GarmGems' Frequently Asked Questions (FAQ's)
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Order & Shipping
Returns & Refunds
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How do I search for a specific item I'm looking for?

You can use our Search bar to search anything specific. You can find this using the magnifying glass icon at the top right hand side of the page.


Alternatively, in our shop collection page, you can use our various filters to filter through our current stock based on Price, Brand, Size and the style of the item being Tops, Bottoms, Outerwear, Footwear and Accessories. You can select multiple filters at a time to narrow down your search. For example, if you were looking for a Hoodie from Prada in a Size Medium, use the Brand filter to select 'Prada' and the Size filter to select 'M'. 

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Are your items Authentic?

Yes! All of our items are authenticated before being listed for sale. You can also have our items authenticated externally too using our product pictures, as we are transparent and always show any relevant authenticity information such as neck labels, wash labels, size labels, stitching, badges, etc. We strictly do not condone the sale of counterfeit goods.

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How do I know which products are second-hand and which are New?

All products will state the condition in the description.

We grade our products in the following way:

Brand New with Tags

Brand New without Tags

Excellent Used Condition

Good Used Condition

Fair Used Condition


Any noticeable flaws will be noted alongside the condition rating and also shown in the product images. We aim to Grade our items as accurately and fairly as possible.

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Can you tell me more information about a product?

We work hard to include as much information about our products in our product descriptions on the product page. Stated should be the following:

Short Item Title Summary including Brand

RRP (if applicable)

Additional Items (if applicable)

Colour

Size

Condition

Measurements

If there is something more specific you’d like to know please contact us and we will endeavour to answer your query as soon as possible.

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How long will it take to receive my order?

We endeavour to ship all orders as soon as possible. Generally, orders are shipped same-day or next working day depending on your time of order. During busy periods, orders can take longer than this to be shipped. Please note that orders cannot be shipped on Sundays or on public holidays.

For UK orders using our Free of Charge Tracked Delivery Service, Royal Mail aim to deliver the next working day after being posted.

For UK orders who upgrade to Special Delivery postage, Royal Mail guarantee to deliver the next working day before 1pm after being posted.

For International Orders using the International Tracked & Signed For delivery service, Royal Mail aim to deliver within 3-7 working days.

However, it is up to the courier as to when they will deliver your goods, therefore we cannot guarantee a specific time as to when you will receive your parcel.

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How do I track my order?

When your order ships you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long.

*Please note that sometimes the tracking can take a day or two to be updated by the carrier. If it looks like its not moving, chances are its on its way! 

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Do you ship internationally?

We ship to most countries across the world. We strictly ship Internationally use Royal Mail's 'International Tracked and Signed For' Service.

For Europe, International Tracked Postage is charged at £15.

For the Rest of the World, International Tracked Postage is charged at £30.

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What is your returns policy?

Our Returns policy lasts 14 days.


If you are not completely satisfied with your online purchase, please contact us and notify us of your intention to return within 14 days of receiving your goods. We will provide our return address, and you have a following 14 days to return the goods.


Unfortunately, we regret that we are unable to offer refunds on any orders that fall outside of these windows. This policy does not affect your statutory rights.


Please refer to our Refund Policy for more detailed information on returns and refunds.

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