FAQ

WHERE AND HOW ARE YOUR PRODUCTS MADE?
All of our products are designed in Los Angeles. Our pieces are manufactured in the USA and Turkey. We work with only the most reputable manufacturers who are known industry-wide for their exceptional quality and business practices. Our sourcing process prioritizes quality and craftsmanship and we take pride in the materials and partners we work with.

WHERE CAN I FIND YOUR PRODUCTS?
Our entire collection can be found on our website and selected stores. We also host seasonal PopUps in various cities across the world! To find out if there is a PopUp near you and to stay up to date on the latest products, please sign up for our newsletter by adding your email into the newsletter signup (located in the footer of every page).

HOW DO I CARE FOR MY NEW JACKET?
Some of our products require dry or gentle hand cleaning, and the rest you can wash in cold. We recommend drying them outside by letting them being kissed by the sun.

DO YOU DO CUSTOM DESIGNS?
We actually do! We’ve created dozens of custom crafted designs for specific events, festivals or weddings. Please reach out to hello@gunel.co and share your wonderful dreams with us.

HOW DO GUNEL’s PRODUCTS FIT?
Our loose fit designs are one size fit most.
We work hand-in-hand with our pattern-makers, spending hours fit testing every design. We go above and beyond the standard development process to guarantee a perfect fit in each of our pieces. Most GUNEL products are OVERSIZED & UNISEX. We operate under ONE SIZE FITS MOST which fits sizes from S to L. If you are in love with one of our designs but are concerned about the fitting, we do offer custom designs and sizing. Please contact us for further assistance.


I’M NOT FINDING WHAT I’M LOOKING FOR ON THIS SITE, HOW DO I CONTACT YOU?
You can drop us a line at hello@gunel.co


WHAT CURRENCY ARE YOUR PRICES IN?
All prices are displayed in US dollars (USD).

WHAT FORMS OF PAYMENT DO YOU ACCEPT?
GUNEL accepts all major credit cards as well as PayPal.
Occasionally we have to cancel an order due to processing or payment issues. If we do cancel your order due to suspected fraud or other processing issues, we will contact you to verify the cancellation or obtain the additional necessary information to process the order. We cannot hold merchandise on orders for which we cannot collect payment. If we do not hear from you within 48 hours of reaching out to verify information, we will cancel your order.


WHEN WILL I BE CHARGED FOR MY ORDER?
Your order will be charged as soon as it is processed on our website.

CAN I CANCEL OR MODIFY MY ORDER AFTER IT IS PLACED?
Please double check that all information is accurate on your order before submitting. Once an order is placed, we are unable to guarantee that changes can be made. If you do make a mistake on your order, please reach out to hello@gunel.co right away.

HOW DO I KNOW IF MY ORDER WAS PLACED SUCCESSFULLY?
After your order is placed successfully, you will receive an Order Confirmation to the email associated with the order.

HOW DO I CHECK THE STATUS OF MY ORDER?
For now we don’t provide an automated tracking system, so the best way is to write us an email and we will inform you how much our threaders will take to finish your dress ;)

DO YOU HAVE A ‘SEND AS A GIFT’ OPTION FOR ORDERS?
We do not currently offer Gift options for orders.

DO YOU OFFER PRICE ADJUSTMENTS?
We do not offer price adjustments at this time.


WHEN WILL MY ORDER SHIP?
Orders are typically processed within 5 business days of purchase. Shipping times vary based on destination and shipping method, but we strive to get your next favorite outerwear piece to you within 5-8 business days. International (non-US) orders will take additional time.

WHERE DOES MY ORDER SHIP FROM?
Orders ship from our warehouse in Los Angeles.

HOW WILL I KNOW IF MY ORDER HAS SHIPPED?
You will receive a Shipping Confirmation email!

WHAT IF MY ORDER ARRIVED DAMAGED?
If you receive any damaged items in your shipment, please notify our customer service team right away by contacting hello@gunel.co Damages must be reported within 5 days of receiving the item to be considered for a replacement or refund.

WHAT IF MY PACKAGE IS LOST?
If your package is lost in transit, please reach out to us right away
All shipments delivered to the correct shipping address on order are no longer the responsibility of GUNEL. We cannot be held responsible for lost or stolen packages after delivery.

WHAT IS YOUR RETURN POLICY?
You aren’t totally in love with something from your order? No problem! Our 30 Day Try-On Program means you have 30 days to decide if you want to return your product all together. All returns must be initiated no later than 30 days from the date that your order arrives to you! All items must be unworn/unaltered with all original tags to be eligible for return.
If you are unsure about a style or size, a test run around your home or apartment is cool... a ski trip to try it out is not.

