FREQUENTLY ASKED QUESTIONS - (FAQ)
GENERAL
Q: What is Orient Gems?
A: Orient Gems is an online store focused on carefully selected beauty, wellness, and lifestyle finds. Our goal is to make it easy for you to discover products that fit into calm, simple, and enjoyable daily routines.
Q: Do you have a physical store?
A: No, Orient Gems is an online-only store. This allows us to work with different suppliers and bring you a variety of products without the cost of a physical location.
Q: I’m not sure what I want to buy yet. Can I still follow your updates?
A: Yes, absolutely. You can join our email list to be the first to know about new product launches, special offers, and updates about our collections.
ORDERING & PAYMENTS
Q: How do I place an order?
A: Simply browse the products on our store, choose the item and options you like, and click “Add to Cart.” When you’re ready, go to your cart and follow the checkout steps to complete your purchase.
Q: Which payment methods do you accept?
A: We currently accept major debit and credit cards, and may also support additional payment methods depending on your region. All payments are processed securely through our payment provider.
Q: Can I change or cancel my order after placing it?
A: If you need to change or cancel your order, please contact us as soon as possible with your order number. In many cases orders are processed quickly, so we cannot guarantee that changes or cancellations will always be possible once an order has been submitted.
SHIPPING & DELIVERY
Q: Where do you ship?
A: We currently ship to a range of countries and regions. Available shipping destinations are shown at checkout. If your location is not available, it may mean we are not able to ship there yet.
Q: How long does shipping take?
A: Shipping times can vary depending on the product, supplier, and your location. More detailed estimates for your order will be shown at checkout and in your order confirmation email. Once your order has been dispatched, you will receive tracking details where available.
Q: How much does shipping cost?
A: Shipping costs depend on your location, the products you order, and the shipping method selected. You will see the exact shipping cost at checkout before you complete your purchase.
Q: Will all my items arrive in one package?
A: Not necessarily. Because we work with different suppliers and warehouses, items in the same order may be shipped separately. If this happens, you will receive separate tracking details for each shipment.
Q: How do I track my order?
A: Once your order has been processed and dispatched, you will receive an email with tracking information (where available). You can use that link to follow your parcel’s progress until delivery.
RETURNS, REFUNDS & PROBLEMS WITH ORDERS
Q: What is your return and refund policy?
A: Our full return and refund policy is available on the “Refund / Return Policy” page of our website. Please review it carefully before requesting a return, as some products may have specific conditions or may not be eligible for return once opened or used.
Q: My item arrived damaged, defective, or not as described. What should I do?
A: We’re sorry for the inconvenience. Please contact us as soon as possible with your order number, a description of the issue, and clear photos of the product and packaging. Our team will review your case and guide you through the next steps in line with our refund and replacement policy.
Q: I haven’t received my order yet. What should I do?
A: First, please check the tracking link provided in your shipping confirmation email, as your order may still be in transit or awaiting delivery. If the tracking information hasn’t updated for a while, or if it shows as delivered but you haven’t received your package, please contact us so we can investigate further.
PRODUCTS & AVAILABILITY
Q: Are your products tested or reviewed before being listed?
A: We aim to work with suppliers that meet our quality standards and to list products that are clearly described. As we grow, we continually review product feedback and may remove or replace items that do not meet expectations.
Q: Will you be adding more products or categories in the future?
A: Yes. Orient Gems is still growing, and we plan to introduce new products and collections over time. Joining our email list is the best way to stay updated about new arrivals and launches.
Q: An item I wanted is out of stock. Will it come back?
A: Some products are restocked, while others may be limited-time offers. If a specific item is out of stock, you can contact us, and we’ll let you know if we expect it to return or if there are similar alternatives.
CONTACT & SUPPORT
Q: How can I contact Orient Gems if I still have questions?
A: You can reach us through the Contact page on our website or by emailing our support team at support@orientgemstore.com, Please include your name, order number (if applicable), and a brief description of your question so we can assist you as quickly as possible.
Company Address: 51 Portland Street, Enfield New South Wales 2136, Australia
Commercial Register number: 44596383243
Email: support@orientgemstore.com
Contact number: +61 488-185-071