Returns&Exchanges
RETURN ADDRESS：
Suzhou Industrial Park United Life Plaza, No. 16 Suzhou, 215000 Jiangsu, China
Contact:+86 18163705066
Email: (Please do not return your items without getting return confirmation via email from service@gemmanovae.com).
HOW TO INITIATE A RETURN?
- Please contact Customer Service on our site, indicating the item(s) you would like to return and the reason. We do not accept returned items that were sent back by you directly without checking with us first. You can contact us with service@gemmanovae.com.
- After receiving return instructions from us, please package up the item(s) to be returned with the original packing. Write your order number on the package, like GemmanovaeS0001 to make your package be recognized easily, so we can solve your problem as soon as possible.
- Drop off your package at the local post office.
- Most returns are processed within 7 business days after we receive your package. We'll issue the refund to your original way you paid for the order. Once your refund has been issued, you will receive a confirmation email. Original shipping fee & return shipping fee will not be refunded.
* Please note that all the returns, customers need to pay for the cost of shipment.
GENERAL Returns&Exchanges
- You have 7 days to decide if an item is right for you, if you would like to return the item please contact us within 7 days of delivery.
- The following items cannot be returned, refunded or exchanged : ① Items On Clearance, ②Accessories, ③Customized Items, ④Flash Sale Items, ⑤Black Friday Specials (including 70% off section/ 30% off section/ $9.9 section).
- Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that's worn, damaged, washed or altered in any way.
- Items with non-returnable marks and free gifts cannot be returned.
- We do not accept returned items that have been sent back without proper returns requests.
- We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
- Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-GEMMANOVAEproducts.
- As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
- We are not liable for return item(s) that are lost or damaged or Packages be inspected by the customs （the customer should pay the customs clearance）, please keep the receipt with tracking information., please keep the receipt with tracking information.
- We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
- Overdue Return & Overdue Lost caused by the customer, a 40% refund will be issued back. Such as, overdue to pick package up, overdue to assistant for the Customs Clearance and so on).
- We do not accept the rejected package. A 40% refund will be issued back. If you need a return, after you receive it, you can contact us.
* Note:
• For returns requested by the customer, the customer is responsible for return shipping costs. And the costs of the original shipping fees will not be refunded.
• Returns of 2-3 items from single or multiple orders are subject to a 15% restocking fee that will be deducted from the refund amount; Returns of 4 or more items from single or multiple orders are subject to a 30% restocking fee that will be deducted from the refund amount.
CONDITIONS
FOR ALL CUSTOM SIZE DRESSES:
At GEMMANOVAE, we understand that you may want the dress to ideal fit! To help you out, we offer custom sizing on most of our dresses. Custom sizing takes the same amount of time to make and ship to you!
A few things to remember about custom dresses:
Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.
We understand that sometimes small alterations are needed, we offer limited alterations reimbursement for only our custom sizes. Simply send us a picture of your receipt from the tailor and your order number and we'll do the rest! Yes, it really is that easy!
FOR ALL PRESONALIZED AND PERSONAL CARE ITEMS:
All personalized and personal care items (including earrings, lingerie, swimwear, etc.) are final sale. Due to hygiene issues there are no returns/exchanges.
CANCELLATION POLICY
We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that the most our dresses are made to order, and once the creation process has begun the materials cannot be reused. The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.
- Unpaid orders are automatically cancelled after 1 day.
• Cancel order within 24 hours of payment for a full refund.
• Cancel order 24-72 hours after payment: 80% refund + shipping fee.
• Cancel order 72-120 hours after payment: 50% refund + shipping fee.
• Cancel order > 120 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot be cancelled.
If you would like to cancel your order, please contact our customer service to proceed.
*When you receive an email from GEMMANOVAE titled "Order #_______ confirmed", your payment has been confirmed.
FAQS
WHAT IS YOUR RETURN/EXCHANGE PROCESS?
You may need to Contact US to initiate the return process within 7 days upon receiving your items. Our after-sales department will handle the issue.
WHAT CAN BE RETURNED OR EXCHANGED?
Returns must be received in new condition and get the confirmation from our customer service; unworn, unwashed, and with the hygienic liner and tags intact. Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be subject to denial.
Shoes must be returned in their original shoe box and placed inside an additional box for shipping transit. Damage to the shoe box makes shoes ineligible for return. Items sold as sets must be returned with the correct sizes, as sold. If received damaged, shoes will be shipped back and subject to additional shipping costs.
Final Sale items cannot be returned, refunded or exchanged. Gift cards cannot be returned or refunded.
WHAT IS YOUR RETURN POLICY?
GEMMANOVAE will issue a full refund including freight for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please contact our Customer Service team directly for assistance with processing your return.
WHERE IS MY REFUND?
Refunds of all kinds are always processed back to the original form of payment and at this time, we do not have the ability to change the method of payment.
- It generally takes us up to 5-7 business days to process a refund. Once the refund is processed on our end, we will email you a confirmation.
- For returned items needing a refund, the package must first be processed back into our warehouse after we receive your package. It usually takes about 10 days to receive your package and handle refund.
- All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
In the unlikely event that you haven't received an email after the time frame shown above, please Contact us, and we'll get back to you as soon as possible.
WILL YOU CHARGE A RETURN HANDLING FEE FOR THE RETURN?
If the return or exchange is due to product quality issues, Gemmanovae will responsible for paying all the return shipping cost. If the return or exchange is due to non-quality issues, you will be responsible for the shipping costs. Please contact us at service@gemmanovae.com for specific costs and addresses.
Contact After-Sales Support
Company Name: Suzhou Junmingxin E-commerce Co., Ltd.
Address: Suzhou Industrial Park United Life Plaza, No. 16 Suzhou, 215000 Jiangsu, China
Customer Service Email: service@gemmanovae.com
Office Hours: Mon- Fri 9 AM-5 PM (EST)
I RETURNED THE PACKAGE. WHEN CAN I RECEIVE MY REFUND?
Please allow up to 10 business days for your return to be processed once it reaches our warehouse. We will send you a confirmation email once your refund has been issued.
Return method
Please contact us by email to send us a return request. Please tell us your order number and the reason for the return. It is best to attach pictures or videos as proof so that we can exchange the product or make a refund.
We will respond to your return request within 24 hours.
We will send you a return address (provided your return complies with our Return Policy)
Return Method: Send By Mail
Once your product is shipped back to our return address, please send the correct tracking number to service@gemmanovae.com.
We will process your refund within 3 working days once we received your return product and all the return product(s) have checked in good condition(If you paid by PayPal, refunds will be sent to your PayPal account within 3 business days.
If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7 business days of receipt of the returned item or cancellation request. Please contact your card-issuing bank with any additional questions.