FAQ

Ordering

  1. Q: Are my online payment transactions secure?
     
    A: Yes. All transactions go through either Paypal or Stripe, two leaders in online payments processing. Pages on our website where you enter personal information are protected with SSL encryption.
  2. Q: I've just placed an order and forgot an item. Do you combine orders?
     
    A: Yes, we do! But just in case, contact us before you submit another order so that we could hold on to the first one, because we ship out really fast!
  3. Q: How soon will I receive my order?
     
              A: We usually ship within 24 hours on business days. From there, it may take 2-5 business day within the US, around 2 weeks to Canada and up to a month to other countries. You can use this online tool provided by the United States Postal Service to calculate the arrival date more precisely: Enter the tracking number. 
    https://tools.usps.com/go/TrackConfirmAction_input

REFUNDS AND EXCHANGE

  1. Q: I want to return my purchase, What do I do?
     
    A:We will gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship. Fulfillment mistakes that may be made which result in the shipment of incorrect products to you will also be accepted for return.

    Items must be returned in unaltered condition and properly protected against shipping damage.

    Lost Packages: On rare occasions, due to no fault on our part, a package sent via the USPS may not arrive at its destination. In such an instance, we will reship your order after a reasonable time has elapsed, but we will require that you sign an affidavit confirming that your package was indeed never received.

  2. Q: How long would it take for me to get a refund?
    A: We issue refunds within 2 business days of receipt of the items.

 

       1. Q: I couldn't find what I was looking for. Can you help

                    A: Absolutely, let us know and we will find it for you!

  1. Q: Do you have a printed catalog?

    A: No. We are constantly adding products and our inventory is always changing, a printed catalog would be outdated the day we print it.
  2. Q: Do you have a physical store?

    A: No. We are currently an online business only and do not have a retail store or pickup location.
  3. Q: Do you sell wholesale?
    A: Yes, we do. Our current discount for wholesale accounts is 25% and the minimum order is $200. Please contact us for more information.
     
  4. Q: Custom and Personalized Orders?

         A: Yes, If you're interested in a personalized design just for you, or if you would like something you've seen in the shop in a different size or color, don't hesitate to send a note! I love custom orders and I am happy to work with you to create something to your specifications. 

     6. Q: Do you offer discount and coupons code?

         A: Yes, I offer coupons and discounts during certain holidays and events as well as a discount for return customers. Please note that all coupon codes and discount codes must be applied to your order at check-out or they are not valid for use. I will not apply coupons and discounts retroactively (i.e., after your transaction is complete and your order has shipped).

     7. Q:  What if I think that my package is lost?

        A: Please contact me immediately if you believe your package has been lost in transit. 

             For International Orders: Delivery times quoted by the post office are usually accurate, barring any delays that may be caused by customs issues at the country of destination. No international package will be considered lost until 45 days after your order's ship date. This ensures that there are no customs delays or other issues causing a delay in delivery. At that time, I will send you a link for you to confirm via affidavit that you have not received your item. Once completed, I will then refund your order.

    8.  Q.  My order was damaged in transit, what do I do?

         A: If your item is damaged in transit, please contact me immediately so that I can do my best to resolve the problem for you. Claims of damage will require a picture of the item and its damage, as well as the damaged packaging it came in, in order to move forward.

   9.  Q.  I have allergy concerns?

         A: I only purchase supplies that are lead-free and nickel free so that you can buy with confidence. All items listed for sale are made in a smoke-free environment. If you have allergy concerns pertaining to items that you're interested in purchasing, please feel free to contact me. I'm happy to answer any questions you may have.

 

TYPOGRAPHICAL ERRORS

In the event a product is listed at an incorrect price due to typographical error or error in pricing information received from our suppliers, A Gem Stars shall have the right to refuse or cancel any orders placed for products listed at the incorrect price. Gems by Alice E. shall also have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, A Gem Star will issue a refund to your card in the amount of the incorrect price.