Refund policy

Return & Refund Policy
At GOTTO, we want you to feel confident every time you shop with us. If something isn’t right, we’re here to help.
Returns
We accept returns within 14 days of delivery for eligible items.
To qualify for a return:
Items must be unused, unworn, and in original condition
All original tags and packaging must be included
Items must not show signs of damage, washing, or alteration
Certain items may not be eligible for return, including:
Final sale items
Personalized/custom products
Hygiene-sensitive items such as underwear, swimwear, or beauty products
Refunds
Once your return is received and inspected, we will notify you regarding approval of your refund.
Approved refunds are processed back to the original payment method within 5–10 business days depending on your bank or payment provider.
Shipping fees are non-refundable unless the item arrived damaged or incorrect.
Exchanges
We currently do not offer direct exchanges.
If you would like a different size or item, please place a new order after your return is approved.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at:
online@gotto.store
Please include:
Your order number
Photos of the item and packaging
A brief description of the issue
Return Shipping
Customers are responsible for return shipping costs unless the item received was incorrect or damaged.
We recommend using a trackable shipping service, as GOTTO is not responsible for lost return shipments.
Order Cancellations
Orders may only be canceled before they are processed or shipped.
Once an order has been fulfilled, it must follow the standard return process.
Contact
For any return or refund questions, contact us at:
online@gotto.store
GOTTO