FAQs

1. Sizing and stock availability

How do I find my size?

Please check our Size Guide where you will find size charts for each brand we carry.
If you have questions or are between sizes, please get in touch at info@garnetdistrict.com and we will do our best to help you find the best fit.


Can you re-order an item or size that is out of stock/not available and that I wanted to purchase?

Sometimes we can! Some designs are from seasonal collections that are made to order while others are from "signature" collections that are always available from the suppliers. We are a niche concept store with very limited stock, therefore we might not have been able to secure all available sizes of a specific range in the first place.

Please send us an email and let us know the style, colour and size you are looking for and we will do our best to get it for you.
We further recommend you sign up to our newsletter (scroll down to the footnote) to be notified when new stock comes in.


Do you plan to extend your size range?

As a niche concept store, we are constantly balancing our ability to increase our size range while avoiding dead stock and encouraging wasteful overproduction.
As we continue to grow, we will be increasing our size range as demand also grows, therefore we kindly ask you to stay patient.
Make sure you are signed up to our newsletter and follow our social media channels to hear about new size additions.


Are the accessories and clothing you are using for your styling ideas for sale?

If you are interested in purchasing an item we used in one of our photo shoots but that is not listed on our website, please get in touch with us at info@garnetdistrict.com.


2. Prices and payment

Does my order include VAT ?

All prices on our product pages are indicated in GBP and excluding VAT. For customers based in the UK, 20% VAT will be added at checkout.

Customers outside the UK will not be charged VAT. However, please note that your order may be subject to import duties and taxes. These rates vary by country and are beyond our control. We recommend you contact your local customs office to determine a landed cost price prior to placing an order.


What payment methods do you accept?

Payment can be made by Visa, Mastercard, Maestro, American Express, Shop Pay, Apple Pay, Google Pay, and via PayPal.


I signed up for 10% off my first order but I can’t find my discount code!

If you have signed up to our newsletter and confirmed your subscription through the link we sent you, you will then receive a separate email containing your 10% discount code for your first order with us. If you have not received this email within an hour of subscribing to our newsletter, please check your spam folder and make sure that the email address you gave us was correct.

If you are still having trouble locating the email including the discount code, there may be an issue with the email address you provided. Please try signing up again using an alternative email address. If this still doesn’t work, please contact us at info@garnetdistrict.com


3. Placing an order

Can I cancel/change my order?

We process our orders as quickly as possible, so you won’t have to wait more than necessary for your order to arrive. If you notice a mistake or would like to amend or cancel your order for any other reason, please contact us immediately with your name, order number and full address at info@garnetdistrict.com.
If your order has not yet been shipped, we will then process your amendment or cancellation request.

Unfortunately, if your order has already been sent, we will be unable to amend or cancel it and you will need to return the order to us at your own expense.
Please note that we are located in London, UK, and might not respond immediately depending on the difference of time zones.


Where is my order notification?

After you have placed an order, you will receive an email with your order confirmation to the email address you provided at checkout. This order confirmation might sometimes take a few minutes to arrive. If you haven’t received an email from us within 24 hours since placing your order and made sure that it didn’t go to your spam folder by accident, please contact us at info@garnetdistrict.com.


4. Packaging & shipping

How will my order be packaged?

All of our orders are carefully wrapped in recycled tissue paper and come with our signature dust bag made of recycled cotton yarn that you can re-use to protect your garments. In case of smaller items, your order will be shipped in a discrete mailer bag. If the item is too large or you ordered multiple items that exceed the size of our mailer bags, we will ship your order in an unbranded gift box that is wrapped with our signature satin ribbon. This gift box will be placed inside a plain cardboard box for shipping.


Do you offer gift packaging?


Not yet, but we are working on a luxe packaging option that can be used for gifts.


Can I add a personalised message?

Yes! Leave a short love note in the comment box during checkout or contact us on info@garnetdistrict.com and we will include a personalised, hand-written card with the order.


Where do you ship to?

We ship worldwide.


How much is the shipping fee?

Please check our Delivery page for all shipping options, rates and lead times.


How long will my order take to arrive?

All orders are dispatched within two working days after payment has cleared. If there is an unexpected delay, we will make sure to let you know about it via email.

We offer two services: Standard shipping (with Royal Mail and then your national postal service) or Express shipping (with DHL or UPS). Both services are tracked and signed where possible, but for countries with an unreliable customs/postal system, we recommend using Express shipping couriers.

Shipping time varies depending on destination, shipping service and customs clearance. For more information see our Delivery page.


Will my parcel incur any additional customs or import duties?

If you are ordering from outside the UK, you may be charged additional customs fees to release your order from customs clearance. Unfortunately we have no control over these charges as these are levied by the local customs office. Please contact your local customs office if you are unsure about your country’s import fees.


5. Returns & refunds

What is your return policy?

We accept returns for a full refund of full-priced items in new, unwashed and undamaged condition with all original tags and protective strips still attached.
You must notify us in written form within 14 days of delivery if you wish to return your order.

Please send us an email to info@garnetdistrict.com notifying us about your intent to return your order and we will then send you a return authorisation form to fill out and include with your return package. Please note that we cannot process your return request if this return authorisation form is incomplete or missing.

Package your return securely and include as much original packaging as possible, then send the item(s) back to us using a secure postal service.

For international returns, please mark the contents of your package as "returned goods" with no commercial value to avoid delays and extra costs at customs.
Any customs charges incurred on the return package will be deducted from your refund.

Your return will be processed within 7 working days of receiving your package.
Refunds will be credited back to the original payment method used for the order.
Please note that original shipping charges are non-refundable.

See our Return Policy page for more details.


Can I return a sale item?

Please note that sale items are not refundable and can only be returned for store credit valid for 1 year.


Can I exchange an item?

You can exchange an item from your order for a different size and/or colour of the same style within 14 days from delivery. Please email us at info@garnetdistrict.com and we will try to accommodate your exchange request, however, this is not always possible. All exchanges are based on stock availability and we cannot keep items on hold until the item you wish to return has been sent back to us. If you want to be sure that the alternative colour/size you want doesn’t sell out, we recommend placing a new order before you send back the return package to us.

Only items can be exchanged that are in new, unwashed and undamaged condition with all original tags and protective strips still attached.

Once you have notified us about your exchange request, we will send you a return authorisation form via email. Please write your name, order number and the size and/or colour you wish to return your item for and include this document with your return package. Please note that we cannot process your exchange request if this return authorisation form is incomplete or missing

Package your return securely and include as much original packaging as possible, then send the item(s) back to us using a secure postal service. For international returns, please mark the contents of your package as “returned goods” with no commercial value to avoid delays and extra costs at customs.
Any customs charges incurred on the return package will be deducted from your refund.
Your exchange will be processed within 48 hours of receiving your package. The exchanged item will be shipped to you free of change.

See our Return Policy page for more details.

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