Return & Refund Policy

Return & Refund Policy

Thanks for shopping with us. We want you to love what you bought — but if something isn't right, returning it is simple. Here's everything you need to know.

Quick Summary

Is My Item Eligible?

Please check the following before sending anything back:

• Returned within 30 calendar days of the delivery date;
• In the same condition you received it — unused, unworn and unwashed;
• Not damaged, stained, altered or showing signs of use;
• All original tags, accessories, manuals and free gifts included;
• Packed in its original packaging where possible;
• Accompanied by proof of purchase.

If an item comes back used, damaged or missing parts, and this is not due to our error, we may decline the return or issue a partial refund instead.

How to Return — Step by Step

Step 1 — Get in touch

Email us with your order number, the item you are returning and the reason. We will reply with return instructions and the return address.

Please do not send items back before contacting us. Unauthorised returns are difficult to trace and may not be accepted.

Step 2 — Pack it up

Place the item securely in its original packaging and include your proof of purchase inside the parcel.

Step 3 — Ship it

Send the parcel using a trackable shipping method and keep your tracking number until your refund has been issued.

Step 4 — We handle the rest

Once your item arrives and passes inspection, we process your refund or exchange and email you a confirmation.

Who Pays for Return Shipping?

Please note: where a prepaid return label is provided and the return is not the result of a geualvin.com error, the return shipping cost will be deducted from your refund.

Order Cancellation

We process and ship orders within 1–3 business days.

• Want to cancel? Contact us before your order ships — that is the only window in which we can cancel it.
• Once shipped, an order cannot be cancelled, but you can still return it under this policy.
• There is no deadline imposed by the website on requesting a cancellation. As long as your request reaches us before the order enters the shipping stage, it can be cancelled and fully refunded.

Refund Timeline

1. You ship it back — the parcel arrives at our warehouse.
2. We inspect it — the condition is checked against the eligibility criteria above.
3. We process it — please allow up to 30 days from the date we receive your item.
4. Refund issued — sent to your original payment method.
5. Money appears — within 1–2 billing cycles, depending on your card issuer or bank.

We will email you the moment your return has been processed. If your refund has not appeared after that window, please check with your bank first; if it is still missing, contact us and we will follow it up.

Items We Cannot Accept Back

The following cannot be returned or exchanged, unless they arrive defective, damaged or incorrect:

• Perishable items;
• Intimates;
• Gift cards;
• Custom or personalised items;
• Digital products.

Damaged, Defective or Wrong Item?

We will make it right. Contact us within 7 days of delivery with:

• Your order number;
• Photos or a short video showing the problem.

You will not pay any return shipping in these cases. We will arrange a replacement, an exchange or a full refund, whichever suits you best.

Want an Exchange Instead?

Exchanges follow the same conditions as returns. Please tell us you would like an exchange, and which item you would prefer, when you contact our support team. Exchanges are subject to stock availability; if the requested item is unavailable, we will issue a refund instead.

Questions About Returns?

Any questions about this policy, a return you have started, or an exchange you would like to arrange? We are happy to help.

Email: [email protected]

We aim to reply within 48 hours, excluding weekends and public holidays.