RETURNS, REFUNDS & CANCELLATIONS

Last updated: August 23, 2026

Every GOGOLI piece is made or carefully finished by hand in Türkiye. We want you to feel confident about your order while also protecting the time, materials, and craftsmanship invested in each piece.

This policy applies to purchases made directly through the GOGOLI online store. Nothing in this policy limits any mandatory consumer rights that apply in your country or region.

This policy should be read together with our Terms of Service.

RETURN ELIGIBILITY

Unless an exception described below applies, you may request a return of an eligible item within the period applicable to your order.

To begin a return, please contact us at gogolihandmade@gmail.com and include:

Your order number
The item you wish to return
The reason for your request, if you wish to provide one
Photographs, where the item is claimed to be damaged, defective, incorrect, or materially different from its description

No reason is required when exercising a statutory right of withdrawal.

Photographs are requested only where the item is claimed to be damaged, defective, incorrect, or materially different from its description.

Please contact us before sending anything back. We will provide the correct return address and return instructions. Sending an item without first contacting us may delay identification and processing of the return.

A return request does not automatically mean that the item is eligible for a refund. Eligibility is assessed according to this policy and any mandatory law that applies to the order.

RETURN DEADLINES

For customers in the European Union, European Economic Area, and United Kingdom, an eligible withdrawal request must be communicated within 14 days after delivery, and the item must be returned within 14 days after notifying us.

For customers in destinations outside the European Union, European Economic Area, United Kingdom, and Türkiye, GOGOLI does not offer change-of-mind returns unless a return right is expressly stated on the relevant product page or agreed by GOGOLI in writing.

This does not affect any mandatory local rights concerning products that are damaged, defective, unsafe, incorrect, or materially different from their description, or any other right that cannot legally be excluded.

For customers in Türkiye, an eligible withdrawal request must be communicated within 14 days after delivery. Once the withdrawal notice has been sent, the item must be returned within the period required by Turkish law, currently 10 days.

For related information about withdrawal, cancellation, and distance-sale terms, please review our Pre-Contract Information and Distance Sales Agreement.

CONDITION OF RETURNED ITEMS

Returned items must, to the extent permitted by applicable law, be:

Unworn, unwashed, unused, and unaltered
Free from stains, fragrance, pet hair, smoke, makeup, or other signs of use
Returned with all original labels, accessories, and protective materials
Returned with the original packaging where it remains reasonably available
Securely packaged to prevent damage during return transit

The absence of original packaging alone does not automatically make an otherwise eligible statutory withdrawal ineligible.

Where permitted by law, any proven reduction in value caused by missing or damaged packaging, removed labels, incomplete contents, or handling beyond what is reasonably necessary to inspect the item may be taken into account when calculating the refund.

Customers may inspect an item only to the extent reasonably necessary to determine its nature, characteristics, fit, and appearance. Where permitted by law, any reduction in value caused by handling beyond what would normally be allowed in a physical shop may be deducted from the refund.

Please do not wash, repair, cut, stretch, reshape, customise, or otherwise alter an item that you intend to return.

HANDMADE CHARACTER

GOGOLI pieces are individually handmade. Small variations in stitch tension, motif placement, dimensions, yarn texture, colour distribution, surface character, and finishing may naturally occur.

Computer screens, lighting conditions, photography, and differences between yarn or material production batches may also cause minor colour variations.

Such minor, disclosed, and reasonable variations are part of the handmade character of the product and are not, by themselves, considered defects. This does not affect your rights where an item is materially different from its description, incorrectly made, damaged, or legally defective.

MADE-TO-ORDER AND PERSONALISED ITEMS

A product is not automatically non-returnable merely because it is handmade or produced after an order is placed.

However, where permitted by applicable law, the right to cancel or return does not apply to products made specifically to the customer’s individual specifications or clearly personalised for that customer.

This may include items created or materially modified according to a customer’s requested:

Personal measurements or non-standard dimensions
Bespoke size, length, shape, or fit
Personalised name, initials, wording, or monogram
Special colour or material combination prepared specifically for the order
Design alteration, motif arrangement, placement, or construction change
Other individually agreed specifications that make the item unsuitable for ordinary resale

Personalised or bespoke orders are considered final once the specifications have been approved and production or dedicated material preparation has begun, except where the product is damaged, incorrect, defective, or mandatory law provides otherwise.

Standard made-to-order products that have not been individually personalised remain subject to any mandatory withdrawal rights that apply.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If your order arrives damaged, contains the wrong item, or materially differs from its listing description, contact us as soon as reasonably possible at gogolihandmade@gmail.com.

For transit damage, notifying us within 48 hours and providing photographs of the item, outer packaging, inner packaging, and shipping label helps us submit a carrier claim. A failure to notify us within 48 hours does not remove any mandatory legal rights you may have.

Do not discard the product or packaging until we have reviewed the issue.

Where a claim is accepted, we may offer an appropriate remedy such as:

Repair
Replacement, where materials and availability allow
Partial refund
Full refund

The remedy will be determined in accordance with applicable consumer law and the circumstances of the order. GOGOLI will cover reasonable return costs for confirmed damaged, defective, or incorrect items.

For product safety information or to report a safety concern, please review our GPSR Product Safety Information page.

Damage resulting from misuse, failure to follow care instructions, accidental damage, improper storage, unauthorised alteration, or normal wear is not considered a manufacturing defect.

