FAQ

How can I get in touch with you?

You can reach us by email at service@ohmygem.com. We’re available 5 working 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. OMG is not responsible for customs-related issues, shipping delays, or unforeseen events after dispatch.

 

When will I receive my refund?

After we receive and inspect your return, we’ll process your refund within 7-10 business days. You’ll receive a confirmation email once your refund has been issued to your original payment method.