FAQ's
I have not received my order confirmation?
As soon as an order is placed with us an email confirmation is emailed to the email address you used to place your order or to the email address within your Pure Gemme account (if logged in). If you are not seeing your order confirmation email in your inbox, please check your junk/spam folder as sometimes it may end up there.
If you have an account with us, you can also log in and check that your order was placed from within the my account portal. If you are still experiencing difficulties, please contact us.
Can I change my order after it is placed?
Unfortunately once an order is placed it cannot be revised. A new order will have to be placed for any additional items.
Can I cancel my order after it has been placed?
Once an order is placed and payment has been processed, unfortunately we are unable to cancel the order.
Can I change the shipping address for my order after purchase?
We can easily change the shipping address for your order if it has not been processed as yet. Send our Customer Experience team an email at support@puregemme.com with your ORDER NUMBER and the UPDATED ADDRESS as soon as possible.
Exceptions: We CANNOT change the shipping address from one country to another country after payment has been processed.
I received my package and I have an issue with the items received.
We are so sorry to hear that and we will do our best to resolve your problem. Our customers' satisfaction is our main goal. Please contact our Customer Experience team here, within 7 days from receiving your package so that we can assist you further. Include your ORDER NUMBER and we may ask for photos of the items received to best help resolve your issue.
Can I view my order status without creating a Pure Gemme account?
If you do not create an account with us - which gives you first access to updates, discounts, and other specials - you will not be able to view your order status as you must be logged into your account to do so.
No need to worry! We still send you all order updates to your email, which includes: order confirmation, shipping alerts and tracking information, and all other order-related information.
What forms of payment do you accept?
We accept all major credit cards, as well as PayPal, Apple Pay, and Google Pay.
Will I be charged international bank fees if my bank/credit card is from outside the United States?
Please check with your bank or credit card company to find out if they charge additional fees for international transactions. After placing an order with us, your final total is calculated and charged in the currency selected at checkout.
If the currency you use is not available at checkout, you can check the total of your order prior to payment using any currency exchange rate converter such as XE Currency Converter.
Can Gift Cards be delivered to my recipient's mailing address?
All gift cards on our site are considered e-gift cards. They can only be delivered electronically, however you do have the option to print out the gift card and gift it yourself if you prefer.
For more information on purchasing a Pure Gemme Gift Card, please visit HERE for more details.
Can I include the purchase of a Gift Card as part of my order?
Our gift cards can only be purchased as a single order at this time and cannot be combined with other purchases in one order. You can however place a separate order within the Pure Gemme Shop for any additional items.
Can I use my Gift Card for part of the purchase of an item?
Yes. As long as your gift card has a monetary balance, you can use any amount up to the card balance, towards the purchase of any item in our store. If there is an outstanding amount after your gift card is applied, you can use any other payment method available based on your region.Â
Do your Gift Cards have an expiration date?
Yes. They are valid for 12 months from the date of purchase.
Can I get a refund for my Gift Card purchase?
Yes. We allow returns within 30 days of purchase as long as the gift card has not been activated and the full purchase amount still remains on the card.
Do your discount codes expire?
Yes they do, except for your first discount code which is issued when you sign up to receive our newsletter for updates.
Discount codes that expire, will show its issue date and expiration date when received.
Can discount codes be combined or used on sale items?
Unfortunately our discount codes cannot be combined with any other offers on our site at this time.
What shipping options do you offer?
We offer both Standard and Expedited shipping for U.S., Canada, and other International customers. For further information on our shipping and delivery options, refer to Pure Gemme's Shipping and Delivery Policy.
How are your shipping rates calculated?
We provide flat-rate fee shipping as follows:
Standard Shipping
- United States $5.00
- International $14.99
Expedited Shipping
- United States $14.99
- International $25.95
*All U.S. and International orders over $99 qualify for FREE Standard shipping. Order total after any discount is applied must exceed $99 to receive free shipping.
For more details, visit our Shipping and Delivery Policy page.
How long will it take for my order to be processed for shipment?
We strive to process all orders within 3 business days after your order is placed. Given a number of factors, this processing time may be longer (up to 4-5 business days) for both Standard and Expedited Shipping. Please note, our processing times does not include weekends and holidays.
Processing times begin once your payment has been authorized and verified which is usually the same day that the order is placed for most payment methods.
Will my international order be charged customs/duty fees?
All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties fees are normally determined by the country of import of your order based on items total value. To get an estimate of the potential fees you can visit http://simpleduty.com/import-calculator
Note: These fees are not included in your order/shipping total.
Will I be able to track my order?
Yes. All orders fulfilled come with a tracking number which will be provided to you by email once your package is shipped.
How do I track my order?
If you have a Pure Gemme account, you can login to your account portal here, and check on the status of your most recent order.
You can also track your order by using the Tracking number emailed to you and by checking the status here.
Tracking information can take up to 48 hours to become available from the shipping carrier.
What is your Returns Policy?
Returns are allowed within 30 days of delivery of your order if you are not completely satisfied. You will be required to cover the shipping costs of returning the items to us. Please review our Returns and Refund Policy for more detailed information.
Do you offer Exchanges?
No we do not.
I have not received my Refund?
Keep in mind that once your item(s) are returned to us it can take up to seven (7) business days for it to be processed. Once the refund is processed, it may take up to 5 business days to appear back into your account.
If this time period has lapsed following the receipt of your item(s) by our team, contact our Customer Experience team, HERE with the following:
- Your original order number
- Your tracking number generated to return the order to us
- Copy of the postage receipt (optional)
Is it free to create a Pure Gemme account on your website?
Yes, it is completely free to create an account on the Pure Gemme shop. We don’t charge any fees for account creation or maintenance. Click here to get started.
How can I access my account?
Click on Login/Register located at the top of the page if you’re using a desktop, or the My Account icon at the bottom of the page if you’re on a mobile device. Then, enter your email address and password to log into your account.
I'm having difficulties logging back into my account. What should I do?
You may try resetting your password first. If this does not resolve the issue, please get in touch with our Customer Experience team and provide your account details. We'll help you regain access to your account promptly.
How do I reset my password?
If you can’t remember your password, simply click on the reset password link here. You will receive an email with instructions to create a new password.
How do I update my account information?
To update your account information, log into your account and click on the "My Account" section. From there, you can update your name, email address, billing and shipping information, and password.
Do I need to have an account at Pure Gemme to place an order?
No, you do not need to create an account with us to place an order. You will have the option to checkout as a guest, but you will miss out on the exclusive discounts and rewards our account holders receive.
Will my personal information be kept private?
Yes, we guarantee the safety and security of your information in accordance with the updated data protection act. If you would like more information about our privacy policy, please refer to our privacy notice.
How can I remove my personal information from your database?
If you would like all your information removed from the Pure Gemme database, please contact our Customer Experience team with your email address. Note that once your account is deleted, all your account information and order history will be permanently removed from our system.
Still have more questions? Contact our Customer Experience team here.
