Contact information
CONTACT US & CUSTOMER SUPPORT POLICY
- Company Information
This website is operated by:
Company Name: SARL GEMFI
Registered Address: 1033 Route de Berne, 69460 Blacé
Customer Support Email: isermanbourbeau@gmail.com
We are committed to providing transparent, responsive, and reliable customer service to all customers worldwide.
- Customer Support Availability
Our customer support team is available to assist you with any questions regarding orders, products, shipping, returns, or general inquiries.
Support Hours:
Monday – Friday: 9:00 AM – 6:00 PM (CST)
Saturday – Sunday: Limited support (email only)
We aim to respond to all inquiries within 24–48 business hours. During peak seasons or promotional periods, response times may be slightly longer.
- How to Contact Us
Customers may contact us exclusively via email:
📧 Email: isermanbourbeau@gmail.com
When contacting us, please include the following details to help us assist you efficiently:
Full Name
Order Number (if applicable)
Email used for purchase
Detailed description of your issue or request
Any relevant photos or screenshots (if applicable)
Providing complete information helps us resolve your issue faster and more accurately.
- Order Support
If you need assistance regarding your order, including but not limited to:
Order confirmation issues
Shipping status inquiries
Address correction requests
Missing or delayed packages
Order cancellation requests (if eligible)
Please contact us as soon as possible after placing your order.
Once an order has been processed or shipped, modifications may no longer be possible.
- Shipping Inquiries
We are committed to ensuring timely delivery of all orders. However, actual shipping times may vary depending on destination, carrier, and customs processing.
For shipping-related questions, please include your order number in your email so we can provide accurate tracking information and updates.
- Returns & Refund Support
If you need assistance with a return, refund, or exchange request, please contact us by email with the following details:
Order number
Reason for return/refund
Photos or proof (if applicable)
All return and refund requests are handled in accordance with our Return & Refund Policy. Eligibility will be determined after reviewing your request.
- Product Support
If you experience issues related to product usage, quality concerns, or missing items, our support team is available to assist you.
Please provide clear details so we can evaluate the issue and offer the best possible solution, which may include replacement, refund, or troubleshooting guidance.
- Response Commitment
We value every customer and strive to provide professional and timely support.
Our commitments include:
Responding within 24–48 business hours
Providing clear and helpful solutions
Keeping communication professional and respectful
Ensuring fair resolution of all valid concerns
- Customer Responsibility
To ensure smooth communication and faster resolution, customers are responsible for:
Providing accurate contact and order information
Checking spam/junk folders for replies
Responding promptly to follow-up questions
Ensuring shipping address accuracy at checkout
- Policy Updates
We reserve the right to update or modify this Contact & Support Policy at any time without prior notice. Any changes will apply to future inquiries and orders.