Refund and Return Policy

At gowngown, we want you to love every piece you receive. We understand that sometimes an item may not be quite right, whether it is the fit, the colour, or simply a change of heart. That is why we have created a straightforward and fair return policy to make the process as smooth and stress-free as possible.

Please read the following guidelines carefully before initiating a return. If you have any questions or need assistance, our team is always here to help.

Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• The item must be returned within thirty days from the date of delivery.

• The item must be unworn, unwashed, and in its original condition with all tags and labels still attached.

• The item must be returned in its original packaging, if applicable.

• Sale or discounted items may be subject to different return terms, which will be clearly indicated at the time of purchase.

Please note that certain items are non-returnable for hygiene reasons. These may include lingerie, swimwear, and any items marked as final sale. We kindly ask that you review the product description carefully before placing your order.

How to Initiate a Return

If you wish to return an item, please follow these simple steps:

1. Contact us at service@gowngown.com within the return window, providing your order number, the name of the item you wish to return, and the reason for your return.

2. Our team will respond within one to two business days with a return authorisation and detailed instructions on how to send your item back to us.

3. Pack the item securely in its original packaging, if possible, and include a note with your order number and name inside the package.

4. Ship the item to the address provided in our return instructions. We recommend using a tracked shipping service, as we cannot be responsible for items that are lost or damaged during return transit.

Please be aware that you are responsible for the return shipping costs unless the item is faulty, damaged, or incorrect due to our error. In such cases, we will reimburse your reasonable return postage costs.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within five to ten business days. Please note that your bank or payment provider may require additional time to reflect the refund on your statement.

The following deductions may apply:

• Original shipping charges are non-refundable, unless the return is due to our error or a defective product.

• If the item shows signs of wear, damage, or missing tags, we reserve the right to reduce the refund amount or deny the return entirely.

• Any customs duties, taxes, or fees incurred during international delivery are non-refundable, unless otherwise required by applicable law.

Exchanges

We do not offer direct exchanges at this time. If you wish to receive a different size, colour, or style, we kindly ask that you initiate a return for the original item and place a new order separately. This ensures that the item you desire is reserved for you promptly and avoids any delays.

Faulty or Incorrect Items

We take great care in preparing and inspecting every order before dispatch. However, in the rare event that you receive a faulty, damaged, or incorrect item, we sincerely apologise and will make things right as quickly as possible.

If you believe your item is faulty or not what you ordered, please contact us immediately at service@gowngown.com with the following information:

• Your order number

• A clear description of the issue

• Photographs of the fault or incorrect item, if applicable

We will investigate the matter and arrange for a replacement, refund, or return at no additional cost to you. In these cases, we will also cover the return shipping expenses.

Processing Time

Returns are typically processed within five to seven business days of our receipt of your package. We kindly ask for your patience during this period, especially around holidays or peak shopping seasons when processing times may be slightly extended.

International Returns

For orders shipped to destinations outside of our base region, please be aware that return shipping costs and customs procedures may vary. We recommend using a shipping method that provides tracking and insurance, as we cannot accept responsibility for lost or delayed international returns. Any customs duties or taxes incurred on return shipments are your responsibility.

Late or Missing Refunds

If you have not received your refund within the expected timeframe, please first check with your bank or payment provider, as processing times may vary. If you have done so and still have not received your refund, please contact us at service@gowngown.com with your order number, and we will assist you in resolving the issue.

Contact Us

If you have any questions about our refund and return policy, or if you need help with a return, please do not hesitate to reach out to us. We are here to make your experience with gowngown as pleasant and seamless as possible.

You can contact us at:

service@gowngown.com

We value your trust and satisfaction, and we are committed to handling every return with fairness and care.

Warm regards,
The gowngown Team