Returns & Exchanges
1. Eligibility Criteria
- Timeframe: You may request a return or exchange for eligible items within 14 days from the date of receipt of your order. Items must be in their original condition, unworn, unwashed, with all tags attached, and in the original packaging.
- Exclusions: Final sale items, personalized items, and items marked as non – returnable or non – exchangeable are not eligible for return or exchange, unless they are defective or damaged upon receipt.
2. Initiating a Return or Exchange
- Contact Customer Support: To initiate a return or exchange, please email our customer support team at support@gailroberio.shop within the eligible timeframe. Include your order number, the items you wish to return or exchange, and the reason for the request.
- Return Authorization: After receiving your request, our customer support team will review it and, if approved, send you a return authorization email. This email will contain instructions on how to proceed, including a return shipping label (if applicable) and the return address.
- Return Shipping: You are responsible for the cost of return shipping, unless the return is due to our error (e.g., incorrect item shipped, damaged item upon arrival). We recommend using a trackable shipping method and obtaining proof of postage to ensure the safe return of your items.
3. Refund and Exchange Process
- Inspection: Once we receive your returned items, our team will inspect them to ensure they meet the eligibility criteria. If the items are in acceptable condition, we will process your refund or exchange within 3 – 5 business days.
- Refunds: Refunds will be issued to the original payment method used for the purchase. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider, usually within 3 – 10 business days.
- Exchanges: If you requested an exchange, we will ship the replacement item to you as soon as possible after processing your return. If the item you want to exchange for is out of stock, we will notify you and offer you a refund or suggest an alternative item.
4. Damaged or Defective Items
If you receive a damaged or defective item, please contact our customer support team immediately at support@gailroberio.shop. We will arrange for a return and provide a replacement or refund at no additional cost to you, including covering the return shipping fees.
5. Exceptions and Disputes
In case of disputes or special circumstances, our customer support team will review each case on an individual basis and make a decision in accordance with our policies and applicable laws.