TO START YOUR CUSTOMER RETURN send us an email to hello@gunel.co


WHAT ITEMS ARE ELIGIBLE FOR RETURN?
All Items with original tags that have not been worn, washed, or altered can be returned for a full refund to the original method of payment within 30 days of receiving your order (this excludes final sale items). If you place an order for a product that has a shipping delay, we will not factor this time into the 30 day return period- the clock will start on the day you receive your order.
What items are not eligible for a refund?
Final sale items- online or in a popup location
Free gifts or promotional items sent with purchase
Returns received in damaged/worn condition
Items returned without approval or returned outside the eligibility period

WHAT ITEMS ARE CONSIDERED FINAL SALE?
All SALE Items are considered FINAL SALE and are not eligible for returns or exchange. This includes items purchased during site-wide sales, special Holiday sales, at a PopUp location sale and all sample sales. All merchandise produced as part of a special Collaboration with another brand or person is considered final sale due to the limited quantities and availability of these items. Collaboration items are not eligible for returns or exchange.


HOW LONG WILL IT TAKE FOR MY RETURN TO PROCESS?
Returns typically take 5-8 business days to process, excluding the day it was received. Tracking confirmation of delivery to our warehouse does not mean the return has completed processing. We cannot process refunds or exchanges until the warehouse confirms that the item(s) have completed processing and have been returned in proper condition.
Refunds are applied to the payment method used to place the order.


WHO PAYS FOR SHIPPING CHARGES WHEN RETURNING?
All shipping costs associated with the order will remain your responsibility and will not be eligible for refund.
We highly recommend using a service that provides you with a tracking number. GUNEL is not responsible for any lost packages and lost returns will not be eligible for a refund.

*At GUNEL, we offer a flexible return policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and may refuse to process orders if continued returns are deemed to be excessive. Misuse of our return policy will be determined at our discretion.

HOW DO I START A RETURN?
To start a customer return, please email us.


DO YOU ACCEPT INTERNATIONAL ORDERS?
For most countries, yes we do.

HOW MUCH DOES INTERNATIONAL SHIPPING COST?
International shipping costs are country specific and will be calculated at checkout. International (non-US) customers are responsible for payment of any additional duties, import taxes, and brokerage or customs fees associated with an International shipment. For some countries, in addition to the shipping cost, these fees will be added to the total at checkout and the order will ship DDP (Delivered Duty Paid). For other countries, pre-paid duties and taxes is not available and shipments will be sent on a DDU (Delivered Duty Unpaid) basis. In this case you will be charge the duties and taxes by the shipping provider when your order is delivered. Duties and taxes are nonrefundable


DO YOU SHIP TO P.O. BOXES, APO OR FPO?
We cannot ship to P.O. boxes, APO, or FPO. (Please note that we do not require a signature upon delivery- any additional shipping/delivery features will need to be arranged immediately after your order is placed with our team at hello@gunel.co).


HOW MUCH DOES INTERNATIONAL SHIPPING COST?
International shipping costs are country specific and will be calculated at checkout. International (non-US) customers are responsible for payment of any additional duties, import taxes, and brokerage or customs fees associated with an International shipment. For some countries, in addition to the shipping cost, these fees will be added to the total at checkout and the order will ship DDP (Delivered Duty Paid). For other countries, pre-paid duties and taxes is not available and shipments will be sent on a DDU (Delivered Duty Unpaid) basis. In this case you will be charge the duties and taxes by the shipping provider when your order is delivered. Duties and taxes are nonrefundable. In the event that you make a return or your package is returned to sender or is abandoned, the duties due on the package and any associated fees will be deducted from your refund. At no point can we cover or refund these fees.
All prices are listed in USD. We recommend checking the current exchange rate to get the best idea of what you'll ultimately be charged.
Estimated shipping prices (does not include customs, duties, and taxes):
$ 30 (USD) - Canada
$ 40 (USD) - Belgium, France, Germany, Ireland, Japan (central locales), Lebanon, Netherlands, Singapore, South Korea, Taiwan, United Arab Emirates
$ 45 (USD) - Australia, Denmark, India, Italy, New Zealand (N. Island), Philippines, Sweden, Switzerland, UK, Vietnam
$ 55 (USD) - China, Hong Kong, Norway
$ 70 (USD) - Japan (Northern and Southern locales), Poland, South Africa
$ 75 (USD) - New Zealand (S. Island)

HOW LONG WILL IT TAKE FOR MY RETURN TO PROCESS?
Returns typically take 5-8 business days to process, excluding the day it was received. Tracking confirmation of delivery to our warehouse does not mean the return has completed processing. We cannot process refunds or exchanges until the warehouse confirms that the item(s) have completed processing and have been returned in proper condition.
Refunds are applied to the payment method used to place the order.