Refund policy

Refund, Exchange & Shipping Policy

Refunds & Exchanges

At GONI, all items are produced in limited quantities and often made-to-order. For this reason, outside of defective items, all sales are final.

Please ensure you carefully review product descriptions and size charts before placing your order.

  • We do not offer refunds or exchanges for incorrect sizing, change of mind, or personal preference.

  • Exchanges are not guaranteed and may only be considered at our discretion, subject to stock availability.

  • Once an order is placed, it cannot be cancelled unless stated otherwise under our Pre-Order policy.

If you have questions before purchasing, please contact us at goni@goni-shop.com — we’re happy to help you choose correctly.

Defective or Imperfect Items

We take quality seriously. If your item arrives defective or with a manufacturing fault, please email us within 7 days of delivery with clear photos of the issue.

Depending on the nature of the defect:

  • Minor imperfections that do not affect wearability may be eligible for a partial refund.

  • Significant defects may qualify for a replacement or full refund, subject to stock availability.

Defects do not include natural variations, minor inconsistencies, or issues caused by wear, washing, or misuse.

Pre-Order Items

Some GONI products are sold on a pre-order basis, meaning they are produced after the order window closes.

  • You may request a full refund at any time before the pre-order stage completes production.

  • Once production is complete, all pre-order sales are final.

  • After production, your order will be fulfilled and shipped — refunds or cancellations will no longer be possible.

Please refer to our Pre-Order Tracker for the most up-to-date production and fulfilment information.

We strongly advise checking sizing and product details carefully before placing a pre-order, as changes cannot be made once production has begun.

Shipping & Consolidated Orders

If you place multiple orders and would like them shipped together, please email goni@goni-shop.com with your order numbers. If applicable, we will refund any excess shipping fees after consolidation.

Additional Information

  • Approved refunds (where applicable) will be processed to the original payment method within 5–10 business days.

  • Customers are responsible for return shipping unless the item is confirmed to be defective or an error was made on our end.

  • Return shipping costs will be refunded only for approved defective items once received.

Customs, Duties & Import Taxes

GONI is not responsible for any additional customs charges, import taxes, duties, or fees that may be applied to your order once it reaches your country.

  • All customs fees are the responsibility of the customer.

  • Once your order has been handed over to the shipping courier, it is out of our control.

  • Please ensure you are prepared to pay any applicable customs or additional fees to avoid delivery issues.

If a parcel is refused, unpaid, or returned to us due to customs charges, it will be considered forfeit and no refund will be issued.

Thank you for shopping with GONI.
If you have any questions at all, don’t hesitate to reach out — we’re always here to help 🤝