Frequently Asked Questions

You asked we answered
1. How will I receive my orders?
We send out all orders by Ta-Q-Bin
2. What are your shipping rates like?
For items below 0.50kg – S$5
For items above 0.50kg – S$10
Free shipping for purchase above S$200

For international shipping, please contact us for shipping rates.

3. How long will it take before I can expect to receive my order?
We strive to pack and dispatch your parcel within 2 working days. Some orders may take longer to process during peak season or sale periods. Please allow your parcels 1 working day to reach you after you receive the email notification that your order has been processed for delivery.

In the case when a delivery was attempted and no one is home to receive, our delivery service will contact you to attempt a re-delivery. All courier re-scheduling requests will be taken on a best effort basis and cannot be guaranteed. We seek your understanding in this.

4. What payment methods do you accept?
We accept all major credit cards. You can also use PayPal account to pay for your order.
5. I Received the Incorrect Order:
If you’ve received an incorrect order or you can see something wrong with your order, please log into your account, where you’ll see the entire order that you placed.

If the order you placed is perfect, but what you’ve received is incorrect, please see below:

Incorrect non-personalized products: If we’ve sent you an incorrect non-personalized product, please let us know within 7 days of receiving the incorrect item and we will send the correct product out to you. You may be required to take a photo or return the incorrect product.
In the event of any returns due to incorrect non personalized products, Gemstory will reimburse you for the delivery fees involved in the return.

6. Can I cancel or make changes to my order after placing it?
Gemstory will not entertain cancellation or changes of orders once payment has been made. All orders received through our system is immediately processed. As such, we would not be able to cancel or make changes to your order once the order is completed.
7. I tried contacting you a few times but did not receive a reply. Why is this so?
We usually respond to all enquires submitted to us within 2 working days. If you do not hear from us during this time, it may be that your email server has filtered our reply to you to your spam box. Please check your spam box and try contacting us again.
8. I placed an order online but did not receive an order confirmation. Did my order go through?
If you have received an on-page confirmation that the order was received, this means your order did go through. Please check your spam box to see if your email server filtered your order confirmation there.

Gemstory strives to represent all items are properly in pictures but slight difference in color may occur as a result of different screen resolutions. Also, with regards to gemstones, we seek your understanding in knowing that gemstones have slight variations in terms of markings or color as they are natural, and that what makes every piece unique.