Refund policy
Returns and Exchange
We have a no return policy, however we may, at our discretion, offer an exchange only if an item is received damaged due to a manufacturing issue or incorrectly supplied by us.
PLEASE NOTE: Each item is handmade, so variations are normal, and are not classified as damage. Natural variations in colour, texture, weave, or finish are inherent to the handmade process and are not considered defects or damage.
To be eligible for an exchange, you must notify us within 48 hours of delivery if your item is damaged or incorrect.
The item must be:
- Unused
- In its original packaging
- In the same condition as received
- Accompanied by proof of purchase
To request an exchange, you can contact us at hello@gautelier.com
If your exchange request is approved, Gautelier will arrange collection where the issue is confirmed to be a manufacturing defect or an incorrect item supplied by us.
Exchanges are processed only after the returned item has been received and inspected.
We do not accept exchanges for:
- Damage caused after delivery
- Normal wear and tear
- Change of mind
As such, there are no scenarios where customer-initiated returns or collections are accepted.
Custom-made, made-to-order, or bespoke pieces are strictly non-refundable and non-exchangeable.
Damages and issues
Please inspect your order upon delivery. If your item arrives damaged due to manufacturing, or if you receive an incorrect item, please contact us within 48 hours of delivery so we can assess and resolve the issue.