Shipping & returns

Shipping and Delivery

Products on GemWerx that you order may originate from multiple Vendors.  Once you have finalised and paid for your order relevant Vendors are informed and will ship their part of your order.  As a consequence your order may arrive in parts with various shipping times depending in where in Australia the Vendor has their business.   

Orders are usually processed within 1 business day but can occasionally take up to 3 Business days to ship. Unless you’re having an item specially made or have pre-ordered, delivery within Australia will normally occur within five to seven working days, and often much sooner. International delivery will take longer so expect up to 14 working days for delivery. Pre-order items will take longer as these will ship from non-Australian warehouses; expect up to 30 days for delivery of these items.

Each Vendor will provide you with an AusPost tracking code so that you can follow the progress of your deliveries unless your delivery is coming directly from an overseas warehouse.  

If you want more information about delivery for a product that you’ve already ordered, please get in touch with the appropriate Vendor directly. You can do this using the contact link on your order confirmation email. Once you’ve done this, if you’d still like some more help, get in touch with us – we’ll be very happy to help.

Very occasionally, unavoidable factors can delay a parcel being sent (bad weather, illness or postal strikes, for example). If this happens the seller will let you know. We do ask for your patience if this happens – we’ll be doing our best to sort it out for you. Once your order is on its way, the seller will be in touch again to let you know when you should expect it.

Upon shipment, you will be emailed a tracking number. Please note that while GemWerx and its Sellers do our best to ensure safe delivery of your item we cannot be responsible for mistakes made by AusPost or for the security of your delivery point. You are 100% responsible for ensuring that the delivery address that you provide is correct and the security of your delivery point (e.g. mailbox). If the AusPost tracking system indicates that a delivery has been made and this is confirmed by AusPost then the most likely problem is the security of your delivery point. 

Please note that international orders for deliveries outside Australia may be subjected to import duties and taxes by the receiving country. All additional charges for customs clearance, import/customs duties and taxes are payable by you (the customer/recipient). Such charges are not the responsibility of GemWerx or it's sellers. You should contact your customs office for further information.

Delivery and Promotions

If you take advantage of a discount (such as 10% off), the reduction is applied only to the price of the product you’ve chosen, not the delivery cost. Also, any free delivery offers will mean standard delivery only.

If a product is delivered for free this is clearly displayed on the product page.

Returns and Refunds

GemWerx and our sellers stand behind each and every product that we offer for sale on our website. We carefully pick each product that becomes a part of our catalogue based on pricing, quality, and aesthetic value. From time to time though you may need to return products to us for whatever reason; we make this process as easy as possible.

For most products, you have 7 days after receipt to notify the seller that you want to cancel the order or exchange the item. The cancellation period will expire 7 days from the day on which you receive the goods you have ordered.

Note that the refund policy does not apply to product that has been altered in any way or that has been used.

How to cancel your order, or return or exchange a product

All sellers comply with our returns policy, giving you peace of mind when ordering.

Gift vouchers are refundable within seven business days of purchase (see our gift voucher terms and conditions).

Our return policy is to offer a full refund of the product price if you are unsatisfied for any reason; however, you, the customer are responsible for returning the product in saleable condition and paying for all shipping costs. If you plan to make a return, we need to be notified within 7 days of you receiving the products (as noted on the AusPost tracking system). All returns must be received by within two weeks of notification of a return.

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).

How does it work?

    1. If you wish to return your product please login to the website and select 'Orders' under 'My account' in the footer menus:



    2. Click the Return Item(s) button beside the complete order that you want to receive a return for. The Return Item from Order # is displayed, as shown in the following example:



    3. From the list of products Qty. to return dropdown list, select the number of items of the product you want to return.
    4. From the Return Reason dropdown list, select the reason for requesting a return. For example, wrong product ordered, wrong product received and more.
    5. From the Return Action dropdown list, select the required return action to take. For example, repair product, replace product, issue credit and so on.
    6. In the Comment field, enter an optional comment for information purposes.
    7. Click Submit return request. A confirmation message is displayed informing you the request has been submitted successfully.

    8. After using the Return Request feature, you can manage your requests from My Account page in the public store:

       


Do not return the items until The store owner has reviewed your return request and you have been advised whether your request has been approved or rejected.

If your request is approved securely package your item and include its original packaging. Please be sure to include all the original documentation and, if possible, a photocopy of the original invoice. This is especially important with regard to the certificate of authenticity if relevant.

We highly recommend placing the item, wrapped in tissue paper, bubble wrap or microfibre, into a double box and then wrap it with good quality wrapping paper. Take special care to seal all seams with a layer of sticky tape.

Address the package clearly. Do not write anything on the package that could indicate that it contains items of value! Do not forget to add the RMA number (return request number) issued to you.

When we provide your RMA number we will also privide you with a return address.  Send the package, fully insured if appropriate, either via registered mail or a well-known and reputable shipping company such as AusPost or FedEx (we recommend you use a signed-for delivery service with proof of postage) to that address.

Make sure that you have a tracking number and request that you be notified when the parcel has been delivered.

As soon as we receive your package, we will examine the item. Should it be damaged in any way, or if it has been altered by anybody other than GemWerx or show signs of wear then, regrettably, we cannot accept its return.

Once the return has been approved, the return package has been received, and has been received in satisfactory condition, we will expedite the Return Action you have requested.

At no time do we charge any restocking or repackaging fees. We value your business and hope that you don't need to return product to us, but want you to feel comfortable knowing that you can if needed.

If you have any questions about our return policy, please contact us and we will do all we can to assist you.

Note: GemWerx cannot be held responsible for any damaged or lost return packages.