Refund policy

Refund and Exchange Policy 

All apparel is made especially for you as soon as you place an order, which is why it takes us a bit longer to deliver it to you, and why most items have a "no returns or exchanges" policy unless there is a manufacturing defect or misprint.

To start a return/exchange inquiry, you can use our contact page or email gusto@gusnyc.com within 14 days of receiving your order. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Returns and exchanges must not be worn, altered, or washed and with all tags attached in its original packaging. Merchandise returned worn, without original tags and/or not returned in original packaging may result in a delayed refund or not qualify for a refund as determined by our fulfillment team. Please note the determination of our fulfillment team is final.

Note: Every piece of apparel has a size chart attached to it, please confirm your size before ordering. Return/exchanges for sizing issues is at the discretion of our fulfillment team. If approved, exchanges can only be made for a different size of the same design/style/piece of apparel and returns will be charged a 12% restocking fee.

Flash Sale Return and Exchange

All sales are final, no returns or exchanges on our limited time flash discount sales.

Submit a self-service return request

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account:
    1. In the "Email" field, enter your email address, and then click "Continue".
    2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Submit request".

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund. Note you will be charged a 12% restocking fee.

Damaged items and other issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If Refund/Exchange is Approved

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method or a new item will be sent as an exchange. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Incorrect Shipping Addresses and Refused Delivery

We will make every attempt to validate the shipping address provided at checkout to insure it is recognized as a valid address with shipping provider. If we are unable to validate the address and we are unable to contact the customer to provide an updated address, the order will be cancelled.

We will not be held responsible if the customer provides the wrong shipping address and we are unable to recover the package.

Missing or Stolen Shipments

We are not responsible for missing or stolen packages. Often times there may be a delay in your package as our carrier hands it off to your local Post Office, even if tracking info says "delivered", please wait 1-3 additional business days.

If your tracking information shows that your package was delivered but you can't find it, carrier may have placed it in a safer location, please check:

• Mailbox
• Porch
• Garage
• Any area out of potential weather hazards
• Exterior doors and any locations where the package could be placed
• Check your mailbox again as some packages come separately from your regular mail
• Check with others in your house that may have accepted it
• Check with your neighbor

If you didn't receive your order but the shipping carrier is reporting that it has been delivered, please contact us as soon as possible. We will file a claim with the carrier who will perform a detailed investigation and potentially involve local law enforcement to recover your package. Once packages are shipped we cannot be held responsible for missing or stolen packages.