The Return Service is available for the damaged items due to the logistics. Please, prepare the following documents for claim:

1. Picture of the box (inside and outside) and package.
2. Airway bill, invoice, open cover insurance document
3. Notarised Letter from recipient with company letter head and company stamp.
4. Lost letter from courier agents (FedEx, DHL, UPS etc.)

How to get the lost letter from courier?

The consignee has to take photos of every side of the box and contact the courier immediately, they will start investigation. Once the investigation process completed they will issue lost letter to you for claim process. Further documents would require (police report and trace report) depend on underwriter’s decision. Claim process normally takes 1 – 2 months to be approved depends on required document.

How long are the coverage days?

All items sold on Goldgega are coverage of return policy that due to the logistic for 7 calendar days. Countdown starts from the date you received the item.

Does my product have a manufacturer’s warranty?

You can check product warranty through Warranty card inside your package and under tab Specifications on product page.

Where can I print return label?

We will send the return label through email, once the information has been confirmed. The label must be placed clearly on the box.

How do I pack my item?

Use additional packaging material such as padded envelopes, bubble wrap, paper, foam pad, making sure movement of merchandise is restricted. Mark tracking number, shipper, and recipient information outside the smaller box. Make sure to double box the shipments into a larger courier box to minimise the chance for thieves to open your package. Please seal the box with clear or non-descriptive tape in addition to adhesive on flap.

Do I have a shipping fee?

You will be in charge of shipping fee that incur for this process. Once we receive the merchandise, we will refund to your account.

Where to drop of the pack item?

Once the box is packed and sealed, please contact your local 3-party-logistics-providers to drop off. We would prefer to drop off at your local UPS office for faster process.

How do I track return status?

You can track the status via the logistics website by using the ‘Airway bill’.

When will I get my money back?

After the return product has reached the company and refund process has confirmed.  For your convenience, we offer different refund options for you to choose form, basing on your payment method at the time of purchase. We will update you via email once your refund has been initiated. You will be able to see the credited amount on your statement as per the lead time listed for each refund channel:

What is Store Credit?

Store credit is a refund that is worth equally to the value of product you ordered. You can use the store credit like a voucher code to purchase any item. Store credit can only be used for one-time purchase and is valid for 1 year.

How do I use store credit?

If you have been issued store credit, you will have received a voucher number.

Please enter this voucher number in the voucher code box and click "Use voucher" during checkout. A corresponding deduction will be applied to your total amount.