At Gembui, our goal is to provide you with a seamless shopping experience from the moment you place your order until the time you decide to return an item. This policy document outlines our shipping and return processes, ensuring you have all the information needed for a smooth and hassle-free experience.

Shipping Policy

General Shipping Information

Gembui ships products worldwide. Our aim is to deliver your purchase in the quickest and safest way possible. Below is a detailed overview of our shipping policy:

Processing Time

  • Order Processing: Orders are processed within 5 business days. During peak periods, processing times may be longer.
  • Custom Orders: Custom-made or personalized items may require additional processing time, which will be communicated at the time of purchase.

Shipping Methods and Delivery Times

We offer various shipping methods to cater to different needs:

  • Standard Shipping: Delivery typically within 5-10 business days.
  • Express Shipping: Delivery typically within 2-5 business days.
  • Overnight Shipping: Delivery within 1 business day.

Please note that delivery times are estimates and can vary based on the destination and shipping method chosen.

Shipping Costs

Shipping costs are calculated based on the weight and dimensions of the items, as well as the destination. Shipping charges will be displayed at checkout before you finalize your order.

Free Shipping

We offer free standard shipping on orders over a certain amount. Please check our website for the latest free shipping threshold.

International Shipping

For international orders, customs and import duties may apply. These charges are the responsibility of the customer and vary by country. Please contact your local customs office for more information.

Order Tracking

Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track the status of your shipment on the carrier’s website.

Address Accuracy

Please ensure that your shipping address is complete and accurate. Gembui is not responsible for orders shipped to incorrect addresses provided by the customer. If you realize an error in your shipping address, please contact our customer support immediately.

Returns Policy

At Gembui, we strive to ensure that every purchase meets your expectations of perfection. However, we understand that there may be occasions when you need to return an item. To make this process as smooth and hassle-free as possible, we have established a comprehensive returns policy. This document will guide you through the steps to return a product and provide all the necessary information regarding our return process.

General Return Policy

Eligibility for Returns

Items are eligible for return if they meet the following conditions:

  • The item must be in its original condition and packaging.
  • The return must be initiated within 30 days of the delivery date.
  • The item must not have been used, worn, or altered.
  • Custom-made or personalized items are not eligible for return unless there is a manufacturing defect.

Non-Returnable Items

Certain items are non-returnable, including:

  • Gift cards
  • Sale items marked as final sale
  • Custom or personalized orders, unless they have manufacturing defects

How to Initiate a Return

1. Return Instructions in Package

Every order from Gembui includes detailed return instructions within the package. This guide will provide step-by-step instructions on how to return your item, including the return address and any necessary forms that need to be completed. If the form is not sent within the package, it can be downloaded here. Please follow these instructions carefully to ensure a smooth return process.

2. Account Dashboard

If you have an account with us, you can initiate the return process online:

  • Log in to your account on the Gembui website.
  • Navigate to the “Orders” or “Purchase History” section.
  • Select the order you wish to return.
  • Follow the return process outlined there. This section will provide you with the return address and any shipping labels needed.

3. Return Policy Page

Visit our FREQUENTLY ASKED QUESTIONS, which is on the contact us page on the Gembui website for detailed information about our return process. This page includes:

  • The return address
  • Time frame for returns
  • Conditions or requirements for returning items
  • Any additional instructions that may apply

4. Customer Support

If you are unable to find the return information through the methods above, please contact our customer support team. You can reach us via:

  • Email: information.gembui@gmail.com or info@gembui.com
  • Phone: +31(6)84825164

Provide them with your order number and details of the item you wish to return, and they will guide you through the return process. Our customer support team is available to assist you Monday through Friday from 9 AM to 5 PM EST.

Return Process

Step-by-Step Guide to Returning an Item

  1. Prepare the Package: Repack the item securely in its original packaging, including all original tags, certificates, and accessories.
  2. Complete the Return Form: Fill out the return form included in your package. If you do not have the return form, you can download a copy here.
  3. Attach the Shipping Label: If a prepaid shipping label was provided, affix it to the outside of the package. If not, please ship the package to the address provided in the return instructions using a trackable shipping method.
  4. Ship the Package: Drop off the package at the shipping carrier’s location.

Processing Your Return

Once we receive your returned item, we will inspect it to ensure it meets our return conditions. Please allow up to 5 business days for this inspection process. If the item passes inspection, we will process your refund or exchange based on your preference.

Refunds

Refunds will be issued to the original payment method used for the purchase. Please note that it may take an additional 3-5 business days for the refund to appear in your account, depending on your bank or credit card issuer.

Exchanges

If you prefer to exchange the item, please indicate this on the return form. We will process the exchange once the returned item has been inspected and approved. If the replacement item is of a higher value, you will be required to pay the difference. If it is of a lesser value, we will refund the difference to your original payment method.

Frequently Asked Questions

Shipping FAQs

How long does it take for my order to ship?

Orders are typically processed within 5 business days. Delivery times vary based on the shipping method selected and destination.

Can I change my shipping address after placing an order?

If you realize an error in your shipping address, please contact our customer support immediately. We will do our best to update the address before the order is shipped.

Returns FAQs

How long do I have to return an item?

You have 30 days from the date of delivery to initiate a return.

Can I return an item without the original packaging?

Items must be returned in their original packaging to be eligible for a refund or exchange.

What if my item is damaged or defective?

If you receive a damaged or defective item, please contact our customer support team immediately. We will arrange for a replacement or refund and cover the return shipping costs.

How do I track my return?

If you used a trackable shipping method, you can track your return using the tracking number provided by the shipping carrier.

Can I return a gift?

Yes, gifts can be returned. Please contact our customer support team for assistance with returning a gift.

Contact Us

For any further assistance, please don’t hesitate to reach out to our customer service team. We’re here to help ensure a smooth and hassle-free experience with both shipping and returns.

Email: information.gembui@gmail.com or info@gembui.com Phone: +31(6)84825164

Thank you for shopping with Gembui. We appreciate your business and are committed to providing you with the highest level of customer service.