FAQ
GemmaStones.com is an electronic store created with the sole purpose to provide exclusive and unique hand-crafted jewellery from talented designers, to customers that can appreciate their craft and amazing concepts. Our products are divided in five main categories: Bracelets, Earrings Necklaces, Pendants, and Rings.
Our store address and contact information are the following:
GemmaStones.com (c/o Alexandros Dimitras)
169 Megalou Alexandrou Street
Postode 13562, Agioi Anargiri
Athens, GREECE
Tel: +30 210 2638 324
Fax: +30 210 2638 344
Cell: +30 697 4433 621
The designers we represent carefully choose the materials they use in every product, resulting to a jewellery creation that is indicative of their skills, imagination and fine work. Please take your time to browse through our catalogue and do not hesitate to contact us for any type of request or information.
How do I search for a product or features?
You can search for any product or a feature (e.g. a jewellery material) by using our advanced search engine on the top bar (browser) or menu (mobile) of all pages within GemmaStones.com.
How does ordering work?
Once you find the product(s) you wish to purchase, you only need to click on the "Add To Cart" button, if available. Upon checkout, it is required that you create an account and become a registered customer of GemmaStones.com by entering your full name, a chosen password and your valid e-mail address. You will also need to enter your billing and/or shipping address in order to obtain the exact final cost of your purchase, at the end of the checkout procedure. Should you decide to submit your order, you will receive a confirmation e-mail of your ordered item(s).
Is my personal information safe with you?
The only goal of GemmaStones.com is to provide a wide selection of high quality products while keeping our customers satisfied immensely. This means that we greatly value your preference towards our store as well as your business, therefore highly respecting the privacy of your information.
Any personal data that you are requested to store in your profile will be strictly used for business between yourself and GemmaStones.com, as no other third-party had or will have access to it. No one except our Sales and Customer Service departments has access to your personal information whatsoever and this only occurs when the need arises for it.
How do I know that my order was submitted?
You will receive a confirmation e-mail that your order has been received by GemmaStones.com and a second e-mail as soon as your order is dispatched to your shipping address.
Can I register and order on-line from all countries?
Yes, you can register and order on-line from all countries. However, we are not shipping worldwide at the moment, as TNT (our partner courier service) only ships our items to selected countries in Europe, due to specific Customs and/or Import Tax restrictions.
For any other destination, within or outside Europe, please contact us at info@gemmastones.com before placing your order so that we can provide to you a confirmation that your order can indeed be dispatched to your country, as well as the related shipping costs via any alternative shipping methods.
Why are products in the Shopping Cart marked as "back-ordered"?
GemmaStones.com promotes selected, hand-made jewellery. As a consequence, most of the displayed items must be ordered to the designer as he/she may not necessarily provide them to us in advance. In this case, once you place your order, you will receive an e-mail from GemmaStones.com with information regarding delivery time.
What is the "Wish List"?
Your "Wish List" is a space in your account where you can either add a product you like but do not want to buy at the given time, or add a product you wish to purchase which at the time appears to be unavailable. Any products you add to your "Wish List" will be available to view any time you visit GemmaStones.com and sign-in, until you purchase them or remove them from the list.
What is "E-mail to a Friend"?
Often enough we see things that we think our friend(s) might like. GemmaStones.com offers you the chance to automatically e-mail a specific product to one or more friends. Your friend(s) will receive an e-mail with a link to the product and a personal message you might chose to type.
What are Discount Coupons? How can I use them?
From time to time, our store will issue an offer in the form of a discount coupon. A coupon code is a special "keyword" that is related to a specific offer in the form of a discount on either products or services (e.g. shipping fees). GemmaStones.com will publish such discount coupons in the form of advertising banners across the website.
To use a discount code that is still valid, within the period available, please type it carefully in the special box at the checkout page. The entry box is found in the middle of your Shopping Cart and is clearly marked "Discount Codes". Once typed, please click on the "Apply Coupon" button and you will have the discount immediately applied to your order, visible in the costs breakdown, on the right.
What currency do you accept?
All prices are displayed and charged in Euros. There is no other currency involved in the transactions, nor can we accept other currencies at the moment.
