Last Updated: March 13, 2026
At Ginlerie, every order is prepared with care and intention. We want you to feel completely confident in your purchase — and if something isn't right, we're here to make it right. Please read this policy carefully to understand your options, your responsibilities, and how we will support you through the process.
You may request a return within 30 days of the date your order was delivered. Requests submitted after this window cannot be accepted.
All returns must be registered and approved by our team before any item is shipped back to us. Unregistered returns cannot be tracked, processed, or refunded.
To qualify for a return, items must meet all of the following conditions:
Unused, unworn, and unwashed
In original condition with all tags attached and intact
In original packaging, including any accessories or included items
Free from signs of wear, damage, or misuse
Hygiene seals unbroken and untouched (where applicable)
Lingerie and intimate apparel may only be returned if unworn, in original condition, and with all hygiene seals intact and unbroken. Items with broken or missing hygiene seals are not eligible for return.
The following items cannot be returned under any circumstances:
Lingerie and intimate apparel with broken or missing hygiene seals
Opened cosmetics or personal care products
Items missing original tags or packaging
Items showing signs of use or wear
Gift cards and digital products
Custom-made or personalized items
Important: Do not ship anything back without first receiving written authorization from our team. Items returned without authorization will not be accepted or refunded.
Step 1 — Submit your request
Email support@ginlerie.com within 30 days of delivery and include the following:
Your order number
Reason for return
Photos of the item (required for faulty, damaged, or incorrect items)
Step 2 — Await authorization
We will reply within 24 business hours with your return authorization number, the approved return shipping address, packing and labeling instructions, and tracking requirements.
Step 3 — Ship your item
Use only a tracked and insured courier service. We recommend the following carriers by region:
Step 4 — Confirm dispatch
Email your tracking number to support@ginlerie.com once shipped. Retain all proof of postage until your refund has been fully processed.
Change-of-mind returns:
Return shipping is the customer's responsibility. You must register your return and receive an authorized return address before shipping anything back. We do not accept items sent to our business address without prior authorization.
Faulty, damaged, or incorrect items:
You are not required to return the item. Simply contact us with photographic evidence. You may keep, donate, or dispose of the item responsibly — we will arrange a replacement or issue a full refund at no cost to you.
Once your return arrives at our facility:
Items are inspected within 5–7 business days of receipt
Items must meet all conditions outlined in Section 2
You will be notified by email of the inspection outcome
If your return is approved:
Your refund will be processed within 5–7 business days of inspection approval to your original payment method, in USD. Please allow up to 14 business days in total from the date we receive your return — this covers both the inspection period and refund processing time. Original outbound shipping fees are non-refundable unless the return is due to our error. Express shipping fees are non-refundable.
If your return is not approved:
You will receive a detailed email explaining the reason for rejection. You may choose to have the item returned to you at your cost, or accept a partial refund at our discretion.
Estimated refund timelines by payment method:
We do not process direct exchanges. If you require a different size or colour, please return your original item following the process in Section 3 and place a new order. This ensures the fastest possible processing time and guarantees product availability.
For customers who prefer a more convenient option, we offer our Keep & Exchange Program — no return required.
How it works:
Contact support@ginlerie.com within 30 days of delivery
Provide your order number and the size or colour you require
Pay the applicable exchange shipping fee for your replacement
Keep your original item — no return needed
Exchange shipping fees by region:
Eligibility:
Available for size and colour exchanges only
Must be requested within 30 days of delivery
Subject to stock availability
If the requested replacement is out of stock, you will receive a full refund or store credit
If we shipped the wrong size or colour due to our error, the exchange is completely free. Please contact us within 7 days of delivery with photographic evidence.
Report within 7 days of delivery with clear photographic evidence
No return required — you may keep, donate, or dispose of the item responsibly
We will send a replacement at no cost, or issue a full refund including original shipping — your choice
Replacements are processed immediately upon approval
Before shipment:
You may cancel your order within 24 hours of placement by contacting us at support@ginlerie.com or via SMS at +44 2037696963 (SMS only — no voice calls). Orders are processed automatically and cannot be cancelled once dispatched.
