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Customer Care

Intention

We at Gemmed Firefly do our best to hunt down and secure the best products we can find at the best prices we can manage. We make every effort to describe products as clearly as possible with all the information available to us. You can rest assured that if you order something from us, you're getting a quality product with no confusion as to what you're paying for. Zero surprises. No "gotcha" items. We love our customers and want them to love ordering with us.

 

Shipping Expectations

Refer to the item description itself in most items as the description for domestic US shipping. International shipping, including Canada, can vary in additional length but rarely more than 1-2 more weeks.

We are unable to offer expedited shipping due to inconsistencies beyond our control so we won't promise something we literally can't deliver.  It bums us out too.

 

Return Policy

So, it's difficult for us to take every item back.
Returns are eligible if:

1. "Aw dude, this thing doesn't do the thing it's supposed to."
Your item arrived defective.
Send a photo of the defective item as it was received to hello@gemmedfirefly.com. Once we get the photo, we'll send a replacement. ^_^

2. "This isn't what I ordered!?"
Huh. So there might have been a mix up at shipping and processing. Not a problem. Contact us and we'll work it out for you. All good. Email us at hello@gemmedfirefly.com

 

Time is a Factor

It is important that you message us within 7 days of delivery date. For something missing, damaged, or incorrect beyond a week - we won't be able to process a replacement or refund, so open your packages! Let us help you.

 

Fitting Issues

If it were up to us, you could come here and try everything on and make a mess of the fitting rooms for your own fashion show. Unfortunately, items such as our shirts are printed to order, so please check and double check the sizing charts and fabric information. We are unable to replace or exchange any item due to sizing issues. Check the charts, check your measurements.

 

Final Sale Items

Items with discounted sale prices are not eligible for returns and all sales are final.

 

Custom Item Issues

Our jewelry products are made to order just for you! We're unable to offer returns or refunds for those, however if you have any issues with your order, please contact our support team and we will be happy to assist you! Send a message to hello@gemmedfirefly.com.

Our custom collection is not eligible for refund or returns based on size or changing your mind. BUT if there is a mistake with the quality or the details in production for what you did order, we can try to make it better.

- Please provide a picture of the wrong/ damaged item.
- Please provide the changes necessary to correct/make replacement order, ie: color, size, style, etc.

If your support ticket does qualify you for a return

The help agent will walk you through it and supply the address. Again, WE will tell you where to send it. Do not mail anything to a return address as that would be the incorrect place.

In the event of a return or exchange, the customer, you, are responsible for shipping and packaging costs, and we are unable to accept Cash on Delivery (COD) or any prepay return shipping.
It is important you keep your tracking information as we cannot process items we do not receive and will not be help responsible for lost, damaged, or miss-shipped or redirected items meant for us.

Finally, if the returned item's condition is deemed accurate, we will sort your refund to your original payment method. We are unable to refund the cost of shipping the original parcel and will refund the original price of the product ordered. Shipping, processing, handling, and customs fees are not eligible for refund.

Damaged in Post

We cannot be responsible for errors of the delivery service / post office / postal services.

Returned, Wrong Address, Refused, Unclaimed Parcel

Your package came back to us! We will reach out to you for the correction in address the second we discover this, however you'll have to help us out with the new shipping costs. Please double / triple check your addresses! If you use the wrong address and the parcel is delivered, we are not able to help you with a refund or replacement. If a delivery is refused or you fail to claim it, there is nothing we can do to refund or replace it.

Lost item

If your item does not arrive within the specified time frame, typically 3-5 weeks (6-ish for international orders) please contact us! Send an email to hello@gemmedfirefly.com and we will investigate!

Order Cancellation Policy

We really do hustle to get your orders processed as quickly as possible. That said, the window to cancel an order is brief, especially on custom made items. We need notification within the first 12 hours to guarantee proper cancellation. You can cancel for any reason, but our team members are working hard to get your stuff to your door as quickly as possible!
Send a message to hello@gemmedfirefly.com within 12 hours or it will be too late!
This also applies to any change of address. If the address changes after it is shipped, we cannot recall it. It may end up automatically returned to us. More on that below.



We know we live in a world of same-day shipping but we're a tiny company doing our best to get cool stuff to you. Gemmed Firefly sources items from the manufacturers directly to pass savings to you. We want you to be happy with your purchases - so please, be careful entering information, double check your sizes, engraving messages, order details, addresses, uploaded custom files, fits, colors and styles selected - triple check at check out!We excel at getting you exactly what you order and will do our best with all issues, especially any on our end.