How can we help?

What is Ship-To-Store?

GU's In-store Pick-Up service allows customers to place online orders and pick them up at the GU store. This service provides convenience and peace of mind, as customers can choose a time to pick up their orders without worrying about missing a home delivery.

How does it work?
For In-Store Pick-Up Orders:
1. Go to gu-global.com and add your favorite items to your cart.
2. Select "Pick Up In Store" option at checkout.

How much does it cost? 
Ship-To-Store is FREE. No shipping fee on Ship-To-Store orders.

Why is the store that I want to select for In-Store Pick-Up not showing up at checkout?
The GU store location may be temporarily unavailable due to high demand or limited storage space.

Will I be notified when my order arrives in store?
Yes, you will receive an email notification once your order arrives in the store and is prepared for pick-up

What should I bring to pick-up my order?  
When you arrive at the store, please speak to a store associate to help you pick up your order. Please bring the following for pick up procedure:
- Ready for Pick Up Email
- A Photo ID


 Can I extend my pick-up time?
Yes, if you need more time to pick up your order, you can request a one-time extension (subject to store availability) if your order is within the pickup time frame.
To request an extension, please contact us and one of our agents will be happy to assist you.
Please have your order number ready when you contact us. Depending on the date of contact, we may be unable to extend your order.
Please note that the refund can take up to 10 days to be processed.

How long do I have to pick-up my order from the store? 
 Once your order arrives at the GU store, you will receive an email notification that your order is ready for pick up. You will have 14 calendar days to retrieve your package from the store. On the 12th day, we will send you a reminder email to pick up your order.
If you cannot pick up your order within the given timeframe, your order will be processed for a refund. Please note that the refund can take up to 10 days to be processed.

Can I cancel my In-Store Pick-Up order? 
Once your order is placed, we do our best to prepare it for shipment immediately. After you select "Place Order", we are systematically unable to cancel or modify your order. We apologize for any inconvenience this may cause.
Alternatively, after 14 calendar days, the store team will process the return. All refunds will be returned to the original form of payment. Please note that the refund can take up to 10 days to be processed.

I never received confirmation that my order was ready for pick-up.
No need to worry! It can take 7 business days for the items to be delivered to the store and an additional 2 days for the store associates to process your order. If it's been more than 10 business days since your order was placed, please contact us and one of our agents will be more than happy to further assist you!

I did not pick-up my order, but I have not received a refund yet. 
Once the order is delivered to the store, if you do not pick up your order within 14 calendar days, your order will be returned to our warehouse for a refund to be processed back to your original payment method. Note that this can take up to 10 days.