FAQ

Delivery
 
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.
 
Can I track the delivery of my order?
Yes, go to "My Account" and navigate to the relevant order. You will also be sent an automated email once your order has been despatched which will also include your order's tracking details.
 
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.
 

Delivery Discrepancies and Returns
 
An item I've received appears to have been damaged in transit.
Please contact us ASAP, without delay, at gema@gemarecords.com.
 
An item that appears on my invoice is missing from my order.
Please contact us ASAP, without delay, at gema@gemarecords.com.
 
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. Once we have approved your return request, we will email you with a Return Authorisation.
 
I have received something I did not order.
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 "Received wrong item/sent in error" as the reason for return. Select the item you ordered but haven't received as the item to return and enter details of the item you've received in error in the "details" box. Once we have approved your return request, we will email you with a Return Authorisation that includes a pre-paid postage label which will enable you to return the item(s) to us at no cost.
 
My item is faulty.
Please check that your item is still in warranty (see warranty in our terms & conditions) then 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 "Faulty" as the reason for 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, we will email you with a Return Authorisation that includes a pre-paid postage label which will enable you to return the item(s) to us at no cost.

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 your email address, associated with your account, to receive a password recovery email. The password reset email will also include your username to remind you of that.