FAQ
Orders & Delivery
When should I expect my order?
Shipping is free across the UK, and orders typically arrive between 5–8 business days after they leave our warehouse. Your parcel is tracked the whole way, so you're never guessing.
Can I watch my parcel's journey?
Dispatch triggers an email with your tracking link, and from then on the Track Order page carries a live view of the journey. One thing worth knowing: tracking pages sometimes sit quiet for a day or two between carrier scans — that's normal, and the parcel is still moving.
Do you deliver outside the UK?
We do, gladly. Orders go out to most of Europe and to many countries beyond it, tracked from start to finish wherever they're headed. The UK, as our home market, gets the best offer of all: free delivery on every order, dispatched from a warehouse right here in the country.
Can I change my delivery address after ordering?
Email customer service as soon as you can, with your order number. If the parcel hasn't left yet, we'll simply update it; if it's already travelling, we'll work with the carrier on the best option.
Returns & Support
Something's wrong with my order — what now?
Take a breath; this is the easy part. Send one short email to customer service telling us what happened, and choose what suits you — a replacement or a refund. Genuinely, that's all there is.
How do I send something back?
Write to info@gerlume.com with your order number. We reply with plain instructions — no forms to hunt for, no printer required to get started.
When will I see my refund?
As soon as your return is confirmed, we send the refund to the payment method you used.
How do I reach a real person?
info@gerlume.com, any day — we answer around the clock, seven days a week. Whatever the question, it gets read by a person, not a bot.
Products & Materials
Are Gerlume products safe for everyday use?
Yes — that's the standard they're chosen by. Every product passes a quality check before dispatch, and is made from materials picked to stand up to everyday handling, not occasional display.
What about sensitive skin?
For our topicals — the facial mist and the hand cream — the full ingredient list is always printed on the product itself. If you have known sensitivities, read the label before first use, as you would with any new cosmetic. Our tools and devices carry a simple care note instead.
Do the products come with instructions?
Every Gerlume product ships with a clear printed guide. Lost it, or want a fresh copy? One email and we'll send it over.
How do I look after my tools?
Gently, and briefly: stone tools wipe clean with a soft dry cloth, silicone and metal rinse under warm water, and devices wipe down with a slightly damp cloth. Each product's guide has the specifics.
About Gerlume
What is Gerlume?
A beauty & wellness store built around one idea: every piece has to earn its place. Tools and essentials for skin, care and calm — each one checked in hand before it's listed, and backed by service you can hold us to.
How do you decide what to sell?
Slowly. A product joins the collection only if it's already trusted in real routines, passes our materials and finish checks, and survives the drawer test — would it still be in use next season, or gathering dust at the back of a drawer? Most candidates don't make it.
Where is Gerlume based?
Behind Gerlume stands Emerald Qorvex Limited, registered in Hong Kong — that's the plain answer. The practical answer sits closer to you: our stock lives in a warehouse here in the UK — so UK orders ship free, arrive quickly and are tracked start to finish.