FAQs | Returns & Exchange

General Policy

  • Cancellations
    Once an order is placed and paid, we’re unable to cancel it since production begins right away.
  • Returns & Refunds
    If a customer chooses not to proceed with their order, a refund may be issued as store credit. Cash refunds are only available for items that are defective beyond repair, mistakenly listed as “on hand” but are actually out of stock, or unless otherwise agreed upon with GVN.
  • Repairs
    Since each case is unique, we’ll need to review your request first. If your item arrives damaged, we’ll cover the shipping both ways. For repairs on used items, shipping is usually covered by the customer.
  • Exchanges
    If you need to exchange an item, we’re happy to help! Just make sure it’s unused and in its original condition (product and packaging) within three (3) days of delivery. This timeframe ensures the item remains in sellable condition and helps us manage inventory efficiently.
  • Missing Items
    If an order is missing an item—whether an accessory or a bag—the customer must provide videos of the unboxing as proof.

Shipping Costs

  • Regardless of when we were notified of the request to exchange:
    • GVN shall bear the shipping cost if the reason is:
      • Wrong item shipped (style/color/size)
      • Damaged item
    • Customer shall bear the shipping cost if the reason is:
      • Change to another size (including laptop sleeves)
      • Repairs, if the item has already been used for a considerable amount of time (subject to review)

Exchange Guidelines

  • Accepted Reasons

    • For Bags:

      • Wrong Item Shipped (wrong style/color/size)

      • Damaged Item

    • For Shoes:

      • Change to another size

      • Wrong Item Shipped (wrong style/color/size)

      • Damaged Item

  • Not Accepted

    • Sale items (these are final sale and can no longer be exchanged once shipped)

  • Subject to Review

    • Correct item shipped but wants to switch to a different color or size (for bag) or a different color (for shoes)

Exchange Process

  1. DM us on Instagram at @gvnthelabel with the details below along with photos of the pair you received in all angles.
    • Name:
    • Order Number:
    • Item:
    • Reason for Exchange:
    • Item to exchange to:
  2. Wait for us to reply within 24-48 hours and to send the return & exchange form. After we've reviewed & approved your request, delivery details will be sent in the same e-mail.
    • If the replacement item is cheaper than the original item, balance will be refunded via store credit.
    • If the replacement item is more expensive, customer must pay the balance.
    • If the item is no longer available (for size exchanges), store credit will be issued.
    • For repairs, it's on a case-to-case basis and usually takes 2-3 weeks.
  3. Kindly ship the item back within 3 days & send the proof of pick-up in the same thread. Include the following details on a paper taped to the plastic (do not tape on the box):
    • Name:
    • Order Number:
    • Item:
    • Reason for Exchange:
    • Item to exchange to:

Courier Delays & Delivery Timelines

  • We understand how important it is to receive your order on time. Once an order is placed, our team makes sure to process and dispatch it within our stated processing time.
  • After handover, delivery timelines and rider assignment are managed by the courier and may vary due to rider availability, weather conditions, or peak periods.
  • While we actively assist with follow-ups, we’re unable to guarantee delivery timelines after dispatch.
  • As the order has already been dispatched, courier-related delays are not grounds for cancellations, returns, exchanges, or refunds.