Have a question about your order? These answers might help!
You will receive a confirmation email once you place your order! Make sure to check your junk/spam folders as well. If you still can’t find your confirmation email, contact our support team to have it resent!
You must request to cancel an order within 24 hours of the order placement. If you need to cancel your order, please contact our support team ASAP!
We cannot guarantee cancellations if the order has already been processed.
*Due to high volume, orders placed during Storewide or Holiday sales CANNOT be canceled once placed.*
If you need to change your shipping address, please contact our support team ASAP!
We cannot guarantee that your request will be seen before your order is shipped and we cannot change your shipping address once your order has been processed.
If you need to edit your order, please contact our support team ASAP! We cannot guarantee that your request will be seen before your order shipped and we are unable to edit your order once it has been processed.
*Due to high volume, orders placed during Storewide or Holiday sales CANNOT be edited once placed.*
If you have received your items and believe they are damaged/defective please send us an email with your order number, detail which of the items are damaged or defective and send through some images of the fault.
Manufacturing faults do not include loose threads, unmatched prints or wear and tear as these are natural occurrences.
Please contact our customer support team at email@example.com!
If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling debit/credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 - 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your debit/credit card.
To make sure your card doesn’t accidentally get run twice, please only click the "Place Order" button once!
Check out our full policy under Shipping Policy.
We ship orders worldwide!
*Shipping to Australia/New Zealand has been temporarily suspended due to Covid-19 carrier restrictions*
We do our best to process and ship all orders same day or next day (excluding pre-order items). Shipping times will depend on the carrier and the shipping option selected. *Please note: Carriers are currently experiencing slower shipping times due to COVID-19 and staff shortages. Reach out to your local carrier for any questions about receiving your package and possible delays.
FREE 3-4 DAY Shipping is automatically applied when you spend over $50. This excludes any items stated to be 'Pre-Order', storewide / holiday sales, and possible delays out of our control due to Covid-19. Please see below for more info.
2-3 DAY SHIPPING offered at Checkout (USPS / UPS Available). This excludes any items stated to be 'Pre-Order', storewide / holiday sales, and possible delays out of our control due to Covid-19. Please see below for more info.
Once your order has shipped, you will receive an email with a tracking number to track your order! Make sure to check your junk/spam folders because sometimes they get sent there.
If it has been more than 48 hours since you placed your order, chances are your order has been shipped. Sometimes carriers won’t scan your order until it has reached its destination. Please allow 1-2 business days for your tracking information to update completely!
We have partnered with Route, which is a package protection service for your Gold Hinge order! When you add Route at checkout, you are easily able to track your order and can file claims for lost, stolen or damaged items to receive a replacement or reimbursement for your items. We highly recommend that you insure your package with this affordable service.
Please note that if you chose not to insure your package with Route, Gold Hinge is not responsible for any lost or stolen items. If you feel as though your package has been lost or stolen, please submit a claim with USPS/UPS independently.
If your order contains a Pre-Order item, please allow an additional 2-3 weeks for your order to be processed and shipped.
If you did not order a Pre-Order item and you haven’t received your order within 12 business days, contact our customer support team at firstname.lastname@example.org!
You can view our full Return & Exchange Policy Here.
Exchange - you can exchange items that don’t fit for free! Fill out our return form and select an exchange. Once your return has been processed back at our facility, we will ship out your exchange items at no additional cost. *Only 1 FREE exchange label will be provided per order, shipping fees may apply on any additional exchange requests*
Store Credit- you can choose a store credit if you would like to swap out some of your items! Once your return has been processed, we will issue a store credit to your Gold Hinge account which will be sent to your email!
At this time, we do NOT offer refunds to your original form of payment on any returned items. Thank you for your understanding and support of our small business as we grow!
Items purchased during Seasonal/Holiday sales, Warehouse sales, or Black Friday/Cyber Monday sales are FINAL SALE and are NOT eligible to be returned for credit OR exchange!
Pre-Order items are FINAL SALE and are NOT eligible for returns.
Once your return is delivered to our warehouse, your store credit/exchange will be processed and shipped within 1-2 weeks! You will be sent an email confirmation once the store credit has been issued/when the exchange ships out.