returns
If you want to return products from an online order, place the items you wish to return in the bag they came in. Then click here to register your return and follow the instructions. Please keep the return receipt until you have received your return confirmation. If you can't register the return. Instead, contact customer service.
When our web warehouse has received and approved your return the value minus the freight fee (€5.90) is refunded to your card.
It may take 1-2 weeks from the date you send your return until the refund has been paid. Once the items have been registered, confirmation is sent to you via e-mail. Please remember that you are responsible for the item until it reaches us at Gina Tricot.
For returns to our online warehouse, a price reduction may be applied. More information about this can be found in our terms and conditions. For returns to our online warehouse, a fee of EUR 5.90 will be charged and deducted from the amount you will be refunded.
Items that cannot be returned are underwear, swimwear (when the plastic seal at the crotch has been removed), cosmetics, and earrings. However, defective items may always be returned.
If you’re returning shoes, you must return them in the box in which they were delivered to you.
If we determine that a returned item is not defective, or has been damaged through incorrect use, we may charge a fee of EUR 5.90 to return the product to you, or scrap the item, free of charge. We promise to keep you updated as we process your return. Please do note that we never charge a fee on approved returns.
Right of return
As a consumer, you can use this form if you want to cancel an agreement. You can also do this in other ways, such as returning the product(s) to us by post.
Register your return here: Register your return. Once you have registered your return, you will receive a confirmation email from us confirming that your return has been registered, along with instructions on how to send back the items you wish to return.
If you receive a QR-code or barcode in your email, you take your package to the nearest drop-off point and show them the QR-code/barcode. If you instead receive a return label, please print the label and attach it to your package.
Please check that your package contains the registered item(s) in an unaltered and sellable condition, with original tags and any associated packaging (e.g. shoebox, case, hanger, garment bag, etc.). The products must be free from dirt, stains, pet hair, dust, and strong odors such as perfume, smoke, or sweat. If the item(s) do not meet these requirements, we may deduct for depreciation or refuse the return. Please seal the package carefully.
As soon as we receive your return (which normally takes up to 14 days from the date you sent it) we will handle your package and issue a refund. The refund will be made using the same payment method you used for your purchase. You will also be informed if your refund is not approved together with information about options moving forward.
faqs
How many days do I have to return an item?
You have 14 days to return an item, counting from the day you received your order. If you want to apply your 14-day right of return, the item must be in its original condition, unused, and with all labels and tags still attached. Underwear, swimwear from which the plastic seal at the crotch has been removed, cosmetics, and earrings cannot be returned.
CustomerserviceEU@ginatricot.com.
Do you charge a fee for returns?
In most cases, the customer pays for the return. If you paid by card, the amount for return will repaid to that card. If you are paying by invoice, you must adjust the amount on the invoice you received via e-mail by subtracting the return amount. You pay only for the items you keep plus the original shipping charge, along with the return postage of EUR 5.90. If we sent you the wrong item, or a defective item, we will of course cover the return postage. If your order included a shipping fee when the order was created, this shipping fee must also be paid to us. If you are returning all items in your order, you pay only the return postage of EUR 5.90. If you are returning some of the items in your order, you pay the original shipping charge and the return postage.
What amount do I need to pay on my invoice when returning an unwanted or defective item?
You pay only for the items you keep, along with the return postage of EUR 5.90. If your original order included a shipping fee, this shipping fee must also be paid to us. If you’re returning all items in your order, you will pay only the return postage of EUR 5.90. If you’re returning some of the items in your order, you pay the original shipping charge and the return postage.
If we determine that a returned item is not defective, or has been damaged through incorrect use, we may charge a fee of EUR 5.90 to return the product to you, or scrap the item, free of charge. We promise to keep you updated as we process your return. Please do note that we never charge a fee on approved returns.
How long will it take for me to receive my refund?
It can take up to two weeks from the date when you return items until they are received at our warehouse and we’ve registered the return. If you paid by card, it can take 3 to 5 business days before you are credited for the amount.
What happens if I don't collect my parcel?
Normally, the parcel is given to a transport provider. Thereafter, DHL will determine whether your parcel can be delivered to your own address or must be sent to a collection point. In the latter case, we receive information as to whether or not the parcel has been collected. The parcel can be collected from the collection point within 14 days; after that point, the parcel will be returned to us. We will handle your order as an uncollected parcel, and you will receive an automatic e-mail message with a return confirmation, along with an additional charge of EUR 15.