frequently asked questions

order

Where is my parcel?
You can track your order using the tracking number included in your delivery confirmation. If your order has not arrived in the past few business days since you received your delivery confirmation, contact our Customer Service for assistance: [email protected].

Is it possible to change or cancel my order after I’ve registered the order?
No; unfortunately, once your order is registered and imported into our system, it’s not possible to make changes or cancel the order. However, you’re always welcome to return your order to us if you don’t want to keep the items.

Is it possible to change my delivery address?
Unfortunately, we cannot change an order in any way once the order is registered. This includes changes to delivery methods and payment alternatives.

I haven’t received an order confirmation or a delivery confirmation.
You’ll receive your order confirmation as soon as your order is registered, and your delivery confirmation will be sent as soon as your order has been dispatched from our warehouse. Sometimes, these confirmation e-mails from us end up in your spam mailbox. We recommend that you check there. If you still don’t see the confirmation, check first with Klarna to ensure that you’ve given them the correct e-mail address with your order. Thereafter, please contact our customer service as well, so that we can update your e-mail address too.

An item is missing from my order.
When your order is sent, you’ll be charged for the items in the order. If the item has sold out and we are unable to process the order, you will not be charged. Once the items have been sent from our warehouse, you’ll receive a delivery confirmation via e-mail. The delivery confirmation specifies whether an item has been removed from the order as a result of unavailable stocks. If an item is missing from your order, we recommend that you check your delivery confirmation first. If the item is missing despite its inclusion in the delivery confirmation, please contact Customer Service.

How old must I be to order something from Gina Tricot?
You must be at least 18 years old.

payment

I haven’t received an order confirmation or a delivery confirmation.
Sometimes, these confirmation e-mails from us end up in your spam mailbox. We recommend that you check there. If you still don’t see the confirmation, check first with Klarna to ensure that you’ve given them the correct e-mail address with your order. Thereafter, please contact our customer service as well, so that we can update your e-mail address too.

How do I contact Klarna?​​​​​
​The easiest way is in the chat forum via Klarna’s app or website. The quickest way to contact Klarna’s customer service is by clicking here.

I haven’t received an invoice. What should I do?
Klara sends the invoice to you via email. But you can also retrieve your invoice at www.klarna.com. Just enter your email address after clicking on “Find your invoice”.

Why can’t I use invoicing as the payment option?
There are several reasons why the payment by invoice option may not have been approved when you placed your order.
1. You must be at least 18 years old to pay by invoice.
2. The address you entered may be incorrect. The only address that will be approved when paying by invoice is your registered address (i.e. the one listed in the population register).
3. You’ve exceeded the maximum amount allowed for paying by invoice. This amount can vary, so if you’d like to know the maximum amount that applies to you, contact Klarna.
4. You’ve entered your personal identity number incorrectly. Remember that your personal identity number will always be checked against the address listed in the population register. If it doesn’t match, the payment by invoice option will not be approved.
5. Klarna (which is the service we use for payment by invoice) has not approved you for credit.

delivery

What is Gina Tricot’s delivery time?
Our goal is always that you’ll receive your order within 2–5 business days (that is, not counting weekends and holidays). However, the delivery time may vary based on the volume of orders that we are processing and circumstances over which Gina Tricot has no control, such as carrier and transport delays.

Where/how do I collect my items?
You’ll receive a delivery confirmation to your e-mail address as soon as your parcel leaves our warehouse. This confirmation contains information about your order. The delivery confirmation contains a tracking number that you can use to trace your order at www.fedex.com.

As soon as your parcel has been scanned by the transport provider, you’ll receive a text message. You can collect your parcel by presenting the tracking number and your identification.

Where is my parcel?
We recommend as a first step that you trace your parcel via the transport provider. If you still haven’t received your parcel after a few business days or within the scheduled time, please contact our Customer Service.

Why haven’t I received all of the items that I ordered?
Sometimes the stock balance on the item you ordered is incorrect, which could mean that it has sold out and we are thus unable to fulfil the order. We do not put a hold on the order until the item is restocked, and we will not send the item at a later date. However, for partially fulfilled orders, you will be charged only for the items sent, as soon your order leaves our warehouse. If an item in your order has sold out, you’ll be notified about it in the delivery confirmation. However, if for some reason you are charged from an item that hasn’t been sent, please contact our Customer Service at [email protected].

Is it possible for me to track my order?
Yes, there will be a tracking number in the delivery confirmation sent to your e-mail address.

Can I change the pickup point after the order has been confirmed?
Yes, you can arrange this yourself by contacting www.fedex.com. Note that this is possible first after your order have left our warehouse. You will get a delivery confirmation email when your order has left our warehouse.

Can someone else pick up my package for me?
No.

Where is my packing slip?
We care about the environment, so we send information about our deliveries only by electronic means and not in paper form. All information about your order will be sent by e-mail. You may return an item to us simply by putting it in an envelope/bag, along with a note from you explaining the reason for the return. Then, just attach the return label to the parcel and hand it in to your nearest postal service agent. As soon as we have processed the return, you’ll receive an automatic return confirmation. The consignment note contains the codes associated with your order, so we’ll know that you’ve returned the items. If you’d like to return an item to one of our stores, all you need to do is bring it with you, along with the order number, so that we can process it. As soon as we’ve processed the return, we’ll credit the invoice amount to you, with a deduction of EUR 5.90 (the amount charged for returns sent by post). If the invoice is due for payment soon, we recommend that you log in to klarna.com to suspend your invoice payment until the return has been processed. For returns handed in at one of our stores, we do not charge a return fee and the invoice will be credited directly.

What happens if i don't collect my order?
A fee of EUR 15 is charged for all uncollected parcels. The fee covers our administration costs, return postage, and handling. If you want to cancel your order after we’ve sent your parcel, you must still collect the parcel and return it to us. If you don't collect the parcel, it will automatically be registered as uncollected and you will be charged a fee.

returns

How many days do I have to return an item?
You have 30 days to return an item, counting from the day you received your order. If you want to apply your 30-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.

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. There is no return postage fee on items returned to one of our stores.

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, FedEx 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.