(Latest Updated: 25^th Oct, 2022)
 
"14-Days Exchange and Return Service"
The Gaudery provides you with a “14-Days Exchange and Return Service”.

• Good(s) that do not match the order (Including but not limited to product specifications, styles, quantities, etc.);
• Good(s) have defects (Including but not limited to quality defects, damage during shipping, etc.);
• Good(s) that do not match the product page description (Including but not limited to product use, product function, etc.)

We want you to be satisfied with your purchase, good(s) can be returned to us for exchange or refund if the purchase is deemed unsatisfactory: Each order can only be returned / exchanged once. Please make sure that the good(s) are not included in the list of Non-Exchangeable & Non-Refundable Items, and it must also be in the original packaging, tag (if applicable), accessories, (if applicable) and box/paper without scratches / stains / excessive creases (for shoes) and in the same original condition as received. If there is any defect, damage or loss, no return will be accepted.
 
Please kindly contact us within 14-days of receipt date. If item(s) is returned for a refund, the cost of original shipping will be deducted from the refund. We will proceed the refund / exchange once the item(s) is received.

Take Note: It is suggested to use a trackable shipping service and consider using an express service to ensure the item(s) reaches us within 14 days. The Gaudery cannot be held liable for any returned items that fail to arrive and any customs or duties charges incurred when returning goods. Since we can't guarantee receipt of your return, please do consider using a trackable shipping service and/or purchase additional shipping insurance coverage.
 
Non-Exchangeable & Non-Refundable Items
Please note that due to the clearance, hygiene concerns and product type, certain items are non-exchangeable, non-returnable and non-refundable. Kindly double check that the item(s) you wish to return do not fall under the list below:

• Socks, underwear and personal items;
• Customized good(s) (Made-to-Measure / Made-to-Order / Bespoke Products);
• Goods that have been used, worn or washed;
• Damage caused by improper use of the product (Including but not limited to overheating, man-made damage, etc.);
• Good(s) that under Clearance Sales, Promotions or Sales items.

If we obtain a product which is not available to return or exchange, we will return the product in the order to the delivery address (the shipping fee will be borne by you), and no refund or exchange will be given. The product list will periodically be updated.

Return and Exchange Service Process

For Hong Kong Customers: Item(s) can only be exchanged for a different size in the exact same model, colour and specifications. Exchange for a different item is not accepted. In the event if the size is not available, a refund will be issued to you.

For International Customers: We apologize that we do not offer exchange service at this moment. If you wish to exchange an item for a different size, you may wish make a new order separately and return the original product to us for a refund (subject to the conditions indicated in the Return, Refund & Exchange Policy).

Please follow the steps below to complete the Return/Exchange Process:

Step 1) Please contact us via email (info@thegaudery.com).
Step 2) Please provide your order details in the email: Your name, order number, product problem (if any) and related photos. Please make sure that all information is correct.
Step 3) Upon confirmation we will arrange a return, refund or exchange.
Step 4) To return an item(s) you will need to post your return using your preferred international shipping courier, to the address below:

The Gaudery Limited
Room A, 21/F, Jade Centre, No. 98 Wellington Street, Central, Hong Kong
Tel: +852 65840238

Step 5) Item(s) will be checked and inspected upon arrival at our warehouse. We will process the refund if the item(s) is eligible. We will also notify you of the approval or rejection of your refund. The refund can only be returned to the original method of payment. A refund may be take some time depending on the payment method (around 2-4 weeks), please allow a few days for the refund to be reflected in your account.

For any further clarification, kindly contact us at info@thegaudery.com