FAQ

1.Which countries and regions do you ship to?

We are happy to ship goods around the world, but unfortunately, due to various policies and other reasons, we only ship goods to the following countries: Australia, Australia, Portugal, Italy, Denmark, Netherlands, Belgium, Ukraine, Russia, Korea, United States, Hungary, Norway, Japan, Luxemburg, Saudi Arabia, Spain, Ireland, Greece, Canada, Sweden, France, Poland，Israel，Germany，Singapore，United Kingdom，Thailand，Malaysia，Vietnam，Indonesia，New Zealand，Switzerland，Turkey，Mexico，Kazakhstan，Taiwan，Bulgaria，Belarus，Czech Republic，India，Pakistan，Sri Lanka，Argentina，Oman，Uzbekistan，Philippines，Croatia，Finland.

2.Can i exchange the products i received?

At gothcreep we aim to provide you with quality products and service at all times, however if for whatever reason you are unhappy with your purchase we do offer return options. The details please review our return policy. Note that we can't offer exchanges if the products are out of stock. All sale items are final sale, we do not offer refunds unless deemed faulty.

3.Can I change the receiving address of the order?

We aim to pack and ship out your order as quickly as possible. If you need to change your receiving address, please contact our customer service personnel as soon as possible after ordering the goods and provide a new receiving address. Our customer service personnel will handle it for you, because we can only change your products before they are unpacked and shipped, so you need to contact us as soon as possible to change the address

4.Can I cancel the order after I place the order?

We aim to pack and ship out your order as quickly as possible. If you need to cancel your order, contact us as quickly as possible on service@gothcreep.com. We’ll try our best to accommodate the cancellation but unfortunately we cannot guarantee that it will be possible.

5.What should do if I have received a faulty item or the different size.

Your product has arrived broken or is deemed to be faulty or, Has a manufacturer fault. If you believe that your purchase has a fault, please email our friendly Customer Service team at service@gothcreep.com with your invoice number and the details of the fault. Our team will happily assist you further. Please be aware it is at the discretion of the company to deem an item faulty.

6.I have been issued a refund but the fund are not in my bank account,what now?

All funds should appear on your bank statement within 5-10 working days. (Please note that refund times are dictated by the card issuers and are outside of our control)

7.How safe is my personal information?

Our site uses a Secure Sockets Layer (SSL) protocol to encrypt all personal information sent during the checkout process. For more information on how we secure your information, please consult our Privacy Policy. 

8.Why didn't I receive a confirmation email?
If you have not received a confirmation email about your order, you may have entered your email incorrectly when placed the order or the email might be in your spam folder. You may log into your account on our website and find your orders.

9.How to use "Coupon Code"?
You can apply coupons and bonus points to your order at checkout. Once you’ve entered your coupon code, click “apply” and the discount will automatically adjust your order total. Please note that if you do not click ”apply” before continue checkout, your order total will not reflect coupon and Bonus Point discount.
 
NOTES:
Please make sure that you enter the coupon code exactly as you received it, with no space before, within, or after it. To avoid errors, we recommend you to copy/paste the promotional code you received.
Coupons cannot be combined. You can only use one coupon code per order.
Coupons are subject to offer terms. This does exclude some items on our website which are not eligible for coupon discounts.