Shipping, delivery times and 30-day returns

Shipping across Europe

Orders placed on a working day are dispatched within 1 to 2 working days from our partner warehouse in the Netherlands. Delivery usually takes 2 to 5 working days within the European Union and 5 to 10 working days to selected destinations outside the EU. The exact shipping cost for your address is shown at checkout; delivery is free on orders from €99 to selected countries. Working days are Monday to Friday, public holidays excluded. Delivery times are estimates, not guarantees: carrier delays, public holidays, weather and customs can add a day or two. The countries we deliver to are listed at checkout; if your country is not offered there, we cannot accept an order for it.

Discreet packaging

Every order ships in a plain box with no logo, brand name or sender reference. The contents are never visible or identifiable from the outside, not to the courier and not to your neighbours. The name on your bank statement is a neutral company name.

Tracking

As soon as your parcel ships you receive a tracking link by e-mail. Tracking can take a few hours to show the first scan, and a status such as "delivered" can appear shortly before the courier actually hands over the parcel. If a parcel shows as delivered but you have not received it, check with neighbours and the pick-up point first, then contact the carrier and info@gaysteel.eu with your order reference.

Delivery address

Please check your address carefully: house number, floor and door for flats, and a phone number the courier can use. Address changes are only possible while the order has not been dispatched; mail us straight away if something is wrong. If a parcel comes back to the warehouse because the address was incomplete, the delivery was refused or it was not collected from the pick-up point, we contact you to arrange a reshipment or a refund; additional shipping costs may apply where the law allows.

Outside the EU: duties and taxes

Orders delivered outside the European Union may be subject to import duties, taxes or customs charges of the destination country. Unless stated otherwise at checkout, these are for the recipient and are not included in our shipping cost.

Returns: 30 days to change your mind

You may return an eligible item within 30 calendar days of receiving your order, no reasons needed (the law gives you 14 days; we give you 30). Tell us within that period, and send the approved return within 14 days after our instructions.

Return conditions:

• Products must be unused, unopened where sealed, and returned in the original brand packaging with all accessories. Within the legal 14 days you keep your right of withdrawal even if you handled a product more than needed to inspect it; you are then only liable for any loss in value.
• For hygiene reasons, sealed products whose hygiene seal or protective packaging has been broken cannot be returned. This never limits your rights when a product is faulty, damaged or not as described.
• Announce your return first via info@gaysteel.eu with your order reference; you then receive the return instructions and address. Wait for those before sending anything, pack the item securely and keep proof of postage.
• Direct exchanges are not offered: return the item for a refund and place a new order for the size or model you want.

Return costs

Return shipping for a change-of-mind return is at your own cost. When the item delivered is wrong, damaged or defective, we cover the reasonable return costs after verification.

Refunds

Once your return is received, or you have shown proof of sending it, we refund the full amount including the standard shipping cost you paid, via your original payment method, at the latest within 14 days. An upgraded delivery option is not refunded.

Damaged, wrong or faulty items and the legal guarantee

Contact us promptly with your order reference, a description and a clear photo where useful. Depending on the case we repair, replace, reduce the price or refund, in line with EU consumer law. Nothing in this policy limits your mandatory consumer rights: every product carries the three-year legal guarantee of Spanish law for faults and non-conformity. The full conditions, including the model withdrawal form, are in our terms and conditions.