F.A.Q
Any Questions?
Do you have any questions? Our customer service team is at your disposal and will respond as quickly as possible.
Feel free to contact us at info@gonellart.com.
Here are the questions you often ask us:
When will I receive my order?
Orders are generally shipped within approximately 6 business days.
It then takes between 8 and 22 business days for your item to arrive at your home.
During peak periods, it may take up to 8 days before shipping. Our packages are sent via La Poste, we do not work with pickup points.
My order is incomplete
Since we have different storage locations and work with different manufacturers, you may receive your products in separate packages. Do not worry if you do not receive everything at the same time.
Our average delivery time is 10 to 22 business days. Some packages may take a little longer than that.
Contact us at info@gonellart.com to report a missing item.
Can I cancel or modify my order?
We process orders quickly, usually within 12 hours.
For this reason, you have 12 hours after placing your order to send a cancellation or modification email to info@gonellart.com.
After this time, your items will have already been shipped, and we will not be able to modify your order.
The item I received is broken/defective?
Despite our careful selection of trusted carriers, your package may arrive damaged.
In this case, or in the event of a manufacturing defect, contact us at info@gonellart.com with the following details:
- Your order number
- A description of the issue (wrong/defective item, etc.)
- A photo or video
You will not need to return the product, and we will refund your order amount directly in the form of a store credit (if you prefer another type of refund, please let us know).
What payment methods do you accept?
We accept the following payment methods on our website: Visa, American Express, Mastercard, Debit Cards, PayPal, and Bank Cards.
Are my personal details secure?
To protect your personal data, we take reasonable precautions and follow industry best practices to ensure it is not lost, misused, accessed, disclosed, altered, or destroyed inappropriately.
If you provide us with your credit card information, it will be encrypted using SSL security protocol and stored with AES-256 encryption.
Although no method of transmission over the Internet or electronic storage is 100% secure, we comply with PCI-DSS standards and implement additional security measures widely recognized in the industry.