Terms of service

RETURNS POLICY

We want you to love your purchase but we know sometimes online shopping can be a tad challenging at times. If you decide you don't love your item, we offer full cash refunds*, exchanges or store credit within 14 days of receiving your item back. Please ensure that you are familiar with the below before you make your purchase with us.

 OUR RETURNS POLICY

We accept returns with respect to the following conditions:

- The item must have been purchased on our online store or at one of our stores/markets, we unfortunately cannot process returns on items that were purchased through our stockists.

- The return or exchange request is made within 14 days of delivery

- The return is made within 14 days of the return or exchange request

- The item should be returned unworn, unwashed, with tags attached & in original condition, suitable for re-sale. We are unable to accept returns of used, laundered or customer damaged goods. All items will be thoroughly inspected upon receipt & will only be processed if our returns standards are met. In the unlikely event that an item is returned in an unsuitable condition, we may have to send it back to you.  

- It is our customers' responsibility to return the item to us by reliable and recorded delivery. In the case that the return is lost in the post, we cannot process the refund. 

-  If you have requested any alterations and measurement changes to the items you have ordered, you will not qualify for a return.

- In the unlikely event that the item you receive is defected, we will replace it or refund it at no cost to yourself. To process the return and replacement of a damaged item, please follow the instructions below, but we will arrange to collect from you with our couriers. Once we have inspected the damaged item, we will refund you or arrange a replacement to be sent to you. In the case that we are unable to replace the item because it is out of stock, we will offer you a full refund or store credit, whichever you prefer.

- We do not refund courier charges. Please note that courier costs for returns or exchanges will be for your own account. 

HOW TO RETURN YOUR ITEM

1. Email us at princessgabishop@gmail.com to tell us you will be returning your purchase and give a brief description detailing why (sizing, fit, etc, we LOVE feedback)
2. Package with all original tags and bags included, your name and send to: 

Office 108- Glen Ashley Center

37 Newport Avenue

Glen Ashley

Durban North

4015

Contact person: Giulia (0615669371)

If the original tags and bags are not included with the return we will deduct a small fee from your refund amount. 

1. On receipt of your return in good order, we will get in touch to discuss your available options. In the case of a full refund, we’ll request your bank details as our payment platform keeps these confidential. Please allow 5 - 10 working days for the refund to process (this is the amount of time they stipulate, but it is usually faster)

EXCHANGES

If you've received your item and it doesn't quite fit right or you don't love it as much as you thought you would, we're always happy to exchange it for something else from our site depending on stock availability. Please follow the same procedure above, indicating that you would like an exchange or store credit and not a cash refund. Once we receive your returned item in original packaging and condition, we will process your exchange or issue your store credit.

REFUNDS ON SALE ITEMS AND DISCOUNT CODES

No refunds will be given on purchases bought on sale or using a discount code/offer. Items that do not fit correctly can be exchanged for the right size, if available. Alternatively we are always happy to offer our customers store credit that can be used on our site at a later stage.

SHIPPING 

Once your order has been placed online, you will receive an automatic email immediately confirming your order. This is your receipt and should be retained for your records.

This email will contain an order number at the top, a detailed list of your order, as well as the shipping and billing details as provided by the purchaser. Please check it over for accuracy and notify us at once if you notice any discrepancies. If you do not receive this email, contact us ASAP. Your email address may have been typed incorrectly or this email may have been filter by a SPAM blocker set on your email program. Hotmail, Yahoo and MSN will routinely block emails as SPAM.

SHIPPING COSTS

For all South African orders, a shipping fee of R120 will apply to all orders under R1500, and shipping is free for orders over R1500. 

For International orders, the shipping fee will be calculated at checkout and exclude duties and taxes, which are charged by your country's customs office upon arrival. No free shipping, returns or refunds on international orders.

DELIVERY TIMES

We always strive to ship orders in a timely manner and quicker than the times indicated. Orders are processed and shipped within 10 business days of payment clearing in our bank account (does not include Saturday, Sundays or South African holidays). If you notice any discrepancies on your order form, please contact us immediately to prevent any delays in receiving your order. For all orders within South Africa, your parcel will be sent with our chosen courier which takes approximately 3-4 business days. Should you need your parcel delivered sooner, please contact us to find out about our express shipping options.

SHIPPING DELAYS

We always try our best to ensure that your package arrives within the stipulated delivery times or sooner. Of course, there are some things that are beyond our control like weather, delivery errors, courier services & supplier delays. Regardless of the reason for the delay, we will do our best to help you as best we can and endeavour to inform you as soon as we know of any impending delays. 

