Please check our list of frequently asked questions below to see if your query can be answered without you having to email us. If not, you can email us at gema@gemarecords.com

Frequently Asked Questions

When do you take payment?

Payment is attempted manually, by us, on the day orders are dispatched rather than automatically when you place your order on our website.

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. Usually, imports arrive into stock within 7 working days.

Can I track the delivery of my order?

Yes, providing you have supplied a valid email address. You will be sent an automated email once your order has been despatched which will include a copy of your final invoice and your order?s tracking details enabling you to track your order at your convenience.

I have not received my order yet.

We have to allow up to 15 working days from the day of expected delivery before we are able to start tracing lost parcels, unfortunately we cannot do anything for you until this time has expired. Please contact us if you do not receive your item (s) within this period so we can help to retrieve your goods.

I have ordered the wrong title.

Please contact us if you need to amend your order in any way. If your order has not yet been despatched, we can make any necessary amendments. If you have already received your order and wish to return an item, please contact us to request a Returns Authorisation.

I have received duplicates in my order.

Please contact us if you have received duplicates in your order. We will issue you with a Returns Authorisation which will enable you to return any duplicates for either a refund, or exchange.

My goods are faulty or have been damaged in transit.

Please contact us as soon as possible if you have received your order with faulty/damaged goods. We will issue you with a Returns Authorisation which will enable you to return any faulty/damaged goods for either a refund, or exchange.

When is a title released?

If a title is not listed on the site then we do not yet have any information regarding it.