the order. This confirms that the card details are correct and that funds are available for the order value and reserves that amount.

Once we have confirmed that all the items are available for your order and started to pack it, we will then charge your card for the order value.

All items come with a free on-line authenticity certificate, which you can access from your order history and either save to your computer or print out for your records.

You can upgrade to a plastic authenticity certificate by paying an extra £1 per item – either online or by speaking to our Help Team. For every authenticity card upgrade, we donate 50p to the charity Earthwatch.

We will usually display your name on the plastic authenticity cards, but if the item is a gift then you are able to change the name that will be displayed on the card during the checkout process or when speaking to the Help Team.

We have recently changed our authenticity cards to use a biodegradable plastic called Bio PVC which looks and behaves the same as a standard card but is fully degradable under normal conditions once buried in the soil. Bio PVC reacts with enzymes in the soil to degrade over a period of 9 months - 5 years dependent upon conditions.

The design on the card is printed using waterless litho printing so no volatile organic compounds (VOCs) are released.

If your card has a dark grey background with the pink Gems TV heart logo, then it is one of the new cards and will degrade if buried in soil. Don't worry, your card is perfectly robust and will not degrade under normal use.

All orders are delivered by our courier, DPD. Deliveries to most of the UK are made the next working day after the parcel leaves our warehouse. Deliveries to some outlying areas may take longer.

When you place your order we will let you know when we estimate that it will leave our warehouse and when it should arrive with you.

At the moment, we only deliver to the UK. Keep checking back, as we are currently working on our systems to allow international deliveries and hope to be able to do this soon.

When we dispatch your order we will send you an email with a link to the DPD website that will bring up the tracking information for your order.

If you tell us your mobile number when placing your order, DPD will send you a text message on the morning that your parcel will be delivered, giving you a one-hour time estimate for when your parcel will arrive.

If you are not in, DPD will usually attempt to deliver your parcel to a neighbour and leave you a note to tell you where it has been delivered to. If it is not possible to deliver to a neighbour, they will leave a card to let you know they have been and will attempt delivery the following day. The card that they leave you will give you details so that you can contact them to arrange another day.

If you tell us your mobile number when placing your order, DPD will send you a text message on the morning that your parcel will be delivered, giving you a one-hour time estimate for when your parcel will arrive. This message will also give you the ability to change the day of delivery simply by replying to the text message.

If you want to arrange special instructions for your delivery, such as leaving it in a safe place, please enter these in the 'Delivery Instructions' box in the checkout.

Absolutely! Whenever you buy jewellery from us you have the benefit of our "No Quibble" 30 day guarantee, which starts on the day you receive your jewellery. If for any reason you are not satisfied with a piece of jewellery, just complete the returns form in the newsletter enclosed with your jewellery and send the item back to us for a full refund of the item price.

If you jewellery becomes faulty within 30 days of receipt, you will be offered the choice of a refund or, if stock is still available of that particular piece, a replacement.

We promise to process your return within 30 days of receiving it. However, most of the time we process returns much quicker than this and aim to process them within 7 - 10 days.

On your dispatch note you will find a returns sticker with a barcode of your order number. If you make sure to stick this barcode on the outside of your returns parcel, we will scan the parcel when it arrives in our warehouse and send you an email letting you know we have received it and giving you an update on approximately how long returns are taking to process at that time.

To view the status of your order online, please click on "My Account" in top navigation bar of this website. If "My Account" does not appear, you will need to click on "SIGN UP/LOGIN" and log in to your account first.

You can then click on the "View Order History" button at the top of the page to see your order history. If you click on an order number, you will see further details of that order and can even click on the product description to go back to the product page for the items on the order.

To access your online authenticity certificate, go to your order history in the My Account section of this website and then click on the order number that relates to the item. You will now see the full details of the order and can click on "View Certificate" to load your certificate. You will be prompted to either open the file or save it to your computer.

The authenticity certificates are in PDF format which can be viewed with Adobe Reader. If you do not already have Adobe Reader installed, you can download it here.

You can only access certificates for orders that have been dispatched – if your order has not yet been dispatched, the "View Certificate" link will not appear.

Absolutely, you can see all your orders online. If you cannot, it may be that we have multiple accounts on our system for you. Our Help Team will be able to merge these accounts for you so that you can see the orders from all of them online.

Likewise, if you have only ordered on the phone before and have yet to set up an account online, you can speak to our Help Team who can add login details to your existing account so that you will be able to log in to this online.

As we are both the manufacturer and the retailer of most of the pieces of jewellery we auction, we cannot put an RRP on our items. Therefore we put an auction start price (or ASP) on our jewellery that we feel is reflective of the types of prices you may see similar pieces of jewellery sold in other retail environments.

At Gems TV, we keep our business efficient and work on small margins to try and bring you the very best price. We factor in the market price for precious metals and the current availability of gemstones – so our prices will change over time.

