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MY GEMS (0)
REGISTERING
WHY DO I NEED TO REGISTER?
You only need to register on our site if you are making a purchase. By registering you are initiating an account that only you may access.
You may access your account by using your email address and a password that you have created. Only you will have access to this information. If you are signed up on our email list, this does not mean you are registered.
WHAT IF I FORGET MY PASSWORD?
If you forget your password, simply click the “forgot your password?” link on the lower right hand side of the log in page. You will then be prompted to re-enter your email address. After entering your email simply hit submit and a confirmation email allowing you to reset your password will be sent to your registered account.
HOW DO I MAKE CHANGES TO MY ACCOUNT PROFILE?
Log into your account, and click on ADDRESS BOOK located on the left hand side of your account page. Here you can make the necessary changes to your account, (i.e. email address, password, billing address, etc.) Scroll to the bottom of the page, and click on "Submit"
The changes you have made will now be saved to your profile.
WILL MY PERSONAL INFORMATION BE KEPT PRIVATE?
We guarantee that all personal data will be kept private and confidential, and that we will never give out any of your personal data without your authorization. For further details visit the Rue Gembon Privacy Policy
SHOPPING
HOW DO I KNOW WHICH ITEMS ARE IN STOCK?
If an item is low in stock, a "LOW STOCK" notification will appear. if a style is out of stock, a "OUT OF STOCK" notification will appear that the item is currently unavailable. However some items that are out of stock may become available again, so please check our “BACK IN STOCK” section on the Rue Gembon home page.
Please note that putting an item in your shopping bag does not automatically reserve it for you, and that it can be purchased by another customer while you continue to shop for other items
CAN YOU RESERVE AN ITEM TO BUY LATER?
At the moment we do not provide a holding service on our website
DO YOU OFFER A PERSONAL STYLIST SERVICE?
Yes, there is nothing more we love than to recommend gems to you. For further assistance, please send us an email at contact@ruegembon.com
IS SHOPPING ONLINE AT RUE GEMBON SECURE?
Our secure servers use advanced encryption and firewall technology to keep your personal information private. Our secure server layer (SSL) software completely encrypts the information you input so that it cannot be read as it travels over the Internet to our order management system. We have extremely strong security measures in place to protect against the loss, misuse, or alteration of your information while it is in our control.
Rue Gembon does not rent, trade, loan, or sell your personal information, or any other information that may identify you, to third parties. We are committed to protecting our customers' privacy. The information we collect is used solely to process your order and to enhance your shopping experience. We also monitor customer traffic patterns and site usage in order to help us refine the design and layout of the store.
If you have any questions about our privacy and security policies, please contact us at contact@ruegembon.com
ORDERS
HOW DO I MAKE A PURCHASE ON THE WEBSITE?
Please register an account on our website, once you register you will be able to place an order. For full instructions on how to complete your order from selection to payment, please CLICK HERE or review the ORDERING & PAYMENT section in customer care.
I NEED TO CHANGE MY ORDER, HOW DO I DO THIS?
Please contact us by email at contact@ruegembon.com to find out if it is possible to modify your existing order. Please be advised that once an order has been finalized we are unable to make any modifications to the order including cancellations.
I JUST PLACED MY ORDER, CAN I ADD ANOTHER ITEM TO IT?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us at contact@ruegembon.com - we will be happy to waive shipping on this additional order if it was placed within 24 hours of the original order.
WHAT ARE YOUR PAYMENT OPTIONS?
Currently we are only able to accept PayPal payments. Sorry but we do not accept personal checks, money orders or direct bank transfers.
I RECIEVED AN ERROR MESSAGE WHEN I TRIED TO PROCESS MY ORDER. WHAT SHOULD I DO?
If you are receiving an error message, there may be a problem with your payment information, billing or shipping address. Your shipping address should match exactly to what is on your PayPal file. Please review all information closely and look for any mistakes.
