Shipping Policy

Processing, delivery, customs and shipment-support terms.

Last updated: 29 July 2026

Regional fulfilment. Clear delivery terms.

1. Delivery Destinations

We deliver only to destinations made available at checkout. Product availability, delivery service and shipping fees may vary by destination.

2. Processing Time

Most in-stock orders are dispatched within 1-3 business days, Monday to Friday, excluding public holidays.

Pre-orders, launch periods, address verification, payment review or exceptional demand may require additional time.

If a material delay occurs, we will contact you and provide any cancellation or refund right required by applicable law.

3. Delivery Estimates

Estimated transit times are shown at checkout or in the order confirmation. They are estimates rather than guaranteed dates unless we expressly confirm a guaranteed service.

Carrier disruption, customs, severe weather, remote-area delivery or local events may affect delivery.

4. Shipping Fees

Shipping fees, free-shipping eligibility, remote-area charges and product-specific surcharges are displayed at checkout.

The checkout amount and order confirmation prevail over general promotional statements.

5. Customs and Import Charges

United Kingdom and Canada

Orders fulfilled from GEME's local warehouse in the United Kingdom or Canada ordinarily do not require the customer to complete import customs clearance.

The price, applicable taxes and delivery charges payable by the customer will be shown at checkout.

If an exceptional order will be supplied cross-border rather than from local stock, any customer responsibility for import clearance, duties, taxes or brokerage charges will be disclosed before the order is placed.

Switzerland

Unless checkout expressly states otherwise, orders delivered to Switzerland are shipped on a customer-clearance basis.

The customer is responsible for acting as importer, completing required import formalities, and paying Swiss import VAT, customs duties, carrier brokerage charges or other import fees assessed on delivery.

These charges are not included in the GEME checkout price unless expressly identified as included.

Other destinations

The checkout or order confirmation will state whether import duties, import VAT and brokerage charges are included. We do not ask customers to pay undisclosed import charges that applicable law requires the seller to disclose or include.

6. Tracking and Split Shipments

Where carrier tracking is available, we will send tracking details after dispatch.

Orders containing multiple products may be delivered in separate parcels or from different warehouses.

7. Delivery and Risk

For consumer purchases, risk of loss or damage normally passes when you, or a person designated by you other than the carrier, takes physical possession of the goods, unless applicable law provides otherwise.

A carrier status marked "delivered" does not by itself remove a valid consumer claim where the parcel was not actually delivered to the correct recipient or authorised location.

8. Damaged, Missing or Incorrect Delivery

Inspect the parcel as soon as reasonably possible.

For transit damage, contact us ideally within 48 hours and provide photographs of the outer carton, shipping label, internal packaging and damaged product.

Prompt notice helps us preserve carrier evidence. Failure to report within 48 hours does not automatically remove a statutory right.

For a missing, incorrect or apparently lost shipment, contact support@gemebio.com with the order number.

9. Address Errors and Failed Delivery

Check the delivery address before placing the order.

If an order is returned because of an incorrect address supplied by the customer or repeated failed delivery attempts, we may charge the actual additional re-delivery cost where permitted by law and disclosed before re-shipping.

We remain responsible where the delivery failure was caused by us or our contracted carrier.

10. Delays

Where no different date was agreed, we will deliver within the period required by applicable law.

If we cannot ship within the time stated in the order confirmation, we will provide an updated estimate and any choice to accept the delay or cancel for a refund required by applicable law.

If delivery is materially delayed, you may be entitled to set an additional reasonable deadline, cancel the affected order or receive a refund.

11. Pre-Orders

A pre-order product page or order confirmation will state the expected shipping window. The date is an estimate unless expressly guaranteed.

If the expected shipping window materially changes, we will provide an update and any cancellation choice required by applicable law.

12. Returns

Return eligibility, costs and refund timing are governed by our Refund Policy.

13. Contact

support@gemebio.com
ROKH SRL
Boulevard Louis Schmidt 29, 1040 Etterbeek (Brussels), Belgium