Shipping & Returns
Shipping
Complimentary shipping on all EU orders. Estimated shipping time is 2-5 days for all shipments within EU using UPS or DHL secured shipment services.
International shipping policy
We ship worldwide. €35 flat fee on all international orders. Estimated shipping time is 3-6 days for all shipments around the world using DHL Express.
International orders (non-EU) may be subject to taxes and duties by the country of import. These charges are the customer’s responsibility and will be charged by the shipping provider prior to delivery. Payment of these is necessary to release your package from customs. Prices displayed on our website do not include these taxes and duties.
For more information about duty fees in your country, please contact DHL or your local customs office. For inquiries regarding international shipping, please contact hello@guajiidesign.com.
Kindly note, all international (non-EU) orders are final sale.
Shipping method
Orders within the EU will be shipped via UPS or DHL unless otherwise stated. Once your package has been shipped out and handed to the respective courier, you cannot change the shipping method. Guajii is not responsible for packages once they have been scanned and delivered.
Processing and timing
All orders ship within 1-3 business days from the date of your order confirmation. Once your order has shipped, you will receive a confirmation email with a link to tracking information for your package. Kindly note that shipping times estimated at checkout do not include order processing time. All orders received before 12pm CET will be processed the same day; any orders placed after 12pm CET will be processed on the following business day. Orders placed Friday after 12pm CET will ship the following Monday.
Please note: International (non- EU) orders are subject to be flagged in customs for collection of tax and duties on imports. In this scenario, shipping time can be significantly delayed and in some cases the customer is required to retrieve their package from the customs office.
Tracking information
From the time of receiving the shipment confirmation email, please allow 24 hours for EU shipments and 48 hours for international (non- EU) shipments for the tracking information to update. If tracking still hasn’t updated after this time, please contact us at hello@guajiidesign.com with your order number and we are happy to look into this further.
Unforeseen shipping issues and custom charges
From the time your package leaves Guajii until it is delivered to your doorstep, all shipping liability lies with UPS or DHL express services in your country. Some countries might be subject to customs and taxes upon delivery. Please check with your UPS or DHL express services in your country before you order. After the package is marked as delivered by the courier, packages become the customer's responsibility. Guajii cannot provide refunds for lost or stolen packages post - delivery. Missing packages claims must be filed by the customer at their local UPS or DHL express services.
In the rare case of missing parcels, please contact hello@guajiidesign.com for further assistance.
If for any reason your order is to be delayed or cancelled - due to stock, payment or otherwise - we will contact you via email.
Returns
If for any reason you are not satisfied with the products purchased on our website, we accept returns for all EU orders on all full priced bags within 7 days of delivery.
To request your return, log in to your Account and return your purchase from the Orders section.
The products must be returned in the same condition in which they were delivered. Please make sure that they are intact and complete, never worn, used or damage in any way and that they are returned in their original package with all tags attached.
Please note, return shipping fees will not be credited back upon return.
Due to our limited stock quantities, we cannot offer exchanges at this time.
International orders are not eligible for return.
All sale items are final sale and not eligible for return.
We do not accept return items from third party retailers.
Refunds
It may take up to 1-2 weeks for us to receive your shipment. Once we verify the integrity of the items we will accept the return and process the refund, you will receive a notification email that your refund has been processed and issued. Verifying the items is expected to take 3 to 5 business days.
The refund will be issued as soon as possible after the return has been accepted through the same payment method used for the original purchase, and in the same currency.
You should see the credit approximately within one week from our refund confirmation email. Exact timing will depend on the different banking procedures.
Any shipping charges applied to the order will not be refunded.