Refund policy
Website Orders
Important Note: By placing an order with Gallemar, you confirm that you have reviewed and accepted this Return & Refund Policy in its entirety. All purchases are subject to the terms, conditions, limitations, fees, deductions, and exclusions described below, as permitted by applicable law.
We have a 14-day return policy for "Website" orders, which means you have 14 days after receiving your item to request a return (not eligible for Gallemar Personal Shopping Orders, for more information, please refer to the dedicated section at the bottom of this page.)
Once your return request is approved and a return label is issued, the item must be handed to the carrier within 5 days. Please note, all returns must be shipped within 14 days of delivery, whichever comes first. Returns shipped after the allowed timeframe will not be accepted. In such cases, the item may be returned to the sender without refund and customer’s expense. If the shipment remains unclaimed or unresolved in our warehouse for more than 30 days, the item may be disposed of without further notice. Gallemar will not be held responsible for any loss, delay, or damage caused by the carrier for returns shipped after the return window has expired.
Any product held, rejected, delayed, or abandoned at customs or carrier branch due to unpaid duties, taxes, or missing documentation etc is the sole responsibility of the customer. If a shipment remains held at customs or carrier branch for more than five (5) days without action, the original delivery date will be deemed the date of entry into customs or carrier branch. Items that are not collected or cleared will not be eligible for a refund.
IMPORTANT: Please note that if a return request is not due to an error on our part as the seller, Gallemar reserves the right to apply a restocking fee up to 25% of the purchase price. Where such fee is restricted or prohibited by applicable law, Gallemar reserves the right to deduct any actual non-recoverable costs incurred in fulfilling and processing the order, including outbound shipping, return shipping, duties, taxes, insurance, and other logistics-related expenses, where permitted by applicable law. Any promotional free shipping offered to the customer does not affect Gallemar's right to recover actual shipping and logistics costs incurred in connection with the order.
Gallemar Approved Products
“Gallemar Approved” refers to a curated selection of customer returns and open-box items that have been carefully inspected by our team. These products are fully functional and approved for resale, however they may show minor cosmetic imperfections, packaging wear, or may not include certain non-essential accessories. All such conditions are reflected in the product’s pricing, offering a more accessible entry into our curated selection.
Due to the nature of these items, all Gallemar Approved products are considered final sale and are not eligible for return or refund under any circumstance.
Return Conditions
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Returns that do not meet these conditions will be declined.
To start a return, you need to submit a return request by logging in your account and follow the instructions. If your return request is accepted, our team will provide a return shipping label as well as instructions on how and where to send your package. Please note that returns will need to be sent to the the address on your return shipping label. Items sent back to us without first requesting a return will not be accepted.
If you have questions about our return policy and conditions, you can check our detailed FAQ. You can always contact Gallemar Client Care for any return related questions.
Missing Products, Damages and Issues
If you believe your package has not been delivered or is missing, customers are required to contact Gallemar Client Care directly before initiating a chargeback, payment dispute, or claim with your bank, card issuer, or payment provider. This allows us the opportunity to investigate the matter with the carrier and assist in locating the shipment.
Customers are required to cooperate with any reasonable investigation, including providing information requested by Gallemar or the carrier. Failure to do so may affect our ability to process the claim.
Claims for missing packages must be reported to Gallemar within 5 days of the delivery confirmation email or carrier delivery notification. Claims submitted after this period may not be accepted, as carriers may no longer allow us to investigate or file a claim on the customer's behalf.
Please note that a package marked as delivered by the carrier is not automatically considered lost. Gallemar reserves the right to request additional time and information to investigate the delivery before any resolution is provided.
For claims of defective or damaged items, we require clear photographs of the product and its packaging before we can proceed with your request. This documentation allows us to contact the supplier or carrier and file a claim within their deadlines. Please inspect your order upon reception and contact us immediately no later than 48 hours after delivery if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
It is the customer’s responsibility to check the condition of the parcel upon receipt and report any visible issues to the carrier immediately. Claims made after 48 hours period may not be accepted, as carriers and suppliers will not process delayed reports.
Exchanges
While we do not offer exchanges for online orders, we suggest you to place a new order and return unwanted items to us to be eligible for a full refund. You can check our detailed FAQ and can get in touch with Gallemar Client Care if you have further questions.
European Union 14 Day Cooling off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. To cancel the order, please note that the order must not have been shipped yet. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process the refund. If more than 15 business days have passed since we have approved your return, please contact Gallemar Client Care.
Important Note
If you have questions or need further assistance regarding your return and refund, please feel free to contact Gallemar Client Care. We also encourage you to visit our FAQ page for additional information.
Gallemar Personal Shopping — Return Policy
Due to the bespoke nature of the Gallemar Personal Shopping service, all sales are final and returns or exchanges are not accepted under any circumstance.
Each item is sourced specifically at the client’s request, often from exclusive or limited-availability boutiques. As such, we are unable to accommodate cancellations, refunds, or changes once an order has been confirmed and processed.
If you believe the item you received is faulty or not as expected, Gallemar may assist in directing customers to the original retailer or manufacturer where applicable, but does not provide independent warranties. Gallemar is not affiliated with any of the brands we source from and does not offer product guarantees beyond the original retailer’s or manufacturer’s policies.