Contact us
Customer Care
At gerbina, we value clear communication and aim to make it easy for customers to receive help whenever a question or issue arises. Whether you need information before placing an order or assistance after delivery, our support team is available to assist.
What Our Team Can Assist With
Product Information
If you would like to learn more about a product, you can contact us regarding its materials, measurements, specifications, features, or suitability for your intended use.
Order & Shipping Assistance
Our team can help you check the progress of an order, review available shipment information, track a package, or investigate situations where payment has been completed but an order confirmation has not arrived.
Returns and Order Issues
If your package arrives with damaged merchandise, contains an incorrect item, or is missing part of your order, please contact us. We can also assist with questions concerning return or exchange requests.
Customer Feedback
We welcome comments and suggestions about our products, website, and service experience. Customer feedback helps us understand what can be improved.
Contact Our Team
For customer service and support requests, please email:
To help us identify your request efficiently, please include the relevant order information and a clear description of your question or concern.
Service Availability
Our customer support team is available on weekdays from 9:00 to 18:00.
Emails received during these hours will generally receive a response within 2 hours.
Messages submitted outside our normal business hours, including weekends and holidays, will be prioritized for the following working day. We aim to respond to these messages by 9:30 AM on the next business day.
Recommended Email Format
For order-related questions, please include both the type of request and your order number in the email subject.
Suggested format:
Inquiry Type + Order Number
Example:
Order Support - #P2025XXXX
Providing this information at the beginning will help our team locate the relevant order and handle your request more efficiently.
If Further Attention Is Required
We aim to resolve customer concerns as promptly as possible. If your issue has not been resolved within 24 hours of your first email, please send us a follow-up message.
Upon receiving your follow-up, we will review the matter again and escalate it internally when necessary.
Company Information
Company: VECTOR NEXUS LTD
Address: Coventry CV2 4AQ
Customer Service: service@gerbina.com
Thank you for contacting gerbina. We appreciate your trust and will do our best to provide timely and helpful assistance.