All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled. Please contact us as soon as possible and we will process your cancellation and advise you via email of its status.
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- You do not receive them within the guaranteed time (45 days not including 2-5 day processing))
- You receive the wrong item
- You do not want the product you’ve received (but you must return the item at your expense and the item must be unused and within 7 days of receiving)
- We do not accept returns on our lingerie, costumes or other items that touches the most intimate body areas.
- We do not accept returns items deemed as “Clearance”
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside the control of Gothtopia.com (e.g. not cleared by customs, delayed by a natural disaster).
*You can submit refund requests within 14 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.