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Frequently Asked Questions
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Frequently Asked Questions

We understand that ordering online can sometimes be confusing, so here are our answers to your most common questions. If there’s anything we've missed, please contact us and we will solve your query as soon as possible.

When will my order be delivered?

This is what we live for - getting it to you as fast as possible! We make every effort to get your purchases moving in your direction - so if you order before 2pm Monday to Friday, your order will be shipped out by your chosen method on the same day and will usually arrive within 1-2 days. If you order after 2pm then your order will probably be dispatched the next day - unless you're really lucky and the post van arrives late! All weekend orders are shipped out first thing on Monday. Don't forget, there's no post on Bank Holidays. There would be if we had our way, but there isn't.

What if I really want it NOW - this minute?

It never hurts to ask! We're based in north Cambridgeshire and our warehouse is in Clacton on Sea. If you live nearby we may be able (and willing) to get it to you by hand, depending on the urgency, the time of day, the day of the week, etc. As we say, it never hurts to ask and we love making kids happy.

What should I do if something is wrong with my order?

If you receive the wrong item or something is missing from your order then contact us right away and we will sort it out for you as soon as possible. Contact details are on the Contact Us page. We're not at all scary and we want to help. We want you to come back!

How do I return something?

The first thing to do is to let us know, using our Contact Us page. It really will help if you briefly tell us why you need to return an item.

Why are bigger companies sometimes cheaper than ElectricGemZ?

Most of the time, they are NOT cheaper than us. However, a multi-million pound company can offer something close to or below cost whenever they want - but don't be surprised if the item you want from our competitors isn't actually in stock!

Most major retailers sell popular items in "assortments", which means that you cannot always guarantee that you will actually receive the item you wanted. At ElectricGemZ you see exactly which item you are buying, no matter how many variations there are. We don't sell "assortments".

Is it in stock?

If you can see it and it has a price, then it's in stock! We don't show anything unless we actually have it in our warehouse.

I don't want to use a credit card or Paypal - How else can I pay?

We don't accept sheep or ducks (although we would if we had somewhere to keep them), but there's always a way. Contact us and we'll see what we can do.