Our Faq Page is the best place to find ALL the answers to your MOST ASKED questions-women's active gym wear  

Frequently asked questions

REFUND

Why cant i get a refund before returning the item back ?


When we receive your item back in the same condition we sent it out , we will process a refund back to the original PAYMENT Merchant. Please be avised we are not obliged to refund without receiving the merchandice back at our warehouse. This does not effect your statatory rights.




How long does it take for the refund to be processed?


Your request will be processed within 10 business days after we receive your return. The refund will be issued to your original payment account, as per your request. Note: The original shipping fee and shipping guarantee are non-refundable




What is the status of my refund?


Most returns can be processed within 1-2 business days after we receive your package. Considering how many days to receive the item back , It may take 7 -9 days to process your refundi in total .




How do I receive my full refund?


We will offer a full refund for all returnable items, excluding shipping fee, shipping guarantee and non- refundable items as per our terms and conditions.




Why did I receive a payment message after receiving the refund?


If refunds and payments are processed within the same day, the issuing bank may process the payment as a hold but does not deduct from the account. We recommend you contact your bank to verify.




What should I do if my refund is incorrect?


We're really sorry if we've made a mistake with your refund! If this is the case please get in touch with our Customer Care team and we'll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch. Before you contact us, there are a couple of things that may affect the amount you have been refunded: The delivery charge, which is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the goods are faulty. Any discounts that were applied at the time of sale, which may not now be applicable e.g Spend & Save codes. Check out our Ts&Cs for more info.




What happens to my refund if my card is no longer in use?


Your refund will still go back onto the card details used on your order as long as the card account is still open. When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order to a different card.




Do you refund delivery charges if I return something?


Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect, or if your order has been cancelled under the Consumer Contracts Regulations. For more information on the Consumer Contracts Regulations, click here.. You can read more in our Ts&Cs here.




I’ve cancelled my order, when will my money be available again?


If you've cancelled an order through My Account, then we won't have taken any money for your order. We only take the money for an order once it's been sent to our warehouse to be packed up. Depending on which payment method you selected at checkout, the time it takes for the money to become available again can vary: Credit or debit card - your payment provider will reserve the funds ready for us to take. You may notice the amount on your bank statement with a 'Pending or Reserved status'. Paypal - the funds will be reserved ready for the payment to be authorised. You may notice a pre-authorisation transaction ID on your account. Gift voucher - this will be locked back on to your account within 72 hours of the order being cancelled. Laybuy or Clearpay* - you'll receive an updated version of your invoice within 24 hours of the order being cancelled. When you cancel the order the reserved funds will be made available to you again. This can take up to 10 working days depending on your payment provider and we're not able to speed up this process. If the funds have not been released after 10 working days, please get in touch with our Customer Care team and we'll look into it further for you. *Klarna and Clearpay are only available in certain countries. You'll be able to see whether this payment option is available to you at checkout.








My items still haven’t been shipped and I haven’t received a refund, what shall I do?


Please contact info@girlsgotstyle.co.uk with your name and order number.





RETURNS

Can i cancel my order ?


If your order has not been shipped out, you can cancel this order under "My Orders". Or you can contact our Customer Service for assistance.

2. Cancelling an unpaid order

An unpaid order will be canceled automatically after 12 hours. Or please log into your account >> click on "My Orders" and click on the "Cancel Order" button. Your order will be cancelled.

Please note that we Can Not cancel orders which have been shipped out. Therefore, please contact our customer service for help if you do not want the order. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics




How can i return my items?


To begin the return process:

1. Sign into your account.

2. Find the order in My Orders, click the "Return Item" button.

3. Select the item(s) you would like to return, indicate the reasons, and submit.

4. Select return method.

5. If you choose Post Office, print the return label and securely tape it to the outside of your return package,then drop off your package at your nearest Royal Mail.




How can i return/exchange items they are not as described?


You may check out our Return Policy first, then please contact our Customer Service about which items you want to return with the following information. 1) The order number 2) The item's name or SKU number or pictures 3) A description of the problems and some clear pictures We will process your return request and offer the nearest return address for you as soon as we can




Can I exchange for a bigger/smaller size?


We accept return for refund or exchange. The following items cannot be returned or exchanged:

Please note that exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return for refund. Please contact our Customer Service for further help




What if I received a wrong/defective/stained item?


