FAQ

 

PAYMENT & SECURITY

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, MasterCard, and Amex debit cards plus all major credit cards and Apple Pay. If you are having issues with your card then please get in touch and we will sort out an alternative payment method.

WAS MY PAYMENT SUCCESSFUL?

GEMS EYEWEAR incorporates several verification stages in the payment process to maximize security.

The total amount for your order will be withdrawn from your bank account when the order and payment have been processed and approved.
In the event that no payment has been received after the order has been submitted, GEMS EYEWEAR may automatically cancel your order without notification.

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ORDER & DELIVERY

CAN I ADJUST MY ORDER AFTER I HAVE PLACED IT?

No. Our order and shipment processes are automated. Which means that your order will be processed as soon as you place it. To make sure that you receive your order as soon as possible, it is picked up by our warehouse right away which means we will not be able to change it before it is shipped. 

HOW DO I CANCEL MY ORDER?

In the event you wish to cancel your order, please contact us.

If we are unable to process the requested cancellation immediately, usually because the package has already been shipped, we will contact our courier to have the package returned to our warehouse.
Only once the package has returned to our warehouse, we will be able to process the cancellation.

CAN I CHANGE MY DELIVERY ADDRESS?

If you wish to make a change in your delivery address, please contact us and we will do our best to assist you in this matter. 

In the event we are unable to process the address change directly on our system, usually because the package has already been shipped, we will need contact our courier to make any modifications to the delivery address.
Kindly observe, this process will delay the delivery time; GEMS EYEWEAR is not responsible for any delay in delivery due to an address change request by the customer.

WHEN WILL MY ORDER SHIP?

Once your order is successfully submitted the warehouse then processes your order within 2 business days of purchase. Orders are not shipped on weekends or holidays.

If your order was placed after 14:00 hrs on Friday, it won’t ship until the following Monday. Express shipping will not ship on Saturday or Sunday.

HOW LONG WILL IT TAKE FOR MY PACKAGE TO ARRIVE?

US 

We aim to deliver your product(s) to your door within 3 to 5 working days following the date your order is placed.

International 

Orders placed outside the US will be delivered anywhere from 5-7 business days from the date that it is shipped out, not necessarily from the date that it is placed. 
Shipments outside of the US may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country, we are not able to supply an estimated cost.

FROM WHERE ARE YOUR PRODUCTS SHIPPED?

All products are shipped from the United States.

RETURNS

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HOW DO I RETURN A PRODUCT?

Items must be returned with the original packaging and any protective coverings and product information and in new and unworn condition. Please also include your name and order number so we can identify your order.

Please contact us to arrange an exchange and/or refund. It is up to the customer to arrange and pay any return shipping. Return shipping is refundable in case of exchange only and upon provision of proof of postage.
Returns should be sent to:

GOODS IN/RETURNS

Email us and we will provide a return address.

Refunds will be issued to the card you used to place the order. This typically takes a maximum of 5 working days in the UK, dependent on your bank/card issuer, and slightly longer on international orders.

WHAT IS YOUR RETURNS POLICY?

If, for some reason, you are not satisfied with your purchase, any brand new product can be returned for a FULL REFUND within 14 days of delivery OR you have up to 30 days to return the a product and receive store credit. For defective items, we will replace your product for free, see Guarantee. 

Please note: All returned items must be in new and unused condition and still have their original packaging included.
Your return will not be accepted if, it has been worn or taken out of original protective plastic, You have attempted to reassemble the watch once broken. We do not insure watches that are broken due to wear and tear. Please contact customer service and wait until you receive a confirmation email with further instructions.

 

COLLABORATIONS

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