Return & Exchange Policy
30-Day Return Window
You can return items purchased from gemmavelvet.com for a refund or store credit within 30 days of delivery.
All returns must be approved by our team before being sent back.
Condition of Returns
To qualify for a return, the item must be in its original condition. It must be unused, unworn, and returned in the original packaging (including gift boxes or pouches).
Return Shipping Costs
We happily process refunds and store credit, but return shipping fees are not covered by us.
Customers are responsible for the return postage and must provide a tracking number once shipped.
Refunds
Once your return is approved and received, your refund will be issued to the original payment method.
Refund processing may take 2–7 business days depending on your bank.
If you used a discount code, the refund will reflect the discounted amount.
Exchanges
If you would like a different style or size, we can issue store credit so you can place a new order.
All exchange items must meet return conditions.
Gift Items
Gifted items can be exchanged for store credit only.
Gift cards are non-refundable and cannot be canceled.
Promotion Terms & Conditions
Bundles
• If returned as a full bundle: Eligible for a full refund or store credit.
• If returned separately: Refund or credit is calculated based on the individual item price.
Promotional Sets (such as Buy 2 Get 1 Free)
• If the entire set is returned: Eligible for a full refund or store credit.
• If returned partially:
– B2G1 example: If 1 item was free, the refund or store credit applies only to the paid items after recalculating the promotion.
– Limited-time promotions may be refunded at a recalculated proportional value.
Free Mystery Items
Free gifts cannot be returned or exchanged.
Seasonal or Limited Drops
Items marked as “final sale” (such as advent calendars or special collaborations) cannot be returned or exchanged.
Start a Return
To request a return or exchange, email us via our Contact Form with the following:
• Full name
• Order number
• Item(s) you wish to return or exchange
• Reason for the return
• If exchanging a gift: include the original purchaser’s name or email if available
We will provide you with return instructions and support throughout the process.
Product Concerns
If there is an issue with your product, such as a defect or damage on arrival, contact us immediately via our Contact Form, so we can review the case and resolve it.