Hi Patrina,
We’re truly sorry that your slides were lost in transit and that our follow-up was delayed. We completely understand how frustrating it was to receive the rest of your order but have no clear update on the missing item.
We have now arranged a free replacement shipment on July 21. You will receive a new QC video and updated tracking information by email once the replacement is processed.
Please keep an eye on your inbox and spam or junk folder for our latest message. We sincerely apologize for the delayed communication and the disappointing experience this caused.
Kind regards,
Gorchic Team
Hi Bella,
We’re sorry to hear about the concerns described in your review.
At present, we’re unable to locate an order using the name shown here, so we have not yet been able to verify the products or the previous communication you mentioned.
We would also like to clarify that a **$10 coupon is no longer used as our resolution for confirmed product defects**. If an item is verified to have a genuine quality or manufacturing issue, we will review the case under our after-sales policy and can arrange a **one-time free replacement** where applicable.
Please contact **[[email protected]](mailto:[email protected])** with your order number, the recipient name, and clear photos or videos showing each defective item, the package label, and the specific hardware, material, or stitching concern. Once verified, our team will provide an appropriate solution.
We take genuine quality concerns seriously and remain willing to investigate and resolve this properly.
Kind regards,
Gorchic Team
Hi Rise,
We have received your refund request.
We’re sincerely sorry for the confusion, concern, and frustration this experience caused.
We would first like to clarify that the billing descriptor shown on a customer’s card statement may differ from the Gorchic website name. This is because international payments are processed through a third-party acquiring bank, and the descriptor displayed is issued by that payment institution. This information is disclosed before payment. After a successful transaction, customers receive both the bank’s payment notification and a separate Gorchic order confirmation.
Regarding the difference between the checkout total and the amount shown on your statement, the additional amount was related to cross-border payment processing between financial institutions and was not retained by Gorchic. We understand that this was concerning, especially because the billing name was unfamiliar. During our communication, we offered to cover and refund the additional charge ourselves so that you would not have to bear the cost.
We also sincerely apologize that our WhatsApp team did not respond promptly. However, our TikTok customer service team did communicate with you and provided refund options. The initial 10% deduction discussed was related to the processing cost for reversing an international transaction, rather than a cancellation fee kept as profit by us. Because you were understandably concerned about this charge, we also offered a full refund without deducting any processing fee.
Our dedicated customer service specialist, Jenny, has remained in contact with you and has confirmed the final solution of a full refund with no fee deducted, with the related processing cost covered by us.
We’re truly sorry that our earlier communication was not clear or timely enough and that this resulted in such an unpleasant and worrying shopping experience.
Kind regards,
Gorchic Team
Hi Amanda,
We’re truly sorry for the delay, confusion, and frustration this experience has caused. We have sent all the tracking via email and text. Please check your junk folder.
Due to updated U.S. customs procedures and increased inspections around June 30, a large number of international shipments experienced clearance delays. Your original package arrived in Los Angeles and was selected for customs inspection, which is why the tracking remained unchanged for an extended period.
We previously explained the customs delay, and your order has remained fully covered under our shipping protection policy. To ensure that you receive your bag, we arranged a one-time replacement shipment on July 16th. The new QC video and tracking information you received relate to this replacement package, not false tracking information. Since the original parcel may still be released by customs, there is a possibility that you could eventually receive both packages.
Please rest assured that we will continue monitoring both shipments until delivery. If your order has still not been received after 29 days, we will also arrange a refund of the shipping fee.
You can log in to your order account at any time to view the latest tracking updates. We sincerely apologize that our communication did not feel timely or personal enough, but your order is protected, and we will make sure you receive your package.
Kind regards,
Gorchic Team
Hi there,
We’re very sorry that the wallets and your customer service experience did not meet your expectations.
This wallet style has been sold to thousands of customers, and complaints regarding odor have been extremely rare. The material is microfiber leather rather than genuine leather, so a slight temporary material or packaging odor may occasionally be noticeable when the item is first opened after being sealed for international shipping. This usually fades after the wallet is left in a well-ventilated area.
However, we understand that the odor has affected your ability to use the items. Our dedicated customer service specialist has therefore offered you a **one-time free replacement in another style**. Please let us know whether you would accept this solution, and we will continue assisting you directly.
Our records also show that we replied to your email within 24 hours. If you have not seen our response, please check your spam or junk folder, as our messages may occasionally be filtered there.
Regarding your concern that the QC video did not show the items you received, please reply to our email with clear photos of both wallets and the package labels so our team can verify this carefully.
Please don’t worry—we take your experience seriously and remain committed to resolving this properly for you.
Kind regards,
Gorchic Team
Hi Teresa,
We’re very sorry that the box was omitted from your shipment and that you did not receive a timely response.
Once we confirmed the warehouse packing error, we arranged a refund for the box fee. However, because a chargeback was subsequently opened with your card issuer, you have now received a full refund for the entire order, while the handbag remains in your possession at no cost.
We sincerely apologize for the inconvenience and frustration this situation caused. Thank you for bringing the packing and communication issues to our attention. We are reviewing this case internally and improving our warehouse verification and shipping processes to help prevent similar omissions in the future.
Kind regards,
Gorchic Team
Hi Lindy,
We’re very sorry for the delay and frustration caused while resolving the issue with your item.
We have checked our bank records and confirmed that the refund has already been issued from our side. Since this is a cross-border transaction between different financial institutions, the refund may require additional processing time before appearing in your original payment account. It is normally received within 7–10 business days, depending on your bank.
Please continue to monitor your original payment method during this period. Our customer service team will also remain available to help verify the refund status if it has not appeared after the expected timeframe.
We sincerely apologize that the resolution took longer than it should have and appreciate your patience.
Kind regards,
Gorchic Team
