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Order Issues

Introduction

Are you experiencing a problem with your order? Whether it's payment, shipping, or returns, please review the sections below for detailed guidance. If your issue isn't covered here, feel free to contact us via email or our contact page.

1. Payment Problems

  • Payment Declined
    • Double-check that your card number, expiration date, and CVV are entered correctly.
    • If you're paying with a foreign card, ensure your bank/card issuer has approved international transactions.
    • Try using a different payment method or card.
    • If the issue persists, email us at guse@g-use.com with your order number and a description of the error message.
  • Overcharged or Duplicate Charge
    • Log into your payment provider (bank, PayPal, etc.) to confirm the transaction details.
    • It can take up to 5 business days for banks to reverse duplicate charges.
    • If you still see an incorrect charge after 5 business days, contact guse@g-use.com with a screenshot of your statement.
  • Unable to Apply Discount Code
    • Verify that the code is entered exactly as shown (no extra spaces, correct capitalization).
    • Check the code's expiration date and any product/category restrictions.
    • If everything seems correct but the code still won't work, send us a screenshot of the error to guse@g-use.com .

2. Shipping Delays/Missing Packages

  • Track Your Order
    • After your order ships, you'll receive a tracking number via email.
    • Use that tracking number on the carrier's website (eg, DHL, FedEx, UPS) to check real-time status.
  • Standard Transit Time
    • Domestic (within the US): 3–7 business days.
    • International (from South Korea): 7–14 business days, depending on customs clearance.
    • During peak seasons or holidays, delivery may take longer than usual.
  • Package Status “In Transit” for Too Long
    • First, check the carrier's tracking page to see if there are any service alerts or customs holds.
    • If there's no update for more than 10 business days, email us at guse@g-use.com with your order number and tracking number. We'll open an investigation with the carrier.
  • Package Marked “Delivered” but You Didn’t Receive It
    • Check with neighbors or your building's front desk/mailroom—sometimes carriers leave packages nearby.
    • Contact the carrier directly to confirm the exact drop-off location.
    • If you still can't locate it, notify us at guse@g-use.com . Please include any relevant photos (eg, front porch, mailbox) so we can file a claim.

3. Missing or Incorrect Items

  • Received Wrong Item or Missing Product
    • Inspect your package carefully and compare it to your original order confirmation email.
    • If an item is missing or incorrect, take clear photos of the items you did receive and the packing slip.
    • Email those photos to guse@g-use.com along with your order number. We will ship the correct item at no extra cost.
  • Damaged or Defective Merchandise
    • If a product arrives damaged or defective, please take photos showing the damage from multiple angles.
    • Email the photos and your order number to guse@g-use.com within 7 days of delivery.
    • We'll review your claim and send a replacement or offer a refund, depending on stock availability.

4. Cancellations & Modifications

  • Canceling an Order Before Shipment
    • You can cancel or modify your order within 2 hours of placement, provided it has not yet been processed for shipping.
    • To request cancellation or changes (size, color, quantity), email us immediately at guse@g-use.com with “Order Cancellation” in the subject line and include your order number.
    • If the order has already shipped, you'll need to process a return once you receive it (see Section 5 below).
  • Changing Shipping Address
    • Once an order is marked “Processing,” you cannot change the shipping address.
    • If your order is still in “Pending” status, email guse@g-use.com right away with the updated address.
    • We cannot guarantee address changes after 2 hours post-order placement.

5. Returns & Exchanges

  • Return Eligibility
    • Returns are accepted within 14 days of delivery, provided the item is unworn, unwashed, and still has all original tags attached.
    • Sale items and final-sale items are not eligible for return or exchange unless they arrive damaged or defective.
  • How to Initiate a Return or Exchange
    1. Email guse@g-use.com with “Return Request” or “Exchange Request” in the subject line.
    2. Include your order number, the item(s) you wish to return or exchange, and the reason.
    3. We will respond within 1–2 business days with instructions and a return shipping label (domestic US orders only).
      • For international returns, you are responsible for return shipping costs.
  • Return Shipping Process
    • Pack the item securely in its original packaging, including all tags and accessories.
    • Affix the prepaid shipping label to the outside of the package.
    • Drop the package off at the designated carrier location.
    • Once we receive and inspect your return, we will issue a refund (minus original shipping costs) within 5–7 business days.
    • If you're exchanging, we'll ship the new item as soon as we confirm stock availability; You'll receive a new tracking number via email.
  • Refund Timeline
    • Refunds are processed to the original payment method.
    • It may take 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer.

6. Still Have Questions?

If your issue isn't covered above or you need further assistance, please click the button below to contact us directly. Our support team is available Monday–Friday, 9 AM–6 PM (PST), and we aim to respond within 24 hours.

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