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

I have not received my order yet

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.
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.

Payment

Payment is attempted on the day orders are dispatched. You will receive an automated email once payment is attempted and a second automated email once your order has been dispatched (this will include your order’s tracking details).

Please email us at any time if you have a query.