Contacting Customer Support

If there is an issue with the order you receive, please contact us via email: [email protected]. One of our representatives will be happy to help make things right within 30 days of receiving your order.

EXCHANGE AN ORDER

We do not offer support for exchanges. When a customer places an order, they will be asked to confirm all of the details regarding the item’s size, design, quantity, and so on. As a result, we do not accept exchanges due to your selection of incorrect items, sizes, designs, addresses, and so on.

CANCEL AN ORDER

  • Time frame for order cancellation: You can only cancel your order within 6 hours of placing it.
  • If you contact us after this 6-hour window to cancel your order, it may have already been sent to the warehouse for processing and shipping.
  • Cancellation Fee: A cancellation fee of 10% of your total order value will be applied to the cancellation process.
  • How to Cancel: To cancel your order, please contact us at [email protected].

RETURN & REFUND POLICY

  • Time frame for returns: Our policy is in effect for 30 days after the delivery process is completed. After 30 days, the order will be considered accepted by the customer, and no reimbursement will be made.
  • Conditions for Returns and Refunds: Returns and refunds are accepted in the cases below. We will refund the full amount of your initial order if an item arrives in any of the following conditions:
    • The product arrives damaged.
    • The product arrives shattered.
    • The product design is not the same as the one you ordered.
    • The product size differs from what you ordered.
    • The product material differs from what you ordered.
    • The product you ordered is not the one you received.
    • The product differs from how it was described in the original listing.
  • Condition of the returned product: Returned item(s) must NOT meet the following conditions:
    • The item(s) have been worn or washed.
    • The item(s) have been modified in any way.
    • The item(s) are in any way defective from the original, unless the condition is our fault.
    • The item(s) do not have their original tags.
    • The item(s) have some redundant thread that can be easily cut/repaired.
    • The item(s) must be returned in their original condition and in their original packaging.
  • Proof required for refund claims:
    • The shipping label/receipt.
    • Proof of purchase.
    • Evidence of defective items (e.g., photos, videos).
    • Email screenshots that we previously sent to you regarding the issue.
  • Steps for requesting a return and refund:
    1. Send your refund inquiry along with the required documentation to [email protected].
    2. Our customer support team will respond within 2–3 business days. Once you receive the return address and instructions from us, carefully pack your items and send your return package using a traceable carrier.
    3. Send your return tracking number or a picture of the return receipt to our customer support email.
    4. Depending on the circumstances, additional instructions may be provided.
    5. Important: No refunds will be issued if you do not have our email confirming the eligibility of your refund and return request. Please DO NOT automatically return the package without confirmation via email, as we cannot be held liable for lost returns.
    6. No refund will be issued if we do not receive the return package. Therefore, please ensure you send the tracking number from the carrier to [email protected] in a separate email.
  • Cost of return shipping: Customers are responsible for paying the cost of return shipping. This cost is not included in the refund amount.
  • Refund processing time:
    • Refund processing can take up to 2 business days from the time we receive your return. We will send you an email confirmation upon receiving the package and proceed with a full refund of your order, including the original shipping fee you paid.
    • If you haven’t received your refund yet, first double-check your bank account. Then, contact your credit card company, as it may take some time for the refund to be officially posted. Depending on your card issuer’s policy,1 you should receive your funds within 10 to 15 days from the date the refund was issued.
    • If you have completed these steps and still have not received your refund, please contact us immediately at [email protected]. Please allow 2-3 business days for a response.

Thank you,

Customer Service Department – Gullclothes

(*) IMPORTANT NOTES:

  • Our return policy lasts for 30 days from the date the delivery process is completed. Beyond 30 days, the order is considered accepted, and no reimbursement can occur.
  • Items can be returned within 30 days of delivery without any sub-fees, except for the shipping cost incurred when you send the return package back to us.
  • We are not responsible for returned packages that are damaged or lost during return shipping, and no refunds will be issued in such cases.
  • Customers must contact the Support Team at [email protected] before returning items. We cannot be held liable for any unqualified Refund & Return Requests or for items lost during the return process if prior contact was not made.