We want you to feel comfortable choosing your piece. If it is not right for you, or something has gone wrong, here is how we can help.
Last updated: October 15, 2026
Our 30-day return window
Request a return within 30 calendar days of delivery. For a change-of-mind return, the item must be unused, unworn, unwashed, and in its original condition, with its original packaging and any included tags or accessories.
This policy includes standard-size made-to-order items. A piece is not automatically final sale simply because we made it after you ordered. We do not apply a blanket made-to-order exclusion.
The original-condition requirements do not prevent you from reporting an item that arrived damaged, defective, or different from what you ordered. Your applicable consumer rights remain in place.
How to request a return
- Sign in to My Orders, open the relevant order, and select Request a return if the order is associated with your account. Guest customers can email us instead.
- Alternatively, email [email protected] or use our contact form. Include your order number, the item you want to return, and the reason.
- We will review the request and provide the return address and instructions. Please contact us before posting the item; the dispatch address on a parcel is not necessarily the return address.
- Package the item securely and keep your postage receipt and tracking information until the return is resolved.
A timely request starts the return process. Follow the posting instructions we send; if you need more time to send the parcel, let us know.
Who pays for return shipping?
- Change of mind, fit, or preference: you pay the return postage. The original delivery charge is non-refundable. If your order originally qualified for free shipping, we do not retrospectively charge the waived outbound shipping fee.
- Damaged, defective, or incorrect item: Gamzely covers reasonable necessary return shipping, if a return is needed. We will provide a label or agree the return method with you first, so you do not need to pay an unexpected postage charge.
For an issue caused by us, we will also refund the delivery charge attributable to the affected item when applicable. If the whole order is affected and returned, that includes the original standard delivery charge. We do not charge a restocking fee.
Damaged, defective, or incorrect items
Contact us as soon as you notice the problem. Your order number and clear photographs of the item and packaging help us investigate, but please contact us even if you cannot provide photographs. Keep the item and packaging until we explain the next step.
We will work with you on an appropriate refund or replacement. Replacement availability depends on stock and making capacity. We do not require you to place another paid order to report a fault.
Refunds and timing
We inspect returned items and initiate an approved refund within 1 business day of receiving the return. If there is a question about eligibility or condition, we will explain it to you within that time instead of leaving you without an update. Business days are Monday through Friday, excluding US federal holidays.
Refunds go to the original payment method, for the amount actually paid for the returned merchandise and the associated refundable tax. Discounts are taken into account. Delivery charges are handled as described above.
Once a refund has been submitted, your bank or payment provider needs additional time to post it. Card refunds commonly take 5–10 business days to appear, depending on the bank; an early refund may instead make the original charge disappear. This bank-processing period is separate from our one-business-day return handling time.
If you have a refund confirmation but still cannot see the credit after that period, contact us so we can check its status and help you trace it.
Exchanges, changes, and cancellations
If you prefer a different size or color, contact us first to check availability. We can explain whether an exchange is practical or whether a return and separate purchase is the better route. An exchange is not reserved until we confirm it.
Need to change or cancel an order before dispatch? Contact us promptly with the order number. We will review the request against the order's actual status and any custom details already agreed with you. A cancellation is not confirmed until we reply. This does not limit the cancellation and refund rights that apply if we cannot ship on time; see Shipping & Delivery.
Questions or concerns
Write to [email protected]. Please do not send card numbers, passwords, or identity documents in a return request. This policy does not exclude remedies you are entitled to under applicable law.