FAQ
How can I get in touch with you?
You can reach us by email at service@ohmygem.com. We’re available from Monday to Friday, from 9 AM - 6 PM. 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 14 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 to 5 business days.
For orders that include flower series or crystal stone series, which are 100% handmade, the processing time is usually 5 to 7 business days.
Once your order is shipped, you will receive a confirmation email with your tracking number. All international orders are shipped with 4PX and its local delivery partners in the destination country. After your parcel has been handed over to 4PX, delivery usually takes around 7 to 10 business days under normal conditions.
Estimated Total Delivery Time:
Orders typically arrive within 10 to 17 business days after the order is placed, including both processing and shipping time.
Please note that delivery times may vary due to customs inspections, local courier delays, or other circumstances beyond our control. In some cases, customs procedures may cause your parcel to appear pre-opened. Hong Kong Solaire Limited (operating under the brand name “Oh My Gem”) is not responsible for customs-related issues, shipping delays, or any unforeseen events after the parcel has been dispatched.
When will I receive my refund?
We will inspect the returned item within 3 to 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 to 10 business days. You will receive a confirmation email once your refund is processed.