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Help & FAQs

  • 1. Do you charge for shipping?

    We offer free standard shipping with DHL GoGreen on orders above 29 € for Germany and on orders above 49 € for countries within the European Union. For all other orders, here are the corresponding shipping costs depending on the country zone for our apparel products. We offer reduced shipping costs for print products only (up to 4 prints):

    Germany: 4,95 € (apparel) / 2,95 € (prints)

    Zone 1 (EU) Austria, Belgium, Czech Republic, Denmark, France, Luxembourg, Monaco, Netherlands, Poland: 9,95 € (apparel) / 4,65 € (prints)

    Zone 1 (non-EU) Liechtenstein, Switzerland: 13,95 € (apparel) / 5,70 € (prints)

    Zone 2 Andorra, Hungary, Italy, San Marino, Slovakia, Slovenia, Spain, Sweden, United Kingdom: 10,95 € (apparel) / 4,30 € (prints)

    Zone 3 (EU) Bulgaria, Croatia, Cyprus, Estonia, Finland, Greece, Ireland, Latvia, Lithuania, Malta, Portugal, Rumania: 10,95 € (apparel) / 4,95 € (prints)

    Zone 3 (non-EU) Albania, Bosnia-Herzegovina, Faroe Islands, Greenland, Iceland, Montenegro, North Macedonia, Norway, Republic of Moldova, Serbia, Ukraine: 16,95 € (apparel) / 4,95 € (prints)

  • 2. How long will shipping take?

    We will process your order within 1-3 business days. During high season please note that processing your order may take longer.

    After processing, your order will be handed over to DHL for delivery. Please note that your order is shipped from our Berlin Office. So take into account the Standard DHL delivery time when placing your order, if you need it at a specific time. Here you can find the standard delivery time depending on the country of destination.

    Germany within 2 - 4 business days

    Zone 1 & 2 Andorra, Austria, Belgium, Czech Republic, Denmark, France, Hungary, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Poland, San Marino, Slovakia, Slovenia, Spain, Sweden and Switzerland, United Kingdom within 3 - 8 business days 

    Zone 3 Albania, Bosnia-Herzegovina, Bulgaria, Croatia, Cyprus, Estonia, Faroe Islands, Finland, Greece, Greenland, Iceland, Ireland, Latvia, Lithuania, Malta, Montenegro, North Macedonia, Norway, Portugal, Republic of Moldova, Romania, Serbia an Ukraine within 7 - 14 business days 

    Please be advised that our business days are Monday to Friday.

  • 3. Where do you ship to?

    We ship our products within Europe. As of today, we do not ship our products to other parts of the world. If you are interested in buying from us, please contact us at contact@guamayu.com.

  • 4. Do you offer express shipping?

    We currently do not offer express shipping regularly. If you need any express proceedings of your order please contact us via contact@guamayu.com

  • 5. Where is my order?

    We will process your order within 1-3 business days. During high season please note that processing your order may take longer.

    After processing, your order will be handed over to DHL for delivery. Please note that your order is shipped from our Berlin Office. So take into account the Standard DHL delivery time when placing your order, if you need it at a specific time. We do not have influence of delivery delays caused by DHL service.

    When your order has left our Berlin Office, you will be updated throughout its journey. Please use the tracking link provided in the shipping email for the most up to date status of your order. 

  • 6. Can I pick up / return my order at your office?

    We offer the option to pick up your order free of charge directly from our Berlin Office. To do so, please choose the delivery option during check out and bring your order confirmation.

    If you want to return your order you can also do this by bringing your purchased articles back to our Berlin Office. Please fill out the sample withdrawal form you will find in our Refund policy beforehand and send it via e-mail to the following address. Please inform us when you plan on returning the articles:  contact@guamayu.com 


    Guamayu Berlin Office
    Coate GmbH
    Muskauer Straße 24
    10997 Berlin

    Available pick-up times:
    Mo - Fr 10 a.m. – 6 p.m.

