Frequently Asked Question
What Products Do You Offer?
Gugu Collects offers handmade beaded bag charm keychains featuring cat, panda, and character-themed designs. Each product page includes images and item-specific information such as materials, dimensions, colors, and components.
You can view the available products in our Beaded Bag Charm Keychains collection.
How Can I Place an Order?
Browse the available products, select the item you would like to purchase, and click Add to Cart. Review your cart and follow the checkout instructions to provide your delivery and payment information.
After successfully placing your order, you will receive an order confirmation email.
What Payment Methods Do You Accept?
We accept the following payment methods:
- American Express
- Apple Pay
- Diners Club
- Discover
- Google Pay
- Mastercard
- PayPal
- Shop Pay
- Visa
What Happens if My Payment Is Declined?
If your payment is declined or interrupted, your order will not be confirmed. Check that your payment and billing information is correct, or contact your bank or payment provider for further information.
You will receive an order confirmation email after the payment has been successfully processed and the order has been submitted.
How Long Does Shipping Take?
Orders are processed within 1–2 business days and shipped through USPS or FedEx. Shipping normally takes an additional 4–7 business days after dispatch.
The estimated total delivery time is 5–9 business days. Orders placed after the cut-off time, on weekends, or on applicable U.S. holidays will begin processing on the next business day.
Order cut-off time: 3:00 PM (GMT-06:00) Central Standard Time (Chicago)
How Much Does Shipping Cost?
Standard shipping within the United States costs $7.00 for orders with a subtotal between $0.01 and $69.99.
Standard shipping is free for orders with a subtotal of $70.00 or more. The applicable shipping charge will be displayed during checkout before the purchase is completed.
Do You Offer International Shipping?
No. Gugu Collects currently ships only to eligible delivery addresses within the United States.
How Can I Track My Order?
After your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and available tracking information.
If you have not received tracking information within four business days after placing your order, contact us at support@gugucollects.com and include your order number.
What Is Your Return Window?
Eligible products may be returned within 30 days after receiving the order. Returned items must be unused, undamaged, and in their original condition and packaging, with any included components or accessories.
Please contact us before returning an item so we can review the request and provide the applicable return instructions.
Who Pays for Return Shipping?
Gugu Collects provides a prepaid return shipping label for eligible returns. Follow the return instructions provided by our customer service team before sending an item back.
Do You Charge Restocking Fees?
No. Gugu Collects does not charge a restocking fee for eligible returns that meet the conditions stated in our Return and Refund Policy.
How Long Do Refunds Take?
After a returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds are issued to the original payment method. It may take up to 10 business days for the refund to appear, depending on your bank or payment provider.
How Can I Contact Gugu Collects?
If you have questions about a product, order, return, or shipment, please contact us using the information below.
Gugu Collects
Operated by Gugu Studio LLC
Operating address: 1020 104th St Ste 120, Naperville, IL 60564, United States
Phone: +1 312-428-0808
Email: support@gugucollects.com
Customer Support Hours
Monday–Friday: 9:00 AM–6:00 PM
Saturday and Sunday: Closed
Time zone: (GMT-06:00) Central Standard Time (Chicago)
Chicago local time is observed, including daylight saving time (GMT-05:00) when applicable.
Response time: We typically respond within 1–2 business days.