Refund policy

Cancelling your Order and Returning Products

If you need to make a return, please review your item(s) upon delivery. Retain packaging if you are considering a return. If there is an issue with your order, contact us at customerservice@edwardgorey.org with an email within two (2) days of receipt. If you receive a damaged, defective, or incorrect item, we’ll make it right. Once an item has shipped, cancellation is not possible.

To be eligible for a return within the 48 hours from receiving the order, your item must have be unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@edwardgorey.org

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Lost Package Policy

We take great care in packing and shipping every order and work closely with our shipping partners to ensure reliable delivery. If an issue arises, we are here to help.

A package is considered lost if:
- Tracking shows no movement for 10 business days after shipment, or
- The carrier confirms the package is lost in transit

Packages marked as “delivered” by the carrier are not automatically considered lost.

Reporting a missing package

If your order appears to be missing, please contact us within 7 days of the delivery date shown on the tracking information. When reaching out, we may ask you to:
- Confirm the shipping address provided at checkout
- Check with household members, neighbors, or building management
- Allow 24–72 hours after a delivery scan, as carriers may mark packages delivered prior to arrival

Carrier investigation

Once a package meets the carrier’s criteria for a lost shipment, we will open a formal claim on your behalf. Investigation timelines vary by carrier and destination, particularly for international orders.

Resolution

If a shipment is confirmed lost in transit, we will offer one of the following at our discretion:
- A replacement (subject to availability), or
- A refund to the original form of payment

Limited-edition or artist collaboration items may not always be eligible for replacement.

Delivered but not received
Orders marked as delivered by the carrier are considered fulfilled. We are not responsible for packages lost due to theft after delivery. We strongly recommend shipping to a secure address.

Incorrect or incomplete addresses
We are unable to replace or refund orders shipped to an address provided incorrectly at checkout.

International orders
International shipments may experience delays due to customs processing. Packages delayed by customs are not considered lost unless confirmed by the carrier. Resolution options will be determined after the investigation is complete.

Personalized Products

We sell certain products which can be Personalized. If you have placed an order for a Personalized product, please ensure you carefully review your personalization information before submitting your order. In particular, please make sure that you check that the name, spelling, and grammar are correct as these cannot be changed once your order has been submitted.

We can refuse Personalized orders at our discretion. If we decide to refuse a Personalized order, your order will be cancelled and fully refunded.

Please note that our terms and policies regarding cancelling or returning your order (see above) does not apply to personalized products unless there is a manufacturing error or product defect.

For further details, please read our Terms of Sale.

We truly appreciate your support of the Edward Gorey Charitable Trust store and thank you for your understanding. If you have questions about your order, please contact us and we will do our best to assist.