This page contains the answers to the most frequently asked questions we receive from customers regarding Shipping & Returns

Important - 

  We will do our best to assist in all cases where you approach us politely.  Abusive or aggressive communication does not encourage us to help you.

  Thailand is not in Europe or North America - It may seem obvious, but many people forget about geography when parcels are delayed.

What are the general details of how you ship my order?

• Postage cost & shipping weight are shown at checkout, together with a range of delivery services, including the average delivery time for each - you can choose the price / urgency that most suits your needs. 
• All goods are despatched from Thailand.
• International Registered Delivery Service is always used, for every parcel.
• Full postal details are emailed to each customer, for each order, after despatch.
• Signature on Delivery is required for every package we send.
• Import Duty & Taxes are your responsibility.
• Uninsured packages are despatched at Buyers Risk - if you need your package to be insured, please email us for the cost, before confirming and paying for your order.

What are the different delivery services that are shown in the checkout - what is the simplest comparison?

  EMS (Express Mail Service) = Fastest, but most expensive - 3-7 days Worldwide

  Airmail = A balance of speed and cost - 7-21 days Worldwide

  SAL Economy Airmail = Cheaper but slower - 3-7 weeks Worldwide

  Sea (Surface) Mail = Cheapest, but very slow - 6-13 weeks Worldwide

• Prices shown at checkout include International Registered Delivery as default
• Optional Insurance available - averages 8 - 10% of product value, but not available to every country.
• Very large shipments can be sent via DHL / FedEx / UPS - on your account (you have to instruct them to collect from us).

I bought a long time ago, and think my goods are overdue, what next?

We have no control over the routing, or delivery period, of an international parcel once it is submitted to the postal system.

Please remember - we are in Thailand, South East Asia - please apply common sense.  Roughly 2% of packages despatched become overdue for one reason or another.  Most of those are due to the reasons given below.  Remember other factors, outside of your, or our, control can delay packages too - hurricanes, floods, airline & postal strikes, terrorist attacks & war, international trade disputes etc. have all influenced delivery times during the many years we have been selling worldwide. Christmas postal overloads continue to be a factor every December.

• Every package must be signed for - someone must be at the delivery address to do that.
• If no-one is home, postal workers might leave it next door, or take it back to depot.
• Postal workers do not always leave an "attempted delivery / collect from depot" card (proven fact!).  You need to check with them, or the depot.
• If the transit period above has expired (from date of despatch) -
  • From our Despatch Email, take the Registered Delivery Number to your local post office collections counter, and ask if they are holding it, or have returned it to sender.  It can take up to six weeks for packages to be received here, from the date of return despatch.
  • Check with neighbours & family members if they have it - we have had a number of cases where this unearthed a "forgotten" package.
  • Check the Thai Post Track and Trace website here and the links they have to other post offices inbound parcels Track & Trace services.
• 9 out 10 "lost" parcels are returned to us because the postman left no card, and the Buyer did not collect from depot.
• If the above steps do not locate your parcel, then contact us by replying to our Despatch Email - we need the data it contains in order to assist you.
• We will launch a postal search to find your package - we will not issue refunds, or replacements, until the results of that search are known. 
• If you request one, we will email, free of charge, a scanned copy of the Registered Delivery / Proof of Sending slip, at any time after the typical transit period has expired.

If the address you had registered with GazLanNaThai, with PayPal (or any other payment method you used) at the time of payment was incorrect, then we will NOT send replacements, or a refund, after confirmed delivery to that (incorrect) address (of the first package).

What if a parcel is reported by the post office as genuinely lost?

• If the post office confirms parcel is completely lost -

  • We will send replacement items, by the same delivery priority, free of charge.

• If the post office confirms parcel was delivered, but to the wrong address (due to our fault) -

  • We will send replacement items, by the same delivery priority, free of charge.

  • We will also advise you of the address to which it was delivered, so that you may pursue original parcel recovery if you wish to.

What happens if I miss the postman, or my post office returns it to you?

If for any reason, your post office cannot deliver, and returns the package to us in Thailand -

• We will inform you the same day, by email.
• We will send you an invoice for redelivery costs, unless a mistake by us caused the non-delivery, in which case we will re-despatch and send a new Despatch Email.
• Unpaid redelivery invoices after 7 days will be treated as "Package abandoned".
• We do not issue refunds or replacements for abandoned packages that were returned as "No-one home", "Address incomplete", etc.
• If a package is returned by your post office, you may request proof from us in the form of an emailed scan-image of the package address panel showing postal marks etc.

Other problems ?

The following are rare incidents, but do sometimes happen.  If you feel you need to return goods, we will send you a Returns Request Form, which you must complete fully, sign, and return to us (original copies only) before we will issue a returns authorisation number.  Goods returned without a returns authorisation will not be replaced or refunded, and the return postage will not be refunded.

• Goods received damaged ?
  • Please notify us within 24 hours of receipt, by email, then -
  • Email us photos of the packaging and goods - this often cancels the need to return items to Thailand before replacements are sent.
  • Please email photos within 72 hours of advising us of receiving damaged goods.
  • If you cannot email photos, then the Returns Request Form must be completed.
• Incorrect goods received ?
  • Procedure as above (for damaged goods).
  • We may ask you to return goods, either to our trading partners in the UK, or to us here in Thailand - it depends on the items.  
  • We will refund the return postage on our receipt of the incorrect goods.
• "I do not like it, I want a refund"
  • Our descriptions and photos are as accurate as we can make them - if you are unsure of something, please ask, before buying.
  • We hate to labour a point, but, we are in Thailand, not Europe or North America.  Local laws dictate a purchase is final, and it is the buyers responsibility to ensure fitness for use before payment.  We DO try to abide by the spirit of the EC Distance Selling Regulations, but we are not bound by them.
  • We only issue refunds in the most exceptional of circumstances.  Receiving rude or abusive communication guarantees no refund.