Frequently Asked Questions
WHAT PAYMENT METHODS CAN I USE?
Cotton and Gem accepts the following methods of payment for purchases:
- American Express
- Apple Pay
Examples of forms of payment we do not accept include:
- Layaway plan
- Personal checks
- Money orders
WHAT IF I CHANGE MY MIND AND WANT A DIFFERENT SIZE OR COLOR AFTER MY ORDER IS PLACED?
Once an order is placed on cottonandgem.com, you cannot make changes unless we are contacted through customer service before the item is shipped out. For assistance please contact a customer service representative at email@example.com
HOW DO I TRACK MY ORDER?
Tracking numbers are included in your shipping confirmation email. Alternatively, you may use below links to track down your parcel(s).
- https://www.usps.com/ (for US customers only)
MY TRACKING CODE DOES NOT WORK?
Once we send your tracking number to your email, you must wait for 5 to 10 business days to update your tracking. That does not mean that your order is stopped. It is only a lack of updating on the part of our shipping service, but your order is in transit.
WHAT DO I DO IF MY ITEM ARRIVES DAMAGED?
Customer satisfaction is our primary goal at Cotton And Gem. Please contact a customer service representative at firstname.lastname@example.org.
I ORDERED 2+ ITEMS, BUT ONLY RECEIVED ONE… WHERE’S MY ORDER?
Since our products are not stocked in house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once, they are on the way.
DO YOU DELIVER PRODUCTS INTERNATIONALLY?
Cotton And Gem successfully ships many products worldwide each day. We have many happy customers in every corner of the globe. International orders can take up to four weeks to arrive.
HOW DO I KNOW WHICH SIZE IS BEST FOR ME?
Size guidelines are available on the product page.
THERE'S A PROBLEM WITH AN ORDER I RECEIVED. WHAT DO I DO?
We take every measure to ensure that your order is made with care and sent to you in a timely fashion. Unfortunately, everyone (including us) occasionally makes mistakes. And we want to do everything that we can to fix them!
If you see anything defective or incorrect with the item you received, please contact our dedicated support team so we can solve the issue.
We may request a photo of the item you have received for review so that we can offer the best possible resolution for you. If a return is authorized, you may need to return your item to us in its original packaging within 30 days of receipt for an exchange or refund.
If your item arrived as ordered with no defects or mistakes, we are unable to accept the item for a return.
HOW SECURE IS MY INFORMATION?
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
For further assistance, please contact our Customer Service through submitting a ticket on our website.