Refund Policy.
01. The Order
When will I receive my order?
When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. Please note that during the order process, the shipping day indicated on the website may differ from the confirmed date due to updates or changes.
I see a longer delivery time for (a part of) my order. Can I cancel it?
If the order has a longer delivery time than originally indicated, you may contact our customer service to cancel your order (or a part of it) before it is shipped. The purchase amount will be refunded to your bank account within 2 working days. Please note that once the order has been shipped, cancellation is no longer possible.
When will I receive the invoice for my order?
Invoices are not automatically issued after payment. If you need an invoice, you can obtain it in one of two ways:
- Log in to your account on our website and download the invoice directly from your order history.
- Contact our customer service for assistance, and we will provide the invoice manually.
02. Shipment
How will my order be shipped?
All orders are shipped via DHL Express or FedEx, ensuring fast and reliable delivery. Delivery is expected within 3 to 5 working days, depending on customs clearance.
Can I track my shipment?
Yes, once your order is dispatched, you will receive a shipping confirmation email containing the tracking number. You can use this number to track the status of your parcel on the courier’s website.
Do I need to pay customs duties or taxes?
We will make every effort to prepay any duties and taxes on your behalf to ensure a smooth delivery process. However, if your local customs authority imposes additional taxes or duties, these must be settled by you directly. Product prices displayed on our website do not include these charges. We recommend consulting your local customs office for further details before placing your order.
03. Returns and Exchanges
What is your return policy?
We accept returns and exchanges within 30 working days of receipt. Returns must meet the following conditions:
- The product must be in its original condition and packaging, with price tags and proof of purchase intact.
- The product must not have been resized, customized, altered, or repaired by anyone other than Gemmeister.
Will I get a refund?
Refunds will be issued as store credit only and will not include any sales charges related to your mode of payment. Please note that we do not offer cash refunds under any circumstances.
Can I exchange my item for a different design?
Yes, exchanges are allowed within 30 days if you would like to switch to another design. However, all courier fees related to exchanges are the responsibility of the customer.
04. Additional Information
Who is responsible for shipping costs on returns or exchanges?
- If the return is due to a defect or mistake on our part, we will cover all shipping costs.
- For other returns or exchanges, the shipping fees must be covered by the customer.
What should I do if my product doesn’t fit?
If your bracelet doesn’t fit, we offer complimentary resizing. You can visit our office for resizing, or you can courier the bracelet to us. Please note that courier fees for sending and returning the item will be borne by the customer.
What happens if my return doesn’t meet the conditions?
Products that fail to meet our return conditions will not be accepted or refunded. Such items will not be returned to the sender, nor will they be eligible for store credit.