Frequently Asked Questions
1.) Is Free Shipping available to all customers internationally?
Once orders have been transferred to the delivery couriers, Sparks and Gem has no control over the shipping. However, if you have any issues or concerns about your order, please feel free to contact us, and we will do our utmost best to assist you.
Please note: If for some reason, the previous website domain (SparksAndGem.com) becomes operational, please consider it as a separate business from ours.
Yes. It will depend on the product currently on promotion during a certain period.
2.) Do you offer payment instalments?
Yes, we do through AfterPay. Just select AfterPay at check-out. If this is your first time to use AfterPay payment, once you’ve selected AfterPay at check-out, it will prompt you to create an account. Approval result is instant. No need to wait days for approval status.
3.) Is our payment and personal information safe and secure?
Yes. We have no access to your financial information. Payment is done through a secure method.
We respect our customers privacy and security. Our goal is to serve our customers well with the best online customer service, we can provide.
Our online shop has a BBB (Better Business Bureau) Rating of A+. Since the start of our business, we never had a single complaint from customers.
We don’t share any customer personal information which was provided to us through subscription or any method either. The only information we share are data that are necessarily needed to fully complete the Sale Transaction, like for example, your delivery address, contact information and so forth to Shipping Couriers.
Please refer to the website’s Privacy Policy for more detailed information.
4.) How long will it take for our order to arrived?
It will depend on the delivery method selected by the customer at check-out?
Once orders have been transferred to the delivery couriers, Sparks and Gem has no control over the shipping. However, if you have any issues or concerns about your order, please feel free to contact us, and we will do our utmost best to assist you.
Please note: If a customer selected, a shipping method with no tracking number during check-out, it is the customer’s sole responsibility, because even us can’t track/monitor an item for delivery without any tracking information.
5.) What shipping couriers are used for Free Shipping?
For US customers, shipping is done through USPS or FedEx. For all other countries, Canada Post, USPS, and UPS. And includes tracking information.
6.) Does Free Shipping include a Tracking Number?
Yes. All Free Shipping includes tracking information.
7.) How long does it take to process our orders?
It takes around 1 - 3 business days to process an order. If by any chances of processing delays, we will promptly inform the customer of their order status via e-mail.
Please refer to the Shop’s Shipping Policy, for more details.
8.) What happened to your previous website www.SparksAndGem.com?
Unfortunately, that website domain is not available anymore, and currently, has been permanently replaced with SparksAndGem.Shop.
During the pandemic the owner decided to close their business. Unfortunately, website domain expires, and has been claimed by another person or business entity.
There is no difference between the previous and current website. The owners are still one and the same.
Please note: If for some reason, the previous website domain (SparksAndGem.com) becomes operational, please consider it as a separate business from ours.
9.) Do you accept returns and exchanges?
The customer has about 30 days to return or exchange their order, subject to the shop's Shipping and Refund Policy.
When returning or exchanging products, please make sure that the item/s are returned in the same condition as it was received, unused and packaging/seal is unopened/intact.
Refund commences once item/s are received, checked and approved. Confirmation will be sent to the customer’s e-mail on file.
Please note: “Final Sale” marked items can’t be returned or exchanged. That will be indicated on the product page and Refund Policy as well.
10.) Where will the products be shipped from?
It depends on what products are purchased by the customer. The shop maintains 2 warehouse locations. Some products will be shipped from the US, and some products from Canada.
Most products, sold on this website, though, will be coming from the US.
11.) Does this shop offer Free Returns?
It will depend on what product will be ordered. Free Shipping and Returns are usually offered as part of the Shop's website promotion.
It will be indicated on the Product page whether the product includes Free Shipping and/or Free Returns.
Please note: By default, return shipping is covered by the customer, except when there is Free shipping and/or return promotion. Please refer to our Shipping and Refund Policy for more details.
12.) Do you offer product customization?
At the moment, no.
13.) Will product returns be accepted when payment is done through AfterPay?
Yes, but please let AfterPay know also of any product returns in progress if assuming AfterPay has not put a “stop payment deduction” on your debit or credit card.
Once payment has been coursed through AfterPay or other similar BNPL, we have no control in regards with your payment method.
Basically, they can only issue a stop payment if Sparks and Gem has received and approved the returned item/s. It is the same for all merchants using AfterPay, or any similar BNPL.
Please refer to Sparks and Gems Return and Refund Policy, and also that of AfterPay for more details, or contact AfterPay’s customer support for any concerns about product returns.