~Common Problems~


My item hasn't arrived! Is it lost? This shipping is SLOW!
Estimated shipping times are covered in our Shipping section (here).
Read this before sending us a nasty rude email regarding delays for shipping:

Most complaints regarding wait times are easily avoided by utilizing something called
Common Sense. We ship with the fastest route available (Xpresspost within Canada,
Expedited in the U.S., and Air Mail everywhere else), if you need something more quickly
we do offer rush delivery for a fee.

Think of the distance between us and you, if we're shipping your order halfway across
the planet it will obviously take some time to reach you. Gloomth has yet to gain control
of space, time, or the postal carriers- until then you will need to exercise patience.
Occasionally a parcel will be delayed by customs at the border and there are longer waits
for arrival around the holidays. Sending us crass or nasty emails only results in us not
taking your complaints seriously, just because you can't see the human on the receiving
end doesn't mean we don't exist. Please, be polite- we're far more likely to try and help if
you behave like a respectful adult.

Gloomth is absolutely not responsible for any tariffs, fees, etc added on by Customs
agents- this is beyond our control. Please contact your customs or border people for
information on their process for this.


I never received my item!!!
Shipping takes time, in most cases the item has been delayed at customs or you haven't
picked it up at the post office. Contact your local post office if it has been over 4 weeks
since you got a "it has been mailed" email from us. Otherwise, please be patient. We do
not experience many lost parcels and do not traditionally give refunds for such, as it is
an easy thing to claim.

My order has been damaged!
The postal service is not always so kind to our parcels, unfortunately. We do our
absolute best to carefully wrap and package your item to prevent damage during transit.
We are clearly not responsible for any damage incurred by your own negligence, mis-use,
spillage, etc. If your order arrives and has a problem (i.e missing button) please contact
us immediately and we will see what we can do to help!

There's fur on my item!
Again we do our best to prevent this, as all items are physically inspected prior to
dispatch. We do have two cats who live in the same home as our studio is located, anyone
who owns felines knows of their remarkable ability to shed hair. We keep them out of the
studio as best we can, but there is always a faint chance of hair.


You refunded me for an item that wasn't in stock? It's on your site, why can't I order it?
Occasionally a design sells out really quickly. The shopping cart does not reserve items in
the store whatsoever, so if another person browsing has the same piece in their cart and
pays first they will get the item. We maintain all of our inventory manually, which
means that if you pay after someone else already has, before we've had a chance to alter
the inventory displayed, you will be refunded for the item or offered a replacement. If
you have been browsing our catalogue and adding things to your cart over a few days
please double check the availability of your choices prior to payment to reduce this
occurrence. Due to the limited availability of our items it is first come first serve. We
apologize for the inconvenience.

Unhappy with My Purchase - It doesn't fit!
The measurements posted in each listing are the actual measurements for that specific
design. We are very careful in measuring each and explaining what each size is as we
know how iffy online shopping can be. Please compare our measurements to your own,
you can find directions on obtaining your measurements (here).Please email us any
questions regarding size prior to purchase. If you do receive your item and find the size
you selected does not suit you please contact us, we may be able to find a solution.

We do not do refunds for "I don't like it", we will offer exchange for size problems if
possible.

I don't like it.
That's really not a very solid reason for a refund claim. We do not provide refunds, but
are often willing to exchange options on UNWORN, new merchandise within a certain
amount of time.

It smells weird !
One person's weird is another person's delightful. We often tuck a little Gloomth
Grave-Stink Pack in with apparel orders. The scents we choose for these are usually
non-floral light scents with vague names like "rain" and "linen". If you are terribly
allergic to scents please contact us at checkout and we will not include one in your parcel.

If the scent bothers you it will be gone by the first wash. :)

I want a refund!
Gloomth does not offer refunds, we are often willing to exchange a new, unworn item for
another in our catalogue- within a certain amount of time. We reserve the right to deny
any refund/exchange. Please contact us if you have a problem with your purchase as
soon as you can, we are usually very understanding.


IF YOU HAVE SOMETHING YOU WOULD LIKE TO RETURN TO US YOU HAVE EXACTLY
20 DAYS FROM THE TIME YOU CONTACT US TO SEND IT BACK. ALL RETURNS MUST
BE EMAILED TO US PRIOR TO SENDING OR YOU WILL NOT BE ABLE TO GET AN
EXCHANGE OF ANY KIND. WE DO NOT ACCEPT WORN MERCHANDISE AND ALL TAGS
MUST BE INCLUDED. IF YOU DO ENCOUNTER ISSUES WITH YOUR ITEM PLEASE
CONTACT US.


This policy page is only a guideline to answer questions to basic issues and may not apply
to your situation. Please contact us as soon as possible: taeden@gloomth.com

Refunds will NOT be offered for any merchandise purchased prior to February
18th, 2008.  We apologize for any inconvenience regarding this.


Privacy Information

We will NEVER sell or distribute ANY email/information given to us for the newsletter
or a contest, ever. We have NO ACCESS to your credit card/banking information as all of
that goes through Paypal. All we get is your email and address. We will NEVER sell,
distribute, or publish your shipping address or name to anyone at any time. Paypal's
privacy policy for your banking/credit information can be found on their site.

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If you have a question that remains unanswered, or a problem with your order please
contact us at taeden@gloomth.com.
When describing a problem please be as thorough as possible.
We want you to be happy with your purchase and will work to find a solution for
any problem. Please contact us right away if you have an issue with your order.

taeden@gloomth.com
~ Store Policy ~