Our 60-Day Return Policy
Our promise to you
We want you to have a great experience with Giving Gecko and to be 100% happy with your order. We truly value the support of everyone who orders with us and for helping animals too so we want to make sure you're looked after. So if for any reason you want to exchange or return your items we'll be more than happy to help you do this.
60 days to return or exchange your item
We offer a 60-day 100% money back guarantee and you can request a refund or exchange within 60 days after placing an order on our website.
Please note that as our clothing & drinkware products are all hand-made and printed to order we can only offer you the 1st exchange for 'change of mind purchases' (e.g. a different size or color) at no cost but you will need to pay any shipping costs to return the item to us either to USA or Victoria, Australia whichever is more convenient for you.
Any exchanges after this first initial exchange, you will need to pay all costs for the next exchange item to be made and shipped out to you. If the error was our fault however (e.g. printing mistake or damaged) we will send you out a new replacement item at no cost to you. We will just need to see a photo of the product issue which you can send to: firstname.lastname@example.org
Please measure yourself and use our size guides on each product page to help you get the perfect fit each time.
We try to make returns as hassle free as possible for our customers and so they are arranged within 48 hours during business days, depending on the request.
How to begin the return process
All you need to do to begin the return or exchange process is to contact us with your order number, email or full name and with your request.
Just let us know what you need and we'll get this fixed up for you.
If you receive an item that is damaged, not as described or has a printing error please just send us a photo of the issue to email@example.com and we'll make sure you receive a replacement, store credit or full refund.
For more specific information about our return policy rules and guidelines, such as what we do and don't accept for returns, please read below:
For the majority of our products we print all our products on demand so as soon as an order is placed we first pay out of pocket all the costs to have our designs printed for you brand new and shipped out so you receive them as fast as possible.
So if by chance you picked the wrong size or need to exchange an item for any reason, we will cover this initial cost for your 1st exchange as usually this is all it takes to get the right size.
However any exchanges you want after this stage you will need to pay the full cost of a newly printed item plus the full shipping costs to get it delivered to you again.
Please use our size guides on each product page and measure yourself before purchasing to make sure you can get the best size for you or your family and friends.
Cancelling or changing your order
You can change or cancel within 12 hours of placing your order on our website, after this time no more changes can be accepted as we have already begun to print, package and ship your order so we can get them to you as soon as possible.
All you need to do is contact us with your order number or full name and just ask to cancel or change your items. We'll then let you know via email once it's been finalised with a cancellation and refund receipt normally within 24 hours.
If you cancel your order it's immediately refunded our end and you will receive the refunded amount back in your bank account once the banks have processed these returned funds usually within 5-10 business days.
How long do I have to return or exchange an item?
Unlike other stores which only offer 30 day returns we're so confident you'll love our products we offer a generous 60 day returns 100% money back guarantee on all our products under the follow conditions.
Our return policy lasts 60 days.
You have 60 days to contact us to let us know you wish to return or exchange your item(s) and to ship them back to us in their original condition. Just contact us and we'll give you our return address and start the process. For returns to be accepts you will need return the item to our head office in Victoria, Australia or our printing studios in the USA.
If 60 days have gone by since you first placed your order on our website at Giving Gecko, we don't offer refunds or exchanges after this time and we hope you're out enjoying your items!
Can promotional giveaway and sale items be returned?
Yes! As long as the sale item(s) is in it's original condition and falls within our 60 day return policy we accept these items also for a full refund, exchange or store credit for the same amount you originally paid for the item, excluding any shipping costs which will be deducted from the refund.
Promotional, free giveaway items and competition items cannot be returned or exchanged for cash refunds or store credit. You can exchange these items for a different size however but you will need to pay the full cost for a newly sized printed item and the shipping costs to ship it out to you.
To be eligible for a return
Your returned item must be unused and in the same condition that you received it with any accessories you may have received with the item.
If you accidentally entered in the wrong shipping address at the time of your order, unfortunately in these instances we cannot refund these orders as we pay out of pocket to print our designs on demand for you and it is the customers' responsibility to enter in the correct shipping address and contact details when making their order on our website so we can get them to the right person.
If however it was an error on our end, we'll be happy to ship you out a new item at our expense.
Additional non-returnable items:
- Gift cards
- Any item that is returned more than 60 days after date of delivery
- Any item not in it's original condition, is damaged or missing parts for reasons not due to our error
Discount coupons are normally valid for 1 year at time of issue or unless otherwise advised and are non-refundable. They cannot be refunded for any money values. Once a coupon has expired it can no longer be reclaimed.
Lost in transit or not received items
Our customers' satisfaction is our top priority so in the very rare instance you do not receive your order due to any shipping/transit errors by USPS, FedEx or DHL 3rd party couriers (e.g. lost in transit) please first contact us so we can make sure you receive your order and are taken care of.
If however your order tracking shows the item was successfully delivered and you still have not received it, we cannot refund these items as we have to have this policy in place to protect our business against fraudulent parties. However please don't worry, firstly it's unlikely to ever happen but if it does all you need to do is reach out to us and let us know, so we can take care of you and make sure you receive it.
Please also check with local neighbours and your local post office beforehand as normally this is where your package will be. We will also give you the contacts to the shipping USPS, FedEx or DHL couriers if you need so you can lodge a missing parcel request with them to collect your item at a suitable time.
Can I return an item if it was a gift?
Of course! If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received and if it has been a approved, we will notify you by email and issue you store credit. We only offer store credit to gift recipients, we cannot give cash refunds in these instances.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver but please note that he/she will find out about your return.
Who pays the return shipping costs?
You will be responsible for paying for your own shipping costs for returning your item to Giving Gecko. Shipping costs are non-refundable. If you requested an exchange and we received your return, there will be no shipping charge from us to send you back a new exchanged item for the 1st exchanged item. Any item exchanges after this you will need to pay all shipping costs and the cost of printing a new sized item.
Shipping wait times for exchanged items will be the same as any items purchased from our store as outlined in our policy. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Customs Fees and Taxes
Giving Gecko does not pay the cost of any import duties, taxes, charges, and/or Value-Added Taxes (VAT) that may be applied by customs of the destination country. Any customs fees applied are the responsibility of the delivery recipient.
*By placing an order on our website you acknowledge you have read and agree to our return policy.