GOODS LOST /STOLEN IN TRANSIT

Once goods leave our place of work,  they become the responsibility of the courier company.  Please ensure you track your order.  Should an order not arrive kindly request a signed proof of collection so you can follow up with the courier company.  We provide tracking numbers so you are able to do this.  Princess Gabi cannot accept any responsibilities for goods lost in transit. 

FAILED DELIVERY

Please notify Princess Gabi  upon placing your order, of any specific delivery times or instructions (within regular office hours / business days / delivery times and areas). Should the courier service not be able to complete a delivery at the address specified by the purchaser, either due to an incorrect delivery address or unavailability of purchaser or assigned persons to accept the parcel, within regular delivery times, Princess Gabi may at its discretion charge the purchaser a delivery fee (equal to or lower than our standard delivery charges) for the subsequent delivery of the package.

CUSTOM ORDERS 

All orders for any product where you have requested specific attributes (e.g., finish, colour, size).

How it works:

• Send us a message/email/DM with the following information : 
• Picture/description of your vision
• Age/size you will need
• Date of your special occasion/event
• Any additional preferences you’d like to share
• We will get back to you with a quote and what fabric options we have available

2. Once we have discussed your order and you have approved the final design, you will receive an invoice

3. As soon as payment has been made and proof of payment has been sent to us, we will begin the order. Custom orders take 8-10 working days to be made. If your is needed sooner than our lead time, please share this with us.

4. Once your order is complete, we will send it with the courier/we will notify you to collect

Quotations for custom orders

1. Our quotations are valid for 30 days from date of issue. 
2. Quotations do not include shipping. The shipping rate will be included in the final invoice. 
3. Full payment will be required for all custom and special-order items prior to the start of fulfilment. 
4. Custom and special-order items will not be started until the full amount is settled. 

Ordering personalisation or customisation

1. Any delays for confirming the design or providing information needed will cause a delay in your order being processed and delivered on time. 
2. An estimated completion date will be agreed on. 
3. Payment for custom orders is non-refundable. 

Specifications

1. We will require you to provide detailed requirements for your custom or special order and confirm the mock up for any personalisation order. 
2. Please take extra care to ensure accuracy as we will not accept returns because of incorrect specifications supplied by customers. 
3. Extra costs will be incurred for alterations caused by this and the alterations will have to be factored in with other orders at the time. 

Cancellations

1. Cancellations are to be sent in writing and will only be accepted before any work has commenced. 
2. Each circumstance will be viewed on its merits, and it is at the discretion of Princess Gabi. 
3. Goods will be presumed unwanted after 60 days of no communication or payment received and the contract will become null and void. 

Sign-off/Approval

1. All mock-ups/customisation must be approved prior to production. 

Alterations to design:

Once the design, measurements, and cost have been agreed upon and the order has been placed, your custom-designed outfit is non-refundable and cannot be returned or exchanged. We do understand that with every new design, there may come design flaws that might have been overlooked and that’s why we allow alterations for an added cost. In this case, Princess Gabi and the customer will come to a new agreement for the altered design, new measurements, and cost. Princess Gabi reserves the right to accept or deny any custom order or requested alterations.  

Returns

1. Once an order has been received and accepted it is then deemed to be to your satisfaction and cannot be returned. 
2. We cannot accept returns on any items made to a customer’s specific customisation requirements or personalisation order. 

T&C’s

Once the order has been placed, you are consenting to the terms and conditions. You hereby understand that the items you are ordering are hand-made, to order items that are designed specifically for you. These items take time to create and are typically completed between 8-10 working days after your order is placed and payment has been received. Once your order is placed and the full amount paid, we do not allow free alterations to the agreed upon design. Princess Gabi reserves the right to accept or deny any custom order or requested alterations. If you receive a custom piece from us that is defective, you may e-mail our support team at princessgabishop@gmail.com and they will be happy to assist you in correcting your order, or we can issue a refund. After 30 days of receiving your order, we are no longer responsible for correcting your order. 

We do not allow refunds for the following reason: 

• You no longer want the order. 
• The order is requested to be cancelled still within the lead-time after payment. 
• Second-guessing the design after original approval.

   

INTERNATIONAL ORDERS

Please note that all international orders are shipped duties and taxes excluded. Any customs fees, import duties, or local taxes will be charged by your country's customs office upon arrival and are the responsibility of the customer. We do not accept returns or offer refunds for international orders. All sales are final.

By placing a customer order, YOU ACKNOWLEDGE THAT YOU AGREE TO THESE TERMS.