Refund policy

We have a 28-day return policy, which means that you have 28 days after receiving your item/s to request a return. 

To be eligible for a return and refund, your item/s must be in the exact same condition that you received it/them, unworn and unused, with no perfume/s or transfer of other scents, with the original tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If you wish to return all, some, or one of the items from your order, and the reason for return is simply due to a change of mind or perhaps because the item/s don't personally fit or look how you might prefer upon trying them on, then the cost of the return shipping label that we send to you for the return of item/s, will be deducted from your prospective refund.

However, if the reason for return is due to the item/s being damaged or defective, then we will cover the cost of the return shipping label, and you will be eligible for a full refund.

To start a return, you can contact us at customerservice@gemelacloset.com. If your return request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return that has been approved by us, will not be eligible for refund. 

You can always contact us for any return question at customerservice@gemelacloset.com.

Please note that approved returns must be sent to the specific address noted on the packing slip, which is included in the original delivery parcel.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
We will not process refunds for swimwear or underwear, whereby the original hygiene sticker-seal is absent from such items or has been removed.
We cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges
We do not currently offer exchanges, so the fastest way to ensure you receive your preferred or more suitable item/s, is to email us and request a return of the item/s you have and once your return is accepted, to then make a separate purchase for the new item/s.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item/s must be in the same condition that you received it/them, unworn and unused, with no perfume/s or transfer of other scents, with the original tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@gemelacloset.com.