Returns & Refunds

Returns & Refunds

How do I begin the process of returning my order for a refund or an exchange?

Please contact our team by emailing us here before shipping your package to us. If you ship an item to us for a return or exchange without contacting us first, we can’t guarantee that your request will be processed.

What’s your return policy?

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at contact@gotsola.de or submit a request

Do you offer refunds?


Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at contact@gotsola.com or submit a request 

with photos of wrong/damaged items and we’ll sort that out for you.

Where are returns sent?

The return address of our store is by default Gotsola’s

Once the return package reaches our facility, we’ll notify you via email.  Based on the reason for the return, we’ll decide what the next steps should be. Check out our return policy for more info. 

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to double check that you got in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you thinks you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

You can check out our return policy for up-to-date details about reshipments.

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by you. You will receive notice once the order arrives back to our facility. We advise  you to determine how you would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to contact@gotsola.com, then we’ll gladly send a replacement at no cost to you

Can I exchange an item for a different size/color?


At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at  contact@gotsola.com a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

What happens if a package wasn't delivered to my customer, but the tracking states that it was?

If the package was marked as delivered by the carrier, but  you report  you  have yet to receive it, GotSola won’t cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at your address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.“

If you  are unable to locate the package, you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

What if the recipient's address was wrong?

If the recipient’s address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we’ll contact you for an updated address.

If the package was not returned to sender, then you would have to process a new order to replace the original.

 

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.

How are returns handled differently when comparing quality concerns or customers changing their minds?

Any returns or problems that occur because of an error on our part will be handled at our expense.

If you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.

If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.

 

Is it safe to receive packages from areas where Covid-19 has been reported?

This is what the World Health Organization recommends

Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, traveled, and exposed to different conditions and temperature is also low.

Still have a question?

Please contact us for more information.

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