Quick answer

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

  • Have your phone ready to take a clear photo or short video of the affected lens before contacting support.

Steps

Step 1: Check your warranty status

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

Step 2 (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.

Step 2 (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.

Expected Result

If your unit is under warranty and the issue is confirmed as a manufacturing defect, you will receive a replacement GemLoupe at no cost. If you are out of warranty, the support team will guide you through purchasing a new unit.

If This Does Not Work

  • If you are unsure about your warranty status, contact support@gemiq.com directly with your order number and purchase date.

  • If you have not received a response within 2 business days, follow up by replying to your original support email.

Common Mistakes

  • Attempting to glue or force lenses back into place — this can permanently damage the unit and will likely 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.

When It Is Okay to Remove Lenses

In normal use, it is safe to detach the lenses in these situations:

  • Switching between the sparkle lens and macro lens

  • Cleaning dust or smudges with the included cleaning cloth

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

If you are unsure whether removal is appropriate for your situation, contact support before doing so.

GemLoupe Care Tips

  • Store your GemLoupe in its protective case when not in use.

  • Clean lenses only with the included cleaning cloth — no liquids or abrasive materials.

  • Keep it away from heat, moisture, and uneven surfaces to prevent loosening over time.