How can I pay for my order?
We currently offer 3 options for payments:
1. By credit or debit card (Visa, MasterCard, American Express) through the secure PayPal.com on-line checkout system.
2. Via the secure PayPal.com portal, using your existing account with the service.
3. Through an e-banking transfer or wire transfer to one of our following bank accounts:
EFG EUROBANK - BIC: EFGBGRAA - IBAN: GR62 02600260000940100923190
ALPHA BANK - BIC: CRBAGRAA - IBAN: GR66 01402510251002101117857
PROBANK - BIC: PRNKGRAA - IBAN: GR16 054002300002575970120154
NOTE: If you reside within the European Union, please know that since 2008 all EU member-states participate in the SEPA (Single Euro Payments Area) scheme that allows monetary transfers from one EU member-state to the other with very low or no commission at all, up to the amount of 12,500 Euros. Please consult your bank for the involved costs of such a monetary transfer to our bank account. The costs or commission of the payment should be covered by you, the customer, so that GemmaStones.com receives the whole final amount that is clearly marked on your invoice. In the event of such a transfer, therefore, please select the [OUR] transfer instruction and not [SHA] or [BEN].
Finally, if you reside in Greece and have a Greek shipping address, you can also select payment upon delivery of your order (otherwise known as "cash on delivery").
When will my credit card be debited?
If you select to pay via the trusted PayPal.com payment system (options 1 and 2) your credit card will be charged as soon as your order is submitted to GemmaStones.com. In the event of a e-banking transfer or wire-transfer, your bank account will be debited immediately but GemmaStones.com will receive the payment with a delay of a few days, depending on your country.
Is there Value-Added Tax (VAT) charged on-line?
Yes, the Value-Added Tax (VAT) is charged and included in the retail price of all items in our catalog as well as the shipping costs, as required by law.
How will my order be shipped? When should I expect to receive my order?
Your order will be shipped via TNT, our partner courier service. This service covers only standard delivery which takes place from Monday to Friday, as per TNT operating hours. Delivery can thus not happen on Saturdays, Sundays or any holidays and dates that TNT does not operate.
The final shipping cost will depend on the size of your order and shipping destination, which will be calculated automatically when you place your order. However, if you cannot find your delivery country while setting up the shipping address, it is very likely that TNT cannot deliver to this address. Please contact us immediately to obtain the shipping costs via any alternative shipping methods, especially for you.
Orders are usually dispatched within 2 days upon submission and delivered to you within 3 to 5 working days, depending on the country of delivery. For security purposes (due to the nature of our goods) all our methods require a "signature" i.e. registered delivery.
How do I know when my order has been received or dispatched by GemmaStones.com?
Upon receipt of your order, an acknowledgement will be sent to the e-mail address you provided. It is therefore imperative that you use a valid and active e-mail address. Please keep this e-mail message as it contains your order reference number which you may need at a later date, e.g. should you wish to contact us. A separate shipment notification with a tracking ID number will be e-mailed to you upon order dispatch.
Can orders be delivered to a different address than my own address?
Yes, we deliver orders to a "shipping" address which may be different to the "billing" address. This way our customers can send purchased products as gifts. Nevertheless, in order to protect our customers against fraud, we must verify the validity of the billing address and the cardholder's true identity. In addition, our Customer Service representative may contact you by phone and require additional information from you.
Can orders be placed from any country?
In general, we accept orders from any country worldwide, as long as the forwarding companies we work with are able to cover your delivery address. For delivery countries not supported by TNT (our partner courier service), please contact us by e-mail at sales@gemmastones.com in order to obtain a confirmation and a quote of the shipping costs to your country. Please note that delivery countries outside the European Union will be subject to Customs and/or Import Tax fees that are not included in the prices and that you, the customer, must pay for.
Which countries can I ship an order to?
GemmaStones.com can generally send orders to any country. However, transport costs and delivery times will vary. At this time, TNT (our partner courier service) only ships our items to the specific countries in Europe with the following Customs and/or Import Tax restrictions:
Europe/European Union (no Customs or Import Tax): Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, The Netherlands, Poland, Portugal, Slovakia, Spain, Sweden and United Kingdom.