We want to sort out any issues with wrong/defective/stained items straightaway. As soon as you discover a wrong/defective/stained item, please contact our Customer Service with: 1) The order number 2) The item's name or SKU number or pictures 3) A description of the problems and some clear pictures We'll get back to you as soon as we can.




Packaging your return


If you have items from more than one order that you'd like to return, you can send them back in the same parcel. You'll just need to create a return for each order in My Account, to let us know which items you're returning from each order.

If you've created multiple returns for items from different orders, and have returned everything in one parcel, you'll only need to present one QR code or label when returning your order. Once scanned, the order linked to this QR code or label will be the only return that will be updated in My Account. However, once your returned items are received at our warehouse, they'll all be processed at the same time, and we'll drop you an email to confirm.




Have you received my returned items?


If you're returning from the UK, it can usually take up to 10 days (excluding weekends and bank holidays) from the day after the date of your return for your parcel to be delivered back to our warehouse and processed. All returns are subject to our original condition and fair use policies. Check out our Returns Policy to find out more. Find out how to track your return here. We'll send you an email as soon as we've completed your return. I we’ll also send you a notification once your return has been completed. For more info on getting notifications, click here. How long does a refund take? Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 10 working days depending on your payment provider. If your returns haven't reached us after the returns timeframe, please get in touch with your proof of postage so we can help you further.




How long do you have to return?


You have 28 days from the date your order was delivered, or available for collection to return it for a refund. *All returns are subject to our original condition and fair use policies set out in our Returns Policy.




What is your Returns Policy?


We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights.

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that?
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs. Original Condition Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:





DELIVERY

I still haven’t received my package. Where is my order?


You will receive your order in 14-25 business days from the date that it is placed.

We're improving our delivery process to make your packages even safer, so there may be a delay in processing your orders.

This is to make sure that your order is accurate. This processing time does not include shipping time.

As for estimated delivery time, please check the Shipping Info page. You can log into your account >> click on "My Orders" and click on the "Track" button for more details




Why does it say that my tracking number is invalid?


If there is a tracking number, it means that the parcel has been shipped out.

The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from airport. Once they have scanned those parcels, the website will update the tracking number. It may take 5-7 days to see any activity once it has shipped out from our end.

Please allow some time for the courier to update the latest tracking info after reaching next station.




How can I track my order?


Please log into your account >> click on "My Orders" on the page “Me”, then click the button “Track” for your order.

It may take 3-5 days to see any activity once it has shipped out from our end as the next facility need time to scan parcels.

Please allow some time for the courier to update the latest tracking info after reaching the next station.




Can i add international Express Shipping ?


Due to the current pandemic shipping is estimated at around 7-9 days and in some worst case senarios it can take 15-20 However this is based on international shipping estimates and can arrive much sooner than the estimated carriers .




Do i have to pay a surcharge for customs ?


In some cases when items are shipped from overseas we are obliged to notify customs regarding international orders , as most items are based on weight it really depends how much you order .





PAYMENT

I want to pay with Clearpay.


You can select Clearpay when you check out and complete the payment according to the suggested process. Please be advised it will ask you for personal information due to credit circumstances .




Can i pay with Paypal ?


You are most welcome to pay with paypal , Paypal is one of our payment merchants along with our other payment partners -Alipay Laybuy Stripe Clearpay & Debit or Credit Card




What should I do if I’ve been overcharged for my order?


We're sorry if you've been charged more than you were expecting for your order. There are a couple of reasons why it may appear you've been charged more than you were expecting: We charge you in the currency that is selected at the checkout when you place your order. If your local currency is different to the currency you selected at the checkout then your bank will convert the amount using their exchange rate. Next time you shop with us, click on the flag at the top right corner of any page, then select your country from the list if it isn't already selected. If there is more than one currency available to you, you'll be able to choose your currency here too. If only one currency is available, the currency will be displayed. If you've used a promo code on your order, the discount may not apply to all of the items in your basket. There are certain exclusions with some promo codes and you can find these in the Ts&Cs that would have been included when you received the code. If you still believe you've been overcharged for you order, then please get in touch with our Customer Care team and we'll look into it further for you.




When will I be charged for my order?