If you continue to receive error messages, please contact us at contact@ruegembon.com
SHIPPING
HOW LONG WILL IT TAKE TO PROCESS MY ORDER?
Orders are processed pending item availability and payment verification. Most orders will ship out within 2 full business days of ordering.
We will contact you immediately via email if there are any issues with your order.
WHERE IS MY ORDER CONFIRMATION?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.
You can also check your order status by signing into your account on the Rue Gembon website and clicking on the orders link.
HOW LONG WILL MY ORDER TAKE TO SHIP?
REGISTERED POST
You can expect to receive your order via registered post within 4-6 working days to most major cities, 7-10 days for other destinations and 10-14 days for more remove areas. If you have not received your order after 14 business days please contact us at contact@ruegembon.com
All orders shipped via registered post are insured for loss or damage. Please note that a signature is required for delivery. We suggest having your parcel shipped to your workplace if no one is home during the day to sign for your delivery. If you leave special delivery instructions authorising the courier to leave a parcel without a signature, we cannot accept claims for loss or dames in these cases.
EXPRESS POST
Orders will be delivered anywhere in the world within 3-5 days. We offer a flat shipping rate of $25 world wide regardless of destination. Any orders over $150 qualify for free world wide express post shipping.
WILL I HAVE TO PAY INTERNATIONAL TAXES AND DUTIES?
We ship to all countries with import delivery duties unpaid – this means you may have to pay import duties upon receipt of your order or at a later date depending on your customs authority.
HOW CAN I EXPECT TO RECEIVE THE GOODS?
All orders will be delivered in Rue Gembon packaging, designed specifically to protect your goods and ensure they reach you in perfect condition.
DO YOU SHIP TO MY COUNTRY?
We ship worldwide using SF Express, HK Post and HK Speed Post.
Please click here to view the complete list of countries we ship too
RETURNS & EXCHANGES
I JUST RECEIVED MY ORDER BUT I WOULD LIKE TO RETURN PART OF IT. DO YOU ACCEPT RETURNS?
Yes we accept returns. Items must be returned new, in their original condition and with all removal tags still attached. Merchandise returned without the original removal tags attached will not be accepted.
All merchandise is quality-inspected prior to shipment. If you find a product to be defective, please notify us at contact@ruegembon.com as soon as possible.
HOW CAN I SHIP MY RETURN BACK TO RUE GEMBON?
Please use your preferred courier service and send all returns to:
Rue Gembon
Returns Department
Order #___________
76 Wellington St, 5th Floor
Central, Hong Kong
Please clearly state your order number on the outside of the return package. Hong Kong does not require a post code for returned items. However should your postal provider require this please use 999077 as the post code.
I RETURNED AN ITEM, WHEN WILL I GET MY REFUND?
Once your return has been received by Rue Gembon and it complies with our returns policy, we will refund you for the item returned by your original payment method. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the cost of shipping
CAN I EXCHANGE AN ITEM?
We apologise but currently only refunds for returned items.
If you would like to exchange an item, you will need to return the original item for which you will be refunded and then you can place a new order.
I RECIVED A GIFT BUT I WOULD LIKE TO EXCHANGE IT FOR ANOTHER GEM
If you have received an item as a gift, please contact us at contact@ruegmbon.com.
GIFT & PROMOTION SERVICES
From time to time we offer promotional or trial shipping rates. For details on these rates, please refer to the promotional banners and communication.
HOW DO I PURCHASE AN E-GIFT CARD?
E-Gift card are available for purchase online. To purchase an E-gift card, simply CLICK HERE and add the gift card to your bag. Once the item has been added to your bag simply proceed to checkout for purchase. All gift cards are delivered electronically, so there is no shipping charge.
HOW DO I REDEEM MY E-GIFT CARD?
To make a purchase using your gift certificate you must first register on our site. At the checkout screen you will be able to enter your gift certificate number in the field GIFT CARDS/PROMOTION CODES”. This will deduct the full amount of the gift certificate from your order total.
