Cancellation, Return, Exchange and Refund Policy


Cancellation of Orders

You may cancel your order via email up until the time that your order has been shipped. You can reach us at returns@gorongastudio.com. If the order has been processed and shipped you cannot cancel anymore, but have to process it as a return.

Returns

At Goronga Studio we try to provide you with as much information and customer support as possible to help you make an informed decision before purchasing our designs. However, we do understand that sometimes a garment does not fit the way you expected or the fabric is not what you imagined. Therefore, we provide you with a return option. Just remember that you need to contact us before shipping a return, unannounced returns will not be accepted. Contact us at returns@gorongastudio.com so we can provide you with a return label.

We also know that buying clothes online from a new brand can feel unnatural. Most people have concerns about size, fit and quality. To make it easier for our new customers we provide all new customers with ONE FREE RETURN.

For all other returns, a return postage fee of $7.00 (plus applicable taxes) will be deducted from your refund, along with any original shipping charges that Goronga Studio covered.

For ALL returns, refunds and exchanges, products MUST:

  • be new, not washed, worn or damaged.
  • be in the same condition as when we shipped the garment and have all the original tags attached.
  • have a valid receipt / order confirmation email*

*We’re happy to inform you that we have eliminated paper invoices for online orders as part of our commitment to reducing environmental impacts. Your order confirmation email serves as the valid receipt. 

  • Please ensure returned clothing is packaged safely, as we cannot accept damaged returns.
  • Goronga Studio cannot guarantee that we will receive your returned item(s). Therefore, you might want to consider using a trackable shipping service or purchasing shipping insurance, especially on international shipments.

 

Refunds

Like mentioned above, unannounced returns will not be accepted. Send us a friendly email so we can provide you with a return label.

Regular-Priced Merchandise

  • Within 21 days of the delivery date: you can exchange your item or receive a refund to the original method of payment.
  • After these 21 days: Goronga Studio will not accept returns.

Sale and discounted Merchandise

Within 14 days of the delivery date: you can exchange your item, but unfortunately we will not be able to give refunds to original form of payment for sale or discounted items, only store credits.Refunds (if applicable)

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. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at returns@gorongastudio.com.

All customers have ONE FREE RETURN, but after that a return postage fee of $7.00 (plus applicable taxes) will be deducted from your refund, along with any original shipping charges that Goronga Studio covered.

Exchanges

All exchanges must meet the requirements previously listed.

Wrong size:

Goronga Studio will be able to exchange the size of your garment as long as we have it in stock. Unfortunately, we cannot guarantee that it will be in stock at the time of exchange. If the product you want to exchange is out of stock you will receive a refund.

Defective or damaged products:

At Goronga Studio we check every item carefully before shipping it to you! Our hope is that you will receive a product in great shape every time you shop with us! However, if the garment you receive is defective or damaged and you need to exchange it, please send us a friendly email with pictures and a description of the defect or damage to returns@gorongastudio.com and we will take it from there. As a customer you have 2 days/ 48 hours from delivery date to inform us if the product is defective or damaged. The defect might be something we are able to fix, if not we will provide you with a new product if it’s still in stock. Delivery time will vary depending on where you live. If we’re out of stock you will receive a refund.

We can’t guarantee that we will receive your returned item. Therefore, you might want to consider using a trackable shipping service or purchasing shipping insurance, especially on international shipments.

To return your product, mail it to: 
Goronga Studio
75 Queens Wharf Rd #3203
Toronto, ON M5V 0J8
CANADA