FAQ
Q - I changed my mind. Can I cancel my order and get a refund?
We do not issue refunds once the order has begun the shipping process, however, if you contact us quickly after making the order we can cancel it and issue you your refund.
Q - What happens if my package is lost?
In the very rare scenario that a package is deemed lost, then the buyer will always be issued a full refund provided that shipping insurance was purchased at checkout. A package is deemed lost if it is not delivered within 60 days. In such case, you must contact us within 30 days so we can reship or refund your order.
Q - Can I exchange a product?
Within 30 days of the purchase, please send us an email at service@gletery.com with your order number, full name and we’ll be happy to help you!
Q - I received a faulty item, now what?
If the item you received is faulty, please follow this process:
Contact our support center by emailing service@gletery.com and give us your order number, your name and address, and the details of the product (quantity, SKU). Please attach a photo of the faulty item to your email. As all items are inspected upon shipment, faulty item claims without a photo attached will not be taken seriously.
Q - How do I apply for a return?
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
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.
You will be responsible for paying for your own shipping costs for returning your item. Damaged items may be returned at the company's expense, at our discretion.
When the teaware arrives broken, please contact us within 3 days of receipt. We will proceed with the refund of the item and shipping cost (if any) after confirmation. But you may also apply for delivering another new item and cover the balance or we will return the balance depending the price of the new item.
Q - Where to return?
To start a return, you can contact us at service@gletery.com. Please note that returns will need to be sent to the Return address.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at service@gletery.com.