Returns and exchanges

At Gina's Store, we take care of every detail so that your purchase is a beautiful experience from start to finish. That is why we want to be clear and transparent about how exchanges and returns work in our store.

Choose your size with care

We do not offer size exchanges. Each product in our collection includes its own size chart in the description, as measurements may vary slightly depending on the design. We recommend consulting that chart and comparing your own measurements before finalizing your purchase, so that you can choose with complete confidence. If you have any questions, visit our How to choose your size guide or write to us before purchasing.

Regarding change of mind

As many of our items are lingerie, and for reasons of hygiene and product care, we do not accept returns due to change of mind, personal preference, or choice of size, color, or model. We invite you to carefully review the description, photos, and measurements of each piece before completing your order. This policy is applied while always respecting the rights that may correspond to you by law, depending on the country from which you are purchasing.

Defective, damaged, or incorrect product

We do, of course, address any issues related to:

• Manufacturing defects.
• Products damaged during shipping.
• Having received a product other than the one you purchased.

In these cases, write to us via our Contact page as soon as possible, telling us what happened. We will ask for photographs of the product and the packaging and, whenever possible, a video of the package being opened, so that we can manage your case as quickly and fairly as possible.

A small piece of advice: record the opening of your order

We strongly recommend recording a video from the moment you receive the sealed package until you finish opening it (sealed package → opening → packaging → product). It is not a mandatory requirement to exercise your rights, but it is very valuable evidence that helps us resolve any incident in an agile and transparent way. We also suggest keeping the original packaging until you verify that everything is in perfect condition.

Hygiene

Due to the nature of some of our products, especially lingerie, we cannot accept returns of items that have been used or handled in a way that compromises their hygiene, always subject to the legally applicable rights and exceptions.

Do you have an issue?

Write to us via our Contact page, tell us what happened, and we will accompany you throughout the process.

This page will be updated with timeframes, costs, and the exact management process as soon as we define these details with our suppliers. The legal rights applicable to each customer according to their country will always be respected.