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Quick FAQ
Duration to process my order
Once the order has been processed, a confirmation email will be sent to you. We usually take 2 working day to respond. Please note that our reply may go into your junk/spam email folder if you have not shopped with us online before. Alternatively, you can check the status of your order by logging into your account and then clicking on My Orders.
Duration to ship my order
Your order will be delivered to your doorstep within 5 working days (Post Laju / Gdex) from the date of payment clearance.
I still have not received my order.
If your order has not arrived by the delivery date, please contact us.
You can query the status of your order at any time in My Order in our website.
Bear in mind that during sale periods and promotions, delivery dates may be longer.
The items received are incorrect or are defective.
If you have received an item which is defective or wrong items, we will issue you a gift card plus the delivery expenses as soon as we receive them. We will inspect the condition of the items. You must enclose the billing / invoice slip in your return parcel. You may print the invoice from My Order in our website. We will communicate our finding and contact you via the email address you have registered with us.
What is your Return Policy?
Because we want you to be satisfied with your purchase and experience with us, you will be able to return your purchase(s) made at guzzi.com.my within 14 days of receipt of your order for a full refund. You are required to return us our product in its original unused condition. Please contact us to receive a Return Request Form in order to process your refund. Do include this Return Request Form in your return parcel for us to identify your purchase.
What is your Refund Policy?
The length of time your return is in transit is beyond our control. However, we will process your request as soon as we have received your return parcel. We would therefore require you to allow us at least 14 days to receive and process your return. We will write to you upon receiving your return parcel; the status of return will be mentioned in the email too.
If the condition of eligibility return is met, we will proceed to refund. It will take us 7 days to process your payment to you. The refund will be made via the same payment method used to make the purchase. It may require additional time for your bank to reflect the refund in your account. If you do not receive your refund within 7 working days, please contact us so that our team could check on the status of your refund.
We will refund full purchase price of the relevant product(s) returned to us excluding shipping charges (if any).
What is your Exhcange Policy?
Guzzi.com.my does not exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order.
What should I do if my item arrives damaged or faulty, or isn’t what I ordered?
Our leather shoe quality is paramount to us. We had thoroughly tested all products in a stringent manner to ensure our products deliver performances to their use for which they were designed for. It is extremely rare for our leather shoes products to be damaged or defective.
Returned products are inspected by our Quality Assurance Department. If there is any damage to the product as a result of a manufacturing defect or deviation from production specifications, we undertake to fully refund the cost of any defective products.
If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund product which is:
- Obtained from a source other than from guzzi.com.my
- Damaged negligence of use (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
- Damaged by misuse or activities other than the intended purpose
Eligibility of Return
- Return process must be initiated within 14 days of order receipt.
- Items should not be used, worn and should be in its original packaging box with its original label/hangtag has not been detached or removed.
How do I return the items to you?
There are 2 ways of returning the products to us. All returns must be accompanied by billing / invoice slip. All products remain your responsibility until it reaches us.
Option 1
You may send the product to our office during normal working hours. Our working hour is from Monday to Friday 8.30am to 5.30pm. With this arrangement, you are able to exchange the product immediately (subject to availability). Please contact us before you make a trip to our office to avoid disappointment.
Office Address: 832, Jalan Kuyoh, Section 2, Seri Kembangan, 43300, Selangor (Google Map)
Option 2
You may make your own arrangements through any postal carrier but we recommend you use one who can give you a “Certificate of Posting” with tracking services until the parcel reaches us.
Duration to process my returned parcel?
If the condition of eligibility return is met, we will proceed to refund. It will take us 7 days to process your payment to you. The refund will be made via the same payment method used to make the purchase. It may require additional time for your bank to reflect the refund in your account. If you do not receive your refund within 7 working days, please contact us so that our team could check on the status of your refund.
The validity of Gift Card
2 months, from the date of issue.
Delivery Expenses on returning defected items?
If the product that returned has been proved damaged or faulty, or wrong item was sent to you, you will be given a gift card of the equivalent value of the item, plus the delivery expense incurred on sending us back the item. Please include the invoice slip and your original postage receipt in your parcel.
Delivery Expenses for returned / refund items?
You are required to pay for delivery fee.