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Contacting customer service

Just now we are expecting a delay to our response time.

In order to deal with your enquiries more quickly, we have decided to provide our customer services via email. Your questions will be answered Monday through Thursday 8am to 5pm and Friday 8am to 4pm.

Questions sent after these hours and on weekends and holidays will be answered the following working day. Fill in the form and describe your enquiry in as much detail as possible.

Can I make changes to my order or customer data?

You cannot make any changes to your order or your address details after confirming your payment. You can change your customer details when ordering, or by logging in and choosing my account.

What charges do you have?

For all orders there is a charge that covers dispatch, handling and freight. This is currently 5.90 euro (€). The charge is the same irrespective of how much the customer orders. Concerning areas outside the EU tax-point range, there may be country-specific charges. Kindly contact FedEx for more information about your country. http://www.fedex.com/se/services/terms/

Payment

We accept credit card payments from VISA and Mastercard. In some countries local payment options are available.

Which countries do you deliver to?

We deliver orders to addresses in the European Union and Norway with the exception of Svalbard, Greenland, The Faroe Islands and Åland.

How long will my order take to arrive?

Our aim is that orders received before 2 pm are sent the same day. This means that normally you will receive your products 3 to 5 days after you place your order.

Can someone else receive my parcel?

Yes, FedEx obtains a signature from any person at the delivery address. If no one is at the address, FedEx will reattempt delivery. "If FedEx delivered your parcel to a neighbor you will be notified by a door tag where you can find a signature of the person who received your delivery. " "FedEx should contact the customer by phone before delivering the goods. After trying to reach the customer three times the goods will be returned to Gina Tricot." "You can also choose to pick up the package at FedEx if the time is not right for you or change delivery address. For more information go to www.fedex.com"

How long do I have to return an item?

We apply a 14 day period of purchase on approval from the date that you receive your parcel. In order for this to apply the item must not be used, labels must still be attached and the item must be in a saleable condition. Briefs, swimwear, cosmetics and earrings cannot be returned (faulty goods can, of course, be returned). To return items , sign in with your account information and follow the instruction on "My Page".

How do I register my return?

To create your return, login to "My page", select order and the item you want to return, choose the reason for the return and click on ok to confirm. Then print the return note. For further help please contact us at customerservice@ginatricot.com or click on customer service.

When and how will I receive my refund?

It may take 1-1 1/2 week from the date you sent the return until it has been registered by the online warehouse. When the return is registered, the full amount of the articles will be refunded to the card used to make the purchase, minus a returns fee of 5.90 euro (€). It may take a few days before the money is paid into your account, depending on the policy of your bank.

In case of non-collection.

In case of non-collection, a charge of 15 euro (€) will be debited. This covers the costs for freight and handling. If you regret your order please receive your order and contact FedEx to arrange collection for return to our warehouse. This amount will be debited from the refund made to the card used when placing the order.

You find all the questions and answers here.