The time at which you'll be charged for your order will depend on the payment method you selected at checkout. If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful. If you've selected one of our Buy Now, Pay Later payment options, you'll be sent an invoice within 24 hours of your order being placed. Your invoice will include details of when payment is due. If your card is not authorised, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.




How do I use PayPal to pay for my order?


To pay with PayPal, you'll need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it's free. As soon as your PayPal account is set up, log into your Girlsgotstyle account and click Edit/Add under the Payment Methods section. Click Add new payment method, select PayPal from the list of options and click Save. Once you've done this, you won't need to add your details again on GGS If PayPal has successfully been added as a payment method on your account, it will appear as a payment option at the checkout. Why pay with PayPal? It's safer: shop at thousands of websites without sharing your financial details. It's faster: with no need to type in your card details, you can check out in a few clicks. It's easier: all you need is an email address and password to pay online.




I have been asked to pay a duty fee to receive my delivery - what is this for?


Some countries charge a duty or tax on packages imported from the UK over a certain value. If your order exceeds the maximum amount, you may be asked to pay a duty fee to receive your order. Please check your country's tax specifications prior to placing your order, as we cannot be held responsible for any tax payments.




I am based outside of the UK - can I pay with Laybuy ?


Currently, we are only able to make Laybuy available to customers based in the UK.




What payment methods do you accept?


You can purchase on our website using a debit or credit card, and we offer Paypal, Alipay Stripe Laybuy.




Which currency will I be charged in?


We currently only support GBP for items and shipping fees. For international currencies, please note your bank and payment method may apply the corresponding conversation rate of the currency you choose, and additional processing fees.





SHIPPING

How long does it take for shipping ?


Depending on the carrier it can vary from to 2-3 days when stock is held in the uk and up to 7-9 days with the current pandemic thats happeining with international shipping , As some of our stock is held overseas shipping iit back internationally can have some delays at the moment. Sorry for the inconvience and we really appreciate your patenice




Why I didn’t get an email about my order being shipped?


Normally, an email with tracking number will be sent to your account email address after the order is shipped out in 24 hours.

If you did not receive the email:

1. Please visit "My orders" to check the order status, it could be still in processing.

2. Please check if you loged into the correct account, the email is sent to the registered email address.

3. Please check your junk emails and if your email address shielded our email.




When can customers get free shipping?


We are cuurently offering free shipping to all international destinations listed below. UK BRAZIL FRANCE GERMANY SWEDEN PORTUGUL DENMARK ITALY SPAIN




Can I change/modify my shipping address/sizes?



1. If the order has not been shipped, you can click and edit shipping address under "My orders".

2. If the order is shipped, please contact our customer service for help.

About size changing:

1. For unpaid orders, you need to cancel the order in "My orders" and place a new one with the size you want.

2. For paid but unshipped orders, you can contact our customer service for size changing.

3. For shipped orders, the size cannot be edited. GGS recommends you to do return for size changing after you receive the parcel




How will COVID-19 affect my delivery?


Due to high demand for home shopping and the COVID pandemic, our couriers are reporting anticipated delays to the arrival of parcels. Our website contains our usual delivery time-frames but please be aware that UK parcels could take up to an extra 3 working days to arrive, EU an extra 7 working days and ROW an extra 10 working days. Please use the tracking link emailed to you, so you can follow the progress of the order to your door.

Please allow extra time for your order to arrive with you as there are currently extra procedures in place which may cause delays in your local territory. We are monitoring the situation closely and will advise of any changes. If you have any specific questions relating to your order, please email our customer service team at info@girlsgotstyle.co.uk




How long will my parcel take to get to me?


Our current processing time to dispatch an order from our warehouse is 3-5 working days (Monday-Friday), not including the day the order was received.

Once your parcel has been dispatched from our warehouse, it will take:

UK - 3-7 working days
Europe - 5-9 working days
Rest of World - 10-14 working days

(Working days are Monday to Friday, excluding UK Bank Holidays).




My tracking number isn’t workinMy tracking number isn’t working, what shall I do?g, what shall I do?


Please allow 24 hours for your tracking number to activate as the number may not be valid until your order is picked up by the courier. If it's still not working, please contact info@girlsgotstyle.co.uk with your name and order number.





STOCK

Do you restock sold out items?


