FAQ (Frequently Asked Questions)
For any additional questions or comments not answered by our FAQ list below, call us anytime at 888-GEM-4501
Q. I have placed my order, how can I check the status?
A. Make sure to create an account so that you can track all of your purchases and shipments through Gemour.com
Q. How can I pay for my order?
A. We currently accept all major credit cards, PayPal and Amazon payments. All other forms of payment are currently not accepted, however please keep checking this FAQ page for any updates on additionally accepted services.
Q. Why is my order not going through?
A. Please make sure that your billing information exactly matches your billing address as provided to your banking or credit card institution. Also, please make sure that your three or four digit verification code exactly matches the code found on your card. Fraud detectors will prohibit an order from receiving final authorization should any of this information be incorrect.
If your order is declined, an error message will appear regarding the reason. If your order is declined, some instances will cause a pending transaction on your bank or credit card statement, which will automatically void within 3-5 business days (depending on your banking or credit card institution). In some instances, you amy be able to have this transaction cleared sooner by contacting your bank directly. A pending transaction will not fully post to your account without a final authorization however your banking or credit card institution can keep these authorizations open for up to 5 business days.
Q. Can GEMOUR customize my item?
A. Currently we cannot customize any items unless personalizing is specifically activated for an item. Personalizing is not available for any items at this time.
Q. Can I receive a promotional price on an item I already purchased before the promotion began?
A. Currently we will honor the sale price of an item for purchases made within 5 days of the start of the sale.
Q. What are your shipping options?
A. We currently offer the choice of FREE UPS Ground within the continental USA. We also offer 2nd Day Air or Next Day Air expedited services for within the continental USA. For Canada and other available international locations, we offer Fed Ex International Shipping.
Q. To receive my order shipped via Next Day Air, when must I submit my order by?
A. All orders that select UPS NEXT DAY AIR and are submitted through GEMOUR.com successfully before 11AM Eastern time on an business day (excluding any holidays) will be shipped same day. Otherwise please allow 24 hours for your item to be picked up by UPS, meaning your order will arrive within 1-2 business days.
Q. Do my purchased items come gift wrapped? Is gift-wrap an extra fee?
A. All items come in either brand provided packaging (if a box is provided by the brand or designer) or our GEMOUR box with a bow featured below: We currently do not feature paper wrapping due to the gift bow design on our boxes.
Q. What is your return policy?
A. To view our current return policy please click the link below:
Q. Will sterling silver tarnish?
A. Chemically, pure silver is not very reactive—it does not react with oxygen or water at ordinary temperatures, meaning it does not tarnish easily. It's the other metals, primarily copper, when used to create the sterling silver alloy that make sterling silver react. The copper reacts to moisture and sulfur in the air, causing oxidation, or tarnish. Our rhodium, gold or platinum plating on jewelry provides maximum durability and helps prevent the sterling metal to interact with these elements that cause oxidation.
Q. How do I clean my jewelry?
A. Clean sterling silver, cubic zirconia rings and jewelry with warm, soapy water and a soft cosmetic brush. When you are done cleaning your jewelry make sure to dry CZ stones fully to keep their brilliance and shine.
It is highly recommended for plated jewelry to not use dips, cleaners or polishing cloths, as this can wear down or remove the surface plating of your piece.
Fashion Jewelry items may also be sensitive to water exposure, please ensure to use a damp cloth and thoroughly towel dry.
Q. When should I refrain from wearing my jewelry?
A. Remove any fashion or sterling silver cubic zirconia jewelry when doing any rigorous activity such as housework, working out, swimming, showering, to ensure the longest possible luster and shine of your jewelry.
Q. How should I store my jewelry?
A. It is a good idea to keep your jewelry box organized as this will have many benefits. Store cubic zirconia jewelry in a fabric-lined box for protection and keep jewelry separated to prevent scratching and other damage.
To review the latest information on all things jewelry please visit this link.