FAQ

How can I get in touch with you?

You can reach us by email at service@ohmygem.com. We’re available 5 business days, from 9 AM - 6 PM CET (Paris time). We usually reply within 48 hours. Please avoid sending multiple emails for the same request, as this may delay our response.

 

How can I return or exchange an item?

If you’d like to return or exchange an item, please email us at service@ohmygem.com within 7 days of receiving your order.

We‘ll guide you through the return process and provide the correct return address.

• Items must be unworn, in perfect condition, and returned in their original packaging.
• Earrings cannot be returned for hygiene reasons unless faulty.
• All product sets must be returned in full.
• Sale, discounted, final sale, or limited edition items cannot be returned.

Please note: Return shipping costs are the responsibility of the customer. We recommend using a trackable service.

 

How can I track my order?

Most orders are handmade, carefully wrapped, and shipped within 3-5 working days, but since the floral and crystal series are 100% handmade, these items may be shipped within 5-7 working days.Once your order is shipped, you’ll receive a confirmation email with your tracking number.

Please note that some orders may be subject to customs inspection, which may cause your package to appear pre-opened or result in additional charges and delays. Hong Kong Solaire Limited (operating under the brand name "Oh My Gem") is not responsible for customs-related issues, shipping delays, or unforeseen events after dispatch.

 

When will I receive my refund?

We will inspect the returned item within 3-5 business days after receiving it. Once the inspected is completed, we will notify you of the approval or rejection of your refund. Approved refunds will be issued to your original payment method within 7-10 business days. You will receive a confirmation email once your refund is processed.