Returns and Refunds

CHANGED YOUR MIND?
We want you to love your item as much as we do. That’s why, if you’re not completely happy with it, we’ll exchange it or give you a refund, provided that it’s returned to us in its original condition and packaging, unworn, unwashed and with all labels attached.

Please make sure that all clothes like briefs and swimwear are tried on over your own underwear. When trying on bras, avoid make-up or lotions coming into contact with the item. In the interests of hygiene, we may refuse returns where it’s obvious this hasn’t been done.

RETURNS POLICY FOR UK CUSTOMERS
• You can return any item for a refund within 14 days of receiving your original order. Please allow enough time for it to get to us by post.

• The returns form inside your original package provides you with a free postage label. Please complete the form and send it back inside your parcel, using the return postage label.
• You can also exchange your item within 10 days, as long as the new item has the same product code as the original item. If you wish to exchange for a different colour, that’s fine too, as long as the price of both items is exactly the same.
• A freepost return label is not provided with exchanged items.
• You’re only allowed to exchange once per order.
• Your replacement item will be sent to your original delivery address with no additional postage charge.
• If the replacement item is out of stock, we will issue a refund.
• If you wish to order a different item, the item you want has a different product code or the item is a different price to the original product, then you’ll need to return the unwanted item for a refund and place a new order.
• You will be refunded the purchase price of your item (including sale stock).
• We try to accept all returned goods, however if you send back an item in an unsuitable condition we may have to return them back to you.
• All returned goods will be inspected, so try not to put them on if you’re wearing make-up.
• All products are your responsibility until they reach our warehouse, so please ensure your parcel is packed up securely. We recommend you obtain a proof of postage. • If you’re returning swimwear, please ensure the hygiene strip remains intact.
• If you are returning hosiery, please ensure the package remains unopened and undamaged.
• You will be sent an email to confirm your item has been received and processed.
• Gift cards and vouchers are non-refundable and cannot be exchanged for cash.
• Lost your returns form? Don’t sweat it. Just contact us and we’ll send you a new one..

RETURNS POLICY FOR INTERNATIONAL CUSTOMERS
If you are not completely happy with your item, don’t worry! You can return it.

• You can return any item for a refund within 14 days of receiving your original order. Please allow enough time for it to get to us by post.
• Please complete the returns forms inside your parcel and send it back to us along with your unwanted item.
• If you want to order a different product, size or colour, please send back your unwanted item for a refund and place a new order.
• You will be refunded the purchase price of your item (including sale stock).
• We try to accept all returned goods, however if you send back an item in an unsuitable condition we may have to return them back to you.
• All returned goods will be inspected, so try not to put them on if you’re wearing make-up.
• All products are your responsibility until they reach our warehouse, so please ensure your parcel is packed up securely.
• Depending on the postage options in your country you will be responsible for the cost of returning the item.
• If you are returning swimwear, please ensure that the hygiene strip remains intact.
• If you are returning hosiery, please ensure the package remains unopened and undamaged.
• You will be sent an email to confirm your item has been received and processed.
• Gift cards and vouchers are non-refundable and cannot be exchanged for cash.
• Lost your Returns Form? No problem please contact us.

RETURN OF FAULTY ITEMS
• If you feel we have sent you an item which is faulty, please get in touch with us at info@gonzoo.me (attach photo or vidio, order number). We may ask you to return the item for inspection so we can fully investigate the fault before agreeing a resolution.
Only goods bought through this website may be returned to us.