FAQ
How can I get in touch with you?
You can reach us by email at service@ohmygem.com. We (Hong Kong Solaire Limited (Operating under the brand name “Oh My Gem”, with its official website at https://ohmygem.com/) are available from Monday to Friday, from 09:00 - 18:00. We usually reply within 48 hours. Please avoid sending multiple emails for the same request, as this may delay our response.
For full details and conditions, please visit our Contact Us.
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 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. Please allow 24 to 48 hours for the tracking information to update.
All international orders are shipped via 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.
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.
For full details and conditions, please visit our Shipment and Delivery Policy.
How can I return an item?
If you’d like to return 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 and original shipping fees are non-refundable. We recommend using a trackable service.
For full details and conditions, please visit our Return and Refund Policy.
When will I receive my refund?
Once your return is received, it will be inspected within 3 to 5 business days.
- If approved, returns will be issued to the original payment method within 7 to 10 business days.
- You will receive a confirmation email once your refund has been processed.
Please note that original shipping fees are non-refundable.
For full details and conditions, please visit our Return and Refund Policy.
Updated on 8th, February, 2026
Best Regards
https://ohmygem.com/