Frequently Asked Questions


FAQs
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PRODUCTS AND STOCK

Can personalised items be exchanged/refunded?

Once items have been personalised they cannot be exchanged unless faulty so please make sure you order the correct size when purchasing. If you wish to cancel or change an order for a personalised product please CALL our Customer Service Team IMMEDIATELY. Whilst we cannot guarantee that it will be possible for your order to be cancelled or changed we will do our best. If, however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected and we will be pleased to offer a refund or exchange. We will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty.

We will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty.

How do I use a discount code?

Once you have added your items to the basket, you will be asked if you have a voucher code below. If you do, enter it into the box and hit the add button. The discount will then be applied to your order only if it is valid against the products.

We can’t apply discount codes after the order has been placed.

Can you tell me if you're getting an item back in stock?

If you click on 'Request stock alert' beside the size that your looking we will email you once it arrives back in. Unfortunately it won't reserve the stock but you will be emailled the same time as everyone else.

How do I know I'm buying a genuine product?

At theGAAstore.com, we only stock genuine and authentic items, bought directly from the brands we offer – we don't buy fakes, so you can be sure the item you’ve received is genuine.

However, if you're not entirely happy with your item, you’re welcome to return it to us for a full refund. All you need to do is complete our Returns process. You can find out more about our Returns Policy by clicking here.

Why can't certain items be shipped to my delivery address?

Due to the various distribution contracts we have with our suppliers, we’re not able to ship a small number of brands to certain countries.

If there are any shipping restrictions on an item then this information will be included clearly on the product page or the product won't display after the correct country is selected.

 

DELIVERY

What happens if the courier misplaces my parcel?

In the unlikely event of your parcel being lost by the courier, as the sender, we will be responsible for making the enquires and eventual claim for the lost items. This means that once the courier classes a parcel as lost we can process a replacement or refund immediately.

If a parcel is sent on a Next Day Delivery service we should get a much quicker and detailed response from the courier.

What happens if my parcel is damaged upon receipt?

If the outer packaging of your parcel is open or damaged we suggest you check all items are present and correct before signing for the parcel. If there are any problems with items missing or damaged REFUSE DELIVERY, contact us immediately and we will make all the arrangements for a replacement.

What should I do if I receive the wrong item?

In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card used to purchase the item(s). Please send the product back to us by recorded delivery with a covering letter detailing what happened. As soon as we receive the returned item(s) we will dispatch the correct product and issue you with the postage refund (please include the receipt for postage in the parcel).

I have received a faulty item, how do I resolve this?

In the unlikely event that goods are faulty upon receipt, please contact our Customer Service Team as soon as possible so we can resolve the matter. We will endeavour to make the process of replacement as convenient as possible.

An item is missing from my order, how do I resolve this?

Sometimes we don't send everything you've ordered at the same time, so first of all, check your dispatch notification email to see if any of your items are 'to follow'.

 

RETURNS

Are there any products I can't return?

The following items cannot be returned for hygiene or safety reasons: underwear, socks, swimwear, mouthguards or other protective items.

Have you received my returned goods?

As soon as your return has been processed by our warehouse, we'll email you to let you know. If you have requested a refund then this will have been processed at this point. If a replacement or exchange is being processed the goods will be dispatched soon after (if personalisation is required this will take 3 - 5 days).

If you have not received notification that we are processing the return firstly track the parcel with the courier you sent it with to confirm it's reached us; if it hasn't they will investigate for you. If it is confirmed at theGAAstore please contact our Customer Service team straight away and we'll resolve the matter quickly.

 

PAYMENT

What payment methods are accepted?

Payment methods available through the website are:

- Visa Debit/ Visa/ Electron
- Mastercard
- Maestro UK / Maestro Intl
- Solo
- Paypal
- Amazon Pay

Are my details retained for furture orders?

We do keep records of your name/address and records of previous orders. If you have ordered previously via the website you should have a login with which you can place an order more quickly.

Can I get a refund if the price has changed since I ordered it?

As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.

 

TECHNICAL

I'm having trouble viewing orders in my account

You must sign up for an account if you want to track or view your orders. Guest checkout won't allow you to do this.

What can I do if I'm not receiving emails from theGAAstore?

After you sign up and place an order, you should receive a variety of emails from us, which include Order and Confirmation emails and any responses from our Customer Service team. There may be a number of reasons why you're not getting these from us.

- Your email software may be marking our emails as junk mail. To stop this from happening, please add offers@thegaastore.com to your email address book.
- Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this.

If after this you’re still having trouble, contact our Customer Service Team, giving as much detail as you can about the issue and we will try our best to help.

 
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