Customer Care – GUZUNDSTRAUS – Festive Vibe & Feminine Culture

Customer Care by GUZUNDSTRAUS

PAYMENTS

Credit Card

We accept Visa, Mastercard, American Express, Discover, and JCB. Note, cards issued by local banks which do not carry one of these logos will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.

Paypal

Use any payment method on the growing list of ways to fund a PayPal account in your country. Once you have funded your PayPal account, you can use our single-click PayPal express feature to speed through checkout.

PayPal - Buy Now Pay Later

Installments with PayPal - Buy Now Pay Later is a service that allows you to make purchases now and pay for them over time. To learn more, visit Paypal.com.

Klarna

4 interest-free installments allow you to split purchases into 4 payments automatically charged to your favorite debit or credit card every 2 weeks. Installments by Klarna is available on select US orders from $35 - $4,000. There is no interest, and no catch. It’s that easy.

Gift Certificates

Of course, you can also use a gift certificate / gift code. Each gift certificate carries a gift code you can easily enter when completing checkout. They NEVER expire and may be combined with promotions and rebates.

Orders may be subject to payment verification on GUZUNDSTRAUS website. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal. For any order questions - feel free contact your personal assistant in the live chat or by email support@guzundstraus.com

While you can choose your local currency with the currency selector at the top of the GUZUNDSTRAUS website, all items are priced and charged in US dollars at checkout. We recommend contacting your bank to find out their current currency exchange rate and their currency policy.

As you proceed through checkout and confirm your shipping details, any applicable taxes will be calculated on the total merchandise value. The tax amount will be shown on the review page before you submit your order as well as on the summary page that you see once the order is complete.

Ordering

To view the status of pending orders, you can visit the order history page while signed in to your account. Your orders will be itemized by number and you can view the details and status of each order by clicking on the related order number. Already Have An Account? Sign in

Unfortunately, we are not able to change out the items in an order once the order has been placed. We can however cancel an order at any point before it ships out. You can then place a new order for the correct product. To cancel an item you can LOG IN to your Order history and click the cancel button, or contact our customer service team with your request.

Pre-orders are orders for items that are not in stock currently but that are expected to be available for purchase at a later date. The estimated arrival date for the item will be displayed on the product page. If you submit a pre-order, the item will be reserved for you and mailed out to you as soon as the shipment reaches our warehouse. You will not be billed for the item until it ships. We will send you an email when the item arrives as well as when the item ships out.

Sizing & Fitting

You can click on "view size guide" next to the product size on any item's page to view detailed size information for that specific product as well as a size conversion chart.

For special service and fit advice - you can contact Your Personal Assistant in the Live Chat

We'll try our best to get you what you want. To be notified if a sold out item becomes available again, click "Notify Me" on the item's page and fill out our request form. Please allow 5-10 days for us to get back to you.

For special order requests, you can reach Your Personal Stylist in the Live Chat.

Shipping & Returns Policy

GUZUNDSTRAUS offers Free Shipping for Orders Over $99.

Free Shipping takes around 7-10 business days (excluding the order processing time 1-3 business days).

GUZUNDSTRAUS also offers Express Shipping (6-8 business days) and High Priority Shipping (4-6 business days). Please note, the shipping terms are excluding the order processing time 1-3 business days.

As our carriers are expecting unprecedented volume this holiday season, we suggest you factor in a few additional days to your required arrival date to avoid disappointment due to potential transit delays.

Upon arrival to the destination country, international orders may be subject to duties and taxes billed by the destination country customs department. The recipient must bear any additional charges for customs clearance; we have no control over such charges and cannot predict what they may be.

We respect you and want to save you from useless expenses, so in this way to minimise costs of shipping and custom taxes your order items will be combined in the one package.

Please try your best to maintain items in pristine condition so that we may accept your return and it may be resold to other customers. All items must be returned with their original tags attached.

GUZUNDSTRAUS accepts: undamaged, unharmed, unworn and unwashed products in the original package for return and exchange. Please contact our Customer Service for approving the issue of the product for return/exchange.

Please be careful of makeup rubbing off on the garment. Products with makeup marks won't be accepted.

All purchases must be returned in their original condition (unworn with original tags attached) within 30 days for a full refund or exchange, and we promise to make the process as easy as possible. During the Holiday season (Nov. 1st - Dec 25th), we will accept your return after 30 days so long as it is received by January 10th. For exchanges: please indicate the desired model/size. We recommend you contact Customer Service to place your exchange on hold so it does not sell out while we await your package. Please send an e-mail with the order number, the item, and size you would like on hold.

Swimwear and Lingerie

For sanitary reasons, GUZUNDSTRAUS does not accept unconditional return/exchanges of swimwear and lingerie. However, we are happy to meet you halfway in case of a mistake of our part and provide you with a gift certificate. Please contact Your Personal Stylist in the live Chat or reach our Customer Service by email.

Accessories

GUZUNDSTRAUS does not accept the returns and exchanges of some accessories due to the small amount of the product. In case of a mistake of our part and provide you with a gift certificate. Please contact Your Personal Stylist in the Live Chat or reach our Customer Service by email.

On Sale

A small number of items may be marked ON SALE, (discount over 25%) in which case they are not eligible for refund, exchange, or store credit.

Contact Your Personal Stylist in the Live Chat or Customer Service and provide the Order ID to start the Return/Exchange Processing. We promise to make this process as easy as possible.

All shipments from customers to the company should have our approved mailing label. You will receive your shipment mailing label by email once the return/exchange was confirmed by Company. Please note, DO NOT ship back to the address of the waybill.

Due to the Company Policy, all responsibility for the returning goods belonged to the customer, as well as the financial side of return shipping.

From the moment we receive the goods back, we will conduct an inspection to verify the reported problems and check if it meets our Return/Exchange Conditions Policy. If confirmed, you will receive a message by email and the refund or exchange process will be initiated.

GUZUNDSTRAUS cares about Product Quality the most and In case of a confirmed quality problem of our product from GUZUNDSTRAUS.COM site, we will provide a full or partial refund, and in return we will provide the same or another product of the same price category absolutely free of charge. Please free to contact our Customer Service and note Quality Problems.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact our Customer Service.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.