FAQs
Frequently Asked Questions
Everything you need to know about shopping with Gemviera.
Orders
How do I know if my order was placed successfully?
After completing your purchase, you should receive an order confirmation email at the email address provided during checkout.
If you do not see the confirmation email, please check your spam or junk folder.
If you still cannot find it, contact us at:
Email: support@gemviera.com
Can I change or cancel my order?
We begin processing orders as soon as reasonably possible after they are placed.
If you need to request a change or cancellation, please contact us at:
Email: support@gemviera.com
Order change or cancellation requests should be submitted within 12 hours after the order is placed.
We will make reasonable efforts to accommodate requests received within this period. However, a change or cancellation is not guaranteed if the order has already entered fulfillment, been packed, or been dispatched before we are able to process your request.
A cancellation is considered successful only after you receive confirmation from Gemviera Customer Care.
If your cancellation request cannot be completed because the order has already entered fulfillment or been shipped, you may request a return after delivery in accordance with our Return & Refund Policy.
I entered the wrong shipping address. What should I do?
Please contact us as soon as possible at:
Email: support@gemviera.com
If your order has not yet entered the fulfillment or shipping process, we may be able to update the shipping address.
Once an order has been processed or transferred to the carrier, we cannot guarantee that the delivery address can be changed.
Customers are responsible for providing complete and accurate shipping information during checkout.
Shipping & Delivery
When will my order arrive?
Most orders are processed within 1 business day after they are successfully placed and payment is confirmed.
Estimated standard delivery times for the United States, Canada, and Australia are 8–11 business days after dispatch.
Order processing time is separate from shipping transit time.
Delivery times are estimates and may be affected by customs procedures, carrier delays, weather, local delivery conditions, transportation disruptions, or other circumstances outside our reasonable control.
For other available destinations, shipping options, charges, and estimated delivery times will be displayed at checkout before payment is completed.
How much does shipping cost?
For eligible orders:
- Orders over US$39.99 qualify for free standard shipping.
- Orders of US$39.99 or less are charged US$5.99 for standard shipping.
Any applicable shipping charges will be displayed at checkout before payment is completed.
How can I track my order?
Once your order has been shipped, you may receive a shipping confirmation email containing tracking information.
Tracking availability depends on the shipping method and carrier used.
Tracking information may take some time to become active after your shipment has been dispatched.
Why has my tracking information not updated?
Carrier tracking systems may not update continuously.
Your package may still be moving through the delivery network even when no new tracking event appears.
If your tracking information has not changed for an extended period or you believe there may be a delivery issue, please contact:
Email: support@gemviera.com
My tracking says delivered, but I cannot find my package. What should I do?
If your shipment is marked as delivered but you cannot locate it, please check:
- Around your delivery location
- With members of your household
- With neighbors, where appropriate
- With your building reception, front desk, management, or mailroom
- Any delivery photograph or notification provided by the carrier
If you are still unable to locate the package, please contact us within 7 calendar days of the recorded delivery date at:
Email: support@gemviera.com
A “delivered” tracking status does not automatically disqualify you from receiving assistance. We will review the available delivery information and, where appropriate, work with the carrier or fulfillment provider to investigate the delivery.
If the investigation confirms that the package was lost, misdelivered, or otherwise not successfully delivered due to a carrier or fulfillment issue, Gemviera will provide an appropriate resolution, which may include a replacement shipment or refund depending on the circumstances.
Returns & Refunds
Can I return my order?
Eligible products may be returned within 30 calendar days after delivery, subject to our Return & Refund Policy.
Scarves and fashion products that have been used, damaged, altered, washed, or are no longer in their original condition may not be eligible for return unless they are defective, incorrect, damaged upon arrival, or applicable law requires otherwise.
Please contact our Customer Care team before sending any product back.
Email: support@gemviera.com
Who pays for return shipping?
If the return is caused by a product that is damaged, defective, incorrect, or by an error attributable to Gemviera or our fulfillment process, Gemviera will cover reasonable return shipping costs where a return is required.
For eligible returns based on personal preference, change of mind, or similar customer reasons, the customer is responsible for return shipping costs unless applicable law requires otherwise.
What should I do if my product arrives damaged or defective?
Please contact:
Email: support@gemviera.com
Please include:
- Your order number
- A short description of the issue
- Clear photographs of the product
- Photographs of the packaging, where relevant
Our Customer Care team will review the information and provide the appropriate next steps.
If the damage or defect is confirmed to be attributable to Gemviera, our fulfillment provider, or the shipping process, we will provide an appropriate resolution, which may include a replacement or refund, and Gemviera will cover reasonable return shipping costs where a return is required.
What if I received the wrong product?
Please contact us at:
Email: support@gemviera.com
Provide your order number and clear photographs showing the item you received.
If the incorrect item was sent because of an error attributable to Gemviera or our fulfillment process, we will work with you toward an appropriate resolution, which may include sending the correct item or issuing a refund, and cover reasonable return shipping costs where a return is required.
How will I receive an approved refund?
Approved refunds are returned to the original payment method used for the purchase.
After we receive and inspect an eligible returned item and approve the refund, Gemviera will initiate the refund within 5–10 business days.
After the refund has been initiated, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
Products
Are product results or performance guaranteed?
No.
Fashion products may vary slightly depending on materials, lighting, styling methods, personal preferences, and other circumstances.
Product descriptions, photographs, demonstrations, customer experiences, and reviews should not be interpreted as guarantees of identical results for every customer.
How do I know if a Gemviera product is suitable for my style?
Please carefully review the product description, dimensions, materials, colors, care instructions, styling suggestions, and other information provided on the product page before placing your order.
If you have questions about fabric, size, design, styling, or how a product can be worn, please contact our Customer Care team before purchasing.
Email: support@gemviera.com
How should I use and care for Gemviera products?
Care requirements may vary by product.
Please follow any instructions, warnings, cleaning guidance, and care information provided on the product page, product packaging, or accompanying materials.
Scarves and fashion products should always be cared for according to their specific material requirements to help maintain their appearance and quality.
Payments
What payment methods are available?
Available payment methods may vary depending on your location and will be displayed during checkout.
Please complete payment only through the payment options provided on the Gemviera website.
I am having trouble completing my payment. What should I do?
First check that your billing information and payment details have been entered correctly.
You may also contact your bank or payment provider if the issue continues.
If you still need assistance, contact:
Email: support@gemviera.com
Product & Order Support
I have a question about a Gemviera product. Who should I contact?
Our Customer Care team can assist with general questions about Gemviera products, orders, shipping, returns, product features, care instructions, and the shopping experience.
Email: support@gemviera.com
When contacting us about an order, please include your order number where possible.
Still Need Help?
If you cannot find the answer you are looking for, please contact our Customer Care team.
Email: support@gemviera.com
Business Hours: Monday–Friday, 9:00 AM–6:00 PM ET
Company Information
Brand Name:
Gemviera
Company Name:
Velocity Timepieces LLC
Registered Address:
2252 Echo Trl NE, Atlanta, GA 30345, US
Website:
www.gemviera.com
Email:
support@gemviera.com
Gemviera
Timeless Style, Better Everyday.