Gartans believes in quick and easy returns, and wants to make this process as easy as possible for you.
We stand behind the quality of every product we sell. If your purchase does not work out for any reason, you may initiate a return or exchange within 21 days of receiving your order. Products must be unwashed and unworn with original tags. We will pay for the return shipping for all US orders. Returns can be refunded back to the original payment method or come in the form of store credit. We cannot offer free return shipping for international orders or refunds on Customs or Duties.
Please note that all sale items are final. However, we do allow size exchanges and returns for store credit as a courtesy.
If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility!
The address cannot be changed after shipping, so please make sure that your address is filled in correctly after ordering and before shipping.
Exchange & Return
If we sent the wrong order or item(s), or you received any broken items, or the quality of the products you received is poor/defective. Please submit a support ticket and attach some clear photos of the items that could present a quality issue, we will offer you a full/partial refund or exchange service.
If you’re not totally satisfied with your Gartans purchase, you can return it within 21 business days after the receipt of the product( "money back guarantee" ).
Please note that your item must be unused and in the same condition that you received it. It must also be in the original packaging, together with the proof of purchase.
The money back guarantee does not cover volume/wholesale and customized orders.
Any product returned found not to be defective can be refunded. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.
Please allow up to 72 hours for your refund to process once our warehouse receives the returned product. Your bank statement will reflect a change in 7-10 business days.
If the reason for the return is a product problem, the seller shall bear the return postage. If the return is due to the customer’s own reasons, such as not wanting it, the return postage shall be borne by the buyer.
Damages and issues
If you want to return an item without any quality problem for exchange within 30 business days once it is received, please send an email to this email address with your order number return entitled: firstname.lastname@example.org we will offer you the return address. But you are supposed to pay the shipping fee.
Return/refund for the quality problem Please send us an email with your order number entitled if the item you received has any quality problem. such as the wrong color, wrong size, wrong style, and so on. It will be more persuasive if you attach a picture of the packing box containing the shipping information and a picture of the item you received in the email. We will look into the case once we receive your email, then offer you some solutions.
Due to transportation problems, the packaging or product is damaged, you can apply for a refund, the freight will be borne by Gartans
If the return is caused by quality problems, the freight will be borne by Gartans
Item not received
We will always try our best to meet the demands of all the customers. Whenever a dispute comes up, we are willing to handle it properly with you. Here are the situations that may cause disputes:
Delivery on the way
Parcel seized by customs: It is the buyer's duty to do customs clearance. So, you should contact the customs office to take your parcel once it has been seized. Please feel free to contact us If you need any documents to clear customs(such as invoice).
Status of shipment stagnated for a long time: If the status of the parcel stagnated for a long time, we advise you to contact your local DHL to check it for you, at the same time, we will ask our shipping agent to figure out what happened to your parcel. You can keep in touch with us until the parcel is delivered successfully.
If the parcel is delivered unsuccessfully because of the wrong address offered by the buyer. We are not responsible for any loss caused.
If the parcel is sent to a wrong address or lost by the shipping company, we can resend the parcel to you or offer you a refund. Item not as described: You are encouraged to open the parcel to check the item once it is delivered to your house. You should contact us within 21 business days if you are not satisfied with the item.
How does the customer claim the refund and return?
You must first contact our customer service following the below steps before sending any item back.
- Step1. Please offer the order number of the products from Gartans official website.
- Step2. Describe the problems, or upload some images about the problem, send the issues you claim to email@example.com.
- Step3. Our support team will reply to the issue and offer solutions within 24 hours.
Step4. If you are not completely satisfied with our products and need to return the products, please note the followings:Buyer must provide sufficient proof of purchase The defective item’s serial number and/or visible proof depicting the defect are required It may be necessary to return an item for quality inspection
- Step5. Offer your tracking number to firstname.lastname@example.org
- Step6. Returns will take approximately 3 business days for the process once the goods have arrived. Refunds will be approved within 2 business days. The precise length depends on the payment provider used (e.g. PayPal, credit card company, etc). Any product returned found not to be defective can be refunded. Goods found to be tampered with by the customer will not be replaced but returned at the customer's
CAN I CANCEL MY ORDER?
You are able to cancel your order with no penalty! You must cancel your order 24 hours after creating it for the cancellation to be applied. If the item has already shipped, please email support@gartans. All you need to do is send us an email with the subject line "CANCEL".
How long will I receive the refund ？
If your payment finished and the parcel is not shipped out (Order processed within 3-5 business days) , pls contact us to cancel or change your package freely.
Orders can't be canceled once the parcel is shipped out
If choosing the PayPal echeck to pay, it needs 5-7 business days for PayPal to complete the settlement. During this time, if the customer wants to get a refund, pls contact us and we will assist you to complete the refund together. All rights to interpret are reserved by gartans.com
All refunds will be credited for the original amount paid, discounts on personalized items, except in the case of an incorrect shipment. Once your return has been processed, you will receive a confirmation email.
Please note that it may take an additional 7-14 business days from the date you receive this email for the funds to be available in your account and it may take an additional billing cycle to see the funds on your billing statement.
Our address: 28 Mithona Street Preah Sihanouk Cambodia