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FAQ's

My account

How do I edit my account details

If you’d like to edit any of your account details, such as your username, email, password or address book – please click on through to MY ACCOUNT – located at the top of our homepage.

 

My orders

How do I edit my address

You have the option to select your delivery address during the CHECKOUT process. Once your order has been confirmed, we will email you the details – including your selected delivery address. We encourage all customers to review their order confirmation email for any errors.

If you need to make an amendment to your delivery address – please send our Customer Service Department a contact message via the CONTACT US section.

Alternatively, please send an email to:- gemwaithau@gmail.com


We will endeavour to amend your address wherever possible, however should your order be in the final stages of packing – this may not be possible.

Some sales events are dispatched directly from our supplier’s warehouses and we may not be able to amend your address details once the sales event closes.

I would like to cancel my order

We are generally able to cancel your order if the sales event is still online and has not closed. To request a cancellation – please send our Customer Service Department a contact message.

Alternatively, please send an to email:- gemwaithau@gmail.com

Some sales events consist of stock that we already have in our warehouse and your order may update to the packing stage while the sales event is still online. We may be unable to cancel your order at this stage, but you may return this order to us once it has been delivered.

To return a product, please send either a contact us message or send an email to:- gemwaithau@gmail.com

Some sales events will be dispatched directly from our Brand Partner’s warehouses and your order information is sent directly to them once the sales event ends. If we are unable to cancel your order ourselves, we will attempt to contact our suppliers and request for a cancellation on your request where possible.

I need to change / edit items in my order

After an order has been placed, we are unable to add extra items or swap items. We do have the facility to cancel one item (or whole orders) as long as the sales event you have purchased from is still online and your order has not been packed.

If you’ve made a mistake and change your mind, we suggest that you place a new order and contact the Customer Service Department to cancel the original order.

Some sales events consist of stock that is already in our warehouse and may commence packing before the sale ends. If this occurs, we may not be able to cancel your order.

To contact our Customer Service Department to cancel an order – please lodge a contact message via the CONTACT US section.

Alternatively, please send an email to:- gemwaithau@gmail.com

 

I’ve received my order, but I’m missing an item

If you are missing an item, please lodge a contact message and our Customer Service Department will gladly assist you and look into it.

Alternatively, please send an email to:- gemwaithau@gmail.com

 

Why has an item become unavailable

From time to time, an advertised item may not be available at the time of packing. The sales event stock you see available online is generally not held in our warehouses – but is with our Brand Partners at their warehouses. Once a sales event ends – we will compile all of our customer’s purchases and buy in bulk from our suppliers. After this has occurred, our suppliers will then send through this stock and our warehouse teams will then pack the sales event.

By operating in this manner, we are able to secure lower prices and forward these savings onto our customers!

Unfortunately discrepancies can occur, or we may be sent the wrong item from our supplier and we will be unable to complete your order. As soon as we establish that there is a stock error, we will refund you via your original payment method.

As we do not hold your purchased items in our warehouse at first, we may not know that your product has been made unavailable until the stock reaches our warehouse and we’ve packed the sales event.

We sincerely apologise to any customer that this may occur to.

 

What can I do if I never received an order confirmation email

If you did not receive an order confirmation email, please check the MY ORDERS section online to see if our system has accepted your order. If you are unable to locate the order within the MY ORDERS section, please double check with your banking account that any funds have come out.

Should you have been charged for an order that has not come through our system, please contact our Customer Service Department and we will assist you to locate the order.

Before contacting our team – please double check if you have made a second account with us, as many customers can find missing orders attached to a separate email account (such as a work email address).

To contact our Customer Service Department, please us the Contact Us form or alternatively, please send an email to:- gemwaithau@gmail.com

 

Payment

What payment methods are accepted

Gemwaith accepts VISA, MasterCard, American Express, and PAYPAL.  We are unable to accept any bank transfers or cheques. All transactions must be placed by our customers, and cannot be processed via the Customer Service Department.


What company name will appear on my credit card statement
Gemwaith International


When will I be charged

You will be charged during the CHECKOUT stage once your order has been confirmed.

Can I pay for my order using a voucher / promotional code

Customers can pay for the price of all sales event items with a voucher or promotional code. The Shipping and Handling fee attached to each order cannot be covered by a voucher or promotional code and must be paid via one of the above payment methods.

Please note that some vouchers and promotional codes may attract a minimum spend that excludes the cost of Shipping and Handling.


I’m entitled to a refund – how long will this take

Once you have been notified of your refund, we will endeavour to issue you with your refund the next business day. Once your refund has been processed, please allow 2 – 3 business days for the funds to reach your account. If you have paid via PAYPAL, you will receive an automated refund receipt to your inbox.

Should you be entitled to a refund via your original payment method and your original transaction was split tender (partial store credit / partial credit card payment) – our administration system will automatically refund any voucher value first. If you have utilized a promotional code, this will be refunded to your Gemwaith account as a store credit. 

Does Gemwaith sell gift cards

At this stage, Gemwaith does not offer gift cards for purchase.