If an item is marked as "Sold Out", we suggest you check the site frequently in the next two weeks in case it restocks. However, if it does not restock within few weeks, it is likely to be removed from our online store.




Where are your products sent from?


We currently have warehouses in United States, Europe, China and India Normally the products will be sent from Europe and China,and most of the items are stocked in a UK warehouse.




Is there a risk of catching COVID-19 from a parcel?


The latest guidance and advice suggests that the risk is very low as the virus does not survive outside of the human body for more than 24 hours. We would always recommend following the government advice which is to wash your hands after touching the parcel and recycling (or disposing) of the external packaging.

For parcels being returned to us, they will be held for 48 hours before being processed in-line with the latest advice and guidance





PRIVACY

Is it safe to order from you?


One of the most secure online system is applied to our website to protect your personal information against unauthorized use. We utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties




Will you save my personal information?


We respect your privacy and keep your personal information confidential. Personal data is information that can be used to directly or indirectly identify you. Personal data also includes anonymous data that is linked to information that can be used to directly or indirectly identify you. Personal data does not include data that has been irreversibly anonymized or aggregated so that it can no longer enable us, whether in combination with other information or otherwise, to identify you.For more details, please kindly refer to : Privacy Policy




What is a privacy policy?


A privacy policy is a statement that discloses some or all of the ways a website collects, uses, discloses, and manages the data of its visitors and customers. It fufills a legal requirement to protect a visitor or client's privacy.

Countries have their own laws with different requirements per jurisdiction regarding the use of privacy policies. Make sure you are following the legislation relevant to your activities and location.




What type of information do you collect?


We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.




How do you collect information?


When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.




Why do we collect such personal information?


We collect such Non-personal and Personal Information for the following purposes:

  1. To provide and operate the Services;
  2. To provide our Users with ongoing customer assistance and technical support;
  3. To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
  4. To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
  5. To comply with any applicable laws and regulations.




How do you store, use, share and disclose your site visitors' personal information?


Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.




How do we communicate with your site visitors?


We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.




How do we use cookies and other tracking tools?


If your website tracks personal information through the use of cookies, for example, you must make this clear to your site visitors. Be clear about what tracking tools (e.g. cookies, flash cookies, web beacons, etc.,) your website employs, what personal information they gather and why they are being used




How can your site visitors withdraw their consent?


If you don’t want us to process your data anymore,they can contact us at [info@girlsgotstyle.co.uk] stating they are requesting data removal.




Privacy policy updates


We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.





ORDERS

I've received an incorrect item in my order, what do I do?


We want to sort out any issues with incorrect items straight away. If one of the items you received isn't what you ordered, please send it back to us and we'll refund you if it's incorrect. To create your return, simply log into My Account, click Create Return next to the order you’re looking to send back to us and follow the instructions provided. Don’t forget to select Incorrect item received as your reason for return. For more information on how to return, click here. Do keep hold of your proof of postage in case we need to look at it later on. If you choose to return through another method, it's your responsibility to pay for your return. If you still want the order and they're still in stock, please order them through our website as normal. The easiest way to do this is to log into My Account, view your original order, and then add the items to your shopping bag.




I'm missing an item from my order, what do I do?


We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following: We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. You can also check if your order has been split into more than one parcel by logging into 'My Account' and checking my orders. The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this. If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
If you have an item missing from your order, please let us know within 30 days of of your order being delivered and we’ll do our best to help you.




Where is my order?


Once you have placed your order, we will send you an order confirmation email with your tracking link so you can see the status of your order.




I haven’t received a confirmation email and I placed my order over 24 hours ago, what shall I do?


These sometimes go into the spam/junk folders so please check this first and if you still do not have it, do email our customer service Team with your name and they will be able to help locate your order details.




Can I change my order?


It is possible for our customer service team to make amends to your order prior to our fulfilment team packing your items. Please email info@girlsgotstyle.co.ukas soon as possible with your order number and requested amends and the team will do their best to help you.





EXCHANGE

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


All returned items will be refunded once they've been inspected by our warehouse team. If you need a different size or colour of an item, then you'll need to place a new order. UK Returns are FREE and trackable. You have 28 days from the date you receive your order to return it for a refund. It can take up to 10 days for your order to reach the warehouse and be processed. Refunds can take up to 10 working days to show on your account





FAQ