F.A.Q.

 

  1. I have questions about my order who do I contact?
    1. Please direct all emails to swag@shop.gitlab.com. Someone will be in touch within 48 working hours of your initial request.
  2. When can I expect my order to arrive? How long does shipping take?
    1. Once you receive your order confirmation, shipping usually takes 2-3 weeks depending on where you are located. Our fulfillment center is located in the U.S., so U.S. orders generally arrive faster.
  3. Will I be charged VAT/ Taxes upon arrival?
    1. Great question. We do provide the customs paperwork for all our international orders and handle customs fees for all larger (any order with 5 items or more)  international shipments. Unfortunately, for smaller orders, like a one shirt order, UPS does not support the option to pre-pay customs fees. However, we’ve found most countries don’t bother with collecting customs for these smaller orders due to the time and effort required. Generally speaking, I would say most of the time we will take care of VAT because UPS will retroactively bill us if they do decide to collect it. There are some exceptions like Vietnam does require the recipient to pay for a formaldehyde test but that’s fairly rare from what we’ve seen.
  4. I did not get an order confirmation did my order go through?
    1. You will not get an order confirmation till we have approved the order on the back end this can take up to 24 hours. We do this to insure you do not get charged if for some reason we might have issues fulfilling your order (low stocking, customs issues…). Thanks for your patience we, we hope to get this more streamlined over time.
  5. I would like to cancel or edit my order how do I do so?
    1. Please send an email to swag@shop.gitlab.com. Please note we can only cancel orders that have yet to be sent into fulfillment. Once in the fulfillment process i is out of our hands and in transit already.
  6. My item arrived and there is something wrong with it (contents do not match my original invoice, item damaged…), how can I get help fixing this?
    1. If for some reason there is an error in your order please do contact us for a refund or replacement.
  7. I ordered the wrong size do you accept returns?
    1. We do not currently accept returns on any items due to the complications of international shipping and restocking. If for some reason there is an error in your order please do contact us for a refund or replacement.
  8. I would like to suggest a new item for your store or I have a design idea to submit, where can I submit?
    1. https://gitlab.com/gitlab-com/swag_suggestions Feel free to upvote current issues/ requests. Note that if an issue is closed it means we have produced the item or it is in production.