SHIPPING AND RETURNS
UK SHIPPING
Items ordered and paid for will be shipped within 3-5 business days, unless otherwise noted in description of product. We primarily ship through Hermes Delivery. You will receive an email notification from us that contains tracking information (if selected) once your order has been shipped.
INTERNATIONAL SHIPPING
We do not ship internationally at the moment. We would notify our customers when this changes.
ORDER ISSUES
If you have any problems with your order (not received, not what you were expecting, etc. ) Please contact us so that we can make it right. We truly want to satisfy our customers as you are buying into our bigger dream. We will always try our best to resolve any situations that occur.
Please keep in mind that the products you are buying are handmade and 100% natural so they tend to have variations from batch to batch (such as there might be slight changes in color per batch e.t.c.).
Damages: If you receive a damaged item, contact us immediately at us@gozihaircare.com. We will happily replace any damaged items provided they are reported within 48 hours/2 days of order delivery.
RETURN POLICY
If you are unhappy with your order or change your mind for any reason, you have 30 days to return your order for a full refund (excludes shipping), providing the following conditions are met.
Items returned must be in the original condition that the customer received them in unused, unopened and in their original packaging. This includes ensuring that all labels are affixed and unopened or unbroken, all tamper seals intact and products unused. We will inspect all returned items before issuing a refund to ensure that they are in saleable unused condition. For hygiene reasons we cannot refund any opened or used hair/beauty products.
Please note that items are your responsibility until they reach our office. Therefore, you are responsible for making sure that all returned items are wrapped in suitable packaging, to prevent damage to the items or their packaging, we can not refund returned items that are damaged in transit. We are not responsible for any items that are returned in error. As a precaution, we strongly recommend that you use a signed for delivery service that insures you for the value of the items that you are returning. This protects you against lost or damaged goods.For Returns email us: us@gozihaircare.com
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
When returning items, please ensure that you include all of the following information:
1. Full Name
2. Address, as provided on the original order
3. Your order number/reference
4. Reason for Return or Exchange
OUR REFUNDS AND EXCHANGES
Ensuring that our lovely customers are happy and satisfied with every purchase is our main priority.
Please do not hesitate to reach out to us at us@gozihaircare.com anytime if you are unhappy with your order. In most cases, returns are processed as store-credit or exchange due to the nature of our products. However, in rare cases, we may accommodate refunds if product is returned due to an allergic reaction or damage/defect. In order to receive store-credit/refund, please reach out to us within 30 days of purchase. There must be 50% or more of the product left in the bottle/jar in order to qualify.
If a product arrives broken or damaged, we are happy to send a replacement. However, a photograph as proof of the damage/defect is required.
Please note: We will not be able to refund the shipping cost as it is directly paid to our providers.
GOZI Haircare is not responsible for any additional shipping costs for returns + exchanges, and we do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to GOZI Haircare.
LOST AND STOLEN ITEMS
We do not take responsibility for items that are lost or stolen in transit. All items are shipped via tracked and signed.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at us@gozihaircare.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at us@gozihaircare.com and send your item to: Clavering House, Clavering Place, Newcastle Upon Tyne, NE1 3NG, United Kingdom.
GIFT
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
SHIPPING
To return your product, you should mail your product to: Clavering House, Clavering Place, Newcastle Upon Tyne, NE1 3NG, United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.