Find here the answers to the frequently asked questions about the universe of Gemolia
Once your order confirmed, you'll receive a confirmation e-mail including your order summary and number.
You can follow your order's status on our online customer space, in the section "My orders". Click on "Order's details" and find the thumbnail "tracking number".
Once the package is managed by the shipper, you'll automatically receive an e-mail with a tracking link. Check your spam.
If you still haven't received an email within 2-3 business days of placing your order, please contact our customer service at email@example.com.
Please note that if you have chosen payment by bank transfer, your order will be processed as soon as we receive the payment. It is therefore possible that the time of reception of the email will be longer.
GEMOLIA delivers everywhere in Metropolitan France, in France overseas and in Europe.
During the finalization of your order, severaloptions of delivery are proposed to you. Delivery times are in working days (excluding weekends and public holidays), and depend on the shipper. They are given as an indication and cannot be guaranteed because of external factors independent of GEMOLIA
For the inhabitants of Corsica and the DROM-COM, the delay can be lengthened of a few days.
- Colissimo : 2-3 working days
- Mondial Relay : 3-6 working days
- Outside France : 5-10 working days
Mondial Relay delivery costs 3€90 and is offered for any order higher than 39€ (Metropolitan France, Belgium, Luxembourg).
Standard home delivery costs 6€90.
For Europe, the Standard delivery costs 9€50.
Standard delivery for DOM-TOM costs 10€90.
2. Returns, exchanges, credit slips, refunds
GEMOLIA does not offer exchanges.
In accordance with the law, you have a withdrawal period of 14 days from the day of delivery of your order to make a return. The shipping costs of the return are at the buyer's charge.
IMPORTANT: engraved or personalized jewels or custom-made creations can neither be exchanged nor refunded, except in the case of a proven defective condition upon receipt of the order.
According to the law, you have a right of withdrawal of 14 days from the day of delivery of your order, without having to justify a reason for return.
If you wish to make a return, you can contact us :
- by e-mail at firstname.lastname@example.org
- directly from your customer account in the "Return Request" section
Our customer service will then tell you the procedure to follow.
You wish to make a return in accordance with your right of withdrawal. The items must be returned in new condition and in their original packaging to the following address
39 rue Madame de Sévigné
Be sure to attach a copy of your invoice with the mention "Voucher" or "Refund" according to your preference. Also make sure that your name is clearly visible in the "sender" section.
After checking the package and the condition of the jewelry, you will receive, depending on the option chosen, your refund or your credit note within a maximum of 3 working days.
The refund will be made according to the same option of payment chosen during the finalization of your order within 7 working days.
The shipping costs of the return will be charged to the buyer.
IMPORTANT: engraved or personalized jewels or custom-made creations cannot be exchanged or refunded, except in the case of a proven defective condition upon receipt of the order.
You are not satisfied with your order and you wish to make a return. Your request is processed within 72 hours from the receipt of your return.
You can choose between two options :
- A refund within 7 working days, depending on the method of payment chosen
A credit note for the amount of your order valid for 1 year on the whole GEMOLIA store
If you have a credit slip, it will be visible in your GEMOLIA customer area under the heading "Credit slips". A credit slip can only be used once and has a limited validity period.
To apply your promotion, enter the code in the box provided before finalizing the order. By clicking on the "Apply" button, the discount will be automatically applied to your cart.
If an error message appears, please check the spelling of the promotional code (zero or capital O etc..).
For the discount to be applied, your cart must respect the validity conditions of the promotional code (minimum amount, category of jewelry eligible for the offer, etc...).
Some promotional codes require you to be connected to your customer area when ordering. Promotional offers are not cumulative, you can only enter one code at a time.
If you forget, it is not possible to apply a promotional code after the order has been finalized.
To ensure proper receipt of your return by GEMOLIA, we recommend that you send your package via Colissimo Suivi with acknowledgment of receipt. GEMOLIA can not be held responsible in case of loss, theft, or incorrect address.
The return policy applied is the same for all orders, even jewelry purchased on special offer. You have a right of withdrawal of 14 days from the date of delivery of your order. You can choose between a refund or a credit of the amount of your order.
3. My order
The orders are transmitted to our logistic teams a few minutes after their validation. To modify or cancel an order, contact our customer service directly by email at email@example.com.
If the cancellation or modification is not possible, you have 14 days to make a return and obtain a refund or a credit.
For logistical and legal reasons, GEMOLIA does not make orders by phone.
Gold-plated or steel jewelry is packaged in an anti-oxidation bag, protected by a fabric pouch.
Silver jewelry, and/or jewelry made of precious stones or freshwater pearls are protected in a jewelry box with the GEMOLIA logo.
Orders are delivered in a packaging compatible with mailboxes, depending on the size of the order and the chosen transporter.
In line with GEMOLIA's commitment, the packaging used is ecological and FSC certified.
You can get an individual gift wrapping by checking the option when you order.
