CUSTOMER SERVICE

If you need assistence please contact us:

[email protected]

FAQs

You can either contact our customer care team and we will assist you with a new password, or you can press on Sign in/ Forgot your password? An auto-generated password will then be sent to your registered email address

When you place an order on gaukk.com an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details.

You don’t have to set up an account to shop with us but we recommend that you do. It is fully possible to check out as a guest, but if you register an account you can track your order, register returns and save information which will make it easier to check out next time you order with us.

You cannot cancel your order yourself but we can of course help you. The order can only be canceled before it has shipped and before our warehouse has started working with the order. After that we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has shipped, you must return it for a refund instead.

You must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately you cannot update your shipping address yourself after the order has been placed.

We have one warehouse in Argentina. All orders shipped outside Argentina are currently shipped from our warehouse in Argentina.

As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number. You can click on the tracking number on this e-mail to view your shipment's progress. You can also easily follow your order on its way to you by entering your tracking number at the courier’s website. Additionally, you can log in to your account online in order to see the tracking number.

Shipping usually takes between three and five days depending on country, but may take up to seven days for some destinations. More specific shipping days can be found under our help section and shipping information.

All international orders are shipped with Fedex and require a signature upon delivery. Fedex usually operates between 9 am – 6 pm on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended).

All items are insured against theft and accidental damage whilst in transit from the Acne warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number.. The regular processing time is between 1-3 business days, and the estimated delivery time is depending on the country. For economy shipping, you should have your order within 7 business days from placing the order. For priority shipping, you should have your order within 3 business days from placing your order.

We currently deliver to most of the countries. At the checkout you will be able to choose your shipping country.

Unfortunately all orders purchased online will be delivered by Fedex to your home or work address. If you need shipping to another place we can of course help you with that as well. Just contact us and we’ll assist you.

You can ship your order to another country by choosing that country as shipping country at the bottom of the site. You can still fill out your billing address in the correct country.

Unfortunately we cannot estimate how much duties you will pay. The order is shipped DDU so your local customs should be able to estimate the price.

Unfortunately we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses.

We offer different payment methods in different countries. In all countries we accept credit cards, but in many countries we also offer Stripe. At checkout you will see what payment methods we offer in your shipping country.

Your personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. To ensure your information is kept private, we do not process or store any payment information in our database.

We charge in different currencies in different countries. Most countries are charged in local currency while some other countries are charged in either USD or Euro. In the country selection list at the bottom of the site, you will see what currency you will be charged in.

When you place an order with us, we place an authorization on the form of payment you used and the funds are temporarily reserved for your purchase but you are not actually charged. When your order has been dispatched, we will capture the funds from your account. Orders placed with Stripe payment method are captured immediately when the order is placed.

If you place an order with us you can chose if you want to store your credit card details. There are stored only by our payment service provider and we will not be able to see the details. We recommend storing card details if you want a smoother checkout the next time you order with us.

If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer care team and we will do our best assist you.

Depending on your country taxes and duties will be charged.

Unfortunately we currently do not offer tax refunds online. Please contact our customer service for further information on how to proceed.

We offer full refunds or exchanges into a different size if an unwanted item is shipped/postmarked within 14 days from when it was delivered to you. In order to receive a full refund, the item must be returned in its original condition.

When returning an item, simply contact our costumer service will be pleased to help you to return the item.

Purchased items are exchangeable into different sizes. All exchanges are based on stock availability and are shipped to you free of charge. If you want to return your item for an exchange into a different size, please use our costumer care system to state which size you prefer instead.

Should you be interested in an alternative style please return your item/s to us and simply purchase the new piece separately at gaukk.com

We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. Please visit our costumer care section for contact information.

For security reasons, we do not save your payment information in our database. Therefore, you are not able to exchange an item for a more expensive one. Items can only be exchanged into the same style but a different size or color, i.e.; items cannot be exchanged for less expensive items either.

Simply enter your order information at the costumer care section and follow the instructions to submit a return/exchange request.

Don´t worry, just contact our costumer care department and we will send the return label.

All orders sent from us are insured until you have received it. UPS require a signature upon delivery. However, if they cannot locate you on the given address, they are allowed to leave the package with a neighbor or similar. Therefore we strongly advise you to track the order to make sure you are available at the shipping address at the delivery time.

When returning all items from your order, we will issue a full refund including the standard shipping cost from us to you. Exchanges are always free of charge.

When we have received and processed your return, you will receive an email notification. Normally it takes 3-5 business days before you can see the refund back on your account, depending on your bank/credit card/form of payment.

Sign up to our newsletter and we will send you the latest news.

You can contact us either by email. Our email address is [email protected]

All of our items come with a care label. We strongly recommend following these instructions. When it comes to leather, accessories and shoes, we recommend contacting us for specific care information.

At the bottom of each newsletter you receive from us there is a link to unsubscribe.

We aim to answer all e-mails within 24 hours, but normally faster than that. Our opening hours are 24 hours 7 days in the week.

We will add items to the web shop as soon as it comes back in stock. You can sign up yourself to be notified when your size becomes available from the product page.

The best way to get a hold of items that are not available in the web shop is to contact our customer care service team.

An order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse has started processing the order, we can update the size or color. Please contact us as soon as possible and make sure to have your order number available. Items may always be exchanged or returned within 14 days after you have received them.

Your order will be fulfilled within two business days, subject to card clearance and stock availability. Our warehouses operate Monday to Friday except public holidays.

Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number. You can click on the tracking number in your e-mail to view the progress of your shipment. Sign in to your account and click ”My Profile” for tracking and shipping status or follow the tracking number you received in the shipping confirmation email if you do not have an account with us.

At this time we cannot add items to an order - it is better that we attempt to cancel your original order and that you place a new one. If you need to cancel or change an order, please contact us and have your order number available through the costumer care page.

Under each item online you will find a general size guide. For most items, you will also find the garment measurements for that specific item under the size guide button. Click on “size guide”, please choose “garment measurements” to find the actual measurements - these can help you in order to choose the correct size. We welcome you to contact our customer care team for specific sizing advice as well.

Please contact our customer care team and we can try to help you locate the item. You can also add yourself to a waiting list for the product.

If you want to compare our sizes to your regular size, please use our size chart that you find on each product page.

Most items online have the exact garment measurements stated. If an item is missing garment measurements, please contact us as we are happy to provide them.