Thank you for reaching out to us! PureGem customer service hours are MONDAY- FRIDAY – 10am-4pm Australian Eastern Standard Time (AEST)
We do our very best to answer all questions within 24-48 hours. However, if for some reason you do not hear from us within 48 hour,please kindly refrain from sending additional emails so that we may provide the best possible service to all our PureGem customers and avoid sending repetitive emails :)
Check these FAQs for more information:
HOW LONG WILL IT TAKE MY ORDER TO ARRIVE?
- The order will be processed and shipped within 3-5 business days.
- You will receive a shipping confirmation via e-mail or sms and tracking number once your products are shipped.
- It will USUALLY take 2-3 weeks, from the date of shipping for your order to arrive worldwide, but PLEASE allow up to 2-4 weeks due to high demand.
UNHAPPY PURCHASE, WANTS TO RETURN/REFUND?
We'd be happy to refund or send a replacement if the customer received a defective item or an incorrect size due to company's fault.
We just need some pictures to review.
If the issue is quality, customer need to return the item(s) to receive a full refund.
If you need to exchange or return, send us an email at firstname.lastname@example.org.
I HAVE PLACED AN ORDER CAN I TRACK MY ITEMS?
If for any reason the tracking website isn't working or not showing up just email us at email@example.com and we will get back to you promptly.
WHAT IS THE STORES RETURNS & EXCHANGE POLICY?
- For MOST items we offer up to 60 days exchange policy. If you would like to exchange your product just email us and we will provide you with a return address. Please note, you are responsible for return costs.
- Please note, any product which has intimate/health usage (shape-wear, exfoliators etc.) are not covered due to hygiene factors. Sorry! (contact us if you are not sure if this applies to you).
- We STRONGLY recommend looking at the sizing guidelines outlined in the product description before purchasing.
MY ORDER WAS LOST OR DAMAGED, WHAT DO I DO?