Frequently Asked Questions

We accept payments with the following cards and providers:

• CreditCard
• PayPal
• Ideal
• Bancontact
• Apple Pay

Gachot runs on a safe Shopify-hosted website. Shopify's platform PCI compliance helps improve security and the risk of payment and data fraud.
All transactions submitted through our website are protected by SSL (Secure Socket Layer) encryption which encrypts information you input to protect it from interception by outside parties. 
While we make every endeavour to ensure every shopping experience with us is a good one, in the event a card is used without the holder's authorisation, the card holder must notify their card provider in accordance with their reporting rules and procedures.

Orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure minimal delays.

We are located in Europe. Your card will be charged in EURO and any conversions will be handled by your financial institution.

Refunds will be charged back to the account with which you made the original payment.
Did you pay with a gift voucher? After processing your return we will add the credit back to your account.

We ship from Amsterdam, the Netherlands to most parts of the world.
After your payment is verified, it may take up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 9AM (Amsterdam time) will not be shipped out until the next business day. 
We include tracking details with every shipment.

For shipments within the Netherlands we charge €6,50 per order.
FREE SHIPPING on orders over €200,-
Expected delivery: ± 2 business days.

For our neighbouring countries we charge a fixed fee of €10,- per order.
FREE SHIPPING on orders over €200,-
Expected delivery: ± 5 business days.

We charge a flat fee of €15,- for all European orders.
FREE SHIPPING on orders over €300,-
Expected delivery: ± 10 business days.

All other international shipments will be charged €20,- per order.
FREE SHIPPING on orders over €300,-
Please beware that local import taxes and duties may apply.
Expected delivery ± 15 business days.

Do you want to try anything on or pick-up your order and happen to be in Amsterdam? You are always welcome to visit our studio in the city centre, at ‘de Wallen’. Please make your appointment via the contact form.
Due to the one-of-a-kind character of many of our products, it is advised to buy the product in advance to ‘reserve’ your item. Select ‘Studio pick-up’ from the shipment options, this way you don’t have to pay for shipping. In case the item doesn’t live up to your expectations, we will reimburse the full payment.

After verification of your payment, we proceed to dispatch your order as soon as possible.
Please refer to your local shipping rates and delivery time for your specific order.
Check your account for the current order status.
If your order has been dispatched, follow your parcel with the tracking link provided. You can find the link in your account or in the order update email.

If you need to change your order details, please contact us immediately. Once the warehouse has processed your order, we are unable to make any changes.

If you need to cancel your order, please contact us immediately. Once the warehouse has processed your order, we are unable to make any changes.

Was your order unexpectedly cancelled? Chances are that our fraud filter marked your order as fraudulent. If you are certain that you wish to place your order, please order again with a Paypal account. If you do not have a Paypal account, you can sign up easily at www.Paypal.com.

NEW PRODUCTS | Any brand new product can be returned within 14 days after delivery (*excluding sales).
REFUND | We offer a full refund for your purchase. Original shipping charges are non-refundable.
SHIPPING | The customer is responsible for return shipping and costs. We do not refund return shipping costs or lost packages.
CONDITIONS | We accept returns that meet the following conditions. Items that are:

• ŸŸcomplete, and unworn or unused
• in the original packaging
• with the original labels or tags attached

When trying on, please be mindful not to stretch or mark clothes. Gachot reserves the right to deny orders that do not meet these conditions.

RETURN PROCESS:

1. Please contact us to register your return. We'll provide you with advice with regard to the best return services.
2. Return to the address provided. Please make sure the package is pre-paid and includes tracking details. Using in the original delivery package is a great way to help us process your return faster and reuse the packaging while doing so.
3. You will receive an e-mail as soon as we have processed your return. This takes up to a maximum of 5 business days.
4. After the processing of your return, we will refund the purchase price within 2 business days to the account with which you made the initial payment.

Did you pay with a gift voucher? After processing your return we will add the credit back to your account.

Unfortunately we cannot take returns for international orders that are subject to customs fees or duties. If you have any complaints or comments, please contact us and we will look into an appropriate solution.

All items purchased from the sale section are final. Sale items will not be accepted for return, exchange or credit note.
If by mistake we sent you a wrong or a damaged item, please follow the advice below.

Oh no! Has any damage occurred during transport or did we miss an imperfection? Please report the damage by contacting us directly by emailing to hello@gachot.nl. Tell us:

• your order number
• the item number of the damaged product
• what is wrong
• how (you believe) it happened
• add a few pictures for our assessment

We will resolve the problem as soon as possible with a suitable solution.
By attaching the pictures we are able to improve our processes and offer you a quick solution, thank you for your help!

Sorry, we must have been with our heads in the clouds! Please report your issue by contacting us directly by emailing to hello@gachot.nl. We will then send you the correct item as soon as possible. Tell us:

• your order number
• the item number of the product you did not receive and are still waiting for
• the item number of the wrong item you did receive

If you are unable to find an item number or reference, please attach a picture with a clearly visible image of the wrong item. This helps us to understand why you received the wrong item, offer you a quick solution and improve our processes.

All our products are made with the utmost care and high-end materials. Treat them alike and you'll have a love for life. 
Please be mindfull with our upcycled pieces. They already lived in another woman's closet, so there is a big chance these items already have little stains and user marks, adding to the story and spirit captured in this garment.

We made a special care page for you. Because good care prolongs the lifespan of your purchases, and moreover: it contributes to a healthy environment! Learn about smart washing and sustainable care here.

The legal guarantee applies to all items that you purchase from us. This means that an item must be in good condition when delivered and must function properly in normal use.
The proof of purchase of your order is also the guarantee certificate of your article.
On all clothing, interior decoration and accessories we offer a 1 year warranty. This applies to normal use: wear and tear is not covered.
As we are always learning about and improving our products and the production processes, please let us know in case you are not satisfied with your purchase or if you have any recommendations.
Did you buy a piece that has defects too quickly? Report us by sending an email to hello@gachot.nl. Include your order number, what is wrong, how it happened and add a few pictures for our assessment. We will resolve the problem with a suitable solution.

At this time we do not have any retail locations yet. But make sure to hear about it firsthand, and subscribe to our mailing list at the bottom of this page. If we are opening, we'll sure let you know!
If you are in Amsterdam and thrilled to see and feel our products in real life. Please send us an email with your contact details and preferred time to plan an appointment at our studio. We are conveniently located in the city centre at 'de Wallen'. Never feel obliged to buy anything when dropping by, we just love to see your happy face!

Are you interested in selling our products in your store? Great!
We love to work with beautifully curated shops, who know how to make their customers' lives a little bit better with meaningful products.
Please tell us about yourself, your shop, what other brands you're carrying and what you would like to sell from us. Drop a note via our wholesale page and we will get back to you shortly (by the way, we're Dutch).

Do you sell beautiful items for interiors and bodies or do you know how to make it? We are always looking for beautiful, bold and more sustainable ways of dressing people and homes. If you have the skills or the resources to supply us with awesome, high quality, responsibly produced clothing or interior goods, please contact us. Tell us about yourself, your business and products, and where you are located via our supplier page and you will receive our reply soon after.