Frequently Asked Questions (FAQs)
Find answers to the most common questions. If you can’t find what you’re looking for here, please contact us.
Order
Order processing typically takes 5-7 business days. Once your items are dispatched, you can track your order through the “Check Order Status” link at the bottom of our website or by logging into your account.
If the tracking number has not been updated, or if there has been no delivery change for approximately 7 days, please do not hesitate to contact us. We are here to help you resolve any issues with your order.
The prices displayed for all products on the website are exclusive of tax. The applicable tax rate will vary based on your actual shipping address.
Security & Privacy
We respect your privacy and keep your personal information confidential.
When you visit our site, your information collected is stored by your browsers. We use cookies and similar technologies, cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser. But note that this will limit your access to our site.
The security and privacy of your personal information are of the utmost importance to us.
All the transactions made on gemmajane.com are secure. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
The padlock symbol next to the address bar of the page beginning with “https” indicates that you are in a secure setting.
We also utilize a secure socket layer (SSL) technology where any personal information obtained through gemmajane.com is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.
We accept payments from major credit card companies like Visa, Mastercard, American Express. and PayPal.
Delivery
A shipping fee of $7.99 will be applied to orders under $79. We offer free shipping on orders over $79.
Typically, orders are processed within 1-2 business days and delivered within 5-7 business days. You can track your order through the “Check Order Status” link.
Return
We understand that not every purchase works out, which is why we offer a 14-day return policy to guarantee 100% satisfaction. We’ve made the return process super easy.
Please be sure to submit your return tracking number promptly after returning your item. Delays in submission may affect the processing of your returns and exchanges.
We gladly accept returns that are postmarked within 14 days of receiving your order.
Unfortunately, if 14 days have passed, we cannot offer a refund or exchange.
The following items cannot be returned, refunded, or exchanged: ①Items on clearance,②Silk Underwear,③Customized Items,④Monogrammed Items.
Items must be returned unworn, unwashed, and undamaged, with all original tags attached—including the disposable non-returnable tag. We cannot accept items that are worn, damaged, washed, or altered, or if the disposable non-returnable tag has been removed, broken, or damaged in any way.
We do not accept returned items that were sent back by you directly without checking with us first. Note: Please make sure that you will return the package to our agreed return address. Or it will affect the processing of your return.
Most returns can be processed within 3 business days after we receive your package.
If you return for a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s) or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.
If you return for exchange, the replacement order will be dispatched within one week.
Note: Please make sure to keep the tracking number or return receipt for checking.
We apologize genuinely for the inconvenience caused and thanks for your kind understanding.
If you have received a defective or stained item or a wrong item you did not order, please contact us. We will get back to you within 24 business hours generally.
Please make sure not to return anything before sending the message so we can process the return for you and provide you with the necessary information for the return.
When sending the message, please enclose the order number, the SKU number of the item, a description of the issue, and a few clear photos to show us the exact problem.
We will get back to you as soon as we can.
We are sure you will be delighted with our items, but if not, please contact us online. We gladly accept return within 14 days of receiving your order for most items that are in good condition.
Generally speaking, if you wanna return the items, please follow the below.
- Sign in to your account to Click Request a Return.
- Click “Request New Return” and choose the order to initiate a return.
- Select the item(s) you would like to return, indicate the reason, condition, resolution, and submit.
- After you have submitted the return, please kindly wait for the approval. Please know that the return address will be enclosed in the Notification of approval.
Return Conditions
- You have 14 days to decide if the items are right for you if not, you can certainly come to us within 14 days of receiving your order.
- The following items couldn’t be returned: Items on Clearance & Flash Sale, Silk Underwear, Customized Items, Monogrammed Items.
- Items must be returned unworn, unwashed, and undamaged, with all original tags attached—including the disposable non-returnable tag. We cannot accept items that are worn, damaged, washed, or altered, or if the disposable non-returnable tag has been removed, broken, or damaged in any way.
- We do not accept returned items that were sent back by you directly without checking with us first. Note: Please make sure that you will return the package to our agreed return address. Or it will affect the processing of your return.
- Please be sure to submit your return tracking number promptly after returning your item. Delays in submission may affect the processing of your returns and exchanges.