Many of our rings are available in multiple sizes. There are many different sizing methods around the world and with the British one there is less than 1mm difference between each of the sizes. With the huge range of rings that we stock we cannot efficiently stock every UK size. Due to this, and to standardise our sizing internationally, we use American sizing as it is easier to understand for both the consumer and our manufacturing partners.

Broadly speaking, each US size is suitable for three UK sizes. So a size 5 should fit comfortably a UK size J, K or L.

All of the rings we sell can be resized up or down by at least one American size or two UK letter sizes. If a ring does not have gems set on the shoulder and as long as the gems are not channel set, then they normally can be resized considerably more. For rings that are only available in one size, or for people that need rings that are smaller or larger than the range of sizes on offer, we have negotiated a service where all rings can be re-sized from £10 (plus the cost of sending the ring to our re-sizing partner). You will receive a re-sizing form with your order.

You can also order a free ring size measuring kit whenever you order a ring from us. This will enable you to check your ring size.

We do not normally provide a chain with most of our pendants, but instead we offer you the choice of dozens of options to suit your mood. Our selection of chains can be found in the 'Accessories' section of this website.

The samples that we use for our website photos and for inclusion in our TV shows are chosen at random from the stock available of the item and therefore should be a representative example of the item.

As we use genuine gemstones, which are a naturally occurring rather than man-made, there will always be some variance between items.

Also, many of our pieces of jewellery are hand-made which can lead to differences between individual items.

The carat weights and metal weights quoted in our design details are the average for the design and therefore will vary.

Where a ring is available in multiple sizes, the metal weight given is the average for that item across all the sizes.

Throughout the jewellery industry, many gemstones undergo some form of treatment to enhance their appearance or durability. Therefore you should assume that any gemstones you purchase from us are treated. For more details of typical treatments, please see the Treatments page on this website.

For more information on our Melee Diamond grades, please click here to see the relevant article in our Learning Library.

Watches (or other items) containing batteries are considered WEEE.

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow customers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

Much of the UK's WEEE ends up in a landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have harmful effect on natural habitat, wildlife and also human health.

Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Coloured Rocks Limited is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new watch from us we would accept their old watch and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 30 days of purchasing their new item, and are responsible for the cost of sending the item to us.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below.



Goods marked with the above symbol were produced after the 13th August 2005, and should be disposed of separately from normal household waste so they can be recycled.

The basket on all websites from Coloured Rocks Limited are linked, so that you can see the items that you have added to your basket from any of our sites and can save time by checking these out all at once.

There is no overall basket limit, but there are limits to the amount of items you can have from each site. To ensure that all customers get the chance to participate in our auctions, the limits for auction items are lower than the limits for static priced items. Also, as you have more orders delivered we will increase the amount of items that you can have in your basket for each site.

The Help Team can give you up-to-date information about the amount of items you can have in your basket for each site.

The basket on all websites from Coloured Rocks Limited are linked, so that you can see the items that you have added to your basket from any of our sites and can save time by checking these out all at once.

Items from different sites remain in your basket for different periods – generally auction items stay in the basket for longer. You can check when individual items will be removed by clicking on 'My Basket' and checking the 'Expires on' date for the item.

To ensure that all customers get the chance to participate in our auctions, we ask that you only bid on items that you are going to purchase. Due to this, auction items cannot be removed from your basket.

If you wish to checkout some of the items in your basket but not others, you can do so by un-ticking the box in the 'Checkout' column for the items that you do not wish to check out.

The automatic auctions are very similar to our TV auctions – they begin at a 'Start Price' and fall downwards in price from there. The price will fall until either someone purchases the item or the count-down clock reaches zero. There is only one item in each automatic auction – so if someone else clicks to bid before you then you will miss out on the item!

Gems TV is broadcast live 24 hours a day on Sky on channel 652, on Virgin channel 755 and on Freesat channel 805. We can also be found on Freeview channel 43 between 1am and 11am daily (between 7am and 11am in Wales). The live broadcast can also be viewed on this website by clicking on 'Watch Live TV' and then clicking on Gems TV – you may want to bookmark the Gems TV live stream page so you can go straight to it in the future.

Gems TV Extra is broadcast 24 hours a day on Sky channel 656. The live broadcast can also be viewed on this website by clicking on 'Watch Live TV' and then clicking on Gems TV Extra – you may want to bookmark the Gems TV Extra live stream page so you can go straight to it in the future.

We offer a lifetime lowest price guarantee: if you see the same item for sale on one of our channels or websites at a later date and notify us immediately, we will happily credit the difference to your account with us for you to use towards future purchases. This guarantee is for items purchased in our auctions only and does not apply where the subsequent sale is part of a clearance, or where it is the sale of seconds or ex-demo items.

'Gems TV' and 'Gems TV Extra' are TV channels provided under licences issued by OFCOM to Coloured Rocks Limited. Our postal address is: Unit 2d Eagle Road, Redditch, Worcestershire, B98 9HF. We can also be contacted by emailing help@gems.tv

OFCOM can be contacted by post at Riverside House, 2a Southwark Bridge Road, London SE1 9HA and online at www.ofcom.org.uk