FAQ

DO YOU SHIP INTERNATIONALLY?

 

Yes, we do. Most of our items are available and ready to be shipped to over 150
countries worldwide. Some items, however will only be available for shipping to specific countries only.

 

WHEN WILL I RECEIVE MY ORDER?

 

Orders are shipped within 1-5 working days. Once shipped, you'll receive a confirmation email including tracking number(s) for your order.
Free Standard Shipping
a) USA, UK, Canada, Europe*, Asia*, Australia & New Zealand: 10 to 20 working days.
b) Mexico, South America*, Philippines, Indonesia, India, Russia, Turkey, Middle East, South Africa, Rest of the world: 14 to 35 business days.
*Exceptions to some countries apply.
Express Delivery
a) USA, UK, Canada, Europe*, Asia*, Australia & New Zealand: 4 to 7 working days.
b) Mexico, South America*, Philippines, Indonesia, India, Russia, Turkey, Middle East,
South Africa, Rest of the world: 6 to 12 business days.
Split Packages
In some instances, an order may be split into different packages for any of the following reasons:
- Weight limit per package. In order to provide Free Worldwide Shipping and ensure that you receive your order at earliest, we use time and cost efficient ways of delivery.
- An item may be slightly back-ordered, and shipped a later than the rest of the items in an order.
- Because we are serviced by different warehouses, an order with multiple items may be shipped from the different warehouses due to varying stock inventory between the warehouses.
Common reasons for order delay:
- Billing and shipping addresses are not the same.
- Order is pending a credit approval and verification.
- A product is currently out of stock.
- An order which requires special customization.
- An order is shipped to remote countries.
- National holidays


HOW CAN I TRACK MY ORDER?


You can track your order on the order tracking page or use the free postal international tracking tool 17Track.net


I HAVEN'T RECEIVED MY ORDER, WHAT SHOULD I DO?


If 20 business days from the date you received the shipping confirmation passed, your order might get delayed for one of the following reasons:
- Billing and shipping addresses are not the same.
- Order is pending a security verification and approval.
- Product stock issues.
- An order which requires special customization.
- High volume of sales in holiday seasons
- Your order is shipped to a country different from US, UK, AUS, France. Orders
shipped to rest of the world might take up to 35 business days.
To find out more about your order status please contact us at info@gepia.co


WHERE IS MY ORDER COMING FROM?


To provide the best prices and flexible international shipping options all orders are shipped directly from our warehouses in Europe and overseas, using a range of International couriers. Please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.
Questions? Please contact us at info@gepia.co and we'll get back to you within 24 h.


WHERE ARE YOU BASED IN?


GEPIA is based in London, UK.
To provide the best prices and flexible international shipping options all orders are shipped directly from our warehouses in Europe, USA and Asia, using a range of International based couriers. Please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.


WHAT HAPPENS TO UNCLAIMED ORDERS?


We are not responsible for any packages returned to us as refused, unclaimed,
undelivered, or because of incorrect or insufficient address was provided or because of refusal to pay import taxes.
Requests for refunds for unclaimed items are subject to a 30% restocking fee. You may also ask for the package to be reshipped out to you for a $20 USD re-delivery fee to cover postage costs for Standard Shipping or equivalent fee to cover the initial Express Shipping Costs if the order is reshipped again to the customer.
In case you did not receive your item, you have the right to request a refund or
re-shipment within 90 days of placing the order. Orders that fall outside the 90 days
period are not eligible for refunds or re-shipments.


DO I HAVE TO PAY ANY IMPORT FEES?

 

For most of our orders import fees are not collected. We strive to make sure import fees are prevented, in rare circumstances when it does happen, GEPIA is not responsible for any custom charges made in the country of destination.
I HAVEN'T RECEIVED THE PACKAGE, BUT THE TRACKING SAYS IT DID. WHY?
GEPIA covers a variety of courier errors such as lost or damaged in transit, postage
due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare case a parcel is marked as delivered by the courier, but you have yet to receive it - GEPIA cannot not cover the costs of reshipping the order. This only applies if the tracking details state that a delivery was made to the recipient's address (or area).
In most instances, it's found that the delivery was made, but left in an unexpected
location at a recipient's address or left with a family member, roommate or neighbor.
Recipients should reach out to the courier or local post office, provide them with the tracking number received via email and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
If you find yourself in this situation please email us at info@gepia.co and our support team will assist you as soon as possible.

 

CAN I SHIP PRODUCTS TO SOMEONE ELSE?


Sure. Just use the new address when checking out.


CAN I RETURN A PRODUCT?


Yes. In the rare case you're not 100% satisfied with the product(s), you may return it for a full refund or exchange it for the same product within 30 days from the day it was received. Alternatively, we can issue you a store credit to place another order.
For your convenience, we may choose to offer you a refund of 30% of the product value in exchange for the product to stay with you. This way, you avoid possible shipping costs and save valuable time. If you prefer this option, simply email us at info@gepia.co and we'll arrange your refund.
To begin a return please visit the returns page.
Please note that Delivery fees are not eligible for refunds.


WHO PAYS FOR THE RETURN?


In the rare case you receive a faulty product, or the product was shipped in a different
size than the one ordered, GEPIA will support the return costs. If you choose to return
an item for other reason than that, the return costs will be supported by the customer.

 

CAN I CANCEL MY ORDER?

 

Yes, you may request order cancellation within 24 hours of purchase. Please note: if your item has been already shipped cancellation will not be available.

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