After shipment:
If your order is already in transit, cancellation is not possible. Please wait for delivery and initiate a return following Section 3. Our 30-day return policy will apply.
Our voluntary return policy does not affect any statutory rights you hold under applicable law. The rights outlined below are in addition to, and not a replacement of, your legal entitlements.
United States:
There is no federal cooling-off period for online purchases; however, our 30-day voluntary policy applies in full. Customers in California and other states may hold additional rights under applicable state consumer protection law. We comply fully with FTC guidelines on the clear disclosure of return, refund, and cancellation terms.
United Kingdom:
Under the UK Consumer Contracts Regulations 2013, you have a 14-day cooling-off period to notify us of your intent to cancel, followed by a further 14 days to return the item. We will process your refund within 14 days of receiving the returned goods. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If these requirements are not met, you are entitled to a repair, replacement, or full refund. Please note that the hygiene exemption applies to sealed items where the seal has been broken after delivery.
Canada:
Canadian customers benefit from our full 30-day voluntary policy. In addition, provincial cooling-off periods for distance sales contracts may apply — for example: Ontario (7 calendar days), British Columbia (7 days), and Quebec (10 days). Where applicable provincial law grants rights beyond those stated in this policy, your statutory rights take precedence.
Q: What if I miss the 30-day return window?
Unfortunately, we cannot accept returns after 30 days. Please contact us — in exceptional circumstances, we may be able to offer store credit at our discretion.
Q: How long until my refund appears in my account?
Once we process your refund (5–7 business days after receiving your return), your bank or payment provider will process it within the following timeframes: credit cards 5–10 business days, debit cards 3–5 business days, PayPal 3–5 business days.
Q: My return package was lost in transit — what now?
This is why we require tracked, insured shipping. File a claim with your courier and email us the claim reference number at support@ginlerie.com. We will assist you once the courier confirms the loss.
Q: Can I return a sale or discounted item?
Yes — our return policy applies to all items unless specifically marked as "Final Sale" or "Non-Returnable" on the product page.
Q: Do I get refunded for return shipping costs?
Only if the return is due to our error (faulty, damaged, or wrong item sent). For change-of-mind returns, return shipping costs are the customer's responsibility.
Q: Can I send a return without contacting you first?
No. All returns must be registered with us before shipping. Unregistered returns may not be accepted or refunded as we cannot track them in our system.
Q: What if I received a faulty item?
You do not need to return it. Simply send us clear photos within 7 days of delivery and we will send a replacement or issue a full refund — you may keep, donate, or dispose of the item responsibly.
Q: How do I track my refund status?
Email support@ginlerie.com with your order number and we will provide a full update on your return inspection and refund status.
Our customer support team is available to assist you throughout the return process.
Email: support@ginlerie.com
SMS: +44 2037696963 (SMS only — no voice calls)
Business Hours: Monday – Saturday, 9:00 AM – 5:00 PM GMT
Response Time: Within 24 business hours
For information on delivery and shipping, please refer to our Shipping Policy.
We reserve the right to modify this policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. Your continued use of our website following any changes constitutes your acceptance of the revised policy.
Trade Name: Ginlerie
Legal Entity: Nexora
Business Address: Elzenhoven 2, 3162 PJ Rhoon, Netherlands
KVK Registration: 95810358
VAT Number: NL005175229B84
Email: support@ginlerie.com
Phone: +44 2037696963 (SMS only — no voice calls)
Business Hours: Monday – Saturday, 9:00 AM – 5:00 PM GMT
This business is registered in the Netherlands and operates in compliance with Dutch law, the UK Consumer Contracts Regulations 2013, the UK Consumer Rights Act 2015, US FTC guidelines, and applicable Canadian provincial consumer protection legislation.
