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DHL On Demand Delivery

Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while it’s on its way to you using DHL On Demand Delivery (ODD). Whether you need to schedule a delivery for another day or remove the signature requirement, ODD makes it easy for you.

Once your order has left us and is with DHL, they will contact you via SMS and/or email to let you know when to expect the delivery. If ODD is available in your location, this message will also contain a link to the ODD site. All you need is your tracking (shipment waybill) number.

Here’s a few options you can select to customise your delivery:

Schedule Your Delivery

If your estimated delivery date doesn’t suit, you have the option to select another date within 5 working days.
Where available, you’ll also be able to select a timed window to receive your order.

Signature Release

We send all packages with an insurance and a signature required. If you request DHL to deliver your package with out a signature, you loose this insurance.. Please note that if you choose to remove the signature required, Gemhour and DHL cannot be held responsible if your package is stolen, lost or damaged once your order has been delivered.

Leave With Neighbour

Request for your order to be left with your neighbour by providing DHL with their house number and any further instructions. Please note that if you select this option, Gemhour and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered.

Collection from a DHL Service Point

If you won’t be in for your delivery, you can choose to pick this up from DHL Service Point. This is the method recommended if you are not home for the delivery.

DHL ODD will show you the nearest DHL Service Points to you, so you can select which one works best for you. They’ll then contact you to let you know when it’s ready to collect and how long you have to pick up your delivery. Please note that if the parcel is not collected within this timeframe, it’ll be sent back to the DHL depot or discarded with no refund possible.

To collect your parcel from a DHL Service Point you’ll need to bring two forms of ID:

1. A photographic ID (e.g. passport or driving license)
2. Your email/SMS notification from DHL

Vacation Hold

Still on vacation? You can request DHL to hold your delivery for up to 30 calendar days for you.
Where available, you’ll also be able to select a time window to receive your delivery.

Customs Tax

Destination countries may levy taxes on your purchased goods, which the receiver will be responsible for. Gemhour is not responsible for unpaid customs taxes, and will not provide refunds for orders sent back due to customs issues. Please check your county’s customs policies before placing your order. If you need additional documents to clear your package, please contact our customer service so we can assist you.

Shipping Duration

Orders must be placed by 5PM Pacific Time (PDT UTC-7, PST UTC-8) to be processed on the same business day; otherwise it will be processed the next day. Your order will be processed within 1-4 business days after payment. Depending on the status of our manufacturers, some products may take longer. We would like to assure our customers that we will do everything we can to deliver your order as fast as possible. If you need your package before a specific date, please let us know and we will monitor it accordingly. Your tracking code will be sent to you via email once it the package is sent out. Delivery takes 1-3 business days, depending on your location. If your package does not arrive within 7 business days from shipment, please contact our customer service and we will be happy to check for you!

Failure to Deliver

Gemhour is not responsible for packages sent back due to factors outside our control, such as the absence of the recipient, customs, wrong address etc. Additional shipping charges will result from such situations, which is not the same as our usual discounted shipping charge. If your package cannot be delivered because of an issue caused on the customer's part, the package will be discarded and you will not be eligible for a refund. If this situation arises, we will inform you beforehand and you will have 72 hours to get back to us to resolve the delivery issue.

If the package cannot be delivered due to an error on our part or the package is lost, you may pick between a full refund or a free replacement. Please note that we will conduct an investigation that can take up to 7 days before proceeding with the compensation.