FAQ

◼  How can I pay my order?

We accept credit or debit card like VISA, MasterCard, American Express and other international cards through PayPal.

Paypal is an international payment operator with which you will be able to pay regardless of whether you are a PayPal account holder or not.

◼  How do I track my package?

As soon as your order is dispatched, you will receive a confirmation email containing the tracking number. Please allow tracking numbers at least 24 hours to update.

◼  What if I received a wrong item?

This rarely happens, but we will take full responsibility when it does. 

We will ship you the correct item at no additional cost AND you can keep the wrong product as compensation.

◼  What if I put in the wrong address?

If you have provided an incorrect address and your order has not already been shipped, we will do our best to update your order with the correct address. 

But if the order has already been shipping, we cannot guarantee that your address will be changed to the correct address in time. 

Anyway, in case it happens, please do email us at support@alsgem.com immediately.

◼  What if I forgot to put in my discount code?

Unfortunately, we are unable to apply discount codes to past orders and orders that have already been placed.

◼  How can I use my discount code?

You can put in your discount code at checkout. The discount will immediately take effect while applying the coupon. Please note that you can only use one discount code per order.

◼  Can I use more than 1 discount code at checkout?

No, you may only use 1 code at a time. If we are running a sale with a code that automatically applies at checkout, that is the best discount we're currently offering.

◼  I never got an order confirmation email and/or shipping confirmation email. What should I do?

An order confirmation email and shipping confirmation email are always sent to the email address you used at checkout. They often times end up in the spam folder, so please check there if you have not done so already. 

◼  What if the item I received is damaged or faulty?

All of our items are carefully packaged and wrapped individually in bubble wrap. All items are thoroughly inspected prior to shipping. 

However, in the unfortunate case that an item is damaged while shipping, please take a few photos and send them to our support team for review, along with your order ID.

Certainly, some items may have variations because they are 100% handmade.

◼  How will you pack my order? Can you pack my items separately in different gift boxes?

If you place an order of several items, we usually pack them in one gift box, but each product is individually protected. This is to ensure we optimize weight and volume so we can continue offering you free shipping options. 

If you wish to receive each jewel packaged individually in a box, you will be not able to enjoy the free shipping.

◼  My order status says "delivered", but I didn't receive it. What should I do?

Try checking with your neighbors first to make sure the package didn’t get delivered to their house instead. Sometimes, mail carriers leave packages at nearby doors by mistake (oops!).

Occasionally carriers will mark packages as "Delivered" before they've actually left the package at your address. Typically, they show up within 24-48 hours after being marked as "Delivered", so hang tight for a day or two!

If you don’t have any luck there and you still haven't received your package after 48 hours of it being marked as "delivered", we’ll be happy to look into shipping you a replacement order. Just contact with our support team. We’ll get back to you ASAP with more details on your package status.

FYI: If tracking doesn’t update within 2 to 3 business days, don’t worry—that’s totally normal!

◼  Can I make a return or exchange?

As a customer, you have the right to return and receive a full refund or exchange of any purchased products. 

But we hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please ensure to read our return policy firstly.

◼  I cannot pay my order successfully, what can I do?

Having technical issues checking out? From our experience, checkout issues are typically related to the web browser being used. So if you’re having some technical difficulties, the first step is to upgrade to the latest version of one of the following browsers:

• Google Chrome
• Mozilla Firefox
• Apple Safari

Note: We do not recommend using Internet Explorer at this time, as it tends to clash with the HTML5 and JavaScript behaviors used by our site.

If you’re still having issues after using a different browser and upgrading to the latest version, try a few of these steps:

1. Access our site using your browser’s safe mode.
2. Clear your browser’s cache and cookies.
3. Disable any add-ons or extensions that might be running.
4. Ensure Java has been updated to the latest version.