Shipping and Returns
Shipping
Each hat is handmade and made to order.
That's why we need a little time to create your piece with the care it deserves.
Estimated delivery time
The estimated delivery time is between 3 and 5 business days from order confirmation .
This timeframe includes the artisanal production process and preparation for shipment. During periods of high demand or special campaigns, times may vary slightly. In the event of any significant delays, the customer will be informed.
National shipments
Shipments within Spain are made through trusted logistics operators, selected to ensure that your hat arrives in perfect condition.
The estimated delivery time once the order has been shipped is 24 to 72 business hours.
International Shipping
We ship to Europe and certain international destinations.
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Delivery times may vary depending on the destination country.
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Any applicable tariffs, taxes, or customs fees will be the responsibility of the customer.
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Gorka González is not responsible for delays resulting from customs processes or circumstances beyond his control.
Order tracking
You will receive an email with the tracking number as soon as your order is on its way.
Responsibility in delivery
Gorka González will not be responsible for delays resulting from force majeure, external logistical incidents, or incorrect data provided by the client.
Returns
We know that each piece has a special connection, but if something isn't as you expected, we want to support you through the process.
You can request a refund within 14 calendar days of receiving the order .
For the return to be accepted:
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The item must be in perfect condition.
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It must not have been used.
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It must be kept in its original packaging.
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It must not show any alterations, damage, or signs of use.
Customized products
Customized products, configured or made to order according to the customer's specifications are not eligible for return, except in the case of manufacturing defects, in accordance with article 103.c of Royal Legislative Decree 1/2007.
Size changes
We understand that size is essential in a hat.
If you need a size change:
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You must request it within 14 calendar days of receipt.
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The item must be unused and in perfect condition.
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The change will be subject to availability.
If the model is not available in the new size, an alternative or refund will be offered.
The costs arising from the exchange may be borne by the customer, except in cases of error attributable to the brand or product defect.
Return or exchange procedure
Our shipping service will proceed to collect the package at the address you provide.
To process a return or exchange, please write to us at:
Indicating:
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Order number
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Full name
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Reason for return or exchange
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Pickup address
Once the item has been received and its condition verified, the corresponding refund will be processed using the same payment method used for the purchase, within a maximum period of 14 calendar days.
Defective products or incidents
If you receive a product with any defect or issue, you must report it within 48 hours of receipt by writing to:
Enclosing:
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Order number
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Product photographs
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Detailed description of the incident
In these cases, Gorka González will assume the costs of collection, replacement or refund, as appropriate.
Personalized attention
If you have any questions before or after your purchase, you can write to us at:
Each piece is unique.
And every customer too.