Shipping and Returns
Do you ship internationally?
While all prices are in USD, we do ship internationally. International orders may be required to go through customs. Depending on where you’re located, you may be responsible for paying customs fees or import duties. Sometimes orders are delayed in customs. Unfortunately we can’t impact customs processing times or change / reimburse custom fees or import duties.
What are the costs to ship internationally?
Shipping costs are calculated at checkout. We use a service that works with a variety of shipping providers to make sure that you get the best cost when shipping possible for the size of our business. Please note that your order is shipping directly from the USA.
When will my order ship out?
It will usually take 2 - 3 business days for your product to be dispatched. At busy times of year, it may take longer. Once dispatched, a shipping confirmation will be emailed to you.
How long will it take to receive my order?
If your order has tracking enabled, you will receive an email with an estimated delivery date as soon as a courier picks up your parcel. This date is estimated based on each courier and may change. International orders via Economy Air (no tracking) usually arrive in 10 - 15+ days of shipment.
Do I get tracking with my order?
All orders will have tracking enabled. Check your shipping confirmation email for your tracking number.
Do you ship to PO boxes?
Most of our couriers are unable to ship to PO boxes, but try the different postage options available to confirm whether shipping to a PO Box is available to you.
Will I have to pay for customs fees or import duties?
Depending on where you’re located, customs fees may apply. Import duties and taxes must be paid by you, and unfortunately we are unable to reimburse these fees. All customs fees vary according to location. If you have any questions regarding customs, please contact your local customs authority.
Who do you ship with?
We use a service that works with a variety of shipping providers to make sure that you get the best cost when shipping. Each courier may work slightly differently in that some require a signature on delivery and some don’t.
Can I enter my address in a language other than English?
To avoid delays in your order and ensure that your order is delivered promptly, please enter your address in the English language. If you enter your address in a language other than English, your order is subject to delays or non-delivery.
Will I have to sign for my order?You may need to sign for your order depending on the courier assigned to deliver your item.
Can I change my shipping address?If your order hasn’t been sent, you may be able to change your shipping address by contacting us email@example.com. It’s not always possible, but we will try our best! Please include:
- Your order number
- Your full name
- The new address (Please include all address details)
We are not responsible for items delivered to an incorrect address supplied by the sender.
Can I cancel my order?
If your order has been dispatched, we cannot cancel your order. Please contact us immediately if your order has not been shipped and you wish to cancel your order by emailing us at firstname.lastname@example.org with the subject line ‘Order Cancellation’. Please include your order number. It’s not always possible, but we will try our best.
Can I get a refund for a gift card?
Gift cards are not refundable.
Can I return my order for a refund?
We hope that you love your GATLUW House selections, however we realize that life happens! If you live in and have had your GATLUW House item(s) delivered to a United States or Canada address, you are entitled to request a refund within 14 days of receiving your order. Please see below for the terms & conditions of refunds & returns.
After you have received your item(s) to your U.S. or Canada address, you have 14 DAYS to request a refund. Once we have communicated details to you via email, you then have a further 14 DAYS to return your item(s) to GATLUW House in unused condition, in all original packaging. We recommend using a recorded delivery service to return your item(s) to us, so that you know your postal service has delivered it safely back to us. You are responsible for paying for return postage.
If you request a refund for your U.S. or Canada order within the 14 DAYS but you do not then return the item(s) to us within the following 14 DAYS after, your refund will be canceled.
Unfortunately, we are not able to refund any U.S. or Canada orders that are outside of the 14 DAYS period after your item(s) have been confirmed as delivered to you.
All appropriate refunds will be issued within 30 DAYS of receiving the return.
To request a refund, please email email@example.com and a member of our team will be happy to assist you.
Unfortunately we are unable to offer refunds on any international orders, but should you have any questions about your GATLUW House products please reach out to us by emailing firstname.lastname@example.org and a member of our team will be happy to help.
If your order arrives damaged, faulty or incorrect, please contact us within 3 days by emailing email@example.com. Be sure to include and photo of the damage or fault so that we can assist you appropriately.
For lost or stolen packages, the customer is responsible for contacting and filing a claim with the shipping provider. Once the item has been passed to the shipping provider, GATLUW House is not responsible for lost or stolen items. GATLUW House is not responsible for damages caused by improper handling.