  • 7. How do I return my order?

    Here’s how to make a return: 

    1. Please follow the steps in our Returns Portal to initiate a return and get the return label free of charge for most European countries.*

    2. For returning the products please use the original packaging we used to send you the goods. In case you got a RePack bag, please note that our RePack bags already have an attached label for sending the emptied and folded bag to our partner RePack for cleaning and reuse. Please do NOT use this label to return your order. Send the goods you wish to return to the following address:

    Coate GmbH
    Muskauer Straße 24
    10997 Berlin 

    3. Once your return has arrived at our Berlin Office, our team will then check that the items are in their original condition. This process typically takes 5-10 business days. Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost. Take a look at our terms of service for more details.

     4. Once your return is accepted, a refund will be issued. Funds can take 5-10 business days to appear in the account of your original payment method.

     5. You will be informed of your refund via e-mail confirmation.

    * Please note, this option is available in corporation with DHL. However, some countries do not have DHL service stations. In this case, customers have to use a different service provider and process therefore. Please check our Refund Policy for more details.

  • 8. What is your return policy?

    You have the right to return from all orders. Please note, all items must be returned from the original shipping country, unworn and with all original packaging and tags attached within 14 days from delivery date. Returns from most European countries will be free of charge for you. Find more information in our Refund policy.

  • 9. Will I have to pay for my returns?

    We do offer free returns from the following European countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Sweden, Switzerland, Slovakia, Slovenia, Spain, United Kingdom.

    Unfortunately, returns from all other countries have to be paid by our customers. Get more information by reading our Refund policy.

  • 10. Will you refund my shipping fees if I make a return?

    Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect, or if your order was canceled.

  • 11. What payment methods do you accept?

    You can use any of the payment methods below to place an order:

    Visa

    Maestro

    MasterCard

    American Express

    PayPal

    Google Pay

    Apple Pay

    Shop Pay

    Direct debit by Klarna

    Payment in advance by Klarna

    Klarna Pay Later

  • 12. Do you sell gift cards?

    Yes we are offering gift cards. You can find them here.

  • 13. Do you offer discounts?

    We do offer discounts to various occasions.

    We also do offer discounts through our packaging provider RePack. Once you send back the reusable bags we used for the delivery of your apparel products, you will get a 10 % discount voucher applicable for all online shops participating in the RePack marketplace – including our shop!

  • 14. Where are your products made?

    Guamayu started as an idea to build a knitwear brand that extends a helping hand from the developed countries in Europe to Guatemala and connected regions in Mesoamerica. Therefore, we selected factories from Guatemala to produce our garments, although the sustainability aspect is not ideal in terms of the involved transportation for such a supply chain.

    In order to support workers in Guatemalas textile industry we decided to produce some of our products within the region. For example, our T-Shirts are made by NG Textiles and our socks are made by Zigatex. Both factories are located in the broader capital region of Guatemala. Learn more about our production and supply chain here.

    For the near future, we plan on extending our production to Europe for selected articles to reduce carbon emissions.

  • 15. Is your packaging sustainable and recyclable?

    Yes! We use two sustainable services for packaging your order.

    noissue
    For our printed materials and the delivery of smaller items we chose the noissue products, which are sustainable through and through. From minimum quantities to compostable tints, these products fit our values of sustainability directly on the head. Read more about their idealogy here.

    RePack
    We use reusable packaging for the delivery of your order and the environment loves this! Repacks not only are sustainable through their multi-use system, they also look the part. Read more about their impact here.

  • 16. My favorite product is sold out, when do you restock?

    Please be assured we are restocking and receiving new stock regularly.

    For updates on restocking and future product launches please subscribe to our newsletter and/or follow us on Instagram (don't forget to turn on post notifications) here.

  • 17. Will you expand your product range in the future?

