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Terms and Conditions

Cloud Nine Gems Ltd - Terms of Business


Currently, standard delivery is only offered within the United Kingdom.

However, please feel free to email us for shipping further afield as we may be able to help.


Standard delivery: 3-5 working days £3.95

Express delivery: 1-2 working days £7.95

Free on orders above £60

Please check your delivery when it arrives and let us know within 2 days if any item has been damaged on its journey to you by emailing or phoning the shop on 01487 534375.


We will make every effort to ensure that you are happy with your purchase, as such, we will ask you to double check your order (including any vouchers, discounts and delivery costs) before proceeding to pay.

Cloud Nine Gems Ltd will not levy any additional charges to either call us or to use our website, you will simply pay your providers standard rates.


If for any reason you change your mind this is absolutely fine, just let us know within 14 days of the sale and then return your purchase to us in its original condition, within 14 days of letting us know. We will then provide you with a full refund (Note: delivery costs are not automatically refundable) within a further 14 days (but usually 2-3).  Goods must be returned unused, in pristine condition, with all packaging and in the same condition as received; you are required to take reasonable care of the item(s) while they are in your control.


Exclusions – Personalised items are not eligible for return unless they are damaged or faulty. Please note that for hygiene reasons we cannot offer refunds or exchanges on pierced jewellery.


Repairs & Replacements:

We hope you are pleased with your purchases, however, should any items reach you in an unacceptable condition, you are protected under the Consumer Rights Act 2015 and may be entitled to a repair, replacement, exchange or refund.


Please email us at the above address outlining the problem and we’ll take it from there.

Cancelling an Order:

If you want to cancel your order please let us know straight away by emailing us at or phoning the shop 01487 534375 Monday to Saturday 9.30 am - 5 pm. If you cancel before we post your order, then we won’t usually have charged your card. If it has been charged then we will, of course, issue a full refund as soon as we can, usually 3-5 working days. We don't post at the weekend or on bank holidays and parcels won’t be delivered on Sundays or bank holidays.

If you cancel your order after it has been posted, we will refund the cost of the item but not the original delivery cost and you may also incur an additional return to sender fee if it is issued by the courier or postal service used for your delivery. This return to sender fee is usually the same cost as your original postage charge but it can vary.

In the case of a late cancellation we will refund you for the cancelled order minus the original delivery cost and return to sender fee once the cancelled order has arrived back at the shop and has been processed and checked. At this point we will email of the exact charges to be deducted from your refund to the email address that you supplied us with on your original order.

Please allow 3-5 working days for any refunds to be made to your account.

Sale items:

Only full priced items may be refunded unless faulty.


Cloud Nine Gems Ltd will always try and ensure that our website doesn’t have too many annoying problems and that goods displayed are actually available. However, as we’re also pretty busy in the shop and may have ‘borrowed’ something from the website stock and forgotten to update, we can’t always guarantee 100% perfection and very occasionally might have made a mistake. If that’s the case we will let you know as soon as we possibly can, apologise and advise you as to when the item will be available again.

During exceptionally busy times, such as the launch of a catalogue or sale, there may be a slight delay in delivery.

Prices are as stated on the website and may change at any time without notice.

Company Website:

Cloud Nine Gems Ltd will utilise the necessary information you provide in order to fulfil your order. Additionally, as with most retailers, we may collect additional information via cookies. Cookies are used to improve the customer experience, by offering additional sales opportunities and links to our social media.

The cookies we collect are never sold to third parties, and you may opt out at any time.

All information gathered, via the website, is governed and protected by the UK Data Protection Act 2018. 


All information contained within the website is either owned by us or licenced to us. We will always endeavour to keep this as accurate as possible, however it is worth noting that, sizes may vary slightly from that stated and that, and that due to the differences within a variety of screen settings and capabilities, our products colouration may differ.


Our company: 

Company name – Cloud Nine Gems Ltd

Registered address – 13 Market Hill, St Ives, Cambridgeshire, PE27 5AL.

Company Number – 09914628

VAT Number – 232558021

Contact Details – Phone +44 (0)1480 534375


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