Refund policy

Effective Date: January 16, 2026

At GUOCALI, we want you to be completely satisfied with your purchase. This Returns & Refund Policy is designed to be transparent, fair, and fully compliant with European Union consumer protection laws.

1. 30-Day Return Window

You may request a return within 30 days from the date of delivery.

This return window includes and extends the 14-day statutory right of withdrawal granted under EU consumer law.

2. Return Conditions

To be eligible for a return, items must be:

Unworn, unused, and in original condition
With all original tags attached
Returned in original packaging
Accompanied by proof of purchase

3. Non-Returnable Items

The following items are not eligible for return:

Hygiene Items: Underwear, lingerie, and swimwear once opened or with broken hygiene seals
Customized Products: Made-to-measure or personalized items
Hazardous Goods: Flammable liquids, gases, or regulated materials
Gift Cards: Non-refundable

4. How to Return Your Order

Log in to your Guocali account
Navigate to Order History
Find your order and click “Return Item”
Select the item(s) you would like to return
Choose your return reason
Submit your return request

What happens next:

You will receive a confirmation email with a Return Merchant Authorization (RMA) and instructions within 24 hours
Pack your item securely in its original packaging
Ship the item back using a trackable service to the return address provided in your RMA email

Important: Returns sent without an RMA number will not be accepted.

5. Return Address

For transparency, approved returns are processed through our Paris returns center:

GUOCALI – Returns Department
66 Avenue des Champs-Élysées
75008 Paris
France

Depending on the product and destination, an alternative authorized return address may be provided in your RMA email.

6. Return Shipping Costs

Customers are responsible for return shipping costs. We strongly recommend using a trackable shipping service, as GUOCALI cannot be held responsible for lost return packages.

7. Restocking Fee

A 7% restocking fee applies to eligible returns. This fee covers inspection, quality control, and repackaging.

The restocking fee is waived for:

Defective items
Damaged items
Incorrect items shipped by GUOCALI

8. Damaged or Incorrect Items

Please inspect your order immediately upon delivery.

If your item is defective, damaged, or incorrect, contact us at contact@guocali.com within 48 hours of delivery.

You may be required to provide clear photos or videos showing the issue and original packaging to assist with verification and faster resolution.

9. Cancellations & Refused Delivery

Cancellations: Orders cannot be cancelled once processing has begun.

Refused Delivery: If a delivery is refused or not collected within the carrier’s timeframe, the refund will be processed minus original shipping costs and the 7% restocking fee.

10. Exchanges

We do not offer direct exchanges.

Return your original item for a refund
Place a new order for the preferred size or color

11. Refunds & Payment Methods

Approved refunds are issued to the original payment method used at checkout, unless store credit is selected by the customer.

Credit / Debit Cards: 5–10 business days after refund approval
PayPal: Typically 1–5 business days
Store Credit: Issued within 24 hours after return approval and applied to your Guocali account

Store credit may be offered or selected as an alternative refund method. Store credit is non-transferable and does not expire.

For EU customers exercising the right of withdrawal, refunds are issued within 14 days of receiving the returned goods or proof of return, in accordance with EU consumer protection law.

Contact & Support

Email: contact@guocali.com
Phone: +33 9 55 73 41 49
Address: 66 Avenue des Champs-Élysées, 75008 Paris, France
Hours:
- Monday–Friday: 09:00–19:00 CET
- Saturday: 10:00–17:00 CET
- Closed Sundays and public holidays