FAQs

We offer price matching up to 14 days after the original purchase date if a product is still in stock. The product has to be unworn and still eligible for a return. Please be aware that we only price match our own markdown prices and not our wholesale partners.

You will see a link to our Size Guide on each product page. On all clothes, we have also added a Fit Finder that uses the specific measurements you have added to recommend the right size for you. You are also welcome to contact us for advice on products and sizing.

Yes, it is possible to place an order without creating an account. However, suppose you do decide to create an account, in that case, you can save your shipping and billing address in the address book. Here you will also be able to view your order history and your tracking numbers for current orders.

Unfortunately, we cannot make any changes or cancel your order once it is confirmed. This also means we can’t change the address stated on the order or the product(s). You can choose not to receive the shipment, which will then be returned to us, or you can use our free return service. You are also welcome to contact us for advice on your order.

You will receive a shipping confirmation with a tracking link as soon as your order is dispatched. The link becomes active once the carrier picks up and scans your shipment. Therefore, it's possible that the link won't immediately work when you receive it in the shipping confirmation. If you have an account, you can log in and find the tracking no. under 'Orders'.

Please, note that the tracking information for standard shipments outside the EU will not be active before reaching the country of destination.

Please contact our Customer Service as soon as you discover your order is not as expected. If you received a damaged/faulty product, please send a picture to our Customer Service of the product showing the issue and forward your receipt and/or online order number. We need this information before processing your refund. If you bought your product(s) in-store, please contact the store you bought it from directly to help with a replacement.

Your billing- and shipping address need to be in the same country.

Unfortunately, you cannot claim a faulty product bought from one of our wholesale partners. Due to the Terms & Conditions of our wholesale partners, the claim procedure needs to be handled within that same company.

You do not have to pay any additional costs for customs when shopping at GANNI.com - we cover all duties and tax fees dependent upon country-specific import laws.

Please ensure that the items are in their original selling condition. Note that returns without intact tags or those received after 14 days from the received date of the package will not be accepted.

Once we have processed your return you will receive an email. If it has been more than 12 days since you sent it back and you have not heard back from us, please contact Customer Service and we will assist you.

When your return has been received at our warehouse, we will process it as soon as possible and within 2 business days. When processing is complete and the refund has been issued, it may take up to 10 business days before the amount is in your account, depending on your bank or credit card issuer. We will issue the refund in the same form of payment originally used for the purchase unless you have explicitly agreed on something else.

Please find a guide on how to return your order here.

Unfortunately, we don’t offer online exchanges at the moment.

If you only registered a part of the returned products, please reach out to Customer Service and inform them which product(s) you have returned. Please note this may cause a delay in processing your return.

Currently, if you have multiple orders that need to be returned, it's essential to send them back in separate parcels. This approach enables our warehouse to efficiently process your returns and ensure a smooth handling of each individual order.

Once your order reaches our warehouse and has been processed, we'll let Klarna know, and you'll receive a refund on your Klarna account for the returned products.

Your return right isn't affected by this invoice period; you'll only have to pay for the products you decide to keep. You have 30 days to pay your Klarna invoice. Pay your Klarna invoice here.

If you paid for a product with Klarna and have returned it near the end of your invoice period, we'd recommend extending the deadline to avoid paying charges. 

You can use your E-Gift Card in the last step of the checkout process. Just make sure to enter the gift card number and PIN code. 

At checkout, you will be able to enter your promo code. When you click "Apply" it will be added to your order. Unfortunately, we cannot reissue a promo code in the event that your original order is returned to us. If you have any questions or problems regarding promo codes, please contact us here.

Unfortunately, it’s not possible to buy a Gift Card in a different currency than the country of your billing/shipping address.

If your order gets cancelled or you decide to return your order, you will receive an email with a new gift card. We are not able to update the balance on an already existing gift card.

Unfortunately, you will not get a new promo code if you decide to return your order as all promo codes are for one-time use only.

You can view all of our current running promotions here.

We apologize for any errors you may experience on our website. Please contact our Customer Service and we will assist you to our best effort.

GANNI is B Corp certified and on a journey to use lower-impact materials and innovative fabrics in all our collections. You can read more about our responsibility efforts in our annual reports here.

Unfortunately, it’s not possible to get a tax refund for purchases made online.

It is not possible to provide you with an invoice when shopping on GANNI.com or in our stores. Your order confirmation is the official receipt of your order.

Pre-ordering allows you to place an order for products that are not yet in stock or available for purchase. By pre-ordering, you can secure your purchase and be among the first to receive the item once it becomes available. Please note that pre-ordering does not mean the item will be shipped immediately. We advise you to check the estimated shipping dates provided on the product page or contact our customer service team here for further information. Please find general information about pre-order below:

• Your payment will be captured on the day the item is shipped.
• A pre-order item cannot be purchased together with an item in stock.
• It’s not possible to buy pre-order items in stores.
• You will receive a confirmation email when the order is shipped from the warehouse, and the payment will be captured.
• You will receive an email if your pre-order products are delayed.
• A pre-order can only be purchased with a credit card and/or gift card.
• Cancellation: You can cancel your pre-order by contacting our customer service team here.
• Return: Once you have received your pre-order, you can return the items just like a normal order. Read more about returns here.