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FAQ

Order

How to register to shop online

To register an account, click on "login" next to the shoppning bag and checkout. Choose "register" in the box that pops up. Fill in the e-mail address you wish to use as login and a password. Click on "register". A box with "customer details" will pop up where you should fill in your date of birth, name, address and phone number. After filling in all fields, click on "save changes". You are now a registered customer and welcome to order.

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/

I can´t login

Do you sign in with the same email address you have registered at ginatricot.com? Remember to write in lowercase. Do you have the right password? You can always request a new password, click on "forgot password".

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.

How old do I have to be to order from ginatricot.com?

You must be 18 years old.

Payment

Payment

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

Deliveries

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.

Where/ how do a receive my parcel?

When the goods has been dispatched from our warehouse a delivery confirmation is sent by email. The delivery confirmation also includes a tracking-ID. Go to www.fedex.com and choose your country to search for your order by your tracking-ID. The deliveries are handled by FedEx and are sent directly to the customer’s home during office hours between 8.00 and 18.00. 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.

I have not reveived all my items?

Sometimes, the stock levels of the missing item was incorrect when you placed your order. The product will not be sent at a later date. When your order was dispatched, only the items sent were debited. If you have been debited for an item not received, please contact our customer service at customerservice@ginatricot.com

Can I track my parcel?

Yes, Once your delivery has been dispatched a delivery confirmation is sent to your e-mail. You will find your tracking-ID, which you can use to track your parcel at www.fedex.com, in the delivery confirmation.

Can I change delivery address after confirming my order?

No, we cannot change the delivery address after you have confirmed your payment. Therefore, it is always good to be extra careful to ensure that address and delivery details are correct.

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"

Do you ship to all Nordic countries?

At the moment we are only able to deliver products to addresses Within the European Union and Norway with the exception of Svalbard, Greenland, The Faroe Islands and Åland.

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.

Returns

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".

Do I have to pay to return an item?

The customer pays for the return in most cases. When we have received and handled a return the value of the goods is repaid, minus return freight of 5.90 euro (€), to the card that was used to make the purchase. Have you received the wrong or defective item we will pay the return fee.

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.

Why can't I register my return?

You have either not entered the correct user information when you logged in, or the 14 day cooling of period has expired. For further help please contact our customer service, customerservice@ginatricot.com

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.

Return items in store or to online warehouse

If you would like to return an item that you purchased at ginatricot.com, you can do so to a Gina Tricot store or to our online warehouse. See more information below on how this is done.

Return an item to a Gina Tricot store?

If you would like to return an item to one of our Gina Tricot Stores, remember to bring the order number with you. You will find the order number on the packing slip, on your order confirmation sheet and also when you login, under "My Pages" on your computer or mobile device.