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Customer Care

APP FAQs

About This App
  1. What is Gemporia?
  2. What can I do in this app?
  3. How do I use this app?
My Account
  1. Why do I need to log in?
  2. How do I create an account?
Live Auctions
  1. What are live auctions?
  2. How do I buy an auction item?
  3. How can I see better pictures of products?
  4. How can I see what shows and channels are available?
  5. How do I change channel?
  6. How do I see just missed items or preorders?
  7. How can I see more jewelry items for sale?
  8. How can I contact the live studio?
  9. How can I see more information about the presenters?
My jewelry
  1. What is My jewelry?
  2. How do I scan an authenticity card?
  3. How can I find out where my gemstones come from?
  4. How do I sort and filter my items?
  5. How do I create a product review?
  6. How do I delete a product review?
My Gemstone Stories
  1. What are My Gemstone Stories?
  2. How do I create a video?
  3. How do I view my videos?
  4. How do I delete a video?
Ring Sizer
  1. How do I check my ring size?
Changing Settings
  1. How do I change the currency or delivery country?
  2. How do I pair my TV app?
  3. How can I see the same graphics as on the TV channel?
  4. How do I reduce the amount of data the app uses?
Troubleshooting
  1. How can I view the tutorials again?
  2. How do I report a problem?

 

About This App
  1. What is Gemporia?

    Gemporia is an employee-owned business that sources gemstones from across the globe. We aim to be original, inspiring and ethical. We believe that beautiful jewelry shouldn’t cost the earth, nor should it be mass produced or run of the mill. We passionately believe that jewelry should leave a legacy, for those who wear it and those who help to make it. We use only genuine gemstones and precious metals to make our jewelry in limited runs, finished using the same skilled process to the same high quality. Each piece comes with a guarantee, and we’re always listening to your feedback to help us improve, grow, and create the jewelry you want to wear. We make and sell our designs via our mobile apps, on Gemporia.com and also through our TV channels.

  2. What can I do in this app?

    Our app allows you to view all three of the fantastic Gemporia channels - Gems TV, Gemporia Outlet and Gem Collector. You can browse all of the auction items in detail as well as recently aired deals, pre-order items and products which are similar to the item that is currently on air. You can view all of your gemstone jewelry authenticity cards in the My jewelry section and you can create and submit product reviews in My Gemstone Stories. We even have a ring sizer to help you order the correct size!

  3. How do I use this app?

    After the app loads, you are presented with the Live Auctions page. From here you can use the bottom tab bar to select a channel or view different products. To access the many other features of the Gemporia app, press the Menu button in the top left corner of the screen. App settings can be accessed via the Settings button within the menu.

My Account
  1. Why do I need to log in?

    You can watch our live channels, browse the More Auctions section and use the Ring Sizer without logging in. If you want to purchase items, or use the My jewelry or My Gemstone Stories sections, you will need to log in to your Gemporia account or create one. All of this can be done from within this app.

  2. How do I create an account?

    When you try to perform an action which requires you to be logged in, you will be prompted with a login screen like the one above. If you don’t have an account, and have never ordered from Gemporia before, tap on “Not got an account? Register”. You will be taken through a couple of simple forms to set your account up. If you have ordered from us before, but have never created an account, select “Ordered with us previously? Click here”. You will need order details from a fairly recent order to link your previous purchase(s) with your online account.

Live Auctions
  1. What are live auctions?

    Live auctions are at the heart of Gemporia. During each show, the presenter will showcase a number of exclusive items. After the initial start price for an item is announced, the price will gradually decrease until the auction ends. This makes our shows very exciting to watch as nobody knows what the final price will be! Everyone who purchases an auction item will pay the final, lowest price. This allows all of our customers to benefit from incredible one-off deals on beautiful gemstone jewelry.

  2. How do I buy an auction item?

    Use the Menu button to access the Live Auctions section. Simply press “Add to Basket” to bid on the currently listed item. If there are different sizes or variations available, you will be prompted to make a selection. The item will then be added to your basket. If the price drops during the show, don’t panic, everybody will pay the final, lowest auction price. To make sure you get your auction item, make sure you check out your order as soon as possible to ensure you don’t miss out. You can check out by pressing the Basket button to check your basket contents before going to checkout.

  3. How can I see better pictures of products?

    Simply press on any of our product images to see a full screen gallery of all of the images we have available for a particular product. You can get back to your previous screen by pressing the X at the top of the screen.

  4. How can I see what shows and channels are available?

    Gemporia has three live channels: Gems TV, Gemporia Outlet and Gem Collector. You can view all of them from within this app. Use the Menu button to access the Live Auctions section and open the channel selector by pressing the Channel Selector button from the bottom tab bar. You can view channels by the current product that is for sale, or by the current presenter. To do this, either swipe across the channel selector or use the tab at the top to switch between “See Products” and “See Presenters”. You can also view a 24 hour TV schedule by pressing “Full TV Schedule” at the bottom of the channel selector screen. If you want to see more information on a particular presenter, tap on the presenter’s image to see more details.

  5. How do I change channel?

    Use the Menu button to access the Live Auctions section. Open the channel selector by pressing the Channel Selector button from the bottom tab bar. Tap on one of the available channels to change channel.

