SHIPPING & FAQs

How do I track my order status?

SHIPPING CONFIRMATION is sent to the email address that you have registered in the website upon placing your order. The email contains a tracking link where you could check the status of your order.

You can also contact us directly at support@golonzo.com to check the status of your order.

After an order has been placed, it's immediately sent to one of our four fulfillment centers where we will ship your items within 1-2 business weeks. Below are the expected delivery times.

Please note: Due to the popularity of certain items in our catalog, shipping times may take longer than the estimates below.

 

Will I receive any order confirmation after placing an order?

An order confirmation with order summary will be sent to you through email right after you have placed your order.

We will also send email to keep you updated frequently on your order status.

 

How can I change specification/ delivery address/ recipient for my existing order?

We are trying to ship the items the soonest, so for any changes like:

Change of address or personal information

  • Change of specifications like product, size, color

Feel free to send us a message at support@golonzo.com. Cut off in making changes is 12 hours after the order is placed.

 NOTE: Product, delivery addresses and recipient names can only be changed if the orders have not been shipped out yet. Once shipped, we can no longer change the invoices since these are already printed and orders have already been handed over to our third-party couriers.

 

Can I make changes to my existing order?I've put a wrong shipping address and/or picked a wrong size/variant! Can I change it?

Buyers are allowed to make changes to orders placed, within 12 hours of making their purchases and before the orders are fulfilled. Additional charges may be incurred by the buyers for any changes made to the orders after 12 hours of making their purchases.

However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it. Contact us anyway, we still care, and we'll try to make it right for you. We know how frustrating it can be to pay for something you can't use.

 

How can I cancel my order?

Buyers are not allowed to cancel their purchases after the orders are placed or shipped. Unless specific reason. 

Note: We do not accept reason such as.. ("I've bought the wrong item"), ("I've found it cheaper elsewhere"), ("I've changed my mind and decided not to get this"), ("I wanted to give as a gift but I've found out my friend actually already gotten one"), ("I've bought this by accident") or other similar reasons.

 

I received an incomplete order, what should I do?

Please notify us immediately at support@golonzo.com so we can assist you promptly.

If what missing from your order is a gift/ bonus, we will push to deliver it to you soon.

If what missing from your order is a part of a product or an item, we will need you to send us the photo of: 

  • The package notice attached to the packaging of the parcel – a piece of paper showing the delivery details
  • The product packaging showing the product

 

I received the wrong item, what should I do?

If the item you received is not what you originally ordered, we are happy to replace the item for you. Please notify us immediately at support@golonzo.com so we can assist you promptly. We will need you to send us a photo of the item you received.

 

I received a damaged/ defective item, what should I do?

If the item you received is damaged/defective, we are happy to send you a replacement. Please notify us immediately at support@golonzo.com. 

We will also need you to send us a photo/video of the item you received.

 

How much does it cost for shipping fee? 

Golonzo offers flat rate shipping fee of $4.95 worldwide and free shipping on order over $75

All our items are shipped out separately unless you buy two or more of the same things.

$4.95 - 100% Secured Shipping & Handling via USPS/EMS if you buy items under $75.00

FREE SHIPPING! - 100% Secured Shipping & Handling via USPS/EMS if you buy items at $75.00 and up

 

When will I receive my order?

We process your orders right after you have successfully placed your order. You can expect to receive your order within 1-6 weeks from the date of purchase(to be safe). Most customers usually receive their orders within 2-3 weeks. 

If your order hasn’t arrived in the estimated delivery times, please contact our support team at support@golonzo.com

If your order hasn't arrived within 90 days of the date of original purchase, contact our support team for replacement of a full refund on your purchase.

(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).

*Our courier service is unable to provide scheduling of deliveries; therefore we cannot guarantee delivery of your order for a specific time or date. Yet you can be assured we are working closely with our service partners to allow us to better serve you in the future.

IMPORTANT: We are not responsible if a package is not delivered because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after purchase. Costs to reship the package will be invoiced to the customer.



Do you deliver products internationally?

Golonzo successfully ships A LOT of apparel worldwide each day. We have many happy customers in every corner around the world!

Occasionally, we may have to cancel an order we are unable to send out due to prohibitive shipping to some areas of the world, but we always try to ensure our apparel is available to everyone.

 

Why was I charged $X.XX and $XX.XX appeard in Paypal or on my invoice?