Regardless of the delivery method chosen, GEMOLIA will take your order between 1 and 2 working days.
This time is given as an indication and may vary due to factors to be taken into account: time at which the order is placed, holidays...
All GEMOLIA jewels are delivered in their box.
If you wish to have a jewel individually gift-wrapped, please check the option "I would like my order to be gift wrapped" when you are at the checkout in the "Shipping Method" section. You will then receive an individual packaging for each item."
Whether it's for the pleasure of giving or for a special occasion, you want to mark the occasion by adding a personalised note. It is possible!
Let us guide you through the order process. When choosing the delivery method, you will have the possibility to write your comment in a dedicated space. You can also tick the "gift wrapping" box.
You have just finalized your order and you have not received a confirmation email? There are several possibilities: the payment was refused, or the email is in your junk mail.
If none of the cases correspond, contact our customer service by email at firstname.lastname@example.org.
By connecting to your customer area, you will be able to download the invoices related to each of your orders.
You can also contact the GEMOLIA team at email@example.com who can send you the invoice directly by e-mail. To do so, please provide the order number.
4. Warranty and customer care
Gold plated and steel jewelry is guaranteed for 3 months from the day we receive your order.
Silver jewelry, and/or jewelry made of precious stones or freshwater pearls are guaranteed for 1 year from the day we receive your order.
In spite of all the care we take in the preparation of orders, you have noticed that your jewel is damaged. As soon as the reception of the package, take a picture of the jewel or jewels concerned and write to firstname.lastname@example.org with the picture proof.
The customer service will contact you and will indicate you the procedure to follow.
You have noticed a manufacturing defect on a piece of jewelry when you received your order and we are sorry about it.
During the entire warranty period of your jewel, GEMOLIA will replace it with an identical one or repair it when possible.
If the problem comes from a lack of maintenance, no repair is possible.
If the jewel concerned is no longer available, GEMOLIA will proceed to reimburse the purchase value of the jewel after receiving the defective jewel.
To verify that the conditions are met, we invite you to contact our customer service beforehand, either by e-mail at email@example.com.
If the conditions are indeed fulfilled, you must then proceed to the return of the defective jewel.
Your GEMOLIA jewel is dear to your heart and deserves all your attention. Find here all our maintenance advices.
5. My Gemolia space
When you finalize your order, you will be asked to long in to your space or to create one. You just have to fill in the fields that appear.
You can create your customer area directly without placing an order by filling in the form. Connect to your customer area before placing an order: the information will already be filled in.
Your customer area allows you to find all the information concerning your orders or your pending credits
To access your customer account, click on the black "silhouette" icon at the top right of the home page. To identify yourself, simply fill in the fields with the e-mail and password you chose when you created your account.
Make sure your email address and password are spelled correctly. If you are still unable to log in, contact our customer service department at firstname.lastname@example.org.
You want to connect to your personal space but can't remember your password? Don't worry. By clicking on "Forgot your password?", you will receive a link to reset your password at the email address you provided when you registered.
By connecting to your GEMOLIA space, you have the possibility of modifying all the data recorded and accessible in "My account". You can also view your orders. For any other request, you can contact the GEMOLIA customer service at email@example.com
To permanently delete your GEMOLIA space, you must make a request to our customer service by email at firstname.lastname@example.org. Your request will be processed as soon as possible.
By connecting to your customer area, you will be able to download the invoices related to each of your orders. You can also contact the GEMOLIA team by e-mail at email@example.com, who will be able to send you the invoice directly by e-mail. To do so, please provide the order number.
To keep up with GEMOLIA news, receive special offers and exclusive promotional codes, subscribe to our newsletter. To unsubscribe, click on the link at the bottom of the email you received. Your unsubscription will be taken into account as soon as possible. If you are unsubscribed but still receive emails, please contact our customer service at firstname.lastname@example.org.
Three means of payment are accepted by GEMOLIA :
- By credit card
- By PayPal
- By bank transfer to the following RIB :
Holder: ZL Distribution
IBAN : FR76 3000 3005 8000 0203 4765 875
BIC : SQGEFRPP
Bank establishment: Société Générale - 32 avenue Jean Jaurès 08000 Charleville-Mézières
If you choose the option of payment by bank transfer, note that your order will be taken into account and processed from the receipt of the transfer.
The respect of our customers and their data is essential for GEMOLIA. Thanks to the payment platforms used, none of your banking data is saved and your purchase is totally secure thanks to the https protocol and the regular updates of the site.
For security reasons, you may have to identify yourself. Then follow the instructions given by your bank (sms, email, banking application). Without authentication, the payment will not be taken into account.
To finalize your order, you have chosen a payment method.
If at the end of the payment process, you do not receive an order confirmation email, it is possible that the payment was refused. We invite you to contact your bank.
However if you have received an order confirmation but it does not appear in your personal GEMOLIA space, contact our customer service at email@example.com.