Return & Refund Policy
Order modifications and cancellations
You can modify or cancel your order within 24 hours of placing it. After 24 hours, we cannot guarantee changes because your order may already be in processing.
To modify or cancel, email us at [email protected] with your order number and the changes you need. We’ll confirm once it’s done.
Returns
You have 30 days from the date you receive your order to return items for a refund or exchange.
Items must be:
- Unworn and unwashed
- In original condition with all tags attached
- In the original packaging if possible
We cannot accept returns on items that have been altered, worn, washed, or damaged.
How to start a return
You must contact us before sending anything back.
Email us at [email protected] with:
- Your order number
- The item(s) you want to return
- Whether you want a refund or exchange
We’ll send you instructions on where to ship the item back.
Important: Do not ship items back to us without contacting us first. Unauthorized returns sent without prior approval will not be processed and will not be eligible for refund or exchange.
Return shipping
You are responsible for return shipping costs. We recommend using a trackable shipping method because we cannot be responsible for items lost in return transit.
Return address:
Gem European Footwear
35400 Ivy Ave, Yucaipa, CA 92399, United States
Exchanges
If you want to exchange an item for a different size or color, follow the same return process and let us know what you’d like instead.
We’ll ship your exchange item once we receive and inspect your return. If the item you want is out of stock, we’ll issue a refund instead.
There is no fee for exchanges, but you pay return shipping and we’ll cover shipping the new item to you.
Refunds
Once we receive your returned item and confirm it meets our return conditions, we’ll process your refund within 3-5 business days.
Your refund will be back in your account within 8-15 business days from the date we receive your return. This includes our processing time (3-5 days) plus your bank or card issuer’s processing time (5-10 days).
Refunds go back to your original payment method.
Original shipping charges ($4.95) are not refundable unless the return is due to our error (wrong item sent, defective item, etc.).
Defective or incorrect items
If you receive a damaged, defective, or incorrect item, contact us immediately at [email protected] with photos of the issue.
We will either send a replacement at no charge or issue a full refund including original shipping costs. You will not be charged for return shipping in these cases.
Final sale items
Items marked as “final sale” at the time of purchase cannot be returned or exchanged.
Contact us
For any return or refund questions:
Gem European Footwear
Address: 35400 Ivy Ave, Yucaipa, CA 92399, United States
Email: [email protected]
Business Hours (Pacific Time):
Monday–Friday: 10:30 AM – 7:00 PM
Saturday: 10:30 AM – 5:30 PM
Sunday: Closed