FAQ - Frequently Asked Questions

How is my order confirmed?

Order confirmation from GTO is sent via email to the address provided in your profile.

Can I change or cancel my order?

Yes, independently, before checkout or within 48 hours of completion, by promptly sending an email to [email protected]. After this time, it will no longer be possible as the order is promptly sent to the warehouse for processing and shipping.

Is there a minimum purchase amount?

No, there is no minimum amount required.

What should I do if part of my order is missing?

If an item is missing, even if it appears on the delivery note, you should contact Customer Service ([email protected]), indicating the order number, the missing item code and name, providing photographic documentation of the delivered package contents: we will guide and assist you through the subsequent procedure.

What should I do if I receive a defective or wrong item?

If you receive a defective or wrong item, please contact us at [email protected] to arrange the replacement procedure. Refunds are not provided in these cases; once we process your request and receive the item back, we will promptly send the replacement item.

Who pays for return shipping?

The cost of returning to our warehouse, whether by courier or postal service, is exclusively the Customer's responsibility. The shipping of the new order will be covered by GTO Apparel.

How will the money be returned?

The full amount will be refunded via bank transfer to the bank account and corresponding IBAN registered to the purchaser: refunds are not made to names different from the purchaser.

When will the refund be processed?

The refund will be processed as soon as the returned product arrives at our warehouse.

Can I have my package delivered to an address different from my registration address?

During the order phase, you can specify a shipping address different from the one in your user profile; it's important to select this procedure before payment.

What days do you ship and with which courier?

Shipments occur Monday through Friday. All orders received between Friday and Sunday will be processed the following Monday. The courier used for GTO deliveries is BRT-BARTOLINI, during office hours on the aforementioned days.

What type of delivery service is available?

During order placement, you can select one of two available methods:

• 'delivery to recipient', i.e., to the address provided by the Customer;
• 'pickup point', i.e., delivery to the nearest collection point used by the courier, identifiable through the specific dropdown menu.

For delivery, does the courier contact the recipient to set up an appointment?

Not on the first attempt; if this fails, the courier will likely contact you to attempt delivery again: for this purpose, it's good to provide a phone number to facilitate reachability.

How do international shipments work?

For Customers ordering outside Italy, during the order process, in the shipping section there is a table showing the costs for each country within the European Union, which will be calculated at checkout. For shipments outside the European Union, it is mandatory to contact GTO Apparel beforehand at [email protected] to obtain a quote for the expected costs and finalize the order.

Is my order insured for shipping?

GTO does not insure orders under €200.00 (two hundred/00); therefore, in case of loss/damage/theft, the Customer will receive an all-inclusive refund of €1.00 (one/00) per traveling kilogram. For amounts over €200.00, insurance is provided for traveling goods, which will be calculated for the Customer during the order process.