Help

Step 1
In order to buy from the GemsTV website, the first thing you need to do is to register. This is a simple process and it will only take a few moments of your time. We just require a User name, Password and Email address. It is free to register, there is no obligation to buy and we will not pass your details on to any third party. If you wish, when joining you can tick the appropriate box to remember these details and automatically log in every time you visit the site.You can register by clicking here.

Memorise your log in details or write them down and remember to keep them secret - NEVER divulge them to ANYONE.

If you have already registered you will need to log in before you can buy. You can do this by clicking here

Step 2
Having logged in or registered you will be redirected to the Gems TV home page where you will find 2 types of game (TV and Web), going to the 'Games' page from the top tabs will also show Ex-Demo games.

TV Games
The 'TV Games' on the Gems TV website run concurrently with the games that we broadcast live on GemsTV: Sky Guide 652, Virgin Media Channel 755 and Freesat 805. When playing in either of these rooms you will not only be playing against other web users but everyone who is viewing these channels on Sky and Virgin TV.

Web Games
Unlike 'TV Games' where you will see multiples of the same handcrafted piece of gemstone jewellery available, when you play Web Games, there is only ever one item available in each game.

Once a game has started the price will continue to fall for a maximum of 3 minutes.
The first person to click on the item, will get it at the price they click at.

It's a battle of nerves though! The longer you leave it, the lower the price will be, but the more likely that someone will Snatch it from under your feet.

Ex Demo games
Ex Demo items are pieces of jewellery that have either been demonstrated on TV by our Presenters or have been returned by customers under our "No Quibble 10 Day Money Back Guarantee".

Gems TV cannot always guarantee that you will receive an Authenticity Card with an Ex Demo item and that it may also be supplied in a different presentation box to the brand new items of gemstone jewellery.

Any Ex Demo purchase is still covered by the "No Quibble 10 Day Money Back Guarantee", but please be aware that your item may not arrive as highly polished as a brand new item of gemstone jewellery direct from our workshops. You are however saving even more than usual!

Step 3
If you are playing a TV Game watch that the "Time remaining" counter and the quantity of items as shown by the word 'Left' (located under the description and current price in game square) don’t drop too low. If the time runs out or the number of items available reaches 0 and you have not played, you will have missed your chance to purchase this item in this game.

If you are playing a Web or Ex Demo game keep a close eye on the "TIME REMAINING" counter (in the bottom left corner of each game square).
If the time remaining runs out you will not be able to purchase this item in this game. If this happens there is a chance that it might appear on the site again, but if unsold it is more likely to be shipped back to our factory in Thailand.

So if you like the look and price of an item in any game click the "BUY IT" button quick before you miss out.

Step 4
On clicking the "BUY IT" button you will be taken to your basket, and the item you have just snatched will show there. You can now add those essential accessories such as a chain for your pendant, or a jewellery care pack.

Once you've successfully snatched your item of jewellery, you will need to complete your order. We have tried to keep the process as short and as simple as possible.

Step 5
Click on the "CHECKOUT" button at the bottom of you basket to checkout your selection. Once you've filled in all your details, click on "PLACE ORDER" and a screen will acknowledge that the order has been placed and you will shortly receive an email to confirm this.

The order will be made ready for despatch. Our team of warehouse staff will promptly prepare and wrap your jewellery and pass it on to our couriers. Once they have collected it, we will e-mail you again to confirm that your gemstone jewellery has been despatched via courier.
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Keyword Search
You can search upcoming auctions for a specific gemstone or type of precious metal, by using the search engine that is located to the top right of the home page. Enter the name of the gemstone that you are looking for into the text box and click the search button (the little magnifying glass). You will then be offered a list of items of gemstone jewellery that the engine feels best matches your enquiry, at the bottom of this list is the option "MORE RESULTS", which will take you to the shop which will show all the items we have coming up in web games which match your search.

Multi Level Search
For a complete breakdown of the days auctions, use the Multi Level Search Facility. This search engine effectively allows you to keep drilling down until you find your perfect piece of jewellery. Once you have chosen the category of jewellery you are looking for, you then go on to select such things as your ideal price range, gemstone, metal type etc. We have made it really simple to use and suggest that new users of the site use this search facility rather than the keyword search engine. To use this search engine select "SHOP" from the top tabs, under the directory on the left select "All Items" or the type of jewellery you are looking for then filter your search by gemstone, metal or price using the drop down lists.

You can view further info on the item of jewellery by clicking on the description or the product image.

Once you have found an item of jewellery that you like there are three ways in which you can buy it. You can wait until the game in which the item you are interested in starts (see the Start Time column of the table), you can place a forward bid by clicking on the minimum forward bid amount. What is a forward bid?, or if you just can't wait you can buy the item before the bidding starts by clicking on the 'Buy It Now' amount. What does Buy It Now mean?.

