CAN I CHANGE MY ORDER?
Once you have placed your order, you can no longer change the sizes or colours yourself. If you would still like to make some adjustments, please contact our customer service to consider the possibilities. We will try to respond to your questions within 24 hours, but please make sure to mention your order number.
CAN I CANCEL MY ORDER?
Once you have placed your order, you can no longer cancel the order yourself. If you wish to cancel, please contract our customer service. However, we process orders as soon as possible, so there is not much time to cancel your order. We will try to respond to your questions within 24 hours, but please make sure to mention your order number.
CAN I BUY / USE A GIFT VOUCHER?
You can buy gift vouchers at all our fred + ginger / Ginger stores. The gift vouchers are valid at all our stores, but cannot be used online just yet. We are working on it.
HOW CAN I PAY?
Our web shop offers different payment options: Visa, Mastercard, Bancontact and PayPal:
WHEN WILL THE MONEY BE DEBITED FROM MY ACCOUNT?
Depending on the payment method you choose, the money will be debited from your account immediately or after some time.
HOW CAN I USE A PROMOTION CODE / PROMOTION VOUCHER?
If you received a specific promotion code valid at our web shop, you can use it with your payment. You can always enter your promotion code on the shopping basket checkout page. Please not that not every code can be combined with other promotions. If you have any questions in this regard, do not hesitate to contact our customer service. We will try to respond to your questions within 24 hours, but please make sure to mention your order number. Please keep in mind that GIFT VOUCHERS can not be used on our webshop yet. They can only be bought and used in our stores.
WHAT IS THE STATUS OF MY ORDER?
Orders that are placed before 22 pm are generally shipped the business day after they are placed. We will send you an email with a payment summary and return form the night your parcel is shipped. You will also receive an email from our courier service, so you will be able to track your parcel. Once we have transferred the parcel to our courier, delivery is generally made the following business day. If you have any further questions about the status of your order, do not hesitate to contact our customer service. We will try to respond to your questions within 24 hours, but please make sure to mention your order number.
SHIPPING OPTIONS AND INTERNATIONAL SHIPMENTS
Standard delivery is to Belgium and the Netherlands. We currently offer free delivery.
INFORMATION ABOUT LEAD TIMES AND DELIVERY
fred + ginger / Ginger always tries to ship your orders as soon as possible. Orders are generally shipped one business day after they are placed. Please take into account that orders may take a little longer to process at peak times (sales, major promotions). Note that due to stock inventory, shipments are suspended for few days. We will send you an email with a payment summary and return form the night your parcel is shipped. You will also receive an email from our courier service PostNL, so you will be able to track your parcel. This email will also give you an indication of the planned delivery date. PostNL's e-mail will also allow you to:
You will always have to sign for the parcel’s delivery, so make sure someone is present at the provided address. If nobody is present, PostNL will try to deliver the parcel to a neighbour.
HOW CAN I RETURN A PARCEL?
You can return the items from your parcel up to 14 days after the receipt. For items purchased during special deals or with discount, the same options are available. These are your options for returning a package:
GUIDELINES FOR RETURNS
Make sure your items are:
RETURNING IN A BELGIAN STORE
You can return your order for free in any fred +ginger / Ginger store. Find a store close to you here. These are the advantages of returning to a store:
Tip: when you would like to exchange your item for a different size, it’s best to call the nearest store and ask whether they have your size in store. In case they don’t, they can transfer it from another store.
BELGIUM: FREE RETURNING WITH KARIBOO!
When you live in Belgium, You can return online purchases for FREE using a kariboo!-spot. This is how it works:
THE NETHERLANDS: FREE RETURN WITH POSTNL
If you live in The Netherlands, You can return online purchases for FREE using a PostNL parcel service point. This is how it works:
Return address for PostNL:
FRED + GINGER / GINGER
Answer number 11144
We will refund the the returned items within 14 work days. The money will always be refunded using the method of payment you chose with your order. Pay attention: If you paid using Creditcard, the money will only be available with your next (monthly) Creditcard bill. PAY ATTENTION: Did you order any items online and pay for them in one of our stores (web-in-store)? Then you will only be able to return them in a fred + ginger / Ginger store.
MY ITEMS WERE DAMAGED OR DIRTY WHEN THEY ARRIVED. WHAT SHOULD I DO?
fred + ginger / Ginger pay a great deal of attention to quality. If regardless of all our efforts, your item arrived in a damaged or dirty condition, do not hesitate to contact our customer service. Together we will look for the best solution for you.
CAN I EXCHANGE MY ITEMS?
Due to technical issues you only can exchange all items purchased at our fred + ginger / Ginger store for another size. This within 14 days after receiving your order. Click here to find your nearest store. At the moment it is nog possible to exchange your items via the webshop. You can always send your items back - we will refund them - and order another size of item.
