FAQ
Frequently Asked Questions
Welcome to the Gemsjours FAQ.
Below you’ll find answers to some of the questions customers ask us most often. If you still need assistance after reviewing this page, please contact our support team at support@gemsjours.com and include your order number and the email address used at checkout so we can assist you efficiently.
Orders & Payments
How do I use a discount code?
You can enter an eligible discount code during checkout before completing payment.
If you are paying with PayPal or a debit/credit card:
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Add the item you want to purchase to your shopping cart.
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Proceed to checkout by selecting the available payment option.
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On a mobile device, open “Show order summary” to find the discount code field.
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On desktop, the promotional code box normally appears beside your order summary.
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Enter your code and apply it before completing payment.
Once the discount has been accepted, you may continue with your preferred payment method.
Which payment methods are available?
Gemsjours accepts a range of commonly used secure payment options, including:
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PayPal
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Visa
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MasterCard
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American Express
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Diner’s Club
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Most major credit and debit cards
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Apple Pay
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Google Pay
Payment availability may vary depending on your device, country, or checkout configuration.
What is the shipping cost?
Standard international shipping is generally USD $5.99.
Shipping charges may differ depending on the destination, order details, or promotional offers available at the time of purchase.
The exact shipping fee applicable to your order will be displayed during checkout before you submit payment.
Shipping & Delivery
Does Gemsjours ship internationally?
Yes. We provide shipping to customers in multiple countries and regions.
Where possible, orders may be fulfilled through the most suitable available warehouse in order to support efficient delivery.
How long does delivery usually take?
After your order has been processed and shipped, estimated delivery is typically within:
10–20 business days
Actual delivery times may vary depending on your destination, local carrier operations, customs procedures, public holidays, or other circumstances outside our control.
How do I track my shipment?
When your package has been dispatched, a shipping confirmation email will be sent to the email address used for your order.
This email will normally include your tracking number.
You may use the tracking number through the relevant carrier system or a third-party tracking service such as 17TRACK.
Why is my tracking status not changing?
Tracking information does not always update immediately.
After shipment confirmation, it may take approximately 24–48 hours for the first tracking events to appear.
Temporary gaps in tracking updates may also occur while a parcel is moving between sorting centers, carriers, or countries.
This does not necessarily mean that the shipment has stopped moving.
Why did my order arrive in more than one package?
Some orders may be divided into separate shipments.
If your purchase contains several products, individual items may be dispatched from different fulfillment locations in order to improve delivery efficiency.
When this happens, each parcel may have a separate tracking number and may arrive at a different time.
Order Updates & Cancellations
Can I change my delivery address, recipient name, or phone number?
If you notice an error in your shipping information, please contact us as soon as possible at:
Use the subject line:
Urgent: Address Change
Please provide:
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Your order number
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The email address used to place the order
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Your complete corrected shipping information
We will make every reasonable effort to update your details before fulfillment begins.
However, once your order has already been processed or shipped, we may no longer be able to guarantee that changes can be made.
Can I change the products or options in my order?
If you need to adjust a size, color, quantity, or another product option, contact our customer support team immediately.
Please email:
Subject:
Urgent: Order Change
Include:
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Your order number
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Your order email
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A clear description of the changes you are requesting
Order modifications can only be considered before the order has entered fulfillment.
Can I cancel an order?
If your order has not yet been shipped, you may contact us to request a cancellation.
A small processing charge may apply in some circumstances.
Once an order has already been dispatched, it can no longer be canceled.
Support After Delivery
My product arrived damaged. What should I do?
If your order arrives damaged, please contact our customer support team so we can review the issue.
Send an email to:
Please include:
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Your order number
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The email address associated with the order
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Clear photos or video showing the damaged product
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A clear image of the shipping label
Providing this information helps our team assess the issue more quickly.
What should I do if the product has a quality problem?
If you believe the item you received has a defect or quality-related issue, please contact us with details of the problem.
Your message should include:
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Your order number
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Your order email
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A description of the issue
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Clear photos or video showing the affected area
Our support team will review the information and provide further assistance.
What if I received the wrong product or part of my order is missing?
If an incorrect item was delivered or something is missing from your shipment, please email us at:
Include:
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Your order number
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Your order email
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Photos or video showing what you received
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The name or details of the missing or incorrect item
We will review the order and work with you toward an appropriate resolution.
Emails, Accounts & Notifications
I did not receive my order confirmation. What should I do?
First, please check your spam, promotions, and junk mail folders, as automated order emails may occasionally be filtered.
If you still cannot locate your confirmation email, contact:
Please tell us the email address used when the order was placed so we can assist you in locating or resending the order confirmation.
I have not received a tracking number yet. Is that normal?
Tracking details are generally sent within approximately 1–2 business days after the order has been processed.
If more time has passed, please:
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Check your spam or junk folder
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Confirm that you are checking the email address used at checkout
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Contact our support team if the tracking email still cannot be found
We will be happy to help you check the status of your shipment.
Customer Support
If you have additional questions about your order, product, payment, shipping, or delivery, please contact us using the details below.
Email:
support@gemsjours.com
Phone:
+1 (716) 650-5965
When contacting us regarding an existing order, please include your order number and order email whenever possible so our team can assist you more efficiently.
Gemsjours
We’re here to help make your shopping experience as simple and straightforward as possible.