FAQS

ORDERING

I'M GETTING AN ERROR WHEN I'M TRYING TO PLACE MY ORDER?

IF THIS DOES OCCUR, CHECK YOU'VE FILLED ALL THE DETAILS OUT PROPERLY INCLUDING YOUR NAME, ADDRESS AND PAYMENT INFO. STILL NOT WORKING? EMAIL US AT INFO@GARMSHACK.COM AND WE'LL SEE IF WE CAN TRACK DOWN THE PROBLEM. 

I MADE MULTIPLE ORDERS, CAN I COMBINE THEM?

I'M AFRAID THIS IS SOMETHING WE CAN'T DO, SORRY!

MY ORDER STILL HASN'T ARRIVED, I THINK IT IS LOST?

IF YOU THINK YOUR ORDER HAS BEEN DELAYED OR LOST IN THE POST PLEASE CONTACT US VIA OUR CONTACT FORM OR INFO@GARMSHACK.COM AND WE WILL START AN INVESTIGATION WITH THE COURIER. UNFORTUNATELY WE CANNOT RE-SEND YOUR ORDER OR REFUND YOU UNTIL THE COURIER HAS CONCLUDED THE INVESTIGATION, WE WILL KEEP YOU INFORMED AND WILL BE IN TOUCH ONCE THE INVESTIGATION HAS FINISHED.

YOU'VE SENT ME THE WRONG ITEM OR PART OF MY ORDER IS MISSING?

FIRSTLY, PLEASE ACCEPT OUR SINCEREST APOLOGIES. WE TRY REALLY HARD TO MAKE SURE EVERYTHING IS PERFECT BUT MISTAKES CAN OCCASIONALLY HAPPEN. PLEASE CONTACT US AT INFO@GARMSHACK.COM AND WE'LL GET THIS RESOLVED FOR YOU AS QUICKLY AS POSSIBLE.

 

PAYMENT, PROMOS & GIFT CARDS

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

YOU CAN USE ANY PAYMENT TYPE LISTED BELOW TO PAY FOR YOUR ORDER:

  • MASTERCARD
  • VISA
  • AMERICAN EXPRESS
  • AMAZON PAY
  • AMEX
  • APPLE PAY
  • GOOGLE PAY
  • KLARNA
  • MAESTRO
  • PAYPAL
  • SHOP PAY
  • CLEAR PAY
  • GARM SHACK GIFTCARDS

WE TAKE FRAUD VERY SERIOUSLY, SO ALL CREDIT & DEBIT CARD HOLDERS ARE SUBJECT TO VALIDATION AND AUTHORISATION BY BOTH US AND THE CARD ISSUER.

WHAT CURRENCIES CAN I USE?

WE ACCEPT THE FOLLOWING CURRENCIES:

  • GBP
  • AUD 
  • DKK 
  • EUR
  • USD
  • CHF
  • NZD
  • CAD
  • SEK
  • CHF
  • JPY
  • ZAR

FOR SOME COUNTRIES WE DISPLAY AN APPROXIMATE CONVERSION FROM THESE CURRENCIES TO LOCAL CURRENCIES. LOCAL CURRENCIES ARE FOR DISPLAY PURPOSES ONLY AND ARE CALCULATED BASED ON EXCHANGE RATES THAT ARE UPDATED DAILY.

WHEN WILL I BE CHARGED FOR MY ORDER?

THE FULL COST OF THE ORDER WILL BE CHARGED AS SOON AS YOUR ORDER IS PLACED.

WILL I BE CHARGED VAT?

ANY ORDER PLACED FOR DELIVERY OUTSIDE OF THE UK COULD RESULT IN IMPORT DUTIES AND TAXES (INCLUDING VAT).

WE RECOMMEND THAT YOU CONTACT YOUR LOCAL CUSTOMS OFFICE FOR INFORMATION AS CUSTOMS POLICIES AND PRACTICES VARY WIDELY FROM COUNTRY TO COUNTRY.

HOW DO I USE A VOUCHER CODE (GIFT CARD/DISCOUNT CODE)?

WE LIKE TO MAKE THINGS AS EASY FOR YOU AS POSSIBLE, INCLUDING GETTING DISCOUNT OFF YOUR FAVOURITE VINTAGE ITEMS.

ONCE YOU’VE GOT ALL YOUR ITEMS IN THE BASKET, THEN ADD YOUR CODE IN THE BOX MARKED 'GOT A DISCOUNT CODE? ENTER IT HERE'. CLICKING 'APPLY' WILL APPLY THE DISCOUNT.

IF THE CODE DOESN'T WORK THEN YOU'LL NEED TO CHECK YOU'RE NOT TRYING TO USE MORE THAN ONE OFFER, YOU CAN ONLY USE ONE PER ORDER.

IF YOU HAVE ANY PROBLEMS ENTERING THE CODE THEN YOU CAN CONTACT OUR CUSTOMER SERVICE TEAM VIA INFO@GARMSHACK.COM

PRODUCT & STOCK

WHERE CAN I FIND YOUR SIZE GUIDE?

PLEASE CLICK HERE FOR ALL OUR SIZING INFORMATION.

WILL AN ITEM BE BACK IN STOCK?

