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Return & Refund

Return & Refund

If I am not satisfied with my order, can I get a refund?

Something not quite right? We’re sorry to hear that! But, no sweat – we’re happy to offer our customers quick, easy and moreover FREE returns here at Gotrend, within 14 days of delivery.

Important things to note:

  • GOTREND reserves the right to withhold any refunds if your original item does not reach our warehouse.
  • Please ensure that refund details given are correct and complete in order to facilitate a fast, smooth returns process.
  • We are unable to accommodate any refunds/returns process if more than 14 days have passed since delivery was completed.
Return & Refund

Important things to note

  • Voucher codes are non-refundable and cannot be re-issued
  • Please ensure that you ask for a tracking number/proof of shipping when sending a return in order to track your parcel and ensure it is received by our warehouse
  • Unfortunately, returns labels are unavailable for returns outside of Egypt. We cannot guarantee that.
  • Due to final clearance, hygiene concerns and suppliers' requests, certain items and brands are non- exchangeable, non-returnable and non-refundable.
Return & Refund

My returns label is missing – what should I do?

If you’re unable to locate your returns label, we’re able to provide you with a printable copy upon completing the online returns process.

Return & Refund

Gotrend will accept your returned order under any of these circumstances:

  • Exchanging item(s) for a different size/colour
  • Full refund of order (either to your original payment method or store credit)
  • Replacement required due to a damaged or incorrect item having been delivered
    Your returns/exchange checklist

Whilst we’re happy to receive most returns, please glance quickly over these points to ensure your items are eligible for a return/refund:

  • Have less than 14 days passed since your items were delivered?
  • Is the item in acceptable condition to be returned – i.e. unwashed, unworn, as it was upon delivery?
  • Are all product tags intact and still attached?
    If all of these apply – fantastic, your item can be returned to us for a refund or exchange. How do I return my order?

We offer two options for returning unworn/unused items. You can either:

  • Drop off your parcel at your nearest ARAMEX store or, Schedule a time for your parcel to be picked up. Follow these simple steps to complete your return:
  1. Using the form which came with your order, mark the items you’ll be sending back to us; pack your items into the box and use the enclosed returns label. Note: make sure you cover up or remove the original delivery barcode on the box so as to ensure a safe return and no delays.
  2. Drop off your package at the ARAMEX depot and rest assured, we’re looking into it; please allow 3-5 days for delivery back to our warehouse.
  3. Once we’ve received your items, our Quality team will process and check everything. Please allow another 1-2 days for this to take place. Keep hold of your return receipt throughout.
Return & Refund

Can I exchange an item instead of requesting a refund?

Yes, absolutely. Within 14 days of receiving your order, we’re happy to exchange any items for you assuming that the product code for your new item matches that which you are returning. For your information, matching product coded items will be available on the same page when shopping on Gotrend.com

Items must be the same in price to qualify for an exchange.

In the instance that the item you’d like to exchange for is out of stock or unavailable, a refund will be processed in its place. If you’d like to exchange an item for a product which has a different code, you will instead have to return the original order (for a refund) and place a new order altogether.

To exchange any items, follow the steps above, but use the returns form to mark which items you’ll be exchanging and the new items you’d like to be delivered. Please also enclose your original order number – just to help our team get you exactly what you want!

Please note: exchanged items will be delivered to the original address using the same delivery method as your original order.

Return & Refund

When will I receive my refund/exchanged items?

Refunds will be processed within 5 business days from when we receive your returned items. For COD orders, the money will be placed in your Gotrend wallet for use on your next purchase. Returning funds to your Gotrend wallet takes approximately 48 hours; funds cannot be transferred or withdrawn.

 

If you’d prefer we refund you directly to your bank, please provide us with these details when you submit your return. Returning funds to your bank takes up to 21 business days; send an email to info@gotrend.com with your order number, returns information and the required bank card information in order to facilitate this.

Exchanges can take up to 7 working days to be received by our warehouse; you’ll be kept up to date with email confirmations throughout this time to ensure you are aware of your order status. Once your exchange has been shipped, you’ll receive a new shipping confirmation email. If the item was out of stock and the exchange unavailable, you’ll receive email notification of your refund.

Return & Refund

I’ve received a damaged/incorrect product – what should I do?

Something we hate to hear and can only apologise deeply for! Let us make it up to you, by sending us an email info@gotrend.com   with the following details:

  • Order number
  • Details of the incorrect/defective/damaged product(s)
  • Serial number of the product or products the issue concerns – you’ll find this on the product tag or
    packaging

Pictures or video to evidence the issue

(Your satisfaction as a customer is so important to us – we promise to investigate circumstances such as these immediately and will endeavour to make things right however we may.)

Return & Refund

Can I return multiple orders at once?

Absolutely – you’re able to package and return several orders in one box, but please ensure that you fill out and enclose the corresponding returns slip for each item/order. In this instance, you only need to use one return label on the outside of the package – again, please make sure you cover up the original delivery barcode.

Return & Refund

Can I return beauty products?

Unfortunately we have a strict no-return policy on all our beauty products. We advise you to read the product description thoroughly before purchasing your desired product.

Return & Refund

What are the delivery and return costs?

We’re proud to offer free returns on all orders within 14 days of delivery, not to mention free standard delivery on all orders above EGP 500. If your order costs less than EGP 500, you’ll be charged a fee of EGP 50 for shipping (which is refunded in full should your entire order be returned to us).

Return & Refund

What is the return notice period?

You can request for a return within 14 days upon receipt of the order.

Please also note that:

  • Items should be in a good condition and not used along with the original tag.
  • It should also be in the same brand box you received
  • On the occasion that our returns team receives a non-returnable item, the item will be sent back to the original shipping address without a refund/exchange.