Last updated: July 21, 2026
Order changes and cancellations
Orders enter production quickly. Requests to change or cancel an order must be submitted within 6 hours of purchase. Email support@gothicwall.com with your order number and requested change. We aim to respond promptly, but approval cannot be guaranteed after production has started.
Custom-made products
Our products are made to order. We therefore do not accept returns or exchanges for change of mind, an incorrect size or product selected by the customer, or minor color differences caused by screen settings.
Damaged, defective, or incorrect orders
If your item arrives damaged, contains a printing defect, or differs from what you ordered, contact us within 14 days of delivery. Include your order number and clear photographs of the item, shipping label, packaging, and damage or error.
We normally review complete claims within one business day. If we confirm an error attributable to GothicWall or our production partner, we will offer an appropriate solution, which may include a free replacement or refund. Replacement delivery is generally expected within 15 days, although carrier delays may occur.
Lost parcels
If tracking shows no delivery or the carrier confirms that a parcel is lost, contact us so we can investigate and determine whether a replacement or refund is appropriate.
Authorized returns
Do not mail an item back before receiving return authorization from us. Unauthorized returns may not be accepted. When a physical return is required, we will provide instructions.
Return address:
GothicWall
30 N Gould St Ste N
Sheridan, WY 82801
United States
For an approved claim caused by our error or a damaged item, we will explain the applicable return-shipping arrangement. For any return approved as an exception for another reason, return shipping and any original shipping charges may be the customer’s responsibility.
Refunds
Approved refunds are issued to the original payment method. After a refund is processed, banks and payment providers commonly require 5–10 business days to post it. Original shipping charges, duties, and taxes are non-refundable unless required by law or the issue was caused by us.
Contact
Email: support@gothicwall.com