Account
How can I create an account on Gspply?
Click here to create your own Gspply account. Customize your profile to be the first to hear about exclusive sales, new collections, and more!
What happens to my personal information when I create an account?
We kindly refer you to our privacy policy.
Authenticity
Why is the packaging of my item different from another product I bought from the same brand?
Please note that many brands regularly update their packaging, including labels, dust bags, boxes, and more.
Are the items you sell authentic?
Yes, all our items are 100% authentic and genuine. We source our products from trusted suppliers and authorized retailers, and each item undergoes a rigorous inspection process to ensure its authenticity. You can shop with confidence knowing that we only offer genuine products.
Concerns
How can I file a complaint?
We are committed to delivering the best service at all times. However, if you’re not satisfied with any part of your experience with Gspply, please contact us immediately so we can look into your concerns.
What should I do if I received an incomplete order?
If you notice an item is missing after delivery, please contact our customer service via email as soon as possible. Our team will initiate an investigation with the delivery service.
Since we may request photos of the outer packaging, please retain it and do not dispose of it. If the item is confirmed to be lost during transit, we will collaborate with the delivery service to resolve the issue, and we will issue a refund while following up with the carrier.
My item is damaged after delivery. What should I do?
If you notice any damage after delivery, please contact our customer service via email as soon as possible. Our team will initiate an investigation with the delivery service. Since we may request photos of the outer packaging, please retain it and do not dispose of it. If the item is confirmed to be damaged during transit, we will collaborate with the delivery service to resolve the issue, and we will issue a refund while following up with the carrier.
Order & Payments
Will I receive an order confirmation after completing my purchase?
Once your order is placed, you will receive an order confirmation email outlining the items you purchased, the total cost, and the chosen delivery option.
You will also receive an email once your order has been processed, along with tracking details so you can monitor your shipment. Tracking information can also be found in your order history.
If you haven't received our emails, please check your junk folder and add us to your safe senders list.
I placed an order but didn’t receive an email confirmation.
We always send an order confirmation email after each purchase. Following that, you will also receive a dispatch confirmation and tracking details.
If you haven't received our emails, please check your junk folder and add us to your safe senders list.
Which payment methods are accepted?
- American Express
- Apple Pay
- Bancontact
- Google Pay
- Maestro
- Mastercard
- PayPall
- Shop Pay
- Union Pay
- Visa
Why has my order not passed authentication?
This could be due to a discrepancy in your personal details. Please reach out to your bank or card issuer directly for assistance.
We may request additional documentation to verify your identity before processing your order. Without this information, we may not be able to proceed with your order until it is provided.
Why has my order been cancelled?
We apologize if your order has been cancelled.
If the item(s) you ordered are out of stock at the time of purchase, we will unfortunately need to cancel your order.
Your order may also be cancelled if the billing details provided do not match those registered with your bank.
In the event of a cancellation, we will send you a confirmation email, and you will not be charged.
My order was cancelled, but I’ve still been charged.
If your order has been cancelled, you will receive a full refund within 3-5 days. If the refund takes longer, please contact your bank or card issuer for more information.
Why hasn’t my order been delivered yet?
Your order may still be in transit or out for delivery. Our couriers will attempt delivery up to three times.
Standard delivery typically takes 5 to 12 days.
Delivery times may be longer during busy periods.
You can track your order using the unique order number sent to you via email or by checking the "Orders" section on our website.
Can I cancel or make changes to my order?
All orders are final once placed. Our warehouse starts processing orders right away, so changes to sizes, colors, or delivery addresses cannot be made after the order is submitted.
If you’ve ordered incorrectly, you will need to request a return once you receive your order.
Shipping & Delivery
How much does delivery cost?
Delivery charges are calculated at the checkout page. Simply select the items you wish to order and proceed to checkout for the total cost. Orders over €250 qualify for free delivery.
What delivery options does Gspply offer?
We offer worldwide shipping on all orders placed Monday through Friday, excluding bank and national holidays. We do provide Saturday delivery.
Can you leave my parcel with a neighbour or in a safe place?
Unfortunately, due to the nature of our products and delivery service, orders cannot be left with a neighbour or in a safe place. For security reasons, all orders must be signed for by the designated recipient or a household member.
Can I change my shipping address?
If you need to update your shipping address, please contact us through the "Contact Us" page.
Can I change or revise an order once it has been placed?
No, once an order has been placed, it cannot be cancelled, changed, or modified due to the high volume of orders we process. If you no longer want your order, you can either refuse delivery or return it after receiving it, in accordance with our returns policy.
My order hasn't been delivered and has been returned.
We’re sorry to hear that you haven’t received your order. Our delivery partners make up to three delivery attempts. If all attempts are unsuccessful, the order will be returned to us and processed for a refund.
Other reasons for a return may include issues accessing the delivery address or damage to the item during transit. While these situations are rare, they can occur occasionally.
Please refer to the tracking link sent to you via email for more details if this applies to your order.
Why is my order late?
Your order may still be in transit. Please check the status of your order using the tracking link sent to you via email.
The delivery times are between 5 and 12 days.
For special and custom orders, please allow up to 14 working days.
Tax & Import Duty
Most of our international orders are shipped on a DDP (Delivery Duties Paid) basis. This means that taxes and duties will be calculated and added at checkout, with the cost depending on your country of residence. Please note that some countries may charge additional fees upon entry, which are beyond our control and are not the responsibility of Gspply. Please be aware that these fees are the customer's responsibility and are non-refundable, even if the order is returned.
Returns
Do you accept returns?
If you're not satisfied with your order, we offer the option to return or exchange the item for a refund within 14 days of the delivery date. This excludes items discounted due to damage, pre-owned items, custom rugs and items from personal shopping.
Please ensure the security seal remains intact until you are completely happy with your order. We reserve the right to assess the condition of any product you wish to return and may apply deductions if there are signs that the product, its tags, security devices, or seals have been used, removed, damaged, or tampered with.
The security tag must remain fully intact and not be removed for you to be eligible for an exchange or refund.
How do I return an item?
To return an item, please initiate the return process through this page.
Do I have to pay for returns?
Customers are responsible for the cost of returning unwanted items within 14 days of delivery. We recommend using insured and tracked delivery when returning items. If you're entitled to a refund, we will process it as quickly as possible, and in any case, within fourteen (14) days of receiving the original order back. Please note that we cannot refund any shipping costs.
Click here to initiate your return.
What is your return policy?
You have 14 days from the date of delivery to return your order. For clothing, items must be unwashed and unworn. All returns should be sent back in their original packaging, with all labels still attached.
Sneakers must be returned in their original sneaker box, along with an outer box for protection. Returns sent without the outer box may be refused and returned to the customer if damaged.
Which items cannot be returned?
The return and refund policy does not apply to items that were discounted due to defects or pre-loved items.
Custom-made carpets, made at the customer's request, cannot be returned nor refunded.
Products that have been specially sourced by our personal shopping team just for you can not be returned nor refunded.
If you're unsure whether a specific item falls into any of the categories mentioned above, please reach out here.
How long do I have to return an item?
All items must be returned within 14 days of delivery.
Do you accept returns on pre-owned items, custom rugs or items listed with faults?
Pre-owned items, custom rugs and items sold with known faults are not eligible for returns.
Why have I received a refund instead of an exchange for my returned item?
Exchanges are subject to stock availability. If we do not have an exact replacement in stock at the time of your return, we will issue a refund or offer an alternative item.
You should receive an email with details of your return and the available options.
How long will it take to receive my refund?
Once we receive your return, our team will process your refund within 14 working days. Please note that payment processing times may vary depending on your bank or payment provider.