Frequently Asked Questions (FAQ)
📦 Orders & Payments
Q1: Can I modify my order after placing it?
Yes! You may update your shipping address or order details before your order is processed for shipment. Contact us immediately at [94223228@qq.com] with your order number and requested changes.
Q2: What payment methods do you accept?
We currently accept credit/debit cards (Visa, Mastercard) and PayPal. Additional payment options may be added in the future.
Q3: Is there a minimum order amount?
No minimum order is required. However, orders over $50 qualify for free standard U.S. shipping (see Shipping Policy).
🖤 Products & Sourcing
Q4: How do your Gothic apparel sizes run?
Sizing varies by design. Each product page includes a detailed size chart (measurements in inches/cm). For a tailored fit, check the garment’s specific guidelines or contact us for advice.
Q5: Do crystals come with care instructions?
While physical guides are not included, follow our Instagram @Gothgem for crystal cleansing rituals, charging tips under moonlight, and energy preservation hacks.
Q6: How do I know if my item ships from the U.S. or China?
The shipping origin is clearly noted on each product page. If unsure, email us before ordering.
✈️ Shipping & Customs
Q7: How long does shipping from China to the EU take?
Orders from our China warehouse typically reach the EU in 10–14 business days, excluding customs clearance. Track your package via the carrier link provided.
Q8: What if my package is lost?
All orders include a tracking number. If your package is marked “delivered” but not received:
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Contact your local post office first.
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If unresolved, email us within 7 days for investigation.
Note: We are not liable for delays caused by customs, natural disasters, or incorrect addresses.
Q9: Are there customs restrictions on crystals in Europe?
Some EU countries regulate specific crystal types. Check your local import laws before purchasing. We declare all items accurately as “fashion accessories” for customs.
🔮 Returns & Custom Orders
Q10: Can I add gift wrapping to my order?
Yes! Select the “This is a gift” option at checkout for elegant black satin gift wrapping. Include a handwritten note in the order notes section.
Q11: What if I want to return a customized crystal?
Customized items (e.g., engraved crystals) are final sale and cannot be returned. Review our Refund and Returns Policy for details.
Q12: What if the crystal’s “energy” doesn’t work for me?
While we honor craftsmanship guarantees, metaphysical properties are subjective. Returns are only accepted if the item is unused and meets standard return conditions.
🔒 Account & Security
Q13: How do I reset my password?
Click “Forgot Password” on the login page. A reset link will be sent to your registered email. Note: Social media login is not supported.
Q14: How often will I receive promotional emails?
We respect your inbox. Major sales and new collections are announced via Instagram and TikTok @Gothgem. Subscribe to newsletters for exclusive early access (opt out anytime).
⚡ Quick Troubleshooting
Q15: My order status says “Processing” for days. What’s wrong?
Custom apparel may take 7–14 days to craft before shipping. For standard items, contact us if processing exceeds 3 business days.
Q16: Can I cancel an order?
Orders can be canceled within 24 hours of placement. After this window, cancellations depend on production/shipping status.
Q17: How do I contact customer support?
Reach us via:
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Email: [94223228@qq.com] (Fastest response within 24h)
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Phone: [+1 650-758-7479] (U.S.) / [+86 188-9662-7887] (China)
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DM: Instagram @Gothgem
🦇 Gothgem Ethos
Q18: Are your products ethically sourced?
Absolutely. Our crystals are conflict-free, and Gothic apparel is handmade in small batches to ensure fair labor practices.
Q19: Do you offer wholesale or collaborations?
We love partnering with dark-fashion creators! Pitch your ideas to [94223228@qq.com].
Stay Connected:
Follow @Gothgem on Instagram and TikTok for lunar sales, styling tips, and behind-the-scenes rituals.