On clicking the Forward Bid amount you will be asked to place a forward bid - follow the simple on screen instructions.

On clicking the Buy It Now amount you will proceed to your basket. Don't forget to check your items out using the "CHECKOUT" button. If you don't checkout your items within 2 days they may be removed, so don't wait too long to check things out.
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The search results do not reflect what I am looking for.
Try searching again and bear in mind the following tips:

1. Avoid using slang or abbreviations.
2. Think of another word that could describe what you are looking for.
3. Be less specific (e.g. Search for "Ruby Ring" instead of "Ruby Eternity Ring").
4. Check that your spelling is correct.

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What if I miss an item of jewellery?
As our design team introduce new items every single day, many items featured on the website each day are unlikely to be featured again. Due to a high volume of customers, our gemstone jewellery can sell out quickly. So, as is the nature of the game and our shopping channel, try to snatch it before someone else does! Alternatively call 0845 612 2000 and press option 2, then option 1 on your telephone to speak to our Personal Shopper Team. What is a Personal Shopper?
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What is Forward Bidding?
If you are unable to or do not wish to wait for a game to start you can place a forward bid.

Placing a forward bid means that you enter a price that you would be happy to pay for your chosen jewellery and if the item of gemstone jewellery drops to the price that you submitted then your bid will be successful.

You will then be able to buy the item at your bid price by going to the 'My bids' section of the website and adding you winning bid to the checkout.

Prior to the game starting, if someone places a higher forward bid than yours then you will be notified by email and given the chance to increase your bid.
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What if someone puts in a higher forward bid than me?
We will email you so you can then try to out bid them! Just follow the simple instructions in the email we send you. Also, we recommend that you check the "My Bids" section of the site to monitor progress of your bid.
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How will I know if my forward bid has been successful?
If you are the highest bidder once the game has ended, we will email you to let you know that you are the successful bidder.

The next time that you visit the site an alert message will be shown to let you know that you have a winning bid. If you click "OK" on this alert you will be redirected to the "My Bids" section of the website where you will be able to progress your order to the checkout.

We recommend that you check the "My Bids" section of the site to monitor progress of your bid.
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What does Buy It Now mean?
Buy It Now means that you do not have to wait for an auction to start to buy the item that you are interested in. You may pay a little more than if you go through the bidding process but you will not have to gamble on losing the piece of jewellery that you have set your heart on to someone else who bids higher than you.
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What is our Personal Shopping Service?
We are proud to offer our unique and free personal shopping service available 7 days a week. With just one phone call to one of our team, you could find the perfect gift. Whether you are looking for a birthday, anniversary or wedding gift, we at Gems TV can offer a complete service. Our fully experienced team can search our entire jewellery range to find the piece that suits your needs perfectly from size or colour of stone to price or shape and arrange delivery to your door. Simply call 0845 612 2000 and press option 2, then option 1 to speak to one of the friendly members of the Personal Shopper team.
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How do I pay for my order?
You can pay for your purchases online using most major credit or debit cards. We accept payment via MasterCard, Visa Credit Card, Visa Debit Card, Visa Electron, Switch, Maestro and Solo. Your credit card details will be encrypted to keep them completely secure. We guarantee that we do not pass on any customer details to any third party - please read our Privacy Policy section on the site.
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When will my credit card be charged?
Your credit card will not be charged until your order is shipped from our warehouse.
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Can I pay by Cheque, Postal Orders or Cash?
Unfortunately, due to the nature of the reverse auction, it is not possible for us to receive payment by cheque, postal orders or cash.
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Are my credit card details secure?
When paying for goods or services via credit/debit card, we require you to enter your Credit/Debit Card Number, Expiry Date, Start Date, Card Type (Mastercard, Visa, etc), Issue Number (for Switch), Card Holder Name and Signature Code. The Credit/Debit Card Number and Signature Code are held in encrypted form and under restricted access. Credit/Debit card information is made available to our operational staff but only where it is necessary for them to progress your order.
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Do you offer credit accounts?
Unfortunately not, however, we do accept most types of credit cards.
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When will I receive my order?
We all have busy lives, and here at GemsTV we know it is sometime difficult to rearrange your schedule to be home for your delivery. So we now have a choice of different delivery options, with Guaranteed Next Day, Named Day, and even a Super-Saver Saturday option that you can continue to add to for up to three weeks. You can choose the way that’s best for you.
Check the delivery options that are available where you live when you check out.
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How will my order arrive?
Every item we ship to a UK address, it is delivered via our courier. They will ensure that your delivery is handled with care. Please remember you can also track your delivery online. If you are not in when they call and you wish to have it left with a next-door neighbour, then fill in the delivery notes section on the order form, for example "If out leave at no.6".
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Our approach to ring sizing
All female ring sizes on this website (unless stated otherwise) are a UK size N (size 7) and all gentlemen's rings are a UK size T (size 10).
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How do I get my ring resized?
With your first purchase from this site or from our TV channels, you will receive a welcome pack, including a finger measuring kit. If the standard size is not right for you, then simply follow the instructions in the enclosed kit. It's extremely easy and accurate to use and will ensure that your ring is resized to fit perfectly. If you choose to use our resizing service then simply post the ring to our friends at Outwork Jewellery Services Ltd. (all of their details are enclosed in the pack) and they will make your ring fit perfectly and send it back to you via insured special delivery. For all silver rings regardless of size, there is a fee of just £8. For 9k gold rings up to a size Z there is a charge of £14. For 18k gold rings up to a size Z there is a charge of £19. For all gold rings over a size Z please call Outwork Jewellery Services Ltd. on 0121 688 8808 for a price. An extra £5 may be charged for higher value items to cover postal insurance. Outwork will advise you if this is the case. Gems TV is not liable for any damage or breakages caused while your ring is being resized. What's more they aim to have your ring back to you within 21 days.