    Yes! This is just the beginning of the journey. We’ve started with the everyday basics like T-Shirts and Socks and will soon be adding more products like Sweaters, Tank Tops and Longsleeves. We also plan on adding accessories and other hand made items produced from traditionally hand-woven Guatemalan fabrics.

  • 18. How do you decide the pricing of your products?

    It‘s not an easy task to decide pricing when you are starting a new brand within the apparel industry. Therefore, we decided to share our pricing strategy with you. The biggest part of the final price is production and transportation which contributes to almost 30%. Marketing is also a big contributor accounting to 20%. Packaging and delivery makes up 10%. The same applies to return costs, which we calculated to 10 % of the overall cost. Another important part of our pricing strategy are the donations to our partner organisations in Guatemala which sum up to 10% of the final price. This leaves 20% to cover administration cost, labor cost and revenue. 

    Our prices reflect these costs and we’re aware that they are currently out of reach for some people, however there are real reasons for this.

  • 19. Which materials are your products made of?

    We are currently working with regular cotton and recycled polyester. We know, that‘s not the most sustainable of all choices and we were planning on using organic cotton in the beginning. Unfortunately, we faced some difficulties finding producers in Guatemala working with yarn sourced from organic materials. Since we are a very small brand with low order quantities we couldn‘t entirely decide about all aspects of production on our own. Therefore, only a few options were left to choose from depending on the materials other brands were using already. Nevertheless, we plan on improving these circumstances and will be using certified organic cotton and/or bamboo in the near future.

  • 20. Will you offer a wider size range in the future?

    Yes! We are constantly looking for ways to improve and make Guamayu more accessible to everyone. But we are just at the beginning of our journey and therefore only offer XS-XL sizing as our standard.

    Once our product range and reach will expand we will get more inclusive. Therefore, we are looking to further expand our size range in the future!

  • 21. Do you have a size guide for your clothing?

    Yes, we offer a size guide and you will find all relevant information here.

    Our products are not gendered. Nevertheless, our clothing is designed with two fits - straight and curved, and is suitable for everyone. When shopping, please note which style you’ve selected as sizes vary per product.

    On our website, you can see size information on a product level by clicking on the product you are interested in and clicking ‘product details’. There are also details on what size the models in the pictures are wearing and details on their height in the product description.

  • 22. Do I need to create an account to place an order?

    No, if you'd prefer to check out without making an account that's no problem!

    We recommend creating an account so you can:

    1) View your order history

    2) Track your order status, returns status, and shipping

    3) Save your details for quicker checkout

  • 23. I‘ve forgotten my account password, how do I reset it?

    If you're having trouble logging into your account, simply click on 'recover password' on the account log in page, enter your e-mail address and we'll send you a link to create a new password. You can find the account log in page here.

    Please look out for the password reset e-mail in your spam as these e-mails can sometimes end up there!

    If you are still having issues logging in, please contact us under contact@guamayu.com for further help. Please provide as much detail of the error as possible, including screenshots.

  • 24. How can I subscribe/unsubscribe to the newsletter?

    Sign up to our newsletter and become a part of the Guamayu family. Discover the latest about the situation in Guatemala, the efforts of our partner organisations, meet the people behind the brand, shop our collections before everyone else and help us design a better future. And the best, all new customers get free shipping for signing up to our newsletter.

    You will find the sign-up form to our newsletter above the footer of our homepage.

    You have the option to unsubscribe from our newsletter at any time by clicking the link at the bottom of your newsletter email. Simply click where it says 'unsubscribe' and you will be removed from our mailing list.

  • 25. How do I return an empty RePack bag?

    You received our order in a reusable RePack bag and want to return the empty bag? 

    Here is how this works:

    1. Remove the label with your own address on it

    2. Fold the RePack bag following the creases to the size of an envelope

    3. Make sure the little flap with the RePack address is out and visible

    4. Drop it for free in any mailbox in the world

    5. Once the RePack arrived at its destination, you will get an e-mail with a reward

    You can get detailed information here.