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Refund and Returns Policy

REFUND AND RETURNS POLICY
At Ginkgoods, we take great care in selecting and crafting each item we offer.
If for any reason you are not fully satisfied with your purchase, we are here to help.
This policy outlines the conditions for returns, exchanges, and refunds.

Customers may request a return within 14 days of delivery. If you need to cancel an order before it has been dispatched, please contact us as soon as possible. If the order has not shipped or entered final preparation for a made-to-order item, we will cancel it and issue a refund to the original payment method.

For customers located in the European Union or United Kingdom, where applicable, you may notify us within 14 days of receiving your order that you wish to cancel your purchase without providing a reason. After notifying us, you generally have a further 14 days to send the item back. This section does not apply to custom, personalized, or made-to-order items where an exception is permitted by applicable law.

To be eligible for a return, items must meet the following conditions:

  • The item must be unused and in its original condition
  • The item must be returned in its original packaging
  • All accessories, inserts, and accompanying materials must be included

Returns that do not meet these conditions may not be eligible for a full refund.

Many Ginkgoods products are created using traditional handcrafted techniques.

Due to the artisanal nature of these processes, slight variations in color, texture, shell pattern, or surface finish may occur. These natural variations are not considered defects and are part of the character of handcrafted objects.

The following items are generally not eligible for return:

  • Custom or personalized products
  • Made-to-order items
  • Final sale or clearance items
  • Gift cards

These items are considered final sale unless they arrive damaged or defective.

Unless the item is defective, damaged, or incorrect, return shipping costs are the responsibility of the customer. For change-of-mind returns, original shipping costs are non-refundable unless required by applicable law.

We recommend using a trackable shipping service, as Ginkgoods cannot be responsible for items lost during return transit.

Returned items must be unused and in their original condition.

If a returned item has been used, damaged, is missing accessories, or has been handled beyond what is reasonably necessary to inspect it, we may deduct an amount reflecting the diminished value, up to 20% of the item price where permitted by law.

If you receive an item that is damaged, defective, or incorrect, please contact us as soon as possible, ideally within 48 hours of delivery.

Please include:

  • Your order number
  • Photos of the item
  • Photos of the packaging

Our team will review the case and arrange a replacement, refund, or other appropriate resolution where applicable. This does not limit any rights you may have under applicable consumer law.

To initiate a return, please contact our customer support team and provide:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

Our team will provide return authorization and instructions for returning your item, including the return address where applicable. Please do not send items to an unauthorized address or without return approval, as this may delay or affect processing.

Please do not send items back without contacting us first.

Once your returned item has been received and inspected, we will notify you of the refund approval status.

If approved, the refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.

Original shipping costs are non-refundable, unless the item is defective, damaged, incorrect, or unless a refund is required by applicable law. For EU/UK statutory cancellation returns, we will refund the standard outbound delivery cost where required; paid express or premium shipping upgrades may not be refunded beyond the standard delivery amount.

If a package is returned to us due to:

  • an incorrect shipping address
  • refusal of delivery
  • failure to collect the package

any additional shipping, return shipping, carrier handling fees, customs-related costs, or other reasonable charges may be deducted from the refund amount where permitted by law.

We currently do not offer direct exchanges.

If you wish to receive a different item, please return the original item and place a new order.

If you have not received your refund:

  1. Check your bank account again
  2. Contact your credit card company or payment provider
  3. Processing times may vary depending on the financial institution

If the issue persists, please contact us.

For any questions regarding returns or refunds, please contact our customer support team.

Email: [email protected]

We aim to respond within 1–2 business days.

Need help?
Our support team is always here for you.
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