Some designs of rings will only resize 1 or 2 sizes, if you do need to resize your ring smaller than a size L or larger than a size P, for ladies rings and smaller than size T or larger than size V for gents rings, please check with your salesperson when you buy. Or if you have already bought please call Outwork 0121 688 8808 (Monday to Friday office hours only). Please remember, you always have your 10 day no quibble money back guarantee.

Alternatively, many local high street jewellers offer a resizing service.

What are the benefits of one ring size fits all?
It makes our cost of manufacturing extremely efficient and we pass these savings back to you.

It makes it easier to buy rings as a present, as you don't have to know the ring size of the person you are treating, nor do you have to decide for them which finger they are going to wear it on.

It helps because you don't have to know your ring size before you make a purchase (don't forget if you lose or gain just a few pounds in weight, your ideal comfortable ring size might vary)

Once you have received your ring you have the choice of which finger to get it resized for.
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How do I learn more about gemstones?
If you want to find out more about the fascinating world of natural gemstones, the click here to view the Gemopedia
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The prices on this site often seem too good to believe, what is the catch?
There isn't one. Firstly we believe that we are the first major creator of handcrafted jewellery to sell their designs directly to the consumer. We operate our own jewellery manufacturing facilities in Chanthaburi, Thailand, located approximately 250km from Bangkok. Thailand is one of the world's leading centres for processing gemstones. We purchase cut gemstones, which originate from over 45 countries and our production-line artisans and jewellery specialists handcraft each piece of jewellery we manufacture, with quality control checkpoints throughout our production chain. Except for mining and cutting gemstones, we control every aspect of the gemstone jewellery supply chain and our production lines cover the full range of jewellery manufacturing, from design and mold creation to casting, setting and polishing. Our low-cost base enables us generally to sell gemstones and jewellery at wholesale prices, which in the jewellery industry can be substantially lower than retail prices.

Plus, the reverse auction method we use both on this website and on our TV channels, ensures that it is you the customer who decides what to pay. In order to continually keep inventory moving through our warehouse and to ensure nothing ever ends up just gathering dust, we are even happy to sell many items of jewellery at or below our cost prices.
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What does MTGW stand for?
MTGW stands for Minimum Total Gem Weight. As gemstones are natures own creation, no two are identical. The weight of a gemstone is measured in carats (ct.). What sometimes happens on the high street is that these are rounded up or down to a 1/3rd ct, 1/2ct, 1ct etc. Far worse than that, often if a batch of say ruby rings have been made, many retailers simply quote an average, therefore you are not actually guaranteed the weight as described. In our factory, as we handcraft the jewellery, every single gem is individually weighed. We then quote the absolute minimum gem weight. This ensures that one person gets the weight as described and everyone else gets more! MTGW is just another way where we can guarantee to under promise and over deliver.
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How do I get my jewellery independently valued?
Insurance and Valuations
The Oxford Dictionary says that a valuation is an "estimation of a thing's worth". The UK law states that as a retailer we are not allowed to "imply a worth or a value".

Before seeking an independent valuation here is some advice from Gems TV:

Basis for Valuation
What is the basis of the valuation? It could be said that a valuation is really what someone is prepared to pay for something. For example what is the value of the Mona Lisa? Is the value the same as the cost of the canvas and the paint or is it the value at which someone will pay for it. We believe that valuations on jewellery should be the average cost you would have to pay to replace the item if lost or stolen

Possibly the only way to achieve a true valuation is to ask a valuer what the cost would be to make an exact replica of the jewellery. It must be identical in carat weight, similar in colour, similar in clarity, cut etc. and must have the same gold weight. The valuation should be in writing with a guarantee to honour the price for 30 days. What you now have is an independent valuation.