 

Delivery

How long will it take to deliver my order

Most sales events consist of stock held in one of our supplier’s warehouses, from all over the world. Once all customers have placed their orders and the sales event has ended – this is when the magic happens! If the sales event stock is already at our warehouse – we will ship your order straight to your door as soon as possible. If not, our suppliers will organize to ship the sales event stock to one of our local or international warehouses.

Each sales event listed online has its own estimated delivery time frame. We generally advise that it can take up to 5-45 days for your order to reach you.

Whilst we endeavour to meet our estimated delivery time frames, there are many factors out of our control that mean you may receive your order later than anticipated. We do apologise for any unforeseen delays, however - our team is always working hard to get your order to you as quickly as possible.

On some occasions, we may not be able to complete your order in full. We will inform you as soon as we are made aware of any discrepancies with stock and ensure that you are refunded via your original method of payment urgently. With over 5 major warehouses located all over the world, dispatching over 700,000 items each week – you can take ease in knowing that it is only a very small percentage of orders that may be effected.

Can you express ship my order

Unfortunately we do not offer an express shipping service and are unable to expedite individual orders.

 

I can’t track my parcel

You will only be able to track your parcel once it has been packed and dispatched from one of our warehouses. Once your order has been packed and prepared for dispatch – it may take up to 3 business days for your tracking information to be updated into our delivery partner’s tracking website.

If your tracking information is marked as “invalid” or “not active” after one week from the date of dispatch – please contact our Customer Service Department via the CONTACT US section.

Alternatively, please send an email to:- gemwaithau@gmail.com

My order hasn’t been delivered yet

Has your order been packed and dispatched yet? View the latest information on your order by visiting MY ORDERS, in the MY ACCOUNT section. Once your order has been dispatched, you’ll be able to track your parcel with our delivery partners.

For local brands – these will be packed in our Sydney Warehouse or sent directly from the supplier – expect 3-14 working days.


Should your parcel be in transit for more than 15 business days - please contact our Customer Service Department via the CONTACT US section and we’d be happy to help you look further into the delay.

Alternatively, please send an email to:- gemwaithau@gmail.com

How much am I charged for delivery

Shipping and Handling is usually charged at the CHECKOUT per branded sales event within Australia. 

For International shipping it is calculated on the weight of the product.

How are my orders sent to me

Gemwaith  uses a number of delivery partners and courier services depending on which warehouse your order is coming from, and where you live.

For both local and international branded sales – your order will be delivered via Australia Post.
Any heavy or bulky purchases may be delivered via Fastway Couriers, Allied Express and Direct Express.

Some orders may be delivered directly via our suppliers from their warehouses.

When stock from different suppliers is made available in the same warehouse, at the same time - we may consolidate orders where possible. This means that in some instances, you may receive different orders together in the same parcel. For these orders, the shipping and handling charges will remain unaltered as this fee not only covers the cost of dispatch, but the preparation of the order as well.

As a sales event website, we do not build our postage fees into the price of the items like regular full price websites.

Undeliverable Packages

In the unlikely event that your parcel is returned to us, our Customer Service Department will contact you via email.

Inaccurate address

Your personal information could be collected while you visit our website, when you deal with us over the telephone, send us correspondence (could be by letter, fax or email), or when you have contact with us in person. No personal information will be collected by us without your consent. We consider that your consent is granted when you complete the fields necessary to facilitate a transaction through this website.

Unsuccessful Delivery Attempt

If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick up your parcel in your local Post Office. If your item is delivered by Allied Express, arrangement will be made in advance to ensure your item to arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.

Rejected by Receiver

If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent.

The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 14 business days, please contact our customer service team.

Pick up or arranging your own courier is not available at our warehouses to ensure our distribution centre can dispatch all goods efficiently at all times.

 

Undeliverable Postcodes

Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details.

We try our best to include all the undeliverable postcodes on the list, however, there are still a few postcodes that are undeliverable for some SKUs. Orders with no shipment service will be cancelled.

Please kindly contact our Customer Service Department for more information if you need the item to be delivered to the remote areas to ensure your order could be processed successfully.

All items

Postcode State Suburb

2831 NSW  

5701 SA WOOLUNDUNGA

6740 WA DRYSDALE RIVER

6740 WA MITCHELL PLATEAU

6740 WA OOMBULGURRI

6740 WA KALUMBURU

6740 WA PRINCE REGENT RIVER

6740 WA WYNDHAM

6743 WA WARMUN

6743 WA CAMBRIDGE GULF

6743 WA LAKE ARGYLE

6743 WA DURACK

6743 WA GIBB

6743 WA KUNUNURRA

6799 WA Home Island Cocos (keeling) Islands

6799 WA West Island Cocos (keeling) Islands

7151 TAS HEARD ISLAND

7151 TAS DAVIS

7151 TAS MAWSON

7151 TAS MACQUARIE ISLAND

7151 TAS MCDONALD ISLANDS

7151 TAS CASEY

Bulky items

Postcode State

0800-0999 NT

2641 NSW

2717 NSW

2898 NSW

4421,4450-4499, 4680, 4700-4805, 9920-9959 QLD

4806-4899, 4900-4999, 9960-9999 QLD

5701 SA

6055 WA

7151 TAS

6215-6699 WA

6700-6799 WA