FAQ

What is your return policy?

We want you to be fully satisfied with your purchase. If you’re not happy with your order, we’re happy to offer a refund or replacement within 30 days of delivery, as long as the item is unused, unaltered, and in original condition.

How can I cancel my order?

Once an order is placed, it begins processing right away. Only 12 hours to cancel it. If you’d like to cancel your order, please contact our customer service team immediately. If cancellation is not possible, you can still return the item after delivery in accordance with our return policy.

My order was damaged during shipment. What should I do?

If your order arrives damaged, please contact us at support@gilvel.shop. To speed up the process, include your order number, photos of the damaged item, shipping box, packing material, and the shipping label with visible tracking number. We’ll assist you with a refund or replacement, and we’ll cover the return shipping costs for damaged items.

Do you accept international orders?

No, at this time, we only ship within the United States and do not accept international orders.

Where are orders shipped from?

All orders are processed and shipped from the United States.

What are the shipping costs?

We offer a flat shipping rate of $5 on all domestic orders.

I received a defective product. How do I report it?

If you received a defective product, please contact us at support@gilvel.shop as soon as possible. We’ll assist you with a replacement or refund, and return shipping costs will be covered for defective items.

Q: Can I modify my order after placing it?

Yes, you can request changes to your order such as updating the shipping address or modifying product details as long as it hasn’t been shipped. Once the order has been dispatched, modifications are no longer possible. In that case, you’ll need to follow our Return and Refund Policy, and return shipping costs will be your responsibility.

Q: What happens if I enter the wrong shipping address?

If you’ve entered an incorrect shipping address, please contact us immediately at support@gilvel.shop. We can only make changes if the order hasn’t been shipped yet. Once the order is in transit, we are unable to change. In such cases, you’ll need to follow our return policy if the package is returned to us.