TERMS & CONDITIONS

Dear Customer, if even after reading our customer service, you have any questions about how to buy in our online store, about your payment safety, your rights or simply to choose the right product or size, please contact with us by email:

mail@gonzales-underwear.com

we will be happy to help you.

ORDER

GONZALES creates very delicate and unique lingerie and corsetry, mostly handmade in the Atelier of GONZALES. Given its exclusivity and handcrafted character, some designs are realized only after order so that the delivery depends on the amount of work in Atelier. Usually we take a period of 3-7 working days to ship the order to our customers. However, we have a range of items ready for immediate shipment. If you have some questions about this, don´t hesitate to contact us via mail:

mail@gonzales-underwear.com

By order, after payment, you will receive an email from GONZALES to confirm the order and delivery. If for some reason GONZALES cannot confirm your order, it will proceed to refund of your payment.

To cancel or change an order, please, send an email to

mail@gonzales-underwear.com

before you receive a tracking number and we will do our best to help you. If you have received a tracking number, it cannot be cancelled or changed. You must wait to receive your item/s and then return to us within 7 working days.

PAYMENT

GONZALES gives you the opportunity to pay via bank transfer or Paypal, giving you the guarantee of a secure and discreet payment.

PROMOTIONS & PRIVATE CARD

GONZALES will make from time to time different promotions which we will be announced through the newslettern and social networks.
PRIVATE CARDS are discount codes for specific persons such as partners, assistants and collaborators in many fields. PRIVATE CARD is personal and nontransferable and is not valid for use in conjuction with any other offer or discount promotion and may not be used on sale items.

DELIVERY

GONZALES ships worldwide with the transport company it believes appropriate, applying the following standard rates:
– Canary Islands………………………………………………………….. GRATIS – (2-4 working days)
– Rest of Spain …………………………………………………………….10.-€ – (5-10 working days)
– E.U ………………………………………………………………………..12.-€ – (5-15 working days)
– Rest of the world ……………………………………………………….. 15.-€ – (around 2 weeks, depending on Customs).

Please note, international orders may be subject to charges applied at customs. We are not liable for these.
You can also pick up your order personally at the Atelier and thereby spare you shipping costs.
– Order above 250.-€ : free delivery

You will receive a tracking reference once your order has been shipped. All packages will require a signature on receipt of delivery. If you are not able to sign for your delivery, a note will be left instructing you about you can collect your parcel. Your parcel will be returned to us if this isn´t collected within 2 weeks. Extra postage charges may applify if we have to re-send. RETURNS

— If you are not completely satisfied with any of the items in your purchase we will happily offer you an exchange or refund, provided the item is returned to us in perfect condition and unworn within 7 working days of receipt.

– For hygiene reasons, no refund or exchange can be accepted on knickers, culottes or thongs. We apologise for any inconvenience.

– We do not issue refunds to a third party.

– Please try on bodysuits and playsuits over your own underwear as we will not accept returns of soiled or worn garments.

– Due to their unique natur, “made to measure” or “bespoken” items are not returnable.

– We can only exchange goods that are received by us and we are not responsible for the goods in transit, therefore we recommend that you use a tracked registered postal service and retain the tracking number. GONZALES are unable to cover the cost of return postage, therefore please ensure that your return postage is fully and correctly paid, otherwise it may not reach us.

– Please note postage costs will not be reimbursed on refunded or exchanged items. – Sale items are non-refundable and exchangeable. – Customers will receive the refund via the same payment method with which you made your purchase as soon as possible and within 15 days of the date we have receipt the returns items.

If you require any further information regarding ordering online, delivery, refunds or exchanges, please don´t hesitate to contact us.

All GONZALES garments are hand wash only due to their delicate nature, and no refund or exchange will be given on items that have not been cared for in the correct way.

– IMPORTANT! Please, contact us by mail BEFORE items will be sent :

mail@gonzales-underwear.com

– Returned items should be sent to:
GONZALES
c/ Yucatán 49
35016 Las Palmas de Gran Canaria
CANARY ISLANDS / SPAIN