Returns, Exchanges and Refunds

Standard 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.

I want to return a product to Gemini

Unwanted items can be returned as long as they are in their original condition, unused, unworn, undamaged and in a resaleable condition. Wherever possible items should have their swing tags intact and be in their original packaging. Please be careful when trying on items that you are not wearing any makeup, deodorant, body lotion or jewellery that may leave a scent, mark or damage the item. Unfortunately if any items are returned in an unsaleable condition we will not be able to accept them for return.

Footwear
Please try footwear indoors on a carpeted area so not to mark the soles. We suggest you wear them inside for at least an hour before deciding to wear them outdoors. We will not be able to accept shoes for return if they have a clearly marked sole.

Jewellery
All jewellery except pierced earrings can be returned if not suitable.

Underwear and Swimwear
All items should be tried on over normal underwear. Protective strips should remain intact. We will not be able to accept returns of any items that are soiled.

Can I return an item bought in the sale?

Unwanted sale items can be returned within 14 days of receipt using the same guidelines as full priced product. This differs from our in store policy where sale items can be returned within 7 days of receipt for an exchange for items of the same or higher value, on payment of the balance, or store credit only.

Late Returns

Your unwanted Items should be returned to us within 14 days after receipt of delivery. Orders returned outside of this timeframe will only be refunded by a credit to your account which will automatically be deducted from your next purchase. Credits to your account are valid for 12 months.

Gift Returns

If you have received an item as a gift and you would like to return it, we can refund the value as a credit to your account at the last known selling price, unless you can supply us with the original delivery details. If you haven't bought from us previously you will need to contact Customer Care on 01789 266894 or email customercare@gemini-woman.co.uk and we will create an account and apply a credit to the value of the item bought. Alternatively the original purchaser can return the item and the refund can be processed to their account in the normal way. Orders returned outside of this timeframe will only be refunded by a credit to your account which will automatically be deducted from you next purchase. Credits to your account are valid for 12 months.

My Items have arrived faulty

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.

My order is incorrect

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.

I want to exchange an item

If you would like to exchange the item you have bought for a different size please contact our Customer Care Department on 01789 266894 or email customercare@gemini-woman.co.uk and we will hold the size required for exchange until we have received the original item back to our Customer Returns Department.* Alternatively you can create a new order for the correct size and return the original item for a refund. *If the item you have requested for exchange is under the free delivery limit you will be required to pay the delivery postage for the exchange before the item is sent out.

How to make a return

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.

Refunds

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