Europe/Non-European Union (Customs and/or Import Tax fees may apply): Albania, Andorra, Belarus, Bosnia & Herzegovina, Croatia, Estonia, F.Y.R. Of Macedonia, Israel, Latvia, Liechtenstein, Lithuania, Malta, Monaco, Montenegro, Norway, Romania, Russia, San Marino, Serbia, Slovenia, Switzerland, Turkey and Ukraine.
Please note that any delivery country outside the European Union will be subject to Customs and/or Import Tax fees that are not included in the prices and that you, the customer, must pay for. Please contact us at info@gemmastones.com prior to placing an order, so that we can confirm to you that your order can be dispatched to your country as well as the related shipping costs via alternative shipping methods.
How is my gift packaged?
All GemmaStones.com items are beautifully wrapped and carefully packed. To have an idea of our wrapping method and style, please check the last picture of any item in our catalog.
Is my order/package insured?
All items are insured against theft and accidental damage whilst in transit from GemmaStones.com to the shipping address. Once your items have been delivered to your specified delivery address and signed for, they are no longer covered by insurance. If your package/box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged package/box.
What happens if I am not there when my order arrives?
The courier service will leave a note for you and it is then your responsibility to immediately contact the courier service and re-schedule the delivery.
How can I return or exchange an unwanted item that was purchased from GemmaStones.com?
If you are not happy with your GemmaStones.com goods that were purchased on-line, you can return them within 15 calendar days from the date of delivery. We will be happy to exchange them or credit your account, provided the goods are returned in perfect condition and in their original packaging. Regrettably, items engraved or soldered cannot be refunded or exchanged unless they are defective or faulty.
Please carefully place the item(s) back in the original parcel -including the printed invoice- and send it back to us at:
GemmaStones.com
Customer Service Department / Returns
169 Megalou Alexandrou Street
Postode 13562, Agioi Anargiri
Athens, GREECE
Tel: +30 210 2638 324
Fax: +30 210 2638 344
NOTE: For all returns, except when the item is faulty or dispatched in error from our warehouse, you will be required to arrange and pay for the return of the item back to us.
When returning any item(s) you are strongly recommended to obtain proof of shipping and therefore select an appropriate shipping method. We cannot accept responsibility for parcels lost in transit, especially if they are not sent back to us with some kind of secure shipping method.
Once the item is safely returned to our warehouse -as per the instructions above- you will receive an e-mail regarding your credit note. You will then have 15 calendar days to order a similar item or any other item from our catalog. Your current credited amount will be used towards the payment of the new order placed, as long as the credit note fully covers the cost of the new order. If there are any problems with your refund, a Customer Service representative will contact you by either e-mail or telephone.
My order is wrong or incomplete. What must I do?
If the order you have received is in any way wrong or incomplete, please contact us immediately by phone on +30 210 2638 324 (Monday to Friday, from 9:00 to 16:00 local Greek time) quoting your order number. Alternatively, please send us an e-mail at support@gemmastones.com quoting, again, your order number. A Customer Service representative will then provide further options to you.
The goods that I received are damaged. What do I do?
If the order you have received is damaged in any way, please contact us immediately by phone on +30 210 2638 324 (Monday to Friday, from 9:00 to 16:00 local Greek time) quoting your order number. Alternatively, please send us an e-mail at support@gemmastones.com quoting, again, your order number with an exact description of the damage and, if possible, a close-up digital photo of the damage in question. A Customer Service representative will then provide further options to you.
I would like to complain about something!
As a visitor or customer, you are important to us and we want to hear what you have to say. You are thus welcome to contact us at info@gemmastones.com.
How can I generally contact GemmaStones.com?
You are welcome to contact us by either e-mail or telephone. For general inquiries, please send us an e-mail at info@gemmastones.com and for sales-related issues, please send us an e-mail at sales@gemmastones.com. Alternatively, you can call us at +30 210 2638 324 in order to speak to one of our Customer Service representatives. Lines are open Monday to Friday, from 9:00 to 16:00 local Greek time (UTC +2 hours).