FAQs

GUTELA

Last updated: 27 August 2026

If your question is not answered below, email support@gutela.com — we reply within 24 hours on business days.

What does Gutela sell?

Gutela is a general store. We stock practical, well-made items across a range of everyday categories rather than specialising in one. Each collection is put together by hand, and we only list a product once we are satisfied it is worth owning.

How much does shipping cost?

Nothing. Shipping is free on every order, with no minimum spend and no handling fee added at checkout.

How long will my order take to arrive?

4-12 business days in total. That is 1-2 business days to process and pack your order, then 3-10 business days in transit.

Do you ship internationally?

Not at present. We ship to United States, all 50 states and the District of Columbia only.

How do I track my order?

Use our tracking link and enter your order number together with the email address you used at checkout. You will also receive a tracking number by email when your order is dispatched.

My tracking has not updated. What should I do?

The first carrier scan usually appears 1-3 business days after dispatch, so a new tracking number showing no movement is normal. If there has been no update for 7 business days, email support@gutela.com with your order number and we will open an enquiry with the carrier.

What if my parcel never arrives?

A parcel is treated as lost once 20 business days have passed since purchase and tracking still cannot confirm delivery. That is deliberately well beyond the 4-12 business day delivery window, because stalled parcels often reappear. Once a parcel is declared lost we will send a replacement free of charge or refund you in full, whichever you prefer.

What is your return policy?

You can request a return within 30 days from delivery. Items must be unused and in their original packaging. Email support@gutela.com with your order number to start the process, and post the item back within 14 days of the date we approve your return.

Who pays for return shipping?

Return postage is paid by the customer, unless the item arrived damaged, faulty or incorrect. In those cases we cover it entirely.

How long does a refund take?

Refunds are issued 5-7 business days after your return is received and inspected. Your bank then needs a further 5-10 business days to post the money to your account.

Can I exchange an item instead?

Gutela does not offer exchanges. Return the item for a refund and place a new order. In practice this is quicker, because your new order ships straight away instead of waiting for the original to reach us.

My item arrived damaged. What now?

Email support@gutela.com within 48 hours of delivery with photographs of the item and its packaging. We will arrange a replacement or a full refund at no cost to you, and you will not pay return postage.

Can I change or cancel my order?

Yes, at no cost, as long as it has not been dispatched. Email us with your order number as soon as you can. Once an order has left our facility it cannot be changed, but you can return it.

What payment methods do you accept?

Visa, Mastercard, American Express, Maestro and UnionPay, plus Apple Pay, Google Pay, Shop Pay and PayPal. The same list appears as payment marks in the footer of every page and beneath the Add to Cart button on every product page. Which wallet options you see can depend on your device and browser — Apple Pay only appears on Apple devices, for instance — but card payment is available to everyone. All prices are in USD, and sales tax is calculated at checkout rather than included in the displayed price.

Is my payment information safe?

Yes. The store runs over an encrypted SSL connection and card details go directly to our payment processor rather than to us. Gutela never sees or stores your full card number — we receive confirmation that the payment succeeded, a transaction reference, and the last four digits of the card.

How is my personal data handled?

It is used to fulfil your order and support you afterwards, and it is never sold or rented to anyone. Our Privacy Policy sets out exactly what we collect and what rights you have over it.

How do I contact you?

Email support@gutela.com, call +1 (445) 545-1683 during opening hours, or use our contact form. We are open Monday to Friday, 9:00 AM - 5:00 PM (ET).