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We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

How do I return an item or an entire order?

Step 1: Please contact our customer service team at cs@gemlooks.com.
Start the return process with the following information *Order number
*Proof of purchase
*Video or photographic evidence of the faulty product

After the return request is accepted
Step 2: Return the product using the complete package.
*The purchaser is responsible for shipping costs if there is no product quality issue.
*Losses caused by return packaging issues are borne by the shipper.

Here are the details, please read carefully
Check your eligibility: To be eligible for a return or exchange, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging; this step requires appropriate photographic evidence. In the case of product quality issues, you will also need to provide a receipt or proof of purchase and clear photographic or video evidence. Please understand that customized products, personalized products and grillz are not returnable.

To begin your return, you can contact us at cs@gemlooks.com. If your return is accepted, we will send you a reply and return information within 48 hours, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

3. Any other questions feel free to contact us at cs@gemlooks.com. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Non-returnable items:

  • Sale/Discounted items are not refundable or exchangeable. (includes discount codes)

  • Personalized items with “custom” and “photos”, such as rings, necklaces, and bracelets, are non-refundable.

  • Special order items such as those with custom sizes and colors are not refundable. 

  • Items without jewelry packaging or that have been worn, damaged, or altered are not refundable and will be returned to the customer at their expense.

  • Items that were worn, or sent to you as Replacement/Exchange are not refundable.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
Once we have communicated the above return process and received and checked your return, we will notify you via email within 24 hours and let you know if the refund has been approved. If approved, we will initiate a refund to your payment channel within 24 hours and you will receive a refund in the original payment method.

Please understand that it will also take some time for your bank or credit card company to process and post the refund after it has been initiated.

 

Cancellations

GEMLOOKS accepts cancellation on orders up to one hour after the order is placed.

To cancel orders, please contact customer support via email at cs@gemlooks.com.