Terms & Conditions

These terms and conditions apply to all transactions on Gemlook.eu website and via the telephone. The placement of orders indicates you the customers acceptance of our terms and conditions. Please read them carefully and print a copy for future reference. We will treat each order as an offer by you to purchase the goods subject to the terms and conditions set out below. By using this site, you agree to these terms of use. If you do not agree to the terms set out, you may not use this site. The owner of the online store www.gemlook.eu (hereinafter referred to as the online store) is GemLook OÜ(registry code 11004076), located at Nurme 22-3, 48104 Põltsamaa, Estonia. The online store is responsible for the non-compliance of goods sold to a purchaser with the terms and conditions of the contract or for deficiencies which already existed at the time of delivery and which occur within two years of delivering the goods to the purchaser. Within the first six months of delivery it is assumed that the defect was present at the time of delivery. It isthe online store ́s responsibility to prove otherwise. All complaints made by a purchaser about the online store must be e-mailed to or submitted by calling +37255520006. .If the purchaser and the online store are not able to settle the dispute by agreement, the purchaser may contact the Consumer Dispute Committee. You can review the procedural rules and submit a complaint here. The Consumer Dispute Committee is competent to resolve disputes arising from a contract between a purchaser and the online store. Resolution of disputes by the Consumer Dispute Committee is free of charge for the purchaser. A purchaser may also turn to the dispute resolution bodies of the European Union. GemLook company, as the owner of this online shop, reserves the right at any time, to update, alter or modify these terms of use.

1. Making a Purchase

To order a product, the Party Who Orders must click on Add to Cart. By clicking on Cart, the Party Who Orders will see their entire basket along with the sum to be paid. In the next step, the Party Who Orders must enter their data and select the method of transport. Prior to final confirmation, the Party Who Orders must make certain that the details entered concerning the selected product, as well as the data for the Party Who Orders, are correct.

2. Order Processing and Acceptance

Your order is accepted and contract is formed between the GemLook Company and you the customer when the goods are dispatched that have been ordered and not pre-dispatch. A contract is not formed at the point in time that payment has been processed from you by the GemLook Company, nor at the point in time that you receive an order acknowledgement from the GemLook Company. Until the goods are despatched the order may not be accepted by the GemLook Company or may be cancelled by you. Any correspondence regarding your order is only to report that your request has been received and will be processed by our team, and does not in any way denote acceptance of your order regardless of any wording on the email. The GemLook Company reserves the right, at any time prior to acceptance of the order, to refuse any or part of an order, or request further or more accurate information to enable it to evaluate and/or fulfil the order.
Whilst we try to ensure that pricing on the website is correct at all times there may be instances of price fulctations out of our control and we reserve the right to cancel orders affected by such circumstances.
We also reserve the right to cancel any order upto the point of delivery, communication will be by either email or telephone.
In addition, in terms of saving and accessing order agreements. We store all orders and send you the details of your order via e-mail. You can find our terms and conditions on our website at all times. The details about your order history can be accessed through the customer login area.

3. Special Orders

Special orders are hand made to customers own specification and therefore cannot be cancelled. Please bear in mind that as these products are bespoke delivery times may vary.

4. Payment and Price

We are entitled to adjust the price to take account of any increases from our supplier’s prices or the imposition of any taxes or duties, or if due to an omission or error the price published for the goods is wrong whether or not the order has been confirmed. Any price fluctuations will be advised and agreed prior to accepting your order. We ask that all goods be paid for on completion of order and that all funds are cleared prior to delivery. We accept most major credit cards (we do not accept American Express or Cheques). On the order you must provide us with your exact billing address and telephone number – the address and telephone number your credit card bank has on file for you. Incorrect information will cause a delay in processing your order. Products can be paid for in Estonia, Latvia, Lithuania and Finland, via the following bank links: Swedbank, SEB, Luminor, LHV, Coop, Pocopay, Liisi ID, Citadele, ktia, Ålandsbanken, Danske, Handelsbanken, Nordea, Oma Säästopankki, Pohjola, POP Pankki, S-Pankki and Säästopankki. We also accept payments via Visa and Mastercard credit cards. The payment module has 3d-secure support, which ensures the reliability and security of the online store’s purchasing environment. GemLook OÜ is the party responsible for processing personal data, and it forwards the personal data necessary for making a purchase to Maksekeskus AS, the authorised processor. Orders will be processed in EUR-s.

5. Description of Goods

All images, product descriptions, specifications and advertising on our site are for the sole purpose of giving an approximate description of the goods. All specifications given to the Customer are approximate and intended as guidance only. We always try to ensure all product descriptions are correct, but advise customers to seek technical advice from qualified sources prior to ordering products and any work to be carried out. (Most manufacturers reserve the right to upgrade, update and change products without notice). Natural stone products are products of the nature. Therefore, variations in color, pattern, texture and veining must be accepted. These differences and variations in stone should be considered as the beauty of natural stone instead of flaws.
Purchaser acknowledges that natural stones vary in color, pattern, and texture. The actual stone delivered may differ from the sample or picture(s) shown. The purchaser acknowledges that additional stone ordered at a later date can be more expensive and cannot be guaranteed to match the original stone.
Whilst we make every effort to reproduce the colours of the products correctly variations may occur through imagery and lighting effects. Also resin products can have slight color variations.

6. Stone, metal and resin products cleaning and maintenance

To keep your product like new, is to not allow it to become overly dirty or stained. It is especially true if you live in a hard water area where build up occurs. Clean your sink often with a soft cloth and a gentle cleaner such as dish washing soap. If you get a stain, use liquid scrubbing cleaner like Soft Scrub or a mixture of baking soda and water. Do not use abrasive cleaners, steel wool pads, toilet bowl cleaner, vinegar, ammonia, or lemon juice.
Keep your product dry. Wipe it after each use, especially porous stones such as limestone. Keeping the product dry will also prevent water marks and spots on the shiny surfaces of granite, marble, and quartz.
If you have a product made of a shiny stone, you should seal it and polish it. Polishing will seal the stone and make it both shiny and stain resistant.