Help & FAQs

Shopping

How can I search for items on the website?

If you know what you are looking for you can type it into the search box at the top of the website.

To browse through what’s available we have a number of sections to help guide you. Use the ‘new in’ section for all the latest product available online, ‘Brands’ to view our complete list of brands we sell or for outfit inspiration why not try our ‘Lookbook’ section to see how some of our most popular looks are made up.

You can also narrow down your search by selecting size, colour etc. from our handy filters menu on the left hand side of the website.

Found what you want? Add it to your shopping bag and when you’re done shopping, follow the instructions on screen to complete your order.

Can you give me more information about your products?

We try to give you as much useful information about all our products. On each product page you will find a detailed description, pictures and how to care for your item. Should you not find the info you are looking for please call our customer care team on 01789 266 894 or email customercare@gemini-woman.co.uk

Do you have a size guide?

Of course! Check out our Size Guide for measurements and fitting tips.

A link to the size guide can also be found on all product pages.

Can you tell me if you're getting an item back into stock?

We don’t currently have the facility to let you know when an item is due back in stock. As we like to offer you new and exciting product regularly, we don’t tend to restock a lot of our items again.

You could look for something similar? You can use the search function found at the top of the website, use the filters to the left hand side of the screen on product pages or contact our customer service team. Call 01789 266 894 or email customercare@gemini-woman.co.uk

Orders

Has my order been shipped?

As soon as your order has been despatched we will send out an email to let you know. If you don't receive your order within the specified delivery time then please contact our customer care department on 01789 266 894 or email us at customercare@gemini-woman.co.uk.

Can I amend my order?

We’re really quick at packing your order up which means the majority of the time we can’t make any changes. However if you contact our customer service team as soon as possible we may be able to do something for you. Call 01789 266 894 or email customercare@gemini-woman.co.uk

How can I track my parcel?

Depending on the way your parcel is sent you may receive a despatch email with a tracking reference number to track the progress of your parcel. If we have an email and/or mobile number for you, you should also receive notification from Royal Mail.

Can I return an item for an exchange instead of a refund?

Yes, you can send back your item for an exchange within 14 days. Simply follow the exchange instructions sent within your order. To make sure you get the item you're after we recommend you call our customer service team on 01789 266894 to ensure the item is reserved for you.

Can I cancel my order after I’ve placed it?

We’re really quick at packing your order up which means the majority of the time we can’t make any changes. However if you contact our customer service team as soon as possible we may be able to do something for you. Call 01789 266 894 or email customercare@gemini-woman.co.uk

Where can I find your size guide and care instructions

We never want to send you something that doesn’t fit properly so we have guides available on most of our product pages. The size guide can also be found HERE.
If a size guide isn’t available for the brand you are interested in or you would like more detailed measurements please contact our style advisers who will be able to help guide you. Call 01789 266 894 or email customercare@gemini-woman.co.uk

Payments

What currencies can I use?

We currently only accept GBP sterling.

When will I be charged?

When your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful. If your card is not authorised, we will let you know that payment has not been taken.

How can I pay for my order?

You can use any of the following types listed below. We use one of the most secure online ordering systems on the market so you can be sure it’s safe with us.

Payments

When placing an order please make sure your invoice address matches the address that your card is registered to.

Can you help with my promo code?

You need to enter the code exactly as it was given to you, without any spaces. A promotion code can be added at your shopping bag or at the checkout page.

I’m an international customer, will I be charged VAT?

For international customers VAT is only deducted where applicable once full address details are completed and then once payment and delivery options have been selected at the online checkout.

Will my parcel be charged customs and import charges?

For all international orders we complete a customs declaration (CN22) in order to prevent customs and import charges. However this is not guaranteed, any charges must be paid by the person receiving the parcel.

Gemini has no control over these charges and we can’t tell you what the cost would be, as customs policies and import charges vary widely from country to country.

Delivery

How does collect from store work?

Collect in-store is FREE - orders received up to 3.30pm will be ready to collect 2 hours after being placed. Orders placed after 3.30pm will be ready to collect the following working day. Opening hours are Monday - Saturday, 9.30am - 17.30pm, Sunday 11.00am - 17.00pm.

How does your UK standard delivery work?

