FAQ


PROCESS

Each piece is made-to-order. Please allow 3 to 7 weeks for the piece to be delivered to you (including shipping time).

Once your order is completed and your payment has cleared, you will receive an email confirmation. After your order is processed and shipped, you will receive another email with tracking information.

SHIPPING REGIONS

We currently ship within the European Union and the United States. (To change the currency for your shopping convenience, the bottom right corner has a currency selector box.) 
Discovery the best delivery option for you: 

Domestic - Netherlands
Standard Delivery: €5 / 2-5 days
Free for orders over €200 

EU 
Standard Delivery: €12 / 3-8 days
Free for orders over €200 

US
Standard Delivery: $15 / 7-15 days
Free for orders over $200 


* Please note we do not deliver to PO boxes to any locations.
* All delivery addresses must be entered in English or the Latin alphabet.  
* Possible delays: Shipments may be delayed because of the security measures in regards to the COVID-19 virus, which has an impact on the logistic process. We apologize for the inconvenience; we hope for your understanding.

COURIERS

For domestic shipments within The Netherlands and EU, we are affiliated with PostNL, DHL, and DPD. 
For international shipments within the US, we are affiliated with PostNL, USPS and UPS. 
* Once your order has been dispatched, we will send you an email with a tracking number and link.

TAXES

Because we are a small business:

For domestic (Netherlands) and EU, a 21% tax is included in all products displayed on the website. During the checkout process, the product prices and tax amount are shown. 

For international customers (US), taxes are not included in the products and not charged at this moment. 

IMPORT TAXES & DUTIES

For international customers (US), import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost and it will be collected upon delivery from the carriers for certain packages. These charges are the recipient's responsibility. You may check with your country's customs office to determine these additional costs. Packages in customs may take up to 4 weeks, not inclusive of delivery times. 

LOST PACKAGES

GUMMAAE is not responsible for packages lost in transit, damaged, or stolen. Please provide a safe and secure shipping address when checking out. If the address provided is incorrect, please email us as soon as possible before the package is shipped. We will aim to do our best to change the address, however we cannot guarantee for the change to happen. Additionally if the package is shipped to an incorrect address, we have to locate this original package first in order to deliver a new package to the correct address. 
* If you have not received your package in over 15 days, please email us so that we will file an investigation with the couriers.

\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\

RETURNS

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Any items that appear to have been worn, washed, or altered in any way will not qualify for a refund. 

To start a return, you can contact us at contact@gummaae.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@gummaae.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders,  personalized items, custom engravings and designs). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@gummaae.com

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

The original shipping cost (if any) is non-refundable.

Shipping Returns

  • Domestic (EU) and International (US): Unfortunately, we currently do not cover shipping costs to return (working on offering more friendly return policies).

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\

CANCELATIONS 

You can cancel your order within 24 hours. Customer order cancelation is not possible once the item is placed in production or shipped out.

\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\