Shipping Policy

Shipping Policy

Last Updated: 2026/6/20

Hi there! Thanks so much for choosing our handmade custom pieces. To make sure your order reaches you safely and smoothly, we've put together this helpful guide. Please take a few minutes to look it over.

1. Our Working Days

When we mention "days" or "working days," we're usually talking about Monday through Friday, excluding public holidays. We all need a little time to recharge, so order processing and shipping will take a bit longer around those days. Thanks for understanding!

2. Handmade Items Take Time (Production Time)

Every piece is crafted just for you, and that usually takes 3-5 working days. You'll receive email updates along the way, so you can watch your creation come to life.
A small heads-up: Because this is a custom order, once production begins, materials and labor costs have already been invested. If you need to cancel during this time, we'll need to deduct the actual costs already incurred (see Section 6 for details).

3. Design Confirmation Before We Ship

We never want you to receive a "surprise" that turns into a disappointment.

1. We show you the result: After production, we'll email you a preview or actual photo of your finished item for your final nod.

2. We wait for your response: We'll wait 2 calendar days (yes, weekends count) for your reply. We'll even send a reminder before the time is up, just in case it slipped your mind.

3. Automatic shipping: If we don't hear back with any changes within those two days, we'll take that as your happy approval and ship it straight away so you can get it sooner. So please keep an eye on your inbox (and your spam folder, just to be safe).

4. If you'd like a change: If you request a revision, we'll go back and perfect it. The production timeline will restart, and we'll send you new photos for confirmation once it's done.
   By placing an order, you agree that we can confirm your design via the email you provided. If we don't hear back in 2 calendar days, we'll take that as your green light to ship.

4. The Journey to You (Delivery Time)

• How we ship: We pick a reliable carrier based on your location to get your package across the miles.

• How long it takes: Once sent, it usually takes 7-12 working days to arrive. If you're in a more remote area, it might be a little slower—please give the courier a bit of extra patience.

• Tracking it: As soon as your package is on its way, we'll email you the tracking number and a link so you can follow its journey in real time.

5. Duties & Taxes? We've Got Them Covered!

This one's important, and we want to keep it stress-free: The price you see is the final price you pay.
We use a Delivered Duty Paid (DDP) service, which means all destination-country customs duties, VAT, and clearance fees are already taken care of by us. You won't have to pay a single extra cent when you sign for your package.
If, by any chance, a courier or customs officer asks you to pay duties, please refuse to pay and contact us right away. We'll handle it directly. If you did end up paying accidentally, keep the receipt and reach out to our support team—we'll verify it and reimburse you in full. This is our responsibility, not your worry.

6. Cancellations & Modifications

Because your order is made just for you, we have a clear policy that protects both of us. The sooner you let us know, the more flexible we can be:

A note about refused deliveries:
If you refuse delivery simply because you've changed your mind, you'll need to cover any return shipping fees and associated losses.
However, if the refusal is due to an error on our part (like a wrong item, a defect, or a significant difference from the confirmed design), you have every right to refuse it. We will cover all the costs and promptly issue a full refund or remake your order. Your back is covered.

7. Please Double-Check Your Address

Please make sure your shipping address is correct. A mistake can send your package on a wild goose chase.

• Changing the address: If you need to change it before shipping, contact support as soon as you can. We'll do our best to catch it, but we can't guarantee it's always possible.

• If something goes wrong: If a parcel is returned or delayed due to an incorrect address, an unanswered phone number, or a missed delivery, you'll need to cover the reshipment fee. Unfortunately, we can't take responsibility for a package lost due to an address error. Thank you for understanding.

8. If Something Goes Missing or Arrives Damaged

We hate the thought of a package going astray, but if it does, we're here to back you up.

• Tracking has stalled for a while: If there's no update for over 15 working days after shipping, contact us and we'll launch an inquiry with the carrier.

• Shows as delivered but can't find it:

  1. Try checking around your doorstep, with building management, a neighbour, or a local pickup point first. It often turns up there.

  2. If it's truly lost, please contact us. Once we've verified the situation, we'll immediately reship or issue a full refund—you'll never have to wait for our claim with the carrier to be settled first. You can leave that process to us.

• Arrives damaged:

  • If you notice the outer packaging is badly crushed or torn when you sign for it, please open it right then and there.

  • If the item is damaged, refuse the delivery, or take clear photos immediately. We'll need photos showing the outer packaging, inner packaging, the damaged item in full, and a close-up of the damage (at least 4 photos).

  • Please contact support within 48 hours of receiving it and send us the photos. Once verified, we'll arrange a reshipment or refund for you right away, no hassle.

• A little patience: Occasional delays caused by things out of anyone's control, like extreme weather or customs inspections, are sometimes unavoidable. No matter what, you're always welcome to contact us for an update.

9. One Order, Multiple Packages (Partial Shipments)

If your order has several items, we might make and ship them one by one. You'll get multiple tracking numbers—don't worry, any extra shipping costs for split deliveries are on us. Just sit back and wait for them to arrive.

10. Package Insurance

Every shipment comes with basic shipping insurance that covers loss or total damage during transit. If you'd like to purchase higher-value coverage, just reach out to our customer service team before placing your order.

11. Get in Touch Anytime

If you have any questions or just want to know where your order is, we're always happy to hear from you.

• Email: support@mygemly.com

We'll get back to you within 24 hours (working days) —we won't keep you waiting.

Thanks for reading through to the end. Happy shopping, and we can't wait to create something special just for you!