Exchanges & Returns

We will issue a refund for any item that is returned in accordance with the GINTA Exchange and Return Policy and the other applicable requirements indicated below. You will receive your refund through the original payment method between five (5) and ten (10) days after our receipt of your returned item(s).

Refunds can take two (2) to five (5) working days to show on your account because of the varying processing times between payment providers. 

Your shipping costs and customs charges will be deducted from the refunded sum unless the item is faulty or the order was cancelled by you.

As a consumer, you have the right to cancel an order within fourteen (14) days of your receipt of the item(s). The cancellation period ends on the 14th day from when your goods are delivered to you. 

To exercise your right to cancel, you must inform us of your decision to cancel your order by email to info@ginta.com so that we can cancel your order before it is dispatched. 

If your order has already been dispatched for delivery, you will not be able to cancel it before it reaches you. Please return the item(s) as indicated in our Exchange and Return Policy. 

We regret that we cannot offer a free return policy on order cancellations. If you decide to cancel an order which has already been dispatched, you will need to cover the cost of the return shipment and import duties and/or taxes if applicable.

The right to cancel does not apply to purchases of item(s) that have been made to order or clearly customised.

We are happy to exchange or refund any GINTA item that is returned to us in new, unused and perfect condition, with its original tags, labels, packaging and a completed Return Form enclosed, within fourteen (14) days from the delivery or pick-up date.
For exchanges: We can exchange an item only for the same item in a different size and/or colour and not for an alternative product. If you wish to buy an alternative product, you must make a return request and place a new order. Exchanges are subject to stock availability.
For returns: We will issue a refund for any item that is returned in accordance with the GINTA Exchange and Return Policy and the other applicable requirements indicated below.
Please note that sale items are not eligible for an exchange or a refund.

We regret that we do not offer a free exchange and return policy on exchange or return requests. You are responsible for paying all shipping costs for returning an item to us. These return costs, including any taxes and/or import duties on the return shipment, will be deducted from your refund amount. If you are based outside the EU and you request a replacement item or a refund, you may need to pay taxes and duties in addition to delivery charges on the replacement or returned item.

If you refuse your package because you do not wish to pay the import taxes or duties, you will still have to pay us a return processing fee (approximately £15 for European countries and £20 for the rest of the world). Please note that if you refuse your package, this will not cancel any invoices for taxes and/or duties that have been issued following the import of the package. You will need to reimburse the courier company (DHL or another company) for any duties and taxes that were paid by the courier company when the package entered the country. If the courier company charges us for these amounts, we will deduct them from your refund.

Return shipments must be made using the DHL Standard service. The return address is indicated on the enclosed Return Label. Exchange orders will be delivered to the same shipping address as the original order. We are not responsible for item(s) lost in transit.

Once we have received your returned item(s) at our warehouse, we will confirm receipt of your returned item by email. Please note that returns typically take two (2) to five (5) working days to reach our warehouse. We will inspect the returned item(s), process your return request within three (3) days of receipt of the returned goods and send you an exchange or a refund confirmation email.
For exchanges: Your replacement item will be sent to you once we have received the original item from you. If the item has been reduced in price since you ordered the original item, you will not be entitled to a refund of the difference.
For returns: Your right to return products does not apply to goods made to your specification that have been clearly personalised, bespoke, altered or have clear signs of wear or misuse.

If you did not have a GINTA Customer Account at the time you purchased the original item, we will create an account for you (using your email address and the contact details you provided when ordering) at the time we send your exchange item or refund you for your item.

Exchanging or returning an item that you have received as a gift

We do not currently offer gift receipts. If you have received an item as a gift and would like to exchange or return it for a refund, then you will need to ask the person who placed the order to contact GINTA on your behalf. Please note that we can only discuss an order with the person who placed it.
For exchanges: The exchange item will be sent to the shipping address on the original order and an email confirmation will be sent to the email address used by the purchaser.
For returns: The refund will be made to the original purchaser using the original payment method and an email confirmation will be sent to the email address used by the purchaser.

