FAQ
Last updated: October 2026
Ordering
How do I place an order?
- Select your product and click "Add to Cart".
- Proceed to checkout and enter your shipping and payment details.
- Review your order and complete payment.
You will receive an Order Confirmation Email after your purchase is completed. If you need assistance, contact service@gemmivo.com.
How do I know my order was submitted successfully?
Check for an Order Confirmation Email containing your order number, purchase details, and shipping information.
If it is missing, check your spam or junk folder. Contact Customer Support if you still cannot find it.
Can I change or cancel my order?
Changes and cancellations may be requested before 11:00 PM (PDT, GMT-7) on the same day the order is placed, provided it has not entered processing or been shipped.
Contact us as soon as possible. Once the deadline has passed, or processing or shipment has begun, we are unable to change or cancel the order.
Payment
What payment methods are available?
Available methods are displayed at checkout. Depending on your location, options may include credit and debit cards, PayPal, Apple Pay, Google Pay, or other supported methods.
How is my payment information handled?
Payments are processed by third-party providers according to their security practices. We do not store complete payment card details.
How do I apply a discount code?
- Enter the code in the discount field at checkout.
- Click "Apply".
- Check that the discount appears before completing your purchase.
Codes must be valid and meet the conditions of the relevant promotion.
Shipping
How long does delivery take?
Orders are typically processed and shipped within 5 business days. After shipment, delivery usually takes approximately 10–20 business days.
These are estimates. Timing may vary by destination, carrier services, customs processing, and other external factors.
Do you ship worldwide?
We ship to many destinations worldwide, subject to carrier availability and logistics restrictions. Available shipping options and charges are shown at checkout.
How can I track my order?
Once your order ships, you will receive a Shipping Confirmation Email with a tracking number. Use that number to check its progress.
Why has my tracking not updated?
Tracking updates may take time after shipment. If there has been no change for an extended period, contact Customer Support for assistance.
Returns & Refunds
What is your return policy?
You may request a return within 14 days of receiving your order.
Eligible items must:
- Be unused and in their original condition.
- Include the original packaging.
- Be accompanied by proof of purchase.
Contact us before sending a return. Please review our Return & Refund Policy for complete details.
How do I return an item?
Email service@gemmivo.com with your order number and the reason for your return.
Once approved, our team will confirm the return destination and provide instructions. Returns sent without prior authorization may not be accepted.
Who pays for return shipping?
Customers cover return shipping unless the return is due to our error, such as a damaged, defective, or incorrect item. In those cases, we cover return shipping costs.
No restocking fees apply to approved returns.
What if my item arrives damaged or incorrect?
Contact us as soon as possible, preferably within 48 hours of delivery. Include your order number, a description of the issue, and clear photos of the item and packaging.
We will review the issue and arrange an appropriate resolution. This reporting timeframe does not limit your rights under applicable law.
When will I receive my refund?
After your return is received and inspected, we will email you the refund decision. Approved refunds are issued to the original payment method within 5–15 business days.
Your bank or payment provider may require additional time to post the refund.
Product Information
Will product colors match the photos exactly?
We aim to display products accurately. Colors may appear slightly different depending on your screen settings and device.
Privacy & Support
How is my personal information used?
Information may be used to process orders, provide support, improve our services, and carry out activities described in our Privacy Policy, including marketing where permitted.
How can I contact Customer Support?
For questions about products, orders, shipping, or returns, email our Customer Support team. Include your order number when asking about an existing purchase.
Email: service@gemmivo.com