FREQUENTLY ASKED QUESTIONS
ORDER & SHIPPING
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We currently ship to Canada, USA, Europe, Australia & Asia from our warehouse here in Montreal, Canada.
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Orders typically process within 1-2 business days, and delivery times vary based on your location.
We ship domestic (Canada) via Canada Post or Intelcom and international with USPS E-Commerce shipping for the fastest most reliable service available.
(All prices below in USD$)CANADA:
$8 for STANDARD shipping
Australia Post Standard 4-7 business days
FREE for all orders OVER $100
USA:
Under current U.S. Customs rules, shipments valued at under $800 USD generally enter the U.S. without tariffs or duties. Since most of our orders are well below this threshold, you should not expect additional customs charges.However, for larger orders where the total shipment value exceeds $800 USD, U.S. tariffs and duties may apply. Any such charges are the responsibility of the customer and are not included in the checkout price.
Please also note that U.S. Customs processing times can occasionally cause shipping delays. While this is rare for smaller shipments, we will keep you updated if we become aware of any delays.
We appreciate your understanding and support.
$10 for STANDARD shipping
International Standard 4-8 Business Days
FREE for all orders OVER $100
EUROPE:
$20 for STANDARD shipping
USPS International Shipping 2-3 weeks
FREE for all orders OVER $100
ASIA:
China, Hong Kong, India, Japan, Malaysia, Saudi Arabia, Singapore, South Korea
$25 for STANDARD shipping
Express International Shipping 2-3 weeks
FREE for all orders OVER $100 -
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Yes! You can make changes to your order within 30 minutes of completing your purchase.
You can edit your order directly from:
The confirmation page right after checkout, or
The link in your order confirmation email.
After the 30-minute window has passed, your order will begin processing and we won’t be able to make any further changes.
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HOW DOES IT WORK?
A pre-order means that your jeans are in the production process but they are not at our warehouse yet and the customer is able to make an order and reserve the piece for himself. After the end of the production our manufacturer will ship it to us. Once we receive it at our warehouse, we will be able to ship it to you. Easy.
HOW LONG WILL MY ORDER TAKE?
We’ve prepared the pre-order to be as smooth and quick as possible for you. Materials and hardware are ordered in one batche and we’ll be receiving and shipping orders in one batche.
That being said, our estimated time frame for processing, production and shipping is 4 - 8 weeks.
*time can vary from multiple reason*
WILL I RECEIVE UPDATES?
We wanna make sure the process is as smooth as possible for everyone involved.
To be as transparent as possible, we’ll have a dedicated “Updates” section on our website. We’ll post as many updates as possible regarding the production process, so you guys can stay up to date.
WHO CAN HELP ME WITH MY ORDER?
You can reach our customer support team through our website’s “contact” page, or you can email us directly at cedrik@gonepants.com
RETURNS & EXCHANGES
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We will gladly accept returns for store credit, exchange of size, or exchange of items. Please ensure your return meets the below requirements:
Store Credit & Exchanges: We happily accept returns for store credit or exchanges within 14 days of receiving your order, provided items are in original condition, unworn, unwashed, and with all tags attached.
Refunds:We do not offer refunds for change of mind, incorrect sizing, or unwanted items.
Refunds will only be issued if:The item is faulty, or
You have received the wrong item from the initial order confirmation.
If either of these apply, please reach out to our customer support team with your order number and clear photos so we organise you an exchange, credit, or refund once approved.
How to start a return: To initiate a return for store credit or an exchange, please visit our Returns Portal. If you experience any issues please contact us at Cedrik@gonepants.com.
All return costs are to be covered by the customer. New shipments for an exchange of size/item will be paid for by us.
GONE® reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by GONE®.
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To make a return/exchange, please follow the steps via our returns portal here. We will only accept returned item(s) that have been processed using our returns portal.
USA Customers:
Please contact our customer support team via cedrik@gonepants.com with all relevant information including your FULL NAME, ORDER # and items you would like to return/exchange so our team can process this for you as quickly as possible.