If you are not completely satisfied with your purchase, you can return the item and request an exchange or a refund within fourteen (14) days of the date the item was delivered to you.

You can do this in the following way:

1a. For exchanges: Email us at info@ginta.com to inform us that you wish to exchange the item, and to reserve the desired size and/or colour.

1b. For returns: Email us at info@ginta.com to inform us that you wish to return the item.

2a. For exchanges: Using the enclosed Return Form, indicate that you require an exchange. Please also describe the item(s) you wish to return, specify a reason for the return and note the desired size and/or colour. Place the completed Return Form with the item you wish to return inside the original packaging.

2b. For returns: Using the enclosed Return Form, indicate that you require a refund. Please also describe the item(s) you wish to return for a refund and specify a reason for the return. Place the completed Return Form with the item you wish to return inside the original packaging.

3. Print your Return Label with the GINTA warehouse return address and barcodes which you will have received by email. Attach the Return Label to the outside of the package. Make sure that you remove any previous address information. Please leave your package open in order for the DHL drop-off service point or the DHL driver to check both the Return Form and the contents.

4. Hand over your package to DHL so that they can deliver your return package to us. There are two options for handing over your package to DHL: drop-off or pick-up.

- DROP-OFF: take your parcel to your nearest DHL drop-off service point. Find out more. With a drop-off, you leave the labelled package at a DHL drop-off service point.

- PICK-UP:
a) Arrange a collection using this link: https://mydhl.express.dhl/gb/en/schedule-pickup.html#/schedule-pickup#label-reference

b) Once the link is opened, select your country with a flag icon at the top right-hand side of the page.

c) From the main menu at the top left-hand side of the page, click "Ship" and then select "Schedule a Pickup".

d) Once the table "Do you need to create a shipping label?" is opened, select "No" and then select "I have a DHL Waybill Number".



e) Enter your 10-digit waybill number, which is located under the barcode of your Return Label and is in the format 'WAYBILL XX XXXX XXXX'. Review your details and select a convenient day and time.

5. After the DHL drop-off service point (DROP-OFF) or the DHL driver (PICK-UP) has checked the return shipment, please close the package securely.

6. Track your return shipment using your DHL tracking number to make sure we get it. Please note that returns typically take two (2) to five (5) working days to reach our warehouse.

7. Once we have received the package, we will confirm receipt of your returned item by email. We will process your approved return within three (3) days of receipt of the returned goods and we will send you a confirmation email.

If you have lost your Return Form, please email us at info@ginta.com and we will send you a new one.

We aim to process returns as soon as possible. Returns typically take two (2) to five (5) working days to reach our warehouse. We will process your approved return within three (3) days of receipt of your item(s) and will send you a confirmation email.

Any item that you wish to return should be sent back to us within fourteen (14) days of the date it was delivered to you. Returns received outside this time frame will not be accepted and will be sent back to you unless we decide otherwise at our discretion.

We are proud of the quality of our products and thoroughly inspect them before they are shipped to ensure that all our products are delivered in perfect condition.

If for some reason the product you receive is damaged or has developed a fault, please contact us at info@ginta.com as soon as possible to discuss your options before returning the item. 

Please note that, at our discretion, we may offer an exchange of a faulty item within three (3) months of the date it was delivered to you. We can only exchange your item for an equivalent item, and all exchanges are subject to stock availability.

Our garment production team will inspect all items returned as faulty. Items that were damaged as a result of normal wear and tear or through misuse are not considered to be faulty and will be sent back to you. We will determine, at our sole discretion, whether the damage is a result of normal wear and tear or misuse or has some other cause.

Examples of normal wear and tear and misuse:

- the item has bobbles, fabric pulls, or snags;

- the item is soiled or has an odour;

- the item has not been washed in accordance with the washing instructions.

Please take care when trying on your item(s) and treat them gently. We recommend wearing a protective cloth to avoid transferring cosmetics onto the fabric, removing all deodorants with wet wipes and taking off any hair accessories and jewellery that could snag the fabric.