FAQs

We Ship Internationally

Right now we're able to show dozens of global currencies to give you a sense of how our prices convert into other currencies. We're working to implement new payment systems that will allow us to accept not only different currencies, but also dozens of different regional payment systems. So while the content of your cart may currently be displayed in your local currency, the Gem Stores process all orders in USD at the most current exchange rate.

IMPORTANT: All orders will have a tracking # system provided by Shopify's application: Arrive. An email confirmation will be sent as soon as your package is scanned.


Getting Your Package Safely:

We use USPS (United States Postal Service), FedEx and DHL for deliveries inside the United States and abroad. All of our shipments leave the United States and will likely spend time in the customs for the country where the shipment arrives. We cannot provide any customs clearance estimates, but in most cases, shipments may spend anywhere from one to three days in customs.


Delivery Time Period

Our delivery time period varies per drop / collab. If an item is in-stock, our shipments go out every Tuesday and Thursday of the week. This can take between 1—3 days from purchase to begin it's fulfillment process, a timeline which does not include Weekends or Holidays. Once your order has been shipped, you will receive an order confirmation email with a tracking #. Once a package leaves our fulfillment center, you must reach out directly to the shipping carrier selected during checkout to resolve delivery issues.


IMPORTANT: Before ordering, please make note whether your item is in pre-order. These items tend to take at least 2-3 weeks from the day pre-orders close. Orders that are mixed with pre-orders and in-stock items might ship in different shipments. Please remember that the delivery of your order is the responsibility of the shipping carrier (USPS, Fedex, DHL).

Returns + Exchanges

Our current return policy lasts 14 days from delivery confirmation. We gladly cover your shipping and restocking costs to ensure your entire process is easy. To be eligible for a return, your item must be unworn, unwashed, and undamaged, and in the same condition that you received it with the original tags. Eligible returns include wrong shipping item, and damages (photo proof may be required).Please message us below to begin your return and/or exchange request.


Shipping Your Return:

*A shipping label will be provided. Please do not use your own label to make a return.

Non-returnable Items

Gift cards.


There are certain situations where only partial refunds are granted:


Any item not in its original condition, is damaged or missing parts for reasons not due to our error. 

Any item that is returned more than 14 days after delivery.


Refunds (if applicable):


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
Upon approval, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds (if applicable):


If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us (below).

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

IMPORTANT: *If you are shipping an item over $30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Made and designed in the USA

We only source merchandise from socially responsible businesses with ethical manufacturing practices. 

Our branded products are designed and manufactured in the United States. Unless otherwise mentioned all apparel decoration is done in the United States on blanks from the US.

GET IN TOUCH

We want to hear from you! We'll get back to you ASAP.

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