RETURN SHIPPING COSTS

For eligible change-of-mind returns from the European Union, European Economic Area, and United Kingdom, the customer is responsible for the direct return shipping costs, provided that this responsibility was disclosed before purchase, unless applicable law requires otherwise or the item is confirmed to be damaged, defective, or incorrect.

For another destination, the customer is responsible for direct return shipping costs where a change-of-mind return is required by mandatory law or has been expressly accepted by GOGOLI, unless applicable law requires otherwise or the item is confirmed to be damaged, defective, or incorrect.

For eligible statutory withdrawals by customers in Türkiye, GOGOLI will provide or confirm the legally required return method. When the designated return method is used, the customer will not be charged the return shipping cost.

Returns must be sent using a tracked shipping method. Customers remain responsible for the return parcel until it is delivered to us, except where mandatory law provides otherwise.

Please do not send a parcel with postage due, cash on delivery, or through an unauthorised premium service. Where legally permitted, we are not responsible for costs exceeding the return method approved or designated by GOGOLI.

International return parcels should be declared accurately as “Returned Goods”. Any customs charge caused by an incorrect or incomplete return declaration may, where legally permitted, be deducted from the refund.

For information about dispatch, delivery, customs, and other shipping responsibilities, please review our Shipping Policy.

ORIGINAL SHIPPING, DUTIES, AND TAXES

Where required by applicable law, we will refund the cost of the least expensive standard delivery method offered for the original order.

Additional amounts paid for express, premium, or upgraded delivery are not refundable beyond the standard delivery amount unless the item was damaged, defective, incorrect, or the law requires otherwise.

Customs duties, import taxes, brokerage charges, and fees paid directly to customs authorities or delivery companies are generally not refundable by GOGOLI because they were not retained by us. Customers may need to request any available refund directly from the relevant authority.

This does not apply where GOGOLI collected the charge and applicable law requires us to refund it.

REFUND PROCESSING

Once an eligible return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. Processing times after we issue the refund are controlled by the payment provider, card issuer, or bank.

Refunds are issued in the currency and amount processed for the original transaction. GOGOLI is not responsible for differences caused by exchange-rate movements or fees charged independently by a bank, card issuer, payment provider, or currency-conversion service.

Where permitted by law, we may withhold a refund until the returned item has been received or the customer provides acceptable evidence that it has been sent.

ORDER CANCELLATIONS

Contact us as soon as possible if you wish to cancel an order.

For ready-to-ship orders, we will make reasonable efforts to stop fulfilment or dispatch after receiving a cancellation request.

If dispatch can no longer be stopped, this does not affect any statutory right of withdrawal that applies to the order. The customer may be required to receive the parcel and follow the applicable return procedure.

For standard made-to-order items, cancellation requests will be considered according to the production stage and any mandatory consumer rights that apply.

For personalised or bespoke items, cancellation may no longer be possible once specifications have been approved and production or dedicated material preparation has begun, where permitted by law.

A valid statutory withdrawal is effective when the customer sends a clear withdrawal notice to GOGOLI through a legally accepted method within the applicable deadline. GOGOLI will confirm receipt of the notice in writing.

Operational cancellation of fulfilment or dispatch depends on whether the order can still be stopped before shipment.

For an order that is not covered by a statutory withdrawal or cancellation right, cancellation is not guaranteed and remains subject to this policy, the production or fulfilment stage, and GOGOLI’s written acceptance.

UNDELIVERABLE, REFUSED, OR UNCLAIMED PARCELS

Customers are responsible for providing a complete and accurate delivery address and for monitoring delivery notifications.

If a parcel is returned because of:

An incorrect or incomplete address supplied by the customer
Failure to collect the parcel
Refusal of delivery without a valid legal reason
Failure to respond to the carrier
Failure to pay applicable import duties or customs charges

we will contact the customer after the parcel is returned to us.

Where permitted by law, any refund may be reduced by the original shipping cost, return shipping cost, customs charges, storage fees, or other non-recoverable expenses incurred as a result.

Original shipping costs must be paid again before the order can be resent.

A refused or unclaimed parcel is not automatically treated as a valid cancellation or withdrawal notice.

NON-RETURNABLE ITEMS

Subject to mandatory consumer law, we do not accept change-of-mind returns for:

Clearly personalised or bespoke items
Gift cards
Items that have been worn, washed, used, damaged, altered, or incompletely returned after delivery
Items returned outside the applicable return period
Items identified as non-returnable where such an exclusion is lawful and clearly disclosed before purchase
Products purchased for delivery to a destination where GOGOLI does not offer voluntary change-of-mind returns

Sale or promotional pricing does not remove a customer’s mandatory rights regarding damaged, defective, or misdescribed products.

EXCHANGES

Because many GOGOLI pieces are unique or produced in limited quantities, direct exchanges cannot always be guaranteed.

Where an exchange is approved, availability will depend on current stock, materials, and production capacity. In some cases, the original item must be returned and refunded, and a new order must be placed separately.

CONTACT

For return, refund, cancellation, or order-related questions, contact:

GOGOLI
Email: gogolihandmade@gmail.com
Location: İstanbul, Türkiye

Please do not send a return until you have received return instructions from us.

STATUTORY RIGHTS

This policy is intended to operate alongside applicable consumer-protection law. It does not exclude, restrict, or replace any rights that cannot legally be excluded or limited.

Where this policy conflicts with mandatory law applicable to a customer’s purchase, the mandatory law will prevail.