Refund policy
Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the proof of purchase.
To start a return, you can contact us at support@gothoasis.com.
If your return is accepted, we’ll provide you with the return instructions and the correct return address. Please note that items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@gothoasis.com.
Returns – Customs, Taxes & Warehouse Options
To provide flexibility, we offer two return warehouse options. Please review the details below before sending your return.
Option 1: Return to Our Greek Warehouse
You may return your item to our Greek warehouse. You will be responsible for covering the return shipping cost.
Please note that customs or import taxes may still apply in some cases. If any taxes or fees are incurred, they will be deducted from your refund amount. However, these charges are typically lower compared to returns sent to our Asia warehouse.
Option 2: Return to Our Asia Warehouse
Alternatively, you may return your item to our Asia warehouse. Return packages sent to this location have a higher likelihood of incurring import or customs taxes upon re-entry.
Any customs or import taxes charged (typically ranging between €5–€20, depending on the item value (about 30% of your item's value) and package size, but potentially higher in some cases) will be deducted from your refund amount.
You are free to choose the return option that best suits you. If you are unsure which option is more suitable, we can discuss the best solution via email before you send your return.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as:
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Perishable goods (food, flowers, or plants)
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Custom products (special orders or personalized items)
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Personal care goods (beauty products)
Unfortunately, we cannot accept returns on gift cards.
If you have any concerns about a specific item, please get in touch.
Important Information for Orders to Israel 🖤
Before we ship your order, we kindly ask that you provide a valid phone number to ensure smooth and safe delivery. This allows the shipping provider to contact you for updates or pickup notifications.
Please note that some Israeli phone number formats may have difficulty receiving SMS notifications. These include:
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+972-50-41XXXXX
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+972-52-71XXXXX
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+972-52-76XXXXX
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+972-54-84XXXXX
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+972-54-85XXXXX
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+972-53-31XXXXX
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+972-53-41XXXXX
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+972-58-32XXXXX
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+972-55-67XXXXX
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+972-55-32XXXXX
Additionally, due to the ongoing situation in the region, some flights to Israel may be reduced or delayed, which could slightly affect delivery times.
Please be aware: once your package arrives in Israel, after-sales processing (returns, exchanges, etc.) is not accepted by the local shipping partners. We encourage customers to carefully review their order and address details before confirming.
Exchanges
We do accept exchanges.
If you’d like a different item, you can request an exchange for the product you received. Once your exchange is approved, we’ll guide you through sending the item back and getting the correct one shipped to you.
European Union 14-Day Cooling-Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be in the same condition as received—unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase will be required.
Cancellation Policy
You may request cancellation within 24 hours of purchase only. Once an order has been processed or shipped, it cannot be cancelled.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days.
Please note:
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Any applicable taxes or duties incurred will be deducted from the refund amount.
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Your bank or credit card company may take additional time to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at support@gothoasis.com.