Our standard delivery is £3.95 - we use the Royal Mail 48 Hour Tacked Service (this is not a guaranteed service) this delivery service is FREE when you spend over £95.

How does your UK next day delivery work?

Our next day delivery is £6.95 - we use the Royal Mail 24 Hour Tracked Service (this is not a guaranteed service)

Orders using our 24 Hour Tracked service must be places before 4pm Monday to Thursday

How does your Guaranteed Special Next Day Delivery work?

Our Guaranteed Special Next Day Delivery is £7.95 - orders must be placed before 4pm and will be delivered by 1pm the following day.

Orders placed on Saturday, Sunday or a Bank Holiday will be dispatched on the next working day and delivered to you by 1pm the following day.

What international delivery options do you have?

Europe
Delivery of orders to anywhere in the European Union is £9.95 FREE on orders over £150 Orders are sent by International Sign For and take 2 - 3 working days from dispatch to western Europe or 4 - 5 working days from dispatch to eastern Europe. We cannot deliver next day to Europe.

Americas
Orders to any country in North or South America is £25.00. Orders to the USA are sent by International Sign For and take 6 - 7 working days from dispatch. All other orders to America are sent by International Signed For delivery and take 10 - 15 working days from dispatch.

Rest of the World
Everywhere else in the world is charged at £20.00. Orders to Canada are sent by International Sign For and take 6 - 7 working days from dispatch. Orders to the rest of the world are sent by International Signed For delivery and take 10 - 15 working days from dispatch.

Returns

How do I return something to you?

You should be able to make your return in the packet your order originally arrived in. Return the item/items within 14 days of receipt in their original condition and packaging with swing tags intact. Complete the returns form on the reverse of the delivery note and ensure to enclose in the parcel. Use the peel off return label supplied on your delivery note and place clearly on the front of the package. Make sure our returns address is clearly visible and the package is properly sealed. Our Returns address is:

Customer Returns Department
Gemini
14-15 Wood Street
Stratford-upon-Avon
CV37 6JF

We suggest you send your returns back to us using 1st Class Recorded Delivery to enable you to track your parcel. You are responsible for taking reasonable care and for the safe keeping of items until they are received back into our Customer Returns Department. Unfortunately we cannot be held responsible for the non-delivery of returned items or the damage to items when they are in transit back to us.

Please see our full returns policy HERE

What is your returns policy?

We hope you are pleased with the fit, quality and value of the items you have bought. All of the items sent out are checked to make sure they are in perfect condition and must be returned to us in the same condition. Please return unwanted items to us for a refund or exchange within 14 days of receipt* If you wish to return items for any reason other than defects in the goods, incomplete or incorrect delivery you will need to arrange and pay for the return of the items to us. For help and advice please contact Customer Care on 01789 266894 or email customercare@gemini-woman.co.uk *This differs from our In Store Policy where unwanted items can be returned within 14 days of purchase for an exchange for items of the same or higher value, on payment of the balance, or store credit only.

Please see our full returns policy HERE

I have received an incorrect item what do I do?

We are sorry you have received an incorrect order. Please contact Customer Care on 01789 266894 or email customercare@gemini-woman.co.uk and we will arrange for the correct item to be held until we receive the incorrect item back to our Customer Returns Department. All reasonable postage costs incurred to return the incorrect item will be refunded to you and the postage cost to send out the correct item will be free of charge. If you require the item quickly you will need to pay for the replacement order and we will refund the cost of the original order including any postage costs when we have received it into our Customer Returns Department.

Please see our full returns policy HERE

My item has arrived faulty, what do I do?

We are sorry that you have received a faulty item. Please contact Customer Care on 01789 266894 or email customercare@gemini-woman.co.uk and we will arrange for a replacement to be held until we receive the faulty item back to our Customer Returns Department. All reasonable postage costs incurred to return the faulty item will be refunded to you and the postage cost to send out the replacement item will be free of charge. If you require the item quickly you will need to pay for the replacement order and we will refund the cost of the original order including any postage costs when we have received it into our Customer Returns Department.

Please see our full returns policy HERE

When will I receive my refund?

