At Gemmy Online Store, we want every purchase to bring magical moments to your home. If something isn’t quite right with your order, we’re here to make it easy to return or exchange items.
Our Return Policy
We accept returns and exchanges within 15 days of your receipt of items. To be eligible for a return, your item must be unused, in the same condition that you received it, in its original packaging, and with all tags attached.
🎄 Important Note on Seasonal & Holiday Items
Due to the nature of seasonal products, opened or used seasonal and holiday decorations cannot be returned for hygiene and safety reasons. This includes items from our Indoor Seasonal & Holiday Decor and Outdoor Seasonal & Holiday Decor categories that show signs of use.
The Return & Exchange Process
Contact Us
Email our support team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
Wait for Approval
Our team will review your request and email you a Return Merchandise Authorization (RMA) number and return instructions within 2 business days.
Ship Your Return
Package your item securely with the RMA number clearly visible on the outside of the package. Ship to our address using a trackable method.
Return Request Template
Copy and paste this template into your email to [email protected]:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Gemmy Online Store Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Order]
Product(s) to Return: [Product Name(s) and Quantity]
Reason for Return: [Please specify]
For Exchanges:
Desired Replacement Product: [Product Name and Quantity]
My Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]Refund Information
Once we receive and inspect your returned item, we will process your refund within 5-7 business days. The refund will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
- PayPal: 3-5 business days to appear in your account
Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the shipping cost of the replacement item to you.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Need Help?
Our friendly support team is here to assist you with any questions about returns or exchanges.
Email: [email protected]
Address: 2221 Melrose Street, Walla Walla, US 99362
Response Time: Within 1-2 business days