We want you to be happy with your purchase. If something isn’t right, please review the policy below and contact us within the stated timeframes so we can help.

1) Exchanges & Order Modifications

Exchanges: We do not offer direct exchanges. If you need a different size or color, please return the item for a refund and place a new order. For defective/incorrect items, we’ll send a free replacement or issue a refund.

Can I change my order after placing it?
Orders cannot be modified once placed due to our quick processing.

Can I cancel my order?
Yes. Orders can be canceled within 3 hours after purchase. After this window, your order moves to production/fulfillment and cannot be changed or canceled. There is no cancellation fee.
To request a cancellation within 3 hours, email support@guteestore.com with the subject: “Cancel Order – [Order #]”.

2) Return & Refund Policy

Return/refund window
You have 30 days after delivery to request a return or refund for most items, including change-of-mind returns when the item is new, unused, and in original packaging with all tags/accessories.
After 30 days, we consider the order accepted and may be unable to provide reimbursement.

Who pays for return shipping?

  • Customer pays return shipping for change-of-mind or size/style preference.
  • We cover reasonable return shipping costs (or provide an alternative resolution) when:
    • the item is defective/damaged on arrival; or
    • the item is incorrect or does not match the description.

When am I eligible for a refund?
We issue a refund when any of the following applies:

  • The product is defective/damaged upon arrival.
  • The wrong item/size/material was sent.
  • The product does not match the description.
  • The item was not delivered within 30 days from dispatch (carrier delays verified).

We do not accept returns/refunds for:

  • Items that have been worn, washed, altered, or are not in resalable condition.
  • Products returned without original tags/packaging.
  • Orders with incorrect/incomplete shipping information provided by the customer.
  • Items explicitly marked “non-returnable” on the product page.
  • Returned items without prior authorization (RMA).

What proof is required?

  • Proof of purchase (order number/receipt).
  • Photos of the defective/damaged or incorrect item(s).
  • Brief description of the issue and, if available, prior email thread.

How do I request a return/refund?
Email support@guteestore.com within 30 days of delivery with the subject: “Refund/Return – [Order #]”.
Attach the required proof (photos, order number, short description).
Our team will review and respond within 2–3 business days with next steps.

3) Return Process

Where do I send returns?
The return address varies by product and location. Do not send any item back without prior confirmation (RMA) — unauthorized returns may be lost and cannot be processed. After approval, we’ll provide the return address and instructions.

How long to process my refund?
Refunds are processed within 7 business days after we receive and inspect your return. Depending on your bank, funds may take an additional 5–7 business days to appear.

Haven’t received your refund?
Check your bank/credit card again → contact your bank/card issuer (processing delays are possible).
If it’s been 15 business days since approval and you still don’t see it, email support@guteestore.com with your order number.

4) Important Notes

  • Return/refund requests must be submitted within 30 days after delivery.
  • Contact customer service first to obtain an RMA before returning any item.
  • Refunds are issued only after approval and inspection of the returned item(s).
  • Outbound shipping fees are non-refundable once the order has been dispatched.
  • If a parcel is returned to sender due to an invalid/incomplete address, we can reship after the address is corrected; reshipment postage ($6.99) applies.
  • Restocking fees: None.

5) Shipping Context (for transparency)

Orders ship from our international facility in Vietnam via YunExpress (line-haul), with USPS final delivery in the U.S.
Typical transit time after dispatch: 7–15 business days (most arrive in 8–12), but customs, weather, or peak seasons may extend timelines.
If tracking shows no updates for 7 business days or your parcel exceeds 20 business days in transit, contact us — we’ll investigate with the carrier.

6) Contact Us

Email: support@guteestore.com
Phone (VN): +84 376 654 996
Support Hours: Mon–Sat, 8:00 AM – 7:00 PM (GMT+7)

Please include your order number in all messages so we can help faster.