As soon as we have received your returned items we will process a refund to your account within 24 hours. Refunds to Amazon customers may take up to 5 working days. Refunds will be issued to the credit or debit card originally used to make the payment. Refunds for items received outside of the returns timeframe of 14 days will be issued as a credit to your account, which will automatically be deducted from your next purchase. Credits to your account are valid for 12 months. For help and advice please contact Customer Care on 01789 266894 or email customercare@gemini-woman.co.uk

Please see our full returns policy HERE

I brought an item in-store, can I return it to you?

Items brought in-store can be returned within 14 days of purchase for an exchange for items of the same or higher value, on payment of the balance, or store credit only

Account

Can you tell me about your gemini loyalty scheme?

In addition to our unrivalled customer service and experience, we value you as a loyal customer and love nothing more than to recognise loyalty and give something back.

We do this through levels of generous reward vouchers to spend on new season styles as soon as they come in. That way, you can enjoy the wonderful new collections, all four seasons of the year, with the added bonus of a loyalty voucher to spend on your favourite pieces.

The more we see you, the more we reward you; all you need to do is spend £75 or over online or in-store every year. Simply leave your details with us, and you will be eligible to start enjoying our rewards.

Do you have a guest checkout?

Yes, you don’t need to save your details with us to place an order. Simply proceed to checkout and enter your delivery and payment details. We will only use your email address to send you your order updates.

How do I set up an account with you?

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as regular newsletters, exclusive discounts and special offers! You can set up an account right now, or you can start shopping and set your account up when you checkout.

How do I sign up to your newsletter?

Click ‘EMAIL SIGN-UP’ at the top of our website, enter your email address and click ‘Sign Me Up’. You will now receive our new arrival updates & promotions.

What if I forget my password?

Don’t worry; you are still able to access your account. Simply click ‘LOG IN’ at the top of the website, enter your email in the ‘Forgotten your password’ field and click ‘RESET PASSWORD’ we will then send you an email with your new password details.

How do I change my address?

Click ‘LOG IN’ at very top of our website, enter both your email address and password. Once signed into your account you can click ‘UPDATE’ or ADD NEW DELIVERY ADDRESS’ on your profile to amend or add your address.

How to I change my email address?

Click ‘LOG IN’ at very top of our website, enter both your email address and password. Once signed into your account you can click ‘EDIT’ on your profile to amend your email address.

In-Store

Can I collect my online order in-store?

Yes, collect in-store is FREE and orders received up to 3.30pm will be ready to collect 2 hours after being placed. Orders placed after 3.30pm will be ready to collect the following working day. Opening hours are Monday - Saturday, 9.30am - 17.30pm, Sunday 11.00am - 17.00pm.

How do I book a private shopping appointment?

A unique fashion experience awaits with our instore stylists. Book an appointment today for private shopping dates to by-appointment styling. Our team at gemini can help you find everything from a complete new-season wardrobe to a single perfect gift . As you'd expect from gemini , each Private Shopping appointment is a bespoke occasion, tailored to suit you, so we can then source an impeccably selected edit of pieces you will love from across our stores. With our stylists and an on-call tailor, your shopping experience will reach a whole new level! Call us on 01789 266894 to book your appointment today!

Are you open in the evenings?

We know that it’s a struggle balancing all your commitments so that’s why we offer exclusive late night shopping appointments from 18.00. Simply call us on 01789 266894 to book your appointment and we can make sure that your prepared for that upcoming event or weekend away!

I brought an item in-store, can I return it to you?

Items brought in-store can be returned within 14 days of purchase for an exchange for items of the same or higher value, on payment of the balance, or store credit only.

What are the store opening times?

gemini
We are open 7 days a week - Monday - Saturday 9.30-5.30pm. Sunday - 11-5pm.

gemini shoes
We are open 6 days a week - Monday - Saturday 9.30-5.30pm. Sunday Closed

What are the store addresses?

gemini
14-15 Wood St, Stratford-upon-Avon, CV37 6JF

gemini shoes
3-5 Cooks Alley, Stratford-upon-Avon, CV37 6JQ

If you haven't been able to find an answer to your question above please don't hesitate to contact our customer service team who will be more than happy to help. Call us on 01789 266894, email customercare@gemini-woman.co.uk or use our online contact form HERE