What to Do When Your GemLoupe Lenses Fall Out

Quick answer

If your GemLoupe lenses have come loose or fallen out, the next step depends on whether your unit is still under warranty. If it is under warranty, contact support with your order details and a photo — a replacement will be arranged if the issue is a manufacturing defect. If it is out of warranty, purchasing a new unit is recommended.

Before You Start

Locate your original order number or purchase confirmation email: you will need this to confirm warranty status.

Do not attempt to glue or force the lenses back in place. This will void your warranty.

Take a clear photo or short video of the affected lens before contacting support.

Steps

Check your warranty status : Confirm whether your GemLoupe is still under warranty by checking your original order confirmation email or contacting support.

• Under warranty: Contact support
  Email support@gemiq.com with the following:

  • Your order number

  • A short description of the issue

  • A photo or video showing the affected lens

If the lens detachment is confirmed as a manufacturing defect, GemIQ will arrange a replacement unit at no cost.

• Out of warranty: Replace the unit
  Out-of-warranty units cannot be repaired or replaced. A new GemLoupe is recommended to ensure the best results.

Contact the support team if you need help choosing the right replacement.

When It's Okay to Separate the Lenses

In some situations, it is alright to remove the lens. This includes:

• Switching between sparkles and macro lenses

• Cleaning off dust or smudges using the included cleaning cloth

• Adjusting the main body of the lens to align with a different phone or phone case

If you are unsure about removing the lens, feel free to reach out to us before doing so.

Common Mistakes

Attempting to glue or force lenses back into place — this can permanently damage the unit and will void your warranty.

Not having your order number ready — contacting support without it slows down the resolution process.

Discarding the unit before contacting support — always reach out first, even if you suspect you are out of warranty.

Tips to Care for Your GemLoupe

Store it in the protective case when not in use

Clean the lenses only with the provided cloth

Keep it away from heat, moisture, or uneven surfaces