What is your Exchange & Return policy for online orders?
ONLINE EXCHANGE POLICY
All items purchased online at GU can be exchanged within 30 days from the shipment date.
To Exchange: Please return the unwanted product(s) to our warehouse and place a new order.
- Exchanges will only be accepted for the same product in a different color or size.
- Products being returned to our warehouse must be unwashed, unworn and with all tags attached.
You will be charged a $7 return fee (plus applicable taxes in select states) on the original order, but you will not be charged for shipping on the Exchange order.
A temporary hold will be placed on the credit card on file equal to the cost of the new item(s). The hold will fall off once warehouse receives your item. Should you choose to keep both the original item plus the new exchange item, you will be charged for both.
The only available payment method for our Exchange Application is a credit card.
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FOR INSTRUCTIONS ON HOW TO PROCESS AN EXCHANGE for ONLINE ORDERS please click here.
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ONLINE RETURN POLICY
Items must be returned within 30 days of purchase date. All items must be unworn, unwashed with all tags attached.
We cannot issue refunds or returns for online orders at our GU US store location.
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FOR INSTRUCTIONS ON HOW TO PROCESS A RETURN for ONLINE ORDERS please click here.
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ONLINE RETURN POLICY [KLARNA]
If you need to return part or all of your order, Klarna will issue you with a new statement.
Simply follow GU’s return instructions and make sure items are within GU's return policy.
Make sure to take note of the return tracking number.
Log into your Klarna account, select “Report a Return”, and they’ll pause your statement.
As soon as GU has processed your return, Klarna will send an adjusted invoice.
If you have paid for your order with a card, the refund will be made to the same card.
Returned or canceled orders should first be registered with GU.
Once we have received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return.
With a full return, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app. For other Klarna FAQs click here.
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FEES
- A $7 Return Shipping fee (plus applicable taxes in select states) will be deducted from the refund amount to cover the cost of the return shipping.
This is a one-time fee per order, not per item.
- Please include all return labels along with the items inside your return package.
If the return label for each return application is not included, the refund may not be issued or may be severely delayed.
What if I want to return an item that I already exchanged?
At this time our online system does not allow for item(s) to be returned after they have already been exchanged once. Please reach out to our Customer Service team by using the Contact GU USA button below for further assistance.
Items must still adhere to Exchange/Return policy guidelines.
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