  6. How do I see just missed items or preorders?

    Press the More Auctions button on the bottom tab bar to see products you have just missed, along with any pre-order items or items that are similar to the item which is currently on air.

  7. How can I see more jewelry items for sale?

    To see our full product range, press the Menu button and select “Visit Gemporia.com" to view all of our products.

  8. How can I contact the live studio?

    You can send a message to our live studios by pressing the Message Studio button at the bottom right of the Live Auctions page. Type your message in the box and press Send and your message will be sent to the studio.

  9. How can I see more information about the presenters?

    Press the Menu button and select “Meet the Presenters” to learn all about our fantastic Gemporia presenters.

My jewelry
  1. What is My jewelry?

    My jewelry allows you to see all of the items you have purchased from us which include gemstones. Tap on a card to see detailed information about the item, its gemstones, origin and a product review if you have created one.

  2. How do I scan an authenticity card?

    Press the Search icon from the bottom tab bar and use your device’s camera when prompted to scan the QR code from your authenticity card. This will open up detailed information for the item on your device.

  3. How can I find out where my gemstones come from?

    Tap on a card and swipe across until you see the Origin page. This will show the location of the lead gemstone for the product. Tap on the little map in the top right corner to view the full screen map page.

  4. How do I sort and filter my items?

    Press the Sort/Filter button from the bottom tab bar. You can choose whether to sort your items by purchase date by choosing either “Descending” or “Ascending” as required. You can filter your products by jewelry type, gemstone, metal, collection, and origin.

  5. How do I create a product review?

    Select the card for the item you would like to review. Swipe across to the product review page and tap on “Leave Review”. You will see a short video explaining how to best create a product review and you will then have to accept our terms and conditions before you can proceed to the recording page. From the recording page you can tap on the camera icon to select either the front or rear camera. If you can’t see any output on your screen, turn your device onto its side. All videos must be created in landscape mode to be able to be shown on one of our channels. To record your review, press the red Record button. When you have finished, press the Record button again to stop recording. You will be prompted to review your video and add a title before pressing “Upload” to send it to us.

  6. How do I delete a product review?

    Select the card with the review you would like to delete. Swipe across until you can see your review and then press the Delete button to the top right of the video preview image. Press “Delete” when prompted or press “Cancel” to cancel deleting your video.

My Gemstone Stories
  1. What are My Gemstone Stories?

    My Gemstone Stories are your collection of videos and product reviews that you have created. You can view, add, or delete videos in this section.

  2. How do I create a video?

    Press the Add Video button in the bottom tab bar. You will see a short video explaining how to best create a video and you will then have to accept our terms and conditions before you can proceed to the recording page. From the recording page you can tap on the camera icon to select either the front or rear camera. If you can’t see any output on your screen, turn your device onto its side. All videos must be created in landscape mode to be able to be shown on one of our channels. To record your review, press the red Record button. When you have finished, press the Record button again to stop recording. You will be prompted to review your video and add a title before pressing “Upload” to send it to us.

  3. How do I view my videos?

    From the My Gemstone Stories page, simply tap on a video to watch it.

  4. How do I delete a video?

    If you would like to delete one of your videos, press the Delete button next to it. Press “Delete” when prompted or press “Cancel” to cancel deleting your video.

Ring Sizer
  1. How do I check my ring size?

    Tap the Menu button and select “Ring Sizer”. Put one of your existing rings on the on-screen circle and adjust the size using either the arrows or the slider. When the circle lines up with the inside of your ring, this will be your ring size. If your ring falls between two sizes, order the larger of the two.

Changing Settings
  1. How do I change the currency or delivery country?

    Use the Menu button to access app settings . Use the dropdown menus to select the desired currency and delivery country.

  2. How do I pair my TV app?

    If you have a smart TV, or a device such as an Apple TV, Android TV, Amazon Fire TV or Roku, you can link your TV app with your account from within the Gemporia phone/tablet app. This will allow you to make purchases using nothing but your TV remote! To pair your device, use the Menu button to access the Settings menu .

  3. How can I see the same graphics as on the TV channel?

    To optimize our video feed for smaller screens, the default setting is to not show a lot of the video graphics that are shown on our TV channel. If you would prefer to see these graphics, you can tick the “Enable Video Graphics” box via the Settings button from the menu. You can remove these graphics by pressing the same box again.

  4. How do I reduce the amount of data the app uses?

    To reduce your mobile data usage, you can switch off the video feed via the Settings button from the menu. Untick the “Enable Video” box to switch off the video feed. You can re-enable it by pressing the same box again.

Troubleshooting
  1. How can I view the tutorials again?

    If you are logged in, you can view the tutorials for Live Auctions, My jewelry and My Gemstone Stories by pressing the Menu button and tapping the Settings button . Press “Show Tutorial” to go through a tutorial again.

  2. How do I report a problem?

    If you encounter an issue with the Gemporia app, the best way to get help is by pressing “Contact App Support” from the Settings menu . This will create an email for you to describe the issue you are having. It will also give our Support team all of the information they need to quickly resolve the issue. To see what information is being sent, scroll to the bottom of the automatically generated email.