Gemphyra Jewelry Frequently Asked Questions

1. How can I contact Gemphyra Jewelry?

You can reach us through our Contact Us page. Simply fill out the form, and our customer service team will get back to you via email within 2 hours.

2. Do you ship worldwide?

Yes, Gemphyra Jewelry ships worldwide.

3. Where do you ship from?

We ship directly from our partner facilities in Hong Kong and Europe, depending on product availability and your location.

4. Can I change or cancel my order?

As we process orders quickly to ensure fast delivery, please request any changes or cancellations within 12 hours of placing your order.
After this period, your order will already be in processing and can only be returned once received.

5. What payment methods do you accept?

We accept all major credit cards — VISA, Mastercard, American Express (AMEX) — as well as PayPal.

6. When will my order be processed?

All orders are handled and shipped from our warehouse.
Please allow additional time during holidays or promotional periods.
Orders are processed Monday to Friday and usually ship within 1–3 business days after processing.

Note: We do not ship on weekends.

7. How long will it take to receive my order?

Delivery times vary depending on your location.
Due to high global demand, orders may take 2–4 weeks to arrive.

8. What if I don’t receive my order?

If your order has not arrived within 30 days after shipping, you are eligible for a full refund.

9. Will I be charged customs and taxes?

Prices on our website are tax-free in USD.
Depending on your country’s regulations, you may be responsible for paying duties and import taxes upon delivery.
These fees are determined by your local customs office and are not covered by Gemphyra Jewelry.
We are not responsible for customs delays. For more details, please contact your local customs office.

10. How do I return an item?

Please contact us through the Contact Us page to request a return.
Our team will review your request and provide detailed return instructions.

11. What if the item I received is defective, incorrect, or damaged?

If you receive an incorrect, damaged, or missing item, please contact us immediately with your order number and photos of the product.
Our team will review your case and resolve it as quickly as possible.

12. When will I receive my refund?

Refunds are issued to your original payment method.
If you paid by card, refunds are typically processed within 7–10 business days after the returned item is received or your cancellation request is approved.
If your refund hasn’t appeared yet, please contact your bank or card provider, as processing times may vary.