At GullClothes, your satisfaction is our priority. Please review our policy for returns, refunds, exchanges, and cancellations.

1. General Policy & Contact

If you experience any issues with your order, please contact us at [email protected] within 30 days of receiving your order. Our representatives are here to assist you.

2. Cancellations and Amendments

All our products are made to order.

  • Timeframe: You may request to cancel or amend your order before it enters production.
  • Production Start: Production can begin as quickly as 2 to 12 hours after your order is placed, depending on our production schedule.
  • Post-Production: Once your order has entered production, cancellations are generally not possible. However, you may be eligible for a replacement in specific circumstances. Please contact us immediately if you need to discuss options after production has begun.

3. Exchanges

We kindly ask customers to carefully confirm all order details, including item size, design, quantity, and shipping address, before completing a purchase. As all products are custom-made, we do not accept exchanges if incorrect items, sizes, designs, or addresses were selected during the ordering process.

4. Return & Refund Eligibility

Return Policy

  • Shipping returns

To start a return, you can contact us at [email protected]. If your return is accepted, We’ll guide you on how and where to send the package. Items sent back to us without first requesting a return will not be accepted.

  • Return method: By mail
  • Return address: 514 Cathedral St, Baltimore, MD 21201, USA
  • Restock fee: No fee
  • Return label:
    • For defective products: We’ll send you a return shipping label. You won’t be charged for any shipping fees.
    • For customer remorse: Customer responsibility.
  • Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items, custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Refund Policy

Returns and refunds are accepted if the item meets one or more of the following conditions upon arrival:

  • The product arrives damaged or shattered.
  • The product design is not as ordered.
  • The product size differs from what you ordered.
  • The product material differs from what you ordered.
  • You received a different product than what you ordered.
  • The product significantly differs from its description on our website.

5. Condition of Returned Products

For a return to be accepted, the item(s) must meet the following criteria:

  • Must be in their original condition and original packaging.
  • Must have original tags attached.
  • Must NOT have been worn or washed.
  • Must NOT have been modified in any way.
  • Must NOT be defective from the original condition unless the defect is our fault (e.g., manufacturing defect).
  • Minor issues like redundant threads that can be easily cut/repaired are generally not considered defects qualifying for return.

6. Required Proof for Return/Refund Claims

To process your refund or return request, please provide the following evidence:

  • The shipping label/receipt.
  • Proof of purchase (order confirmation email or order number).
  • Clear evidence of defective items (photos/videos, if applicable).
  • Screenshots of relevant email communications with us.

7. Steps for Requesting a Return & Refund

  1. Initiate Contact: Send your refund inquiry, along with all required documentation, to [email protected].
  2. Await Confirmation: Our customer support team will respond within 2-3 business days to confirm your eligibility and provide return instructions and the return address.
  3. Ship Item: Carefully pack your items and send your return package using a traceable carrier.
  4. Provide Tracking: Be sure to email your return tracking number or a picture of the return receipt to [email protected].
  5. Important:
    • DO NOT return any package without prior confirmation and instructions from us via email. We cannot be held liable for lost returns sent without authorization.
    • No refund will be issued if we do not receive the returned package. It is the customer’s responsibility to ensure the return reaches us.

8. Refund Processing Time

  • Processing: Refund processing may take up to 2 business days from the time we receive your returned item(s).
  • Confirmation: Once your package arrives and the refund is processed, we will send you an email confirmation. A full refund of your initial order, including the original shipping fee you paid, will be issued.
  • Bank Posting: After we issue the refund, it may take additional time for the funds to officially post to your bank account or credit card. Please allow 10 to 15 days from the date your refund was issued, depending on your card issuer’s policy.
  • Follow-up: If you have checked your bank account and contacted your credit card company, and still have not received your refund within the expected timeframe, please contact us immediately at [email protected]. Our support team will respond within 2-3 business days.

Thank you for shopping with GullClothes.