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FAQ
Delivery Timescales
When will my order be dispatched?
As soon as all available items have come into stock. This will vary depending on the size of your order and whether or not you have ordered any import "(IMP)" items. When in stock, items are usually dispatched within 48 hours. If any items are out of stock then we will attempt to re-order these from our suppliers, a process which can take 5-7 working days. Any item marked "(IMP)" is an imported item and if we are out of stock, it may take up to 4 weeks to obtain additional stock of this item, however, imports usually arrive into stock within 7 working days.
When will I know my order has been dispatched?
Please keep an eye on your order's status, from within your account, for it changing from “processing” to “complete”. As soon as your order is marked as "complete" then it has been despatched from our warehouse.
Can I track the delivery of my order?
Yes, go to "My Account", navigate to the relevant order and click "Details". Here you can view your order's tracking number and use the "Track" link which will take you to the courier's website where you will be able to obtain proof of delivery once your order has been delivered. You will also be sent an automated email once your order has been despatched which will also include your order's tracking details.
What shipping methods do you use and how long do they take?
- UK (excludes Northern Ireland) - Royal Mail Tracked 48 (2-3 working days) and Parcelforce (1 working day). The method of shipping is dependant on order weight and cannot be pre-selected. Orders sent via Parcelforce require a signature.
- International - Royal Mail International Tracked & Signed (Aimed to be delivered to Europe in 3-5 working days and to the "Rest of the World" in 6-7 working days).
I have not received my order yet.
Royal Mail state that we have to allow 10 working days to elapse from the day of expected delivery before we are able to claim a parcel is lost. Please contact us if you do not receive your item (s) after this time so we can help to retrieve your goods. In the very rare event that Royal Mail lose your item (s), we will despatch a replacement order to you. Alternatively, you can request a refund. Please note that various factors cause delays and unfortunately have a negative impact, at intermittent times, on Royal Mail's ability to deliver orders within their usual timeframes. For daily Royal Mail Service Updates in your area, please see: https://personal.help.royalmail.com/app/answers/detail/a_id/12556/related/1
Delivery Cost
How much is delivery on an order?
The following costs are applicable to orders shipped within the UK (excludes Northern Ireland);
1-2 items = £1.95, 3-16 items = £3.95, 17+ items = £6.75. Games Consoles/Bundles/Stereos/Televisions = £6.75 *
For international delivery costs, please follow the shopping cart checkout process where delivery is calculated automatically. * An additional £6.75 is charged for every 5 Games Consoles/Bundles/Stereos/Televisions per order.
Delivery Discrepancies
An item I've received appears to have been damaged in transit.
Please include your order number in an email to gema@gemarecords.com if after checking a delivery, you believe an item(s) is missing despite being invoiced for it or is damaged. All claims must be reported to us within 14 days of the date the courier's website shows the order was delivered. We are unable to action any damage/missing item(s) claims made after this time. Please do not destroy the order's packaging as this is likely to be required in order to claim for loss with the courier company..
An item that appears on my invoice is missing from my order.
Please include your order number in an email to gema@gemarecords.com if after checking a delivery, you believe an item(s) is missing despite being invoiced for it or is damaged. All claims must be reported to us within 14 days of the date the courier's website shows the order was delivered. We are unable to action any damage/missing item(s) claims made after this time.
I have received something I did not order.
Please include your order number in an email to gema@gemarecords.com if after checking a delivery, you believe an item(s) is missing despite being invoiced for it or is damaged. All claims must be reported to us within 14 days of the date the courier's website shows the order was delivered. We are unable to action any damage/missing item(s) claims made after this time.
Returns
I have ordered the wrong title.
Please email us ASAP if you need to cancel any items from an order which has not yet been marked as despatched in your order history. If you have already received your order and wish to return an item, please navigate to the relevant order in the "My Account" section of our website and click "Return items" to request a Return Authorisation and select "Unwanted/No Longer Required" as the reason for return. Once we have approved your return request, your Return Authorisation will become available for download in the Returns section of our website (My account > Returns).
My item is faulty.
There are different outcomes depending on how long it's been since you took ownership of your item (see Returns & Return Authorisations in our Terms & Conditions).
How do I submit a Return Request and obtain a Return Authorisation?
Navigate to the order on which the item (s) was supplied in the "My Account" section of our website. Click "Return items" to request a Return Authorisation, select the reason for the return and, if applicable, enter the expiry date of the item's warranty sticker (affixed to the item) in the "details" text box. Please also provide as many details of the fault as possible to allow us to process your return as quickly as possible. Once we have approved your return request, your Return Authorisation that includes a pre-paid postage label will be available for download in the Returns section of your account (My account > Returns) which will enable you to return the item(s) to us at no cost.
Website
Login/I've forgotten my username/password.
Just use the reset your password link which can be found on the log in page of our website and enter the email address associated with your account to receive a password reset email. The password reset email will also include your username to remind you of that.
Are the items listed on your website in stock?
Although our website doesn't show live stock quantities, if an item appears on our website with the option to add the item to your shopping cart then it is available to order. Items are ordered from our suppliers and can become unavailable at any time and with short notice.
Contact
In line with our Privacy Policy, any customer account specific query must be sent to us via email from the account's registered email address.
This page was updated 26/0/24, 09:37