FAQ
Orders
| Where Is My Order Confirmation? |
| After your order is placed, you will receive an email confirmation. If you do not receive it, fill in the ‘Contact Us’ form and we will resend the email. You can also check your order status by signing into your account on our website. |
| Can I Cancel my Order? |
| Before you place your order, you can view the contents and the total amount in your shopping cart. Once your order is confirmed, it cannot be modified. To check the status of an order, check the Order Details page. |
| Will You Restock Sold Out Items? |
| Our products sells quickly and we generally do not restock them due to the limited quantity. However, you may subscribe to the product's back in stock notification and if they are back in stock, you will be notified immediately. |
| How Do I Use My Discount Code? |
| Upon checkout, you will be asked to enter a discount code. After your discount code goes through, the total amount will automatically be deducted. |
Shipping
| How Long Do International Shipment Take? |
| Express delivery will take 1-2 days, while Regular delivery takes 3-4 days. |
| What are your Shipping Costs and Delivery Times? |
| We ship every Monday through Friday, excluding Indonesia & Singapore's public holidays. Our cut off for shipments is everyday at 12pm. Shipping costs will vary depending on delivery type. You will see all relevant details during checkout. |
| Can I Upgrade My Shipping Method? |
| Please contact us immediately by filling the ‘Contact Us’ form. We generally process orders within 2-4 hours. Once our warehouse has processed your order, we will be unable to make any changes. |
| What Happens If My Order Is Lost During Delivery? |
| Gailbook is not responsible for the risk of item loss after the logistic party processes the delivery. The logistic party will be fully responsible with it, but our team will making sure to prevent such issue to arise. Gailbook is not responsible if the logistic party can't deliver the package in time for the following reasons: incomplete or misspelled address or no recipient at the address. |
Return and Refunds
| What is your return policy? |
| We have a 7-day return policy, which means you have 7 days to request a return after you receive the items. We only accept returns if there is any fault from our team or brands upon you receiving the item, be it a faulty item (item is defective/damaged) or if you receive the wrong item. All shipping fee is non-refundable. You’ll also need to share the unboxing video of the item and your receipt / proof of purchase. Here is the return procedure: 1. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 2. Once you share the airway bill of the returned item to our team, we will issue a store credit of your value of purchase within 5 business days. 3. The store credit will expire in 14 days. |
| Damages and Issues |
| Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and fix the issue. |
| Exceptions / Non-returnable Items |
| Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we also cannot accept returns on sale items or gift cards. |
| Exchanges |
|
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
|
| Refunds |
|
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your store credit within 5 business days. If more than 14 business days have passed since we’ve approved your return, please contact us at hello@gailbook.com.
|