Return & Refund policy
At Orient Gems, customer satisfaction is very important to us. As soon as you contact our customer support regarding a return or refund, your request will be reviewed and processed. Due to high demand, responses may not always be immediate, but there is no need to send multiple emails. We aim to respond within 24 hours and will assist you as quickly as possible.
If you are not fully satisfied with your order for any reason, please contact us. We work closely with our suppliers to ensure product quality, and if there is any issue with your product or delivery, our support team will help resolve it promptly.
Return Policy
If you wish to return an item because it does not meet your expectations or for any other reason, you may do so within 30 days of receiving your order, without providing a reason.
Please note:
- Return shipping costs are the customer’s responsibility
- Items must be returned in their original condition
Easy Returns in 3 Simple Steps
1. Request a Return
Email us at support@orientgemstore.com with:
- Your order number
- Email address used for the order
- Reason for return
We will review your request and provide return instructions.
2. Send the Item Back
Return the item to the address provided in the return instructions.
We strongly recommend using a trackable shipping service, as the customer is responsible for the return shipment.
3. Receive Your Refund
Once we receive and inspect the returned item, we will process your refund within 7 business days. The refund will be issued using the same payment method used at checkout.
Return Conditions & Guidelines
- Returned items must be unused, undamaged, and in original packaging
- Proof of purchase (order confirmation or receipt) is required
- Items returned without prior approval will not be accepted
- Some products are shipped directly from our suppliers and must be returned to the supplier’s address provided by our support team
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- Underwear
- Masks
- Hygiene products
- Beauty products
This policy is in line with standard industry practices.
Damaged or Defective Items
If your item arrives damaged or defective, please email us at support@orientgemstore.com with clear photos showing the issue.
Photos should be taken in good lighting on a flat surface so the problem is clearly visible. This helps us resolve your issue quickly and improve product quality.
Incorrect Items Received
If you receive the wrong item, please contact us immediately. We will arrange the correct item to be sent to you at no additional cost.
Frequently Asked Questions (FAQ)
What is the return period?
You can return your order within 30 days of receipt.
When will I receive my refund?
Refunds are processed within 7 business days after we receive and inspect the returned item. Please note that banks and payment providers may take additional time to complete the transaction.
What is a return receipt?
A return receipt is provided by the courier or post office when you ship your return. Please keep it as proof of return.
Can I return an item without contacting you?
No. You must contact us first, as the return address may vary depending on the supplier.
Do I need to pay for return shipping?
Yes, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method.
Contact Us
If you have any questions about returns or refunds, please contact us at: