Returns & Refunds Policy

We want you to be thrilled with your new order. However, if you need to return an item, we're here to help.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

 

Returns

To be eligible for a return, your item must be:-

  • In the same condition that you received it, unworn or unused, with tags, and in its original packaging.
  • Damaged items or original packaging are ineligible for return.
  • You’ll also need the receipt or proof of purchase.   
  • A return shipping fee is deducted per product from your refund based on your location:
    • The USA $35
    • Germany €10
    • France €10
    • Netherlands €10
    • United Kingdom ₤15
    • EU (incl. Switzerland and Norway) €10
    • Rest of the world €45


To start a return:

  • Click Return My Order 
  • Type the email address associated with your order. 
  • When you enter your email address,  you will receive an email with a one-time, 6-digit code that you need to enter to log in.
  • Select the product that you wish to return.
  • Indicate the reason for returning the item.
  • Once your Return Request is reviewed and approved, you will receive an email with return instructions.  If your Return Request is declined, you will be notified via email.
  • Once you receive the return label, please note that you have 14 Business days to return the product.

Please note that return approval is not automatic. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will NOT be accepted.

 

Refunds

We will notify you within 2-3 *business days once we have received and inspected your return, and let you know if the refund was approved or not.

If your refund is approved: -

  • The return shipping fee is deducted from your refund.
  • You’ll be automatically refunded less the return costs on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  • If more than 15 business days have passed since we approved your return, please contact us at contact@guocali.com
  • We'll keep you updated every step of the way.
  • Shipping is non-refundable.
  • By using the provided return waybill you consent to the deduction of the shipping cost from your refund.

*Business days = Monday to Friday excluding public holidays.


You can always contact us for any return questions at returns@guocali.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (such as custom/tailor-made products, swimwear, bras, underwear, socks, or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.