FAQ

Before You Order

Which countries do you ship to?

We ship worldwide, including Asia, North and Central America, Europe and Oceania — over 200 countries and regions in total. Orders over $39.99 USD qualify for free shipping.

A small number of destinations may be unavailable due to local regulations or carrier restrictions. If we cannot ship to your location, we will contact you and issue a full refund.

Do I need an account to place an order?

No. You can check out as a guest. Creating an account does, however, make it easier to track orders, store your address for next time and review your order history.

Will I have to pay customs duties or import taxes?

International shipments may be subject to import duties, taxes and customs fees set by the destination country. These charges are determined by local authorities and are beyond our control, so they are the responsibility of the customer. We suggest checking with your local customs office before ordering if you are unsure.

Payment

What payment methods do you accept?

We accept two main methods.

PayPal is our primary processor, through which we accept MasterCard, Visa, American Express and Discover.

We also accept secure credit and debit card payments directly, using Visa, Mastercard, American Express, Discover, Diners Club and JCB, along with digital wallets such as Apple Pay and Google Pay.

All payments are processed over a secure, encrypted connection. We never see or store your full card number.

Which currency will I be charged in?

All of our transactions are based in USD (US Dollars). If your card is denominated in another currency, your bank will convert the amount using its own exchange rate on the date of processing. Your bank may also apply a fee for international transactions or currency conversion. Both the rate and any fee are set by your bank and are outside our control.

When will I be charged?

Your card or PayPal account is charged at the time you place your order, not when it is dispatched.

Do you offer instalment payments?

We accept payment in three instalments. Where this option is available, you will be able to select it at checkout, and the instalment amounts and due dates will be shown before you confirm your purchase. If you do not see the option, it is not available for your order and the full amount will be charged at once.

While Your Order Is Being Prepared

What is the status of my order?

Once you have placed your order, we will send you a confirmation email so you can track its status. When the order is dispatched, you will receive a second email containing your tracking number and the courier's details. You can also log into your account at any time to view your order history.

Can I change my order?

We can only change orders that have not yet been processed for shipping. Once your order reaches the status "preparing for shipping", "shipping" or "delivered", we cannot accept any edits — including changes to items, size, colour, quantity or delivery address.

If you need to make a change, contact us as soon as possible with your order number. If the order has already shipped, you may return it under our Return and Refund Policy.

How long does it take to ship my order?

Once you have placed your order, it usually takes 3 to 7 business days to process and dispatch it. The shipping time itself depends on the delivery method chosen and your destination, and is typically 14 to 30 business days. Please allow extra time during public holidays and peak seasons.

Delivery

How can I track my package?

Once your order has been dispatched, we will send you a confirmation email with your tracking number and the courier's details. Tracking information may take 2 to 5 business days to become active in the carrier's system. If you have not received tracking details within 7 days of ordering, please contact us and we will check the status for you.

What if I am not home when delivery is attempted?

If you are not home, a new delivery will normally be attempted the next working day, or the delivery partner will contact you to arrange a new date, depending on your country and the delivery method you chose. In some cases you may need to collect your package from your local post office.

If a parcel is returned to us because it was unclaimed or not collected, we can reship it once the additional shipping cost has been covered.

My order has not arrived. What should I do?

Check your tracking information first. If tracking has not updated for an extended period, or the estimated delivery window has already passed, contact us with your order number and we will investigate with the carrier and offer a suitable solution.

I entered the wrong shipping address. What can I do?

Email us immediately with your order number and the correct address. If your order has not yet been dispatched, we will do our best to update it. Once the parcel has been shipped, the address cannot be changed, and we cannot be held responsible for delays or losses caused by incorrect address details.

Returns and Exchanges

Do you accept returns?

Yes, subject to the following conditions:

• The item must have been sold on our online store;
• The item must not have been used in any way, and should be in its original condition with all tags and packaging;
• The return or exchange request must be made within 30 days of delivery.

To ask for a return, please contact our customer service team first. Do not send items back before contacting us, as unauthorised returns are difficult to trace and may not be accepted.

Can I exchange an item?

Yes. We accept exchanges, and they follow the same conditions as returns. When arranging your return with our support team, please tell us that you would like an exchange and which item you would prefer. Exchanges are subject to stock availability; if the requested item is unavailable, we will issue a refund instead.

Are returns free?

To return an item, please contact customer service to obtain a return address. After receiving the address, place the item securely in its original packaging and include your proof of purchase.

Your return shipment is free of charge in some cases. If the reason for return is not the result of a geualvin.com error — for example, a change of mind or an incorrect size ordered — the cost of return shipping will be deducted from your refund. Where the fault is ours, such as a damaged, defective or incorrect item, you pay nothing for return shipping.

How long does it take to process a return?

Returns are confirmed within 14 days of the package arriving at our warehouse. Once your return is accepted, the refund, exchange or store credit will be issued within 14 days of our team approving it.

Depending on your bank or card issuer, refunds may take one to two billing cycles to appear on your statement. We will email you once your return has been processed.

My item arrived damaged, defective or incorrect. What should I do?

Please contact us within 7 days of delivery with your order number and photos or a short video showing the problem. Where the fault is ours, you will not pay return shipping, and we will arrange a replacement, an exchange or a full refund.

Which items cannot be returned?

Perishable items, intimates, gift cards, custom or personalised items and digital products cannot be returned or exchanged, unless they arrive defective, damaged or incorrect.

Still Need Help?

If you still have any questions or concerns, please contact us:

Email: [email protected]

Our customer service team aims to respond within 48 hours, excluding weekends and public holidays.