FAQ

General Questions

How can I check my order status?
Right after you place your order, we will send an order-confirmation email. You can use the information in that email to follow your order progress.
Can I modify my order?
You can modify an order only if it has not entered shipping preparation. Once your order shows “preparing for shipping,” “shipped,” or “delivered,” further changes are no longer possible.

Payment

What payment methods do you accept?
We support two secure payment options:
  • PayPal: Our primary secure payment processor. Through PayPal, we accept MasterCard, Visa, American Express, and Discover.
  • Direct credit card checkout: We also accept Visa, Mastercard, American Express, and Discover directly.
What currency will I be charged in?
All transactions are finalized in US Dollars (USD). If your card is denominated in another currency, your card-issuing bank will convert the amount using its own applicable exchange rate.
Do you offer installment payments?
Yes. You can choose to pay in 3 installments.

Shipping

Which countries do you ship to?
We offer worldwide delivery, including Asia, North & Central America, Europe, and Oceania. Both PayPal and credit card payments are accepted for international orders.
How long does order processing take?
After checkout, your order usually requires 3–7 business days for internal processing. Actual delivery time depends on the shipping method you select.
How do I get tracking information?
Once your order is successfully placed, we will send a confirmation email with tracking details so you can follow your parcel.
What happens if no one is available to receive the parcel?
If you are not at the delivery address, the courier may attempt redelivery the next business day or contact you to reschedule, depending on local practice and your selected shipping method. In some cases, you may need to collect the parcel in person from your local post office.

Returns

Am I eligible to return an item?
Returns are accepted if all of the following conditions are met:
  • The item was purchased directly from our online store.
  • The merchandise remains unused.
  • The return or exchange request is raised within 14 calendar days after delivery.
Contact our customer support team to start the return process.
Can I request an exchange instead of a return?
Yes. Exchanges follow the same requirements as returns. When you contact our support team, clearly state that you want to exchange your item for a different product.
Will I pay for return shipping?
Contact customer support first to get the designated return address. Once you receive it, repack the goods securely in their original packaging and include your proof of purchase inside the parcel.
Return shipping costs may be waived in certain cases. If the return is not caused by an error on geuowen.com, the return shipping cost will be deducted from your final refund.
How long does return processing take?
After our warehouse physically receives your returned package, we will send return confirmation within 14 days. Once your return is approved, your refund, exchange, or store credit will be arranged within another 14 days.
If you have further questions or concerns, feel free to email us: [email protected]