This is due to the website charging in USD. PLEASE NOTE: While the prices may display in your local currency you will be charged in USD.

 

I've placed an order with multiple items recently, can I combine them into one package?

Since we have 4 different warehouses, we don't have all our products in one place, so when you order multiple items at a time, each item will be shipped separately. So you'll probably receive one item before the next. Don't panic if you don't receive all of your items at once… Rest assured, they will get to you.

 

How secure is my personal information?

Golonzo adheres to highest industry standards to protect your personal information.

Your credit card information and personal details are encrypted during transmission using SSL (Secure Sockets Layer technology), which is widely used on the internet for processing payments.

Your credit card information is only used to complete the requested transaction and is not subsequently stored.

 

What is Golonzo's Return & Refunds policy?

Our replacement policy allows for item(s) your choice of a refund or replacement item(s). However, we do have a few simple requirements for processing a return.

OUR 30-DAY EXCHANGE OR REFUND GUARANTEE

Golonzo guarantees that any item bought from us can be refunded or replaced with a 30-day, post-purchase money back guarantee. T&C below applies.

 

ACCEPTABLE RETURN/REFUND REASONS

Your return/refund/replacement can only be approved based on the following reasons:

Reasons

Description

Objective reasons 

Damaged

The product is damaged in delivery (Only for the insurance buyer)

 

Defective

The product does not function as described in its manufacturer specification

 

Incorrect/wrong item

Not the product the customer ordered (e.g. wrong size or wrong color)

 

Missing items/parts

Missing items/parts as indicated in the packaging

 

Does not fit*

Receives the size that was ordered but it does not fit*

 

Website error

The product does not match website specifications, description, or image (this issue is attributable to a website error/misinformation)

 

Process for returning an item:

  1. Make sure it meets the criteria for a valid return. 
  2. Send us a message at support@golonzo.com indicating the intent to return the item. Please include the following in the email:
    1. Photo/Video of the item
    2. The problem details

We will send a response to assist you in processing the return of the purchased item. 

 

RETURNS AFTER 30 DAYS

Your item may not be returned after 30 calendar days based on the 30-DAY EXCHANGE OR REFUND GUARANTEE

 

 

TIME FRAME FOR THE QUALITY EVALUATION PROCESS

After we receive your package at our warehouse, the quality evaluation process will be completed within 48 to 72 hours but may be extended. Please be informed that for certain products, this process may take more time.

 

TIME FRAME TO RECEIVE YOUR REPLACEMENT/REFUND

Replacement option: once the item has undergone the quality evaluation process, expect to receive the item within 2-4 weeks from the date we receive the tracking information of the returned item.

Refund option: customers who have requested for refund can expect to receive it within the following time frames:

Payment Method (at the time of purchase)

Refund Option

Refund Lead Time (to see the amount on your bank statement)

Credit card / Debit Card

Credit / Debit Reversal

 

Paypal

Paypal reversal (if Paypal balance)

5-7 business days

Credit reversal ( if Paypal is linked to a credit card)

5 to 15 banking days 
Note: The amount may be reflected in your next billing cycle

Debit reversal ( if Paypal is linked to a debit card)

5 to 45 banking days(Depending on your issuing bank)
Note: The amount may be reflected in your next billing cycle

 

Are there any additional fees I need to pay?

At Golonzo, fees reflected on check out are the only fees that would be collected upon placing your order. However, for items that would be sent across borders, your country may charge you with duty or taxes fees. Do check your government’s policy on the items bought from abroad before placing the order.

 

*Please be guided that Golonzo will not be held liable to any loss of items from the mailbox after the shipment has been declared delivered. Except the customer bought the Route Insurance*

 

Package Protection Insurance

Golonzo is proud to partner with Route, the leader in package protection and tracking solutions.

By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

* Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.

Package Protection

Q: What is Route+?
A: Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

Q: What if my order never arrives or is stolen?
A: To protect your order against loss or theft, add Route+ package protection at
checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Q: What if my order is damaged?
A: To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at Golonzo and we will be happy to work with you to remedy the situation.

Q: What do I get when I insure my order with Route+?
A: Route+ is premium package protection for your online orders. When you add
Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Q: How do I file a claim for my lost, stolen or damaged order?
A: If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/ .

Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

Q: Does Route+ cover stolen items?
A: Yes! When you insure your orders with Route+, stolen items are eligible for
reorders or refunds.

Q: Is Route a licensed insurance company?
A: Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.