Independent
Every week we receive emails and letters from delighted customers who inform us that they have received valuations above the price they paid for their piece of jewellery. We have also had others that have commented that their local jeweller had provided a valuation below the amount that the customer had expected.

If this happens, we suggest you ask your jeweller if they know of an independent registered valuer that is trained in valuing gemstone jewellery that they could recommend to you. Alternatively we can provide you with a list of independent valuers that have been recommended to us by happy customers, but who are not endorsed in any way by Gems TV. If you would like this list please email: customercare@GemsTV.co.uk

Knowledge
Although most independent jewellers will have a good understanding of valuing gold, silver and diamonds, some will not have seen some of the precious stones that you will purchase from Gems TV. With a lack of understanding of how to value such items as Tanzanite and Alexandrite, you may struggle to get a valuation that has any real accuracy. That is why we recommend that you seek the advice of an independent registered valuer.

Comprehensive
To achieve a comprehensive valuation, in most cases a jeweller would need to dismantle the jewellery to calculate an accurate carat weight of each gem and to check all of the stones cuts that due to its setting in the jewellery are not visible to the naked eye. The Oxford dictionary describes the word assessment as "estimate the size, value or quality of". How would it be possible to assess the size or cut of a gem without removing it? To avoid the jeweller having to do this, feel free to show them your "Authenticity Card". Also, like every profession, understandably jewellers are fearful of making a professional mistake. If you tell a jeweller how little you paid for an item, they will find it very difficult to provide you with an unbiased judgement. Don't tell them how little you paid for your piece; simply ask them for a price to make an identical replica.

So Why Are Our Prices Unbeatable?
As Gems TV is a manufacturer of handcrafted jewellery that sells direct to the consumer, cutting out numerous middlemen, our customers are assured that they are buying jewellery at a fraction of what they would pay for similar high quality gemstone jewellery via normal means.
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Why can't I find you on Freeview?
Gems TV is no-longer available on Freeview, we are still broadcasting live for 18 hours a day, every day on Sky, Virgin Media, Freesat and you can always watch us right here on the web.
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Why have I got a different channel on Freeview 30?
Some freeview boxes have a "Full Search" or a "Store Channels" option as well as the "Search for New Channel". Doing a "Full Search" will check that all your channels are still valid and correct as well as adding new channels. This should replace the channel currently showing on channel 30 with GemsTV.
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How can I contact Gems TV?
If you have a query regarding a placed and/or received order, you can email customercare@GemsTV.co.uk (please include your telephone number in the email) or telephone 0845 658 8663. We are always more than happy to help you with any enquiry you may have. You can also write to us at:

Gems TV (UK) Ltd
PO BOX 12916
REDDITCH
B97 9BT

Registered Office: Gems TV (UK) Ltd, Unit 2D Eagle Road, Moons Moat Industrial Estate, Redditch, Worcestershire B98 9HF
Registration No: 4352563
VAT No: GB 794 8763 56

We are always more than happy to help you with any enquiry you may have.
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Why do I not receive any email communications from GemsTV?
If you are registered with GemsTV and ticked the box stating that you would like to receive email communications when you registered but have not received any yet it maybe that your email account is blocking the emails?
Hotmail & AOL may classify our email communications as spam. To overcome, please add gemstv@mail.e-msg.co.uk and customercare@gemstv.co.uk to your safe or contact list. Alternatively please check your Junk folder!
If you are registered with us but do not receive promotional emails please send your name, postcode and email address to idesk@gemstv.co.uk
If you are not registered yet please go to our home page and go onto the register section in the top right hand corner. Make sure you tick the box to say you would like to receive email communications making sure you don't miss out on all our fabulous offers.

Does Gems TV sell to the trade? Absolutely! We don't mind who buys from us and we treat all of our customers large or small with the same amount of care and attention. What we don't do, can't do and won't do is offer trade discounts. The prices we sell at are so crazy, we get highly offended when the trade phone up and ask for a discount!
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What happens if I have any problems? We have a highly trained Customer Service Department full of friendly people, eager to answer any questions or queries you may have. The lines are open from 8am - 10pm 7 days a week and you can contact them on a local rate number 0845 658 8663 or alternatively email customercare@GemsTV.co.uk.
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Can I return items of jewellery I don’t like?
Of course! We offer a ten-day money back guarantee (from the day you receive the goods). We don't quibble as we want you to be happy and keep coming back. If the piece of jewellery is not right for you this time, simply follow our returns procedure on the back of your invoice and just send it back.
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Where can I find your Terms and Conditions?
Simply follow this link to see the "Terms and Conditions"
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Any Other Questions?
Call us now on 0845 6588 663 from 8am to 10pm 7 Days a Week and our fully trained team will be able to help you with any query.
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