FAQ
HOW MUCH IS SHIPPING?
Shipping is free on all orders.
HOW LONG DOES IT TAKE FOR ORDERS TO SHIP?
Every piece is made to order and is typically produced within 3–5 business days of purchase.
Once production is complete, your order will ship. Most orders arrive within approximately 9–14 business days after shipment.
Production and delivery timeframes are estimates and may be affected by carrier delays, customs processing, holidays, weather, or other circumstances outside our control.
If you have not received a shipping confirmation email within 3 weeks of placing your order, please contact us.
Some items may ship separately. If your order is split into multiple shipments, you will receive tracking information for each shipment.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally.
GALILEO is based in the United States, with orders fulfilled through our international production partners.
WILL I BE CHARGED TARIFFS OR CUSTOMS DUTIES?
For orders shipped to the United States and European Union, applicable tariffs and duties are prepaid, so you should not normally be responsible for additional import duties upon delivery.
For orders shipped to other countries, customs duties, import taxes, brokerage fees, or other charges may apply. These charges vary by country and are determined by local authorities. Unless otherwise stated at checkout, the customer is responsible for any applicable customs duties, taxes, or import fees.
CAN I RETURN MY PURCHASE?
We accept eligible returns for store credit under our standard return policy.
Return requests must be submitted within 14 days of delivery.
Customers are responsible for return shipping costs unless otherwise required by applicable law or the return is the result of an incorrect, damaged, or defective item for which GALILEO is responsible.
Under our standard return policy, returned items must be unworn, unused, and in their original condition. Items that show signs of wear or use, including fragrance, stains, damage, washing, or alteration, may not be eligible for store credit.
Once an eligible return has been received and inspected, store credit will be issued for the value of the returned item.
To request a return, sign in to your customer account using the email address associated with your order. Select the applicable order to view the return options available for your purchase.
If you are unable to submit a return request through your account, please contact us through our Contact page.
Depending on where you live, you may have additional statutory consumer rights, including rights to cancellation, withdrawal, refunds, or remedies for defective or nonconforming goods. These rights are not limited by our standard return policy.
Please review our Return Policy and Shipping policy for complete details.
WHAT IF MY ITEM ARRIVES DAMAGED, DEFECTIVE, OR INCORRECT?
If you receive an item that is damaged, defective, or materially different from what you ordered, please contact us as soon as reasonably possible.
Include your order information and, where appropriate, photographs showing the issue so that we can review your claim.
If we determine that an item was damaged, defective, or incorrectly fulfilled, we will provide an appropriate remedy, which may include a replacement, refund, store credit, or another remedy as required by applicable law.
CAN I CHANGE OR CANCEL MY ORDER?
Because our products are made to order, production may begin shortly after an order is placed.
To request a cancellation, sign in to your customer account using the email address associated with your order. If your order is eligible for cancellation, the option to request a cancellation will appear automatically.
Under our standard policy, cancellation requests may be submitted within 24 hours of placing an order. Customers in certain regions, including the European Union, may have additional statutory cancellation or withdrawal rights.
Submitting a cancellation request does not automatically cancel your order. We will review the request and confirm whether the cancellation has been approved.
If you need to change an order rather than cancel it, please contact us as soon as possible. Changes cannot be guaranteed once production, fulfillment, or shipment has begun.
If you are unable to submit a cancellation request through your account, please contact us through our Contact page.
WHAT IF I ENTERED THE WRONG SHIPPING ADDRESS?
Please contact us as soon as possible if you notice an error in your shipping information.
We may be able to correct your shipping address if you contact us within 24 hours of placing your order, but changes cannot be guaranteed once an order has entered production, fulfillment, or shipment.
If an order cannot be delivered because an incorrect or incomplete address was provided at checkout and the item must be reproduced, we may offer reproduction and reshipping for a fee equal to 50% of the original order value.
We will confirm any applicable fee with you before proceeding.
This fee does not apply where the delivery failure resulted from an error by GALILEO or where applicable law requires a different remedy.
WHAT IF MY PACKAGE IS LOST, DELAYED, OR SAYS DELIVERED BUT I HAVEN'T RECEIVED IT?
If your package appears to be lost, has not arrived within the expected delivery timeframe, or is marked as delivered but you have not received it, please contact us as soon as possible.
We will review the available tracking information and help determine the appropriate next steps. Please also confirm that the shipping address provided with your order is correct.
Please contact us regarding a potentially lost package within 2 weeks of the estimated delivery date whenever reasonably possible so that we can investigate with the carrier while tracking information and carrier records remain available.
This request period does not limit any mandatory legal rights you may have if an order is not delivered.
HAVING AN ISSUE WITH YOUR ORDER?
Please don't hesitate to contact us if you experience any issues with your order.
We will make every reasonable effort to review the issue and provide an appropriate resolution.