Orders & Payments
Payment method
Guajii accepts payment via Visa, Master Card, American Express and Google Pay, Apple Pay, Union Pay, iDEAL and PayPal.
Change or cancel order
If you need to make any changes or cancel your order, please contact us at hello@guajiidesign.com as soon as possible after placing your order. Please include your order number and all details of the changes to be made to expedite the process. Please note, we are unable to cancel or make any changes to orders that have already left our warehouse.
Order processing time
All orders ship within 1-3 business days from the date of your order confirmation. Once your order has shipped, you will receive a confirmation email with a link to tracking information for your package. Kindly note that shipping times estimated at checkout do not include order processing time. All orders received before 12pm CET will be processed the same day; any orders placed after 12pm CET will be processed on the following business day. Orders placed during the weekend or on a holiday will be shipped the following business day.
For information about shipment times, please visit our shipping & returns page.
Kindly note: International (non-EU) orders are subject to be flagged in customs for collection of tax and duties on imports. In this scenario, shipping time can be significantly delayed and in some cases the customer is required to retrieve their package from the customs office.
Tracking order
From the time of receiving the shipment confirmation email, please allow 24 hours for EU shipments and 48 hours for international (non-EU) shipments for the tracking information to update. If tracking still hasn’t updated after this time, please contact us at hello@guajiidesign.com with your order number and we are happy to look into this further.
Out of stock
While we do our best to make sure our website reflects exactly what’s stored in our inventory, kindly note that the way we source our materials and produce our bags means that some of our items are only available in small quantities and may, therefore, be sold out. But we're probably hand weaving a new batch this very moment and will restock soon. Please contact us at hello@guajiidesign.com to be added to a waitlist and we will send you an email once the item is back in stock.
Damaged items
We are sorry to hear that your order arrived in a less than perfect condition! In the unlikely event that you have received an item that is damaged or incorrect, please notify us immediately. We will work with you to arrange a return, replacement, refund or credit.
Damaged items must be reported within 7 days of receipt. Please email hello@guajiidesign.com with your order number and photos of the damage and we will be happy to assist you.
Gift-wrapping
We do not offer specialized gift-wrapping for our orders but all of our items are hand wrapped using tissue paper and stickers and are delivered in a branded box. If you're giving a bag as a gift, you can leave a note for the recipient in the "Order Notes" box when you check out. We will hand write the message on a printed Guajii note card that will be included within the parcel.
Gift receipt
We do not include any price tags on any items. We include a dispatch note inside the parcel but no invoice so the recipient will not know how much the items cost.
E-gift card
Have an e-gift card, but don’t know its balance? Please call us at +31 (0) 625 415 215 or email us at hello@guajiidesign.com . Please have the gift card number readily available.
Any gift card purchased online at www.guajiidesign.com is redeemable online only. The gift cards can be any amount up to €350 and cannot be purchased at a discount. Our gift cards have no expiration date, service charges, or dormancy fees. They’re non-refundable and cannot be redeemed for cash (except where required by law). Apologies if you’ve lost your gift card — unfortunately we can’t replace it.
*all gift cards are final sale.