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Refund policy

RETURNS, EXCHANGES & REFUND POLICY

It is your right to be able to return/exchange a purchased good from us if the product doesn’t satisfy you. But it is your responsibility to take care of the products while they are in your possession.

Before buying an item from us, please ask us any questions you may have if unsure of the garment or fit: look up the product descriptions, size table, measurements and rest of the info and reach out to us for extra details about how a garment fits, further confirmation of colour, fabric info, or if you need any more details than what we have already provided. We are always happy to do this, and we would like to keep returns to a minimum, as you know, this industry is damaging enough as it is!

If you make a purchase and the issue with your garment is fit, please consider finding a local tailor to get it altered. It's a general truth: one size doesn't fit all! A simple alteration like bringing up a hem or narrowing a seam are easy to do and not costly and will probably cost you the same or less than the shipping costs, plus you will have a perfect fitting item! 

If however you would like to return or exchange an item that is not faulty, please note you have 15 days upon delivery to request a return on your order (or part of it). For faulty items see next point.

Returns & Exchanges

Please follow the following instructions detailed here below:

  1. Please send us an email to hi@ginghampalace.com with your order number and reason why you'd like to return or exchange the garment.
  2. We will send you the instructions, but please note the garment returned has to be received in the same conditions we sent it: unworn other than to try it on, neatly folded and securely packed*.
  3. If you'd like to exchange an item for another size or for another garment, please also let us know in the email and we will ship this free of charge* - provided there's stock of it - once we receive your return. If the garment you'd like to exchange for has a higher price (or has incurred any import tax), we will send you a payment link to settle the difference. 
  4. Once your return is accepted and we send you the instructions you have 1 week to post it back to us. Please send us the tracking number, so we know it's yours and we can track it.
  5. Once the return is received in the warehouse it can take a couple of days for it to be processed. You will receive an email once it is done and the money will be refunded into the same payment method you used for payment. The refund into your bank account should take place within 7-10 working days, but it depends from bank to bank. Please note we don’t refund the shipping costs.

If you fail to comply with the above obligations (no prior authorisation request, not in timely manner, item worn or damaged, packaging damaged, or postage unpaid), we may reject your return or deduct from the refund an amount to reflect the diminished value of the product(s) up to the full price of the product(s). We will let you know by email if this is the case.

You can always contact us for any return question at hi@ginghampalace.com

Please note we are not responsible for any customs charges we might need to pay to receive any returns back from outside the EU (UK/CH etc.): You will have to fill in a commercial invoice and in this invoice you can state 10€ as value per item to try to avoid charges. Normally you can do this at the post office. Otherwise please email us at hi@ginghampalace.com and we will send you a template. We recommend that you track the delivery and let us know if this has arrived in the post office and we need to pay these and collect the order. In this case, these need to be paid to retrieve the goods. We will provide the corresponding invoice if this is the case and we will charge you 3€ for the admin costs which we will deduct from the refund amount.

*The item/items returned must be sent to us in the same condition in which you received them: Products should be returned in their original packaging and unworn (other than to try them on), folded neatly, unwashed, undamaged and with their original tags. Footwear and accessories should be returned in the original boxes/packaging. Free shipping exchanges apply only for returns within the EU & UK.

If you received a free scrunchie and you're returning the whole order, this has to be returned too. Otherwise we will deduct 10€ of your order unless stated otherwise by us.

Faulty items or wrong product sent

Please inspect your order upon reception and contact us immediately (within 14 days of receiving your order) at hi@ginghampalace.com should the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

When contacting us, please send us all the information, for example by forwarding your order confirmation email and photos (if applicable), for a faster service.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products), or lingerie/swimwear and jewellery items for hygienic reasons.

We don't accept returns on sale items or gift cards.