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We will gladly accept a return for a store credit, exchange of size, exchange of item & refunds. Please ensure your return meets the below requirements:The item is unworn and in original condition with all tags still attached
The item is packaged back into it's original packaging.
The item must be returned within 14 days of delivery date
The item has absolutely no marks or stains
The item does not have any odor (including deodorant, perfume, body odor or washing powder)
All return costs are to be covered by the customer.
New shipments for an exchange of size/item will be paid for by us.
Faulty items will be reviewed by the team once processed in our returns portal and if accepted, we will cover the return costs.GONE® reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by GONE®.
For all other enquiries please contact gone@gonepants.com
PRODUCT & SIZING
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Our pieces are designed for a timeless, relaxed style fit. To find the perfect size for your specific measurements, please refer to our size guide, which provides detailed measurements, model height/weight and sizing plus fit recommendations for each product. If you're unsure, please feel free to reach out to our GONE team, as we receive sizing questions every day, we are more than happy to assist!
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To maintain the quality and longevity of your Gone garment, we recommend:
Washing in cold water with similar colours
Using mild detergent and avoiding fabric softeners
Air drying in a shaded area or tumble drying on low to preserve fabric integrity
Avoiding bleach or harsh chemicals
Following these care tips will ensure your pieces stay in great condition.
BRAND & COMMUNITY
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GONEPANTS is more than just an essentials brand, we're about building timeless wardrobes that blend nostalgia with modern minimalism. Our pieces are designed for longevity, using high-quality fabrics and versatile silhouettes. Whilst product is amazing, community comes first. We strive to educate and grow alongside the community that has provided us with the opportunity to be our most authentic, creative selves.
Making sure that we evolve with the people who wear the brand is a priority at all times. -
oin our fast growing community by following us on Instagram, where we share the latest drops, styling inspiration, and behind-the-scenes content.
You can also subscribe to our newsletter for exclusive updates, special offers, and early access to ALL new releases.
MORE
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PAYMENT
We accept most major credit cards (Visa, Mastercard, and American Express) via Apple Pay, Shopify Pay, and Google Pay. We reserve the right to require additional identification verification for international or suspicious orders in efforts to prevent credit card fraud.
PRODUCT AVAILABILITY
Although availability may be indicated on our site, we cannot guarantee product availability. We reserve the right, without liability or prior notice to revise, discontinue, or cease to make available any or all products or to cancel any order.
WHEN WILL MY PACKAGE BE DELIVERED?
You will receive a separate email including parcel tracking information once your order ships. Order processing is approximately 1-5 business days. Expect delivery time around 3-7 business days for Canada, Usa. And expect a delivery time of 7-22 business days for international delivery
HOW CAN I REACH YOUR CUSTOMER SERVICE TEAM AND WHEN SHOULD I EXPECT A RESPONSE?
For customer service inquiries only, please email cedrik@gonepants.com. We do our best to respond to all customers within 48 hours. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.
CAN I MAKE CHANGES TO MY ORDER ONCE ITS BEEN PLACED?
Due to the extremely limited nature of our products, all sales are final. Orders can not be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.
IS THERE A LIMIT TO HOW MUCH I CAN BUY?
Due to the exclusivity of our products, some items may have limits placed on the maximum quantity that may be purchased in one transaction.
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A lot of our pieces are in very high demand and it's for a reason.
Our products are made in high end factories, with the best quality fabrics and then cut & sewn to our specific unique design.
Every item is designed by us and we take a lot of care in building each piece.
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Personal information we collect
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information, email address, and phone number. We refer to this information as “Order Information”.
When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.
How do we use your personal information?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
Sharing you personal Information
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
Behavioural advertising
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
Do not track
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
Your rights
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
Data retention
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
Changes
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
Contact us
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us via our Customer Support Channel.
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For customer service inquiries only, please email cedrik@gonepants.com
with your order number as a header. example “INQUIRY #0000”