We have an unshipped list such as Ceuta, Las Palmas, Santa Cruz de Tenerife, Gran Canaria, etc. If you cannot check out after filling all the information, it seems that your address is in our unshipped list. We are unable to deliver orders to your area at this time. This is due to the requirement for documentation to clear customs for order. We are actively working with the relevant departments to resolve this matter and unfortunately, this issue has not been resolved yet. As a result, we are unable to proceed with the delivery to your address.
Can I use multiple addresses in one order?
Unfortunately, each order will be shipped to only 1 shipping address. If you want your items shipped to different addresses, you will need to place separate orders for each address.
Can I include a receipt or a gift card on my package?
Unfortunately, we do not currently offer the option to include a receipt or gift card in the package. However, we are actively working on implementing this feature and hope to offer it in the near future. Thank you for your understanding and please check back with us soon for updates.
How can I track my order?
Your order may take 3-4 business days to produce. Once your order is sent out, you will receive an email stating that your order has been shipped and you can track your order by the tracking link attached to the email.
Why has my order tracking status not been updated? What should I do?
Tracking information may not be updated immediately for some reasons, such as:
The tracking number has just been created. After being sent out, your tracking number will need up to 3-5 business days to be updated due to delays between the scanning process and the website's updates.
- The package may not be scanned until it reaches the regional hub near the destination.
- The package is in transit between the origin and the destination country. Once the package leaves the original country, the tracking information will not be updated until it reaches the destination country.
We suggest waiting for 5-7 business days & recheck the tracking link after that. However, if your tracking status has not been updated for over 7 business days, please contact us to be supported right away.
Why has the logistics information displayed returned?
If you find that the tracking result information indicates that your parcel is marked as “Returned to sender”, it means your order could not be delivered to you and has been returned.
This may be due to several reasons: refusal by the recipient, absence of the recipient, expiry of collection deadline, damage, shipping issue, etc.
In this case, kindly contact us through our support email to be supported.
Can I change the delivery address or design after placing an order?
In regards to the delivery address, according to our policy, customers are allowed to change order information within 8 hours after placing it.
Feel free to contact us via our support email and let us know your new address.
In regards to the design, we can change the design to things such as text, name, hair color… based on your request.
If you have not placed an order, please place an order normally and take note of your order and email us your order number. Our customer support will assist you.
If you have placed an order, according to our policy, customers are allowed to change order information or cancel an order within 8 hours after placing it, kindly email us through our support email to be supported.
I have placed an order but I did not receive any email of order confirmation
There are several reasons why you have not received the order confirmation email:
The order confirmation email ended up in the spam folder. We would recommend checking your email, including your spam folder, to make sure it has not been filtered.
You have placed your order by another email address. Please check your order information again to check what email address you have entered.
Your order has not been placed successfully.
If you have placed an order successfully and checked all above reasons but you still have not received your order confirmation email, feel free to contact us through our support email to be supported.
I paid by Paypal and I was double charged
In regards to the payment, you will receive 2 receipts with orders that have been applied for a free delivery fee and 3 receipts with orders that have been applied for a delivery fee.
In these 3 receipts, one is the cost of the products you purchase, one is the delivery fee that your bank holds before you complete your order and the rest receipt is the total cost of your order.
When you finish your order (including delivery fee), it will show a receipt of the total. Do not worry, only the amount of money from the last receipt is deducted from your bank account.
I do not have a bank account. Can I pay by cash on delivery?
Unfortunately, at this time we do not support cash on delivery as a payment method. However, we do offer a variety of other payment options, including various card payment methods that you can choose from.
Please visit our website and review the available payment methods to select the one that best suits your needs.
I have subscribed but I did not receive the welcome discount code
After you sign up by email, you will receive an email to verify your email. Please go to your email and verify your email, and you will receive our discount code.
Can I pay by iDEAL? (GEMILIO only)
We also have iDeal as a payment method. Kindly choose the "UITCHECKEN" button as normal. And then kindly fill in all your details and go to the "Verzending" step. You will see 2 options for iDeal payment. Please try to pay via one of the two options.
I received my order but the T-shirt is too small/large?
In every product link or at <size guide page>, we also attach a size chart for customers to take a look and choose the best suitable size. Please measure your T-shirt and compare it with our size chart.
Please check your t-shirt with the following measurements:
1.Chest size (measured across the fullest part of the chest, under the arms)
2.Length (measured from the highest point of the shoulder to the bottom of the T-shirt)
Kindly note that sizes might run smaller or larger with a difference of +/- 2.5cm (1 inch). If the measurements are correct as our size chart, it means we ship correct your order. Because this is personalized product, we can not support you returning your order. In case you want to exchange, we will give you a discount code for 15-20% off so that you can place a new order with the correct size. Please contact us to get a discount code.
If your t-shirt is smaller or larger than 2.5 cm according to our size chart, kindly contact us through our support email to be supported. In order to better assist you, please attach a photo with the width and a photo with the length of your t-shirt and a photo of shipping label.
I ordered 2 items but I received only one product? Is it normal?
Your order may be separated into 2 different packages due to its type of product or weight.
Feel free to contact us through our support email, we will check and provide you with the tracking link of the remaining item.
I received the wrong size, how to return and get the correct size item?
We recommend you check your order confirmation email first.
If product tag is correct as the size on confirmation email, it means we ship correct your order. Because this is personalized product, we can not support you returning your order. In case you want to exchange, we will give you a discount code for 15-20% off so that you can place a new order with the correct size. Please contact us to get a discount code.
If the product tag is not correct as the size of the confirmation email, please contact us via our support email to be supported.
The tracking is marked as "Delivered" but I have not received my order
We recommend that you first check in your immediate surroundings to see if the package may have been accepted by a family member or neighbor. Sometimes, the delivery driver may leave the package in a secure location, such as in the garden or on the porch. Please also check your mailbox to see if the delivery driver left a notification card there.
Besides that, you can contact the shipping provider directly and notify them of your current situation.
After checking all of them, if you still cannot find your order, please contact us to be supported right away.
I received defective/damaged product
Please send us a photo of shipping label, and some photos showing the problem clearly through our support email.
Note: The photos are in PNG or JPEG format in natural light and unedited.