Store Policy

RETURN POLICY

All sales are final. However, if you receive damaged goods or the wrong size/item, we are more than happy to help you resolve the issue! Simply email cs@geckohawaii.com with:

1. Your order number (so we can quickly look up the order and respond as soon as possible to resolve the situation.)

2. Your name

3. A brief description of the issue at hand.

4.  A pic of of the issue if possible.

We do reserve the right to cancel and refund any order that is deemed potentially fraudulent by Shopify's payment system.

Note: Legally, there is a 3 day grace period upon receipt of your order to contact us about any potential defects or incorrectly sized items. At Gecko, we actually provide an extra 2 days on top of that grace period (for a total of 5 days upon receipt). 

Once we receive your email, we will connect with you within 24 - 48 hours of the next business day (Monday through Friday). After we connect, we will send you a return slip.

Please note: Defective products are extremely rare, as is receiving the wrong size order -- however, we are only human and we employ real people (not robots) to pack each order -- they actually take the time to sign their name and write "thank you" on your receipt.

However, if you do unfortunately receive a defect or wrong size, please have some empathy for our team -- as we are small, but mighty and caring -- and we understand what a total bummer it is to be excited for something to arrive, only to have it not be as you expected -- so please rest assured that we will totally work with you to resolve the issue. 

All that being said -- we do have store return policies in effect that protect us as much as our amazing customers. If you are returning a wrong size, or defect -- we will send you a return packing slip. We will not pay for the return shipping, however we will refund the return shipping once we receive the product -- as long as the tags are intact -- and items are not washed. We do it this way, because it is easy for scammers to take advantage of us when we pay for shipping off the bat, and early on during our relaunch, we had many people take advantage of returns, where we would pay for shipping and send out a new item -- only to not receive any of the items back. We are start-up in many ways, and lots of that can really hurt the business -- so we appreciate your understanding on this matter!

If you are making an exchange for sizes (IE you bought a large, but it was too small and you would like a 2XL) we are happy to oblige -- as long as the tags remain intact, the item is not washed or damaged. We will not refund the cost of shipping in these instances, only for instances where an item is the wrong item/size or defected.

SHIPPING 

Please allow two days for your order to process. It may take another 1-2 days for your order to be shipped out. You will get a shipping confirmation via email the day your order is packed.

INTERNATIONAL SHIPPING

We ship worldwide! International shipping prices vary by country and the weight of your order. For international orders that have been in-transit for over 20 days, please reach out to your local customs office to see if the package is available for pickup or has otherwise been held up due to customs fees.

CUSTOMS

We are not responsible for any customs fees that may incur with international orders. The customer is entirely responsible for any and all fees set by the customs office of their country. Should an international order be sent back to us due to lack of claim we will contact you to arrange a reship or credit to the website. As mentioned in our return policy, we do not offer refunds, returns, or exchanges.

TRACKING

At times the courier will not scan the package immediately. Once you have been notified about your package's departure, please allow tracking information 48 hours to update once notified.

Once your order has left our facility we no longer have any contact or control over it and you will need to get into contact with the courier directly to obtain any information. Furthermore, if an order has been marked as delivered we have entirely no contact with it and you will need to get into direct contact with the courier with any questions and concerns you may have.

PACKAGES RETURNED TO SENDER

Once a package has been returned to us due to address issues, we will contact you to organize a new delivery. If you do not respond to our email within 30 days, your order is Null & Void.