CAN I HAVE A REFUND?
You have 14 days to consider starting the day you received your package. Exactly how your return is handled depends on the following situations.
Always bring the receipt from your online purchase and the return form with you to the store for any of the three options mentioned above, you will have received this through e-mail when your order was shipped. If you did not receive this, please contact our customer service. We try to answer your questions within 24 hours, don’t forget to mention.
WHEN DO I RECEIVE MY REFUND / MONEY?
If you brought your items to one of our stores, we will have them shipped to our warehouse where we will process your return. You will receive your refund within 14 days after we the package arrived in our warehouse using the same payment method you chose for your online order. Pay attention: If you paid using Creditcard, the money will only be available with your next (monthly) Creditcard bill.
WHAT IS THE STANDARD RIGHT OF WITHDRAWAL?
Are you not completely satisfied with your order and do you want to return your order? This is possible within 14 calendar days of your purchase. To return your order, we recommend that you use the return form that you receive with your order. We have completed this formalmost completely for you. Do you want to use the standard withdrawal form?Download and print this standard withdrawal form and then complete the form:
Corporate Social Responsibility (CSR)
WHAT IS THE FAIR WEAR FOUNDATION?
Fair Wear Foundation is an independent organization dedicated to improving working conditions at production plants in 11 countries in Europe, Asia and Africa. More than 80 European companies with almost 120 brands are members of the Fair Wear Foundation today.
SINCE WHEN IS FRED + GINGER / GINGER AFFILIATED WITH FAIR WEAR FOUNDATION?
fred + ginger / Ginger joined the Fair Wear Foundation in januari 2017.
WHAT DOES TE COOPERATION WITH THE FAIR WEAR FOUNDATION LOOK LIKE?
Fair Wear Foundation is committed to improving conditions at production sites. For example, FWF monitors the working conditions in our sweatshops. The FWF Code of Labor Practices, or the eight standards of Fair Wear Foundation, are taken into account:
Based on this check, an improvement plan is drawn up that fred + ginger / Ginger must then implement together with the supplier. By becoming a member of the Fair Wear Foundation, we are committed to constantly point our suppliers to the eight Fair Wear standards and working continuously on improvements with our suppliers.
The Fair Wear Foundation also performs an annual audit at our head office - to establish that we are also contributing to the improvements from our office. For example, our purchasing policy is checked bij the FWF: Do the delivery times that we demand, give sufficient room to produce the orders, or does this perhaps cause excessive overtime? And are our purchase prices high enough to pay workers in the factories a fair wage?
HOW ARE THE CIRCUMSTANCES AT THE PRODUCTION SITES CHECKED?
In consultation with the Fair Wear Foundation, we prepare an annual plan to check our production sites. Based on this plan, our production sites are visited by a Fair Wear audit team and audits are carried out. During such an audit, it is checked whether the Fair Wear code of conduct is also respected in practice and interviews are conducted separately with both the management team and the employees in the factory.
DOES FRED + GINGER / GINGER HAVE A CODE OR CONDUCT?
Yes. The fred + ginger / Ginger Code of Conduct is actually the Code of Conduct of our parent company, FNG International. All our requirements and guidelines for suppliers are clearly indicated in this document. The main points of our Code of Conduct are:
HOW DOES FRED + GINGER / GINGER INFORM ITS EMPLOYEES IN THE FACTORIES OF THEIR RIGHTS?
It is immediately shared with the employees in the factory that we, as a customer of that factory, have become members of the Fair Wear Foundation. During the first weeks of our membership, a document is posted in the factory: Workers Information Sheet. This document contains the FWF Code of Labor Practices in the local language. For example, the eight standards of the Fair Wear Foundation are made known to everyone who works in the factory. In addition, this document also includes a hotline number - so that factory employees can always reach the local Fair Wear team and file a complaint if their rights are violated in the workplace.
DOES FRED + GINGER / GINGER COMPLY WITH THE REACH LEGISLATION?
Yes, our products must comply with REACH legislation. The REACH legislation prohibits the use of harmful chemicals in products, sold in Europe. All chemicals used to manufacture our products are included in the FNG International Restricted Substances List (RSL). This list is always updated to the latest legislation. All our suppliers are provided with the most recent version of this RSL and are expected to follow these rules in the production of our products. We test risk products on a random basis to ensure that there are no harmful substances in them.
HOW DOES FRED + GINGER / GINGER CARE FOR ANIMAL WELFARE IN THE CLOTHING INDUSTRY / ITS SUPPLY CHAIN?
fred + ginger / Ginger strive for the use of animal-friendly substances. Therefore we consciously choose our materials and look for better alternatives. For example, we have chosen not to use fur and angora in our products. In addition, we opt for a merino wool that comes from a supplier that guarantees us that he purchases non-mulesing wool. This is wool produced in an animal-friendly way.
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