FAQ

1. What products does GonCustom sell?

GonCustom specializes in personalized and custom-made event decoration products designed for weddings, bridal showers, baby showers, memorial ceremonies, and special celebrations.
Our main products include personalized table runners, wedding bar banners, memorial chair signs, reserved seat signs, welcome signs, baby shower backdrops, custom photo banners, floral ceremony signs, and printable event decoration. Each item is made to order with the customer’s names, dates, photos, or custom details to create unique and meaningful decorations for special occasions.
We focus on high-quality personalized products that help customers make their events more memorable, elegant, and personal.

2. Where are you located?

Our business address is: Waltersdorfer Str. 82, 12526 Berlin, Germany

3. How can I contact you?

You can reach us via email at: cs@goncustom.com

We aim to respond within 24–48 hours (Monday – Friday).

4. How long does it take to process my order?

Orders are typically processed within 2–4 business days. Since our products are made-to-order, processing time may vary slightly depending on demand.

5. How long does shipping take?

Estimated shipping times:

  • United States: 3–7 business days
  • Europe: 7–16 business days
  • International: 7–16 business days

Shipping times may vary depending on your location and carrier delays.

6. How can I track my order?

Once your order is shipped, you will receive a confirmation email with a tracking number. You can use this number to track your package.

7. What payment methods do you accept?

We accept major payment methods including credit/debit cards and other secure payment gateways. All transactions are processed securely.

8. What currency are prices displayed in?

All prices on our website are displayed in EUR (Euro). Your bank or payment provider may convert the amount to your local currency.

9. Can I returns, replacements, or refunds my order?

Yes, we accept returns, replacements, or refunds for damaged, defective, incorrect, significantly different, or confirmed lost orders. Because all GonCustom products are custom-made, we do not accept returns for change-of-mind reasons or customer input errors. Please contact us within 30 days of delivery with your order number and clear photos.

10. Can I cancel or modify my order?

Yes. Orders can only be canceled or modified within 12 hours after purchase, before production begins. After this period, your order may have already entered production and can no longer be canceled or changed because each item is custom-made. To request a cancellation or modification, please contact us at cs@goncustom.com as soon as possible with your order number.

11. Do you offer refunds?

Yes. Refunds may be issued if your item arrives damaged or defective, if we made an error with your order, if the item is significantly different from the product description, or if your package is confirmed lost by the shipping carrier.
Because all GonCustom products are custom-made, we do not offer refunds for change-of-mind reasons, customer input errors, or delays while the package is still in transit. Please contact us within 30 days of delivery with your order number and clear photos. For more details, please refer to our Refund Policy.

12. Do you provide a size guide?

Yes, we provide a size guide on each product page and in the footer to help you choose the correct size.

13. Why didn’t I receive a confirmation email?

Please check your spam/junk folder. If you still cannot find it, contact us at cs@goncustom.com.

14. Are there any additional fees for international orders?

Your bank or payment provider may apply currency conversion or international transaction fees. We do not control these charges.

15. Is my personal information secure?

Yes, we take your privacy seriously and use secure technologies to protect your information. Please refer to our Privacy Policy for more details.

If you have any additional questions, feel free to contact us at cs@goncustom.com.