We ship from our partnered warehouses in Southeast Asia (Singapore, Malaysia, and China). So, please expect your items to be shipped separately (if you order more than one item) as different warehouses specialize in different areas of manufacturing. Our shop's currency is in USD though!
Order processing time takes 1-7 business days before shipment. Deliveries take usually 1 week to 3 weeks! However, due to the distance between countries, slow postal services, and shipping delays it can sometimes take up to 2 months. It depends on what you purchased/where you live! You can 'CONTACT US' or email firstname.lastname@example.org for specific shipping times.
5. I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS?
We ship from different parts of Southeast Asia using different carriers so some items might arrive earlier than others. As well, often times some parcels experience shipping delays while others do not. If you'd like to know the status of your other items, please email us with your name and order number.
6. WHAT ABOUT POSSIBLE CUSTOM FEES?
We are not responsible for any customs fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get customs fees when they arrive in your country (very rarely this happens).
7. WILL THIS ITEM GET TO ME BEFORE _____(DATE)_____?
If you plan to give one of our items as a holiday or occasional gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates.
8. CAN I CHANGE MY SHIPPING ADDRESS?
Once you have placed an order, the information goes straight to the shipping department which takes 2-3 working days to process. After which the shipping department will send the tracking codes to the data entry to update the tracking codes and send shipping confirmation email to the customer. Hence, if you need to make any changes to your shipping address, please contact us within 24 hours of placing the order.
Please ensure that all the information you have provided is correct before submitting your order to prevent losses in the mail or other mishaps from happening.
NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.
- To all UAE customers, please provide your PO Box or Zip code during checkout to avoid delays in processing and shipping of your orders.
- Customs, Postal Services & Us (Gemmojo Shop) are different entities hence we are not liable for any delays caused by customs or local post services.
9. HOW DO I TRACK MY ORDER?
Tracking numbers are included in your shipping confirmation email. Alternatively, you may use below links to track down your parcel(s).
- https://www.usps.com/ (for US customers only)
You can 'CONTACT US' or email email@example.com if you have any questions.
I tracked down my order and the status says Return to Sender, what should I do?
In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. For UAE / HK customers, please ensure to provide your PO Box or Zip Code (whichever is available) so your local post office can deliver your order(s) to your mail box or door step.
The tracking site says Delivered but I haven’t received my order yet.
Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. We are not responsible for any stolen packages.