Refund policy

Returns

We accept returns on most physical retail items for any reason up to 90 days after delivery.
Items returned unused, unwashed, undamaged and in their original packaging will qualify for a full refund excluding all shipping charges and customs fees.
We do not accept returns on accessed digital, personalised or custom items.
We do not offer exchanges at this time.

Contact help@geckojoy.club if you have questions or a problem with your order.

Exceptions

1. Custom or personalized orders - Due to the additional time, effort and inability to resell products, custom or personalized design orders on printed or digital products are not eligible for return or refund. If you are not satisfied, contact us.

2. Digital Downloads - Due to the nature of digital work, no returns or refunds will be given once files are shown to have been downloaded or accessed. If you have a problem opening files, contact us.

3. Wholesale orders - Due to the made-to-order nature of our business, wholesale physical product orders are not eligible for return or refund. You may wish to order a sample to ensure print quality and the color is to your satisfaction.

4. Sales, discounted, pay-what-you-want, and other promotional items are not eligible for return or refund.

5. Clothing - For hygiene reasons we do not accept returns on intimate items of clothing such as swimsuits and bikinis. Please check the size guides provided or contact us if unsure which size to order.

Shipping Costs

We do not reimburse shipping costs or offer prepaid shipping labels.

Refunds

Items returned unused, unwashed, undamaged and in their original packaging will qualify for a full refund excluding all shipping charges and custom fees.

Refund Processing

Refunds are processed within 5 working days of us receiving the returned item and made only to your original payment method e.g. PayPal or your credit card. It may take your bank a while to process this so contact them if you don’t see it in your account.

Replacements

If your physical product order arrived damaged or incorrect contact us right away. Send us a photograph of the damage or error within 3 days of its arrival and we'll send you a replacement.

Exchanges

We do not offer exchanges at this time. However, if you'd like something else simply order a new item and return the original physical product item to us within 90 days of delivery in its original packaging.

Cancellations

If you’d like to cancel your order contact us right away. As long as production hasn’t started we’ll issue a full refund straight away. If it’s already in production or has been shipped simply return it when it arrives to get a refund.

Order never arrived

We sometimes ship items in an order separately due to packaging needs or because the items come from different fulfillment centers. If you received part of your order, the rest should be on its way. If you're worried, contact us. There could be a number of other reasons for missing or late shipments:

1. Shipping internationally means your package passes through several countries on its way to you. This means more checks, more customs officers and more red tape. It could just be making its way through this.

2. Sometimes the mailman comes when you're not home and drops a note for you to pick up your package in person. Check that it hasn't been held at your local post office.

3. Typos happen. Check that the order address you entered is correct. If the address was incorrect, let us know. If the item was returned to our fulfillment centre you’ll just need to pay a reshipping fee.

You may view our Shipping Policy for related details.

Contact help@geckojoy.club if you have any questions.

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