Delivery and Returns Policy

Delivery

UK Delivery with DPD

We use DPD for all mainland UK deliveries and DHL for Northern Ireland deliveries. You can check the status of your order by clicking here and using the tracking number provided when your order has been shipped.

Please note all delivery times exclude Public/Bank Holidays.

International Delivery with DHL, FedEx & Royal Mail

We use DHL, FedEx & Royal Mail for international and non-mainland UK deliveries. Due to Brexit deliveries can take up to 21 days.

Deliveries to any country outside the European Union are required to pay import tax and duties. These charges are calculated and applied by the countries Border Force and are required to be paid before delivery takes place. We will email you to inform you if you would like to proceed with these charges, if you accept and the package is refused upon delivery the amount it costs to bring the parcel back will be deducted from your refund amount.

If your order is lost in transit we reserve the right to investigate before we offer to replace or refund.

Return Policy 

We hope that you will be delighted with your purchase. However, should you wish to return anything purchased online from Gina Bacconi we will be happy to refund an item, provided it is in an unused and re-saleable condition with original tickets attached. You can return items within 28 days of receipt, including sale items. All returned items are quality-checked; any returned items failing this check will be returned to the customer, and no refund or credit will be given. 

Should you purchase multiple items in any order, and choose to return them in more than one shipment, only the first return on any order will be free of charge. Any and all subsequent return shipments will be at your own cost. These will need to be sent by tracked post for insurance purposes. Please note we cannot issue refunds unless and until items have been received by Gina Bacconi at Shubette House, 2 Apsley Way, London NW2 7HF.

We will refund your original method of payment within 14 days of returned items being received – if you experience longer delays receiving a refund, in the first instance it may be worth checking with your issuing bank. However, if you have not received a credit within 28 days, please get in touch with us at [email protected].

Free UK Returns with Royal Mail

We offer a free voluntary return service in the UK (subject to conditions in "Return Policy"). 

• Simply click this link to create your return label: www.royalmail.com/GinaBacconi-Returns
• Attach the Royal Mail returns label to your parcel, making sure you remove all original labels.
• Please repack your items and fill out the returns form enclosed.
• Drop your parcel off at your local Post Office branch or Royal Mail Customer Service Point. You will be issued with a receipt, please keep this safe until your refund is processed.

Please allow approximately 7 working days for us to process your return. You can track the progress of your return by using the Royal Mail tracking link on your proof of postage receipt. Once we receive your return you will be notified by email, if you are eligible for a refund you can expect the credit into your account within 5-10 working days.

For European Returns

If you would like to return your order please email [email protected] to request a return.

• Simply click this link to create your return label: https://web.global-e.com/Returns/Portal/oQlh
• Add your order number and email address. Note that the cost of the Prepaid Courier will be deducted from the total value of your refund.
• Please repack your items and fill out the returns form sent with your item, marking which items you are returning and including this inside your parcel.
• Refunds are processed as soon as possible once your original item has been received by our warehouse.

International Returns / Outside of UK Returns

If you would like to return your order please get in touch with us first so we can go through the process with you. Please contact us at [email protected] or at +442084382000.

In order to process your non-UK return quickly and efficiently, you must complete the return form on the back of your delivery note included in the package and return it with the goods. The cost of returning the item to us is your responsibility. For your own protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods. We recommend that you use a trackable service. Please note: The item is your responsibility until it reaches us. All returns should go to the below address:

Gina Bacconi
Shubette House
2 Apsley Way
London
NW2 7HF

If returning an item from outside the EU, please clearly mark on the package and customs label 'RETURNED GOODS', to avoid any customs charges. Gina Bacconi is not responsible for any return custom charges, if there are any charges they will be deducted from your refund.

Exchanges

If you would like to exchange a product, please place a subsequent order for the new product and return the original product as per our returns procedure outlined above. When we have received your goods you will be issued with a refund. 

Faulty Items

Damage due to wear and tear or as a result of incorrect cleaning methods not displayed on the care label is not considered faulty. We recommend checking the item upon receipt. After the item is worn it becomes hard to identify the reason or cause of faulty items.

Where possible, we will offer to repair or exchange faulty items (subject to availability). 

Refunds

Once a return is received it can take up to 7 working days to process then a further 5-10 working days for the refund to appear in your bank statement. Please note we do not refund the original shipping cost.