FAQ


SHOP FAQ

Is there an additional cost for shipping?
Not if you buy more than $60!

WHAT IS THE GEM HAUL SURPRISE BOX

The smart and exciting way of discovering new jewelry.
Gem Haul Surprise Box, it's the surprise of receiving 3 items curated to your preferences: silver, gold or steel, dainty or flashy, necklaces, rings, bracelets or earrings. You can choose to buy any of the items or send it all back, as many times as you want during your membership.

The choice of the jewelry, done by the Gem Haul team, is personalised to your preferences. Let us surprise you!

SURPRISE BOX FAQ

How many pieces of jewelry will I receive in my Gem Haul Surprise Box?
Three! The content of your box will be chosen by our stylists with the specifications you gave us.

How can I purchase jewelry from my Gem Haul Surprise Box?
Simply keep the items you want to buy and return the rest. We'll take care of charging your credit card.

When do I have to return my box?

  1. If you are enjoying a renewable membership, you can keep your box as long as you want.
  2. If you are currently enjoying a gift certificate, a special offer, or if you cancelled the renewal of your membership, your rental contract won’t automatically be extended at the end of its duration. You will have until the last day of your membership to drop your box in the mail. 7 days before the end of your membership, we will send you a reminder.

What is referential credit?
When you invite your friends to join Gem Haul, they get to try Gem Haul for one month free by using your Gem Code. If your friends subscribe after their free month, you get $20 of credit to spend on the jewelry of your choice. Those credits never expire and can be cumulated.

How do I invite my friends to join Gem Haul?
Just give them your Gem Code. When they subscribe, all they have to do is enter your Gem Code and they will get their free month.

How can I use my referential credits?
Just proceed to buy the chosen pieces like you normally would. Your credits will automatically be deducted from your order total.

How long can I keep my Gem Hauls?
You can keep your Gem Hauls for as long as you want, as long as your membership is active. Note that you can't have two Gem Hauls in your possession at the same time. Your next box will be sent to you only once you've returned the previous one.

If I return only 2 out of 3 items, did I automatically buy the 3rd item?
Yes. If you wish to keep a piece of jewelry a little longer without buying it, you have to keep the whole box. You will receive your next box when you return the box in your possession.

How can I cancel my membership?
You can cancel your membership renewal at any time by emailing us at support@gemhaul.com. You will still be able to enjoy the remaining month of your membership for which you paid. It simply won’t be renewed once it’s over.

How do I renew or upgrade my membership?
To make it easier for you to enjoy our service, your membership will be renewed automatically, except if you subscribed with a gift certificate or a special offer. If you are currently enjoying one of these special memberships and you want to renew or modify it, we invite you to contact us at support@gemhaul.com. You will now be able to enjoy your boxes without worrying about any return date!

How many Gem Haul boxes can I get during my membership?
As many as you want!

When will I receive my next Gem Haul box?
Our stylists will prepare your box as soon as we receive your first payment or your previous box. The box will be shipped in the next few days and you will be able to track it on Canada Post website by using the tracking number provided in your “My account” page.
Canada post tracking

Can I return jewelry that I've purchased from my Gem Haul Surprise Box?
This is not an option that we offer for now. Fortunately, with our Surprise Box you get the chance to try the items before buying them, so you can be completely sure that you really want to keep them.

Is there an additional cost for shipping?
No! Shipping is always included in our Surprise Box service.

GENERAL QUESTIONS

What is Gem Haul's promise?
Offer you more at a lesser cost.

Is there a warranty if an item becomes damaged after I purchase it?
We stand behind the good condition of the jewelry we send you. If it suffers from a defect in the 30 days following purchase, we will replace or refund it. Should a damage happen to one of your jewelry pieces, please contact us immediately at support@gemhaul.com.

I damaged an item that I haven't purchased yet. What do I do?
Normal wear is and always will be covered by your subscription fee. All major damage events will be analyzed separately. Remember that our Premium Plan includes insurance coverage! Should a damage happen to an item, please contact us immediately at support@gemhaul.com.

Is the jewelry clean when I receive it?
Dirty jewelry… ewww! We inspect, clean and sanitize every item before sending them out. No exceptions.

What countries does Gem Haul currently ship to?
We currently ship only to Canada, but stay tuned as we are working to expand into new territories!