SHIPPING

Q. How long does shipping for my product take?

A. Shipping usually takes between 9 to 15 days. Sometimes shipping can take longer due to the shipping route a product takes through various countries as factors such as political climate, natural disasters, pandemics, customs and duties protocols can affect the shipping process. In saying this, we try to get your product to you as quickly as possible.

Q. How much is shipping?

A. Shipping is one of the biggest costs our company faces and we value our customers highly. Therefore, we offer FREE SHIPPING on all orders WORLDWIDE. However, if you would like express shipping then this incurs an extra charge.

Q. How do I add express shipping to my order?

A. Complete and pay for your order. Immediately after send us an email on [email protected] requesting express shipping on your order stating your shipping name and address. We will then send a quote via your email. You then have the option to accept the charges or decline. Once you accept the charges and pay our invoice we will process the order immediately. If you decline the charges then we will send the order using FREE standard post.

DELIVERY

Q: Why have I received my order in multiple shipping batches? Why has my order only been partly delivered?

A. We have warehouses all over the world. In order to save you costs on shipping and delivery we deliver your products in multiple shipping batches. This also occurs as we have 1000’s of products and these products are made in our different factories and held in our warehouses all over the world.

These products are placed strategically around the world to serve reduced shipping costs and waiting times. Other factors such as the cost of manufacturing the product and storing the product also play a roll in which warehouse they will be stored globally.

Your partly delivered order will be fully delivered within the normal delivery time-frame. If however in the rare event you haven’t received your full order within the average shipping time frame (9-15 days) please contact us immediately.

Q. Can I get my order expressed posted to me?

A. Yes. Express post also carries additional charges. Please contact us to arrange express post of your product. We cannot provide a flat rate on express post as every order is different.

ORDERS

Q. What if my product is not in stock or what if some of my products are not in stock?

A. If your product/s are not in stock we will refund the amount of the product/s not in stock and fulfil the rest of your order ensuring speedy delivery to your chosen shipping destination.

Q. What if I qualified for free delivery but the out of stock products reduced the dollar amount of my order thereby disqualifying me from free delivery?

A. In this case you will still qualify for free delivery.

E.g. Your order was $115 in Australia thereby qualifying you for free delivery but some of the products you ordered where out of stock reducing your order to $75 dollars then you would still qualify for free delivery as we take the penalty for not having the product available for you.

Q. What if I decide to cancel my order?

A. We charge a standard cancellation fee of $5. However, there will be times when we will not cancel the order, such as in the event that the order has already been shipped.

PRODUCT RETURNS/ REFUNDS

Q. Can I return a product if I change my mind?

A. No. Please pick your products carefully as product returns are costly and due to the small margins on some of our products it is just not economical for our company.

Q. What if my product is damaged or faulty?

A. If your product is damaged or faulty then you will need to take photo’s or a video of the damaged or faulty product ensuring evidence is adequately captured in your photos or video and send it to:

[email protected]

Once we have assessed the product for the damage or fault we will offer you a refund, store credit, or re-send a new product out to you depending on what you would like us to do for you. We sincerely apologise in advance for the inconvenience this has caused you.

PRODUCT INFORMATION

Q. I need more information about a product?

A. Please either email us or chat with us for more information about the product that you are seeking to purchase.

Q. Where are your products made?

A. Our products are made all over the world with no particular country of preference. We try to manufacture the highest quality products for our customers.

Q. Do you ensure product quality?

A. Yes, we try to give our customers the highest quality products available.

Q. I saw a similar product offered online by E-bay, Ali-Express or some other online retailer/ market place. What makes your product better?

A. We offer better quality products at reasonable prices. Keep in mind that you may find similar products to ours on places like E-Bay or other online retailers but for a lower price.

However, be aware that the products that these online retailers offer can be plain cheap and nasty. E-Bay is a market place full of scammers and cheap and poorly made products that will not last. If it is to good to be true then it usually is.

Our reputation and our customers matter to us. Therefore, we ensure quality in our products plus after sales care. Other online retailer don’t care about after sales care. Once they have sold you the goods they forget who you are.

Here at Gem House Jewellers we only seek to make our customers happy and we will never forget who you are!

WARRANTY

Q. My product is under warranty and it have become defective. What am I to do?

A. Please forward us evidence of damage or fault to your affected product via video or photo’s ensuring to capture adequate evidence of the product defect and send your video or photos to:

[email protected]

Once we have assessed the defect we will either offer a refund, replacement, and repair.

PRICE MATCHING

Q. Do you price match?

A. No. However, you are free to email us about a product and we will try our best to offer you a better price if it is reasonable for us to do so.

Keep in mind that places like E-bay or other online retailers may offer a similar product to ours but they are most likely a cheap copy of the actual product. It’s better to spend the few extra dollars with us then to take a risk on a cheaper and lower quality product with another online retailer as it may cost you more in the longer term.

I HAVE MORE QUESTIONS…

Q. I want to ask more questions that aren’t listed on this FAQ page?

A. Ask us anything you like by either emailing us at:

[email protected]

OR

Chatting to us via live chat.