WE ARE A VINTAGE STORE MEANING WE ONLY HAVE ONE OF EACH ITEM. HOWEVER, WE DROP AT LEAST 50 ITEMS EVERY DAY SO MAKE SURE TO CHECK BACK DAILY AND FOLLOW US ON SOCIAL MEDIA TO KEEP UP TO DATE!

RETURNS & REFUNDS

WHAT IS YOUR RETURNS POLICY?

YOU CAN RETURN ANY ITEM YOU ARE NOT COMPLETELY HAPPY WITH FOR A REFUND, WITHIN 14 DAYS OF RECEIVING THEM. ALL YOU NEED TO DO IS KEEP THE SWING TAG ATTACHED TO THE ITEM AND INCLUDE THE ORIGINAL INVOICE. PLEASE CAN YOU ALSO STATE AT THE BOTTOM OF THE INVOICE THE REASON FOR YOUR RETURN.

UNFORTUNATELY, WE CANNOT REFUND THE ORIGINAL COST OF POSTAGE NOR THE POSTAGE COST TO SEND THE ITEM/ITEMS BACK TO US.


PLEASE REFER TO OUR RETURNS POLICY PAGE FOR MORE INFORMATION.

HOW DO I RETURN AN ITEM AS A UK CUSTOMER?

USE OUR RETURNS PORTAL. THIS WAY YOU CAN RETURN ANY SIZE PARCEL FOR ONLY £2.85 WHICH WE WILL JUST DEDUCT FROM YOUR REFUND COST. THIS WILL BE TRACKED AND GIVE YOU A LABEL TO STICK TO THE PARCEL, ALL YOU NEED TO DO IS FOLLOW THE STEPS AND TAKE IT TO YOUR LOCAL POST OFFICE.

RETURNS PORTAL - BUSINESS NAME (GARM SHACK):

HTTPS://WWW.ROYALMAIL.COM/TRACK-MY-RETURN/PICK-A-RETAILER

ANY FURTHER QUESTIONS, SEND US AN EMAIL TO INFO@GARMSHACK.COM OR USE OUR CONTACT FORM AND WE WILL BE HAPPY TO HELP.

HOW DO I RETURN AN ITEM AS A NON-UK CUSTOMER?

RETURN TO THE FOLLOWING ADDRESS:

GARM SHACK LTD - RETURNS

350-352 LONDON ROAD

PORTSMOUTH

HAMPSHIRE

PO2 9JY

UNFORTUNATELY, WE CANNOT REFUND THE ORIGINAL COST OF POSTAGE NOR THE POSTAGE COST TO SEND THE ITEM/ITEMS BACK TO US.

WHEN WILL I RECEIVE MY REFUND?

ONCE WE RECEIVE YOUR RETURNS PARCEL WE WILL THEN PROCESS YOUR REFUND TO THE PAYMENT TYPE FROM WHICH THE ORIGINAL PAYMENT WAS MADE. REFUNDS ARE NORMALLY ISSUED WITHIN 1-2 WORKING DAYS FROM RECEIVING YOUR RETURNED ITEM.

OUR REFUND SHOULD BE RETURNED TO YOUR ACCOUNT WITHIN 5 WORKING DAYS AND WE’LL SEND YOU AN EMAIL TO LET YOU KNOW IT’S ON ITS WAY!

IF YOU DON’T RECEIVE YOUR REFUND AND IT’S BEEN 10 WORKING DAYS SINCE YOU RECEIVED OUR EMAIL, THEN YOU’LL NEED TO SEND US AN EMAIL TO INFO@GARMSHACK.COM OR USE OUR CONTACT FORM AND WE WILL BE HAPPY TO HELP.

SHIPPING & DELIVERY

WHAT DELIVERY OPTIONS DO YOU OFFER?

ALL OUR DELIVERY OPTIONS CAN BE FOUND ON OUR DELIVERY INFORMATION PAGE. 

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?

OUR DELIVERY INFORMATION PAGE CAN TELL YOU THAT, YOU’LL HAVE THE OPTION TO SEE TIME FRAMES!

WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?

IT'S POSSIBLE, YES.

ANY ORDER PLACED FOR DELIVERY OUTSIDE OF THE UK COULD RESULT IN CUSTOM CHARGES OR IMPORT DUTIES. THE RECIPIENT OF THE PARCEL WILL NEED TO PAY ANY APPLICABLE CHARGES PRIOR TO RECEIVING THEIR GOODS.

AS WE DON'T HAVE CONTROL OVER THESE CHARGES WE ARE UNABLE TO ADVISE WHAT THE COST MAY BE.

WEBSITE

WHAT IS YOUR PRIVACY POLICY?

PLEASE REFER TO OUR PRIVACY POLICY PAGE. 

WHY AM I HAVING PROBLEMS ACCESSING THE CHECKOUT?

IF YOU’RE HAVING PROBLEMS ACCESSING THE CHECKOUT OR ANY PART OF OUR WEBSITE, THEN PLEASE GET IN CONTACT WITH OUR CUSTOMER SERVICE TEAM STRAIGHT AWAY.

SEND US AN EMAIL TO INFO@GARMSHACK.COM OR USE OUR CONTACT FORM AND WE WILL BE HAPPY TO HELP.