FAQ
OUR SUPPORT TEAM IS HERE TO HELP YOU!
Please skim through our FAQ section first before asking a question via e-mail. Most of your questions are have already been answered there.
If you have any questions for/about us after reading the FAQ, or you just want to leave feedback. You can do so by sending an email to support@mandybygema.com
If you have any questions about your order, please add your order number and try to be as descriptive is possible.
We do not ask this to be a pain, but rather to get your questions asked quicker!
FAQS
ORDER CHANGING QUESTIONS:
I SEE I ORDERED THE WRONG SIZE, CAN I STILL CHANGE THIS?
Yes you can, but you have to be swift. So if you need a change of size, contact our support team ASAP via support@mandybygema.com Do not forget to mention your order number when contacting our support team.
I SEE I USED THE WRONG ADDRESS, CAN I STILL CHANGE THIS?
As long as your item is not shipped yet, we can still change this in our back end system. Please mail us the correct address and your order number to support@mandybygema.com and we will take care of it.
Once the order is shipped out (you will receive tracking info when shipped), it is out of our hands. If that is the case you need to contact the carrier who is delivering your items.
I CHANGED MY MIND, CAN I STILL CANCEL MY ORDER?
As long as your items are not shipped yet, you can still cancel your order. To cancel your order mail us at support@mandybygema.com Use "Cancel order #ORDERNUMBER" and we will take care of it.
RETURNS AND EXCHANGES
IF YOU'RE UNHAPPY IN ANY WAY, WE'RE UNHAPPY! YOU CAN SIMPLY RETURN YOUR ITEM(S) PLEASE CONTACT US DIRECTLY AT SUPPORT@MANDYBYGEMA.COM
If you need to return, exchange or refund your order, please read the following instructions carefully:
REASONS WHY YOU WANT TO RETURN OR EXCHANGE YOUR ORDER
A change in size
It happens that you make a mistake. We are all human right? Please insert a note that states which size you would like and we will send you the correct one.
You received the wrong item
First We sorry. Like we said; We are all human right? Although we double check everything, it can happen that we send you the wrong item. No worries, please return it to our warehouse and insert a note stating your order number and which item you actually ordered. We will send you the correct item ASAP.
You changed your mind and want a different item
Sure thing, no problem. All items can be exchanged for one of equal or lesser value for free. Simply send it back to our warehouse and include a note stating which item you want + your order number and we will take care of you.
You're not happy with your order and would like a refund
We take our clients very serious and we would love to learn from your experience. We will take refunds when:
- The item(s) are unworn and unwashed.
- The item(s) should be in the original state
- The item(s) are returned within 7 days after you received them.
If you meet the above criteria please shoot us an email to support@mandybygema.com
Also we would love it if you could tell us the reason why you are returning your item for a refund. We strive to get you the best quality possible, so we'd love to learn from your experience to even up our quality some more.
WE DO NOT ACCEPT RETURNS OR EXCHANGES IF
The item(s) have been worn or washed
The item(s) have been altered in any way
The item(s) are in any way defective from the original and salable condition, unless the condition is our fault
The item(s) do not have the original tags on them
The item(s) were a Final Sale item
GENERAL QUESTIONS:
WHERE ARE YOUR ITEMS MADE?
The Mandy Dresses are handmade in United States of America. Yep, you can be certain your item is fully made in America and in good hands :)
CAN I ALSO CONTACT YOU GUYS BY PHONE?
Currently we run all our support digitally. Therefore there is no need for us to have a phone number to run support through. Our systems are pretty streamlined and we thrive to answer your questions in a timely matter. If you need talk with somebody, please put your number phone in the mail and we respond you.
WHY IS EVERYTHING PRICED IN DOLLARS? I AM NOT FROM THE USA.
Although we ship worldwide, We operate from the USA. This does not mean you cannot order if you are not from the USA. The credit card companies / paypal will simply use your own currency on check out.
I FIND THE PRICING PRETTY MUCH ON THE HIGH END, WHY IS THIS?
We pride ourselves on quality. We also love the fact that you will have an exclusive Item. Our items can only be bought in our store and nowhere else! Besides that, we work with the best designers, we also work with the best, sewers, the best fabrics, materials and with to much love. Other than that; all our items are hand made in USA! We do not import the "not so good stuff" from China. Nope, we cut and sew your order by hand. Our items are made on demand. This means, when your order comes in our creation process starts.
Unfortunately - Great quality comes with a price. Therefore we have to price our items like we do to maintain great quality. Yes, it is pricier then normal, but you will receive an item of topnotch quality that will last way longer than any other similar item you will purchase from another store.
Other that we work with materials that are top of the bill. We do not settle for materials that are not up to par. We only work with fabrics and techniques that we have seen ourselves. This is what it makes it a little more price, but worth it even more.
DO YOU ALSO WORK WITH SOCIAL MEDIA INFLUENCERS?
Yes we do, send us an email at support@mandybygema.com titled "INFLUENCER" if you are an influencer with all your social media accounts, if we think you're a good match for us we will contact you back.
I WOULD LOVE TO PROMOTE YOUR STUFF, DO YOU HAVE AN AFFILIATE PROGRAM?
We sure do. We can offer you a 10% deal on all our items.
SHIPPING AND HANDLING QUESTIONS:
WHERE DO YOU GUYS SHIP TO? I AM NOT FROM THE USA.
No worries, we ship worldwide!
HOW LONG WILL IT TAKE FOR MY ITEM TO BE DELIVERED?
To Basic
USA 3-5 business days via USPS
3-8 business days via FedEx SmartPost
1-3 business days via FedEx
Canada 1-5 business days via FedEx
5-10 business days without tracking
Worldwide 1-5 business days via FedEx
10-20 business days without tracking
WHAT DO YOU CHARGE FOR SHIPPING?
We think quality should speak for itself. Therefore we only charge shipping on one off orders. Basically this means that for everything you order above 100$ on MandybyGema, shipping is on us!
Domestic shipping (USA) for orders under $100: $4.95
International shipping for orders under $100: $12
I CANNOT TRACK MY ORDER VIA YOUR TRACKING PAGE, HOW COME?
You will be send an e-mail once your item is printed and sent out for delivery. From there our tracking kicks in. You will automatically receive an e-mail that your item is coming plus a tracking code for it.
CUSTOMS CHARGED ME EXTRA FOR MY DELIVERY, NOW WHAT?
Yes, We are very sorry to hear about the custom fee, however it is beyond our control. This is not a fee imposed nor collected by our company. Unfortunately some governments randomly pick packages they check and decide to charge extra for import.
Sorry for any inconvenience caused, but there is literally nothing we can do about this.
