contains the answers to the most frequently asked questions we receive from
customers regarding Shipping & Returns
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.
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
- International Registered Delivery
Service is always used, for every parcel.
- Full postal details are emailed to
each customer, for each order, after
- Signature on Delivery is required for
every package we send.
- Import Duty & Taxes are your
- 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.
are the different delivery services that are shown in the checkout - what is the
(Express Mail Service) = Fastest, but
most expensive - 3-7 days
Airmail = A balance of speed and
cost - 7-21
Economy Airmail = Cheaper but
slower - 3-7 weeks
(Surface) Mail = Cheapest, but
very slow - 6-13 weeks
- Prices shown at
checkout include International Registered Delivery as default
- Optional Insurance available -
averages 8 - 10% of product value, but not available to every
- Very large shipments can be sent via
DHL / FedEx / UPS - on your account (you have to instruct them to
collect from us).
bought a long time ago, and think my goods are overdue, what next?
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
- 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.
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.
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).
if a parcel is reported by the post office as genuinely lost?
the post office confirms parcel is completely lost -
the post office confirms parcel was delivered, but to the wrong address (due to our
We will send replacement items, by the same delivery priority, free of
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.
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
- 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.
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.
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
- 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
descriptions and photos are as accurate as we can make them - if
you are unsure of something, please ask, before
- 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.