Question 1

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All payments are processed securely through our encrypted payment system.

Question 2

Can I modify or cancel my order?

Accepted Answer

You can modify or cancel your order within 1 hour of placing it by contacting our customer service team. Once an order has been dispatched, it cannot be cancelled, but you can return it using our standard returns process.

Question 3

Do you offer payment plans?

Accepted Answer

Yes, we offer Klarna Pay in 3 for orders over £50, allowing you to split your payment into 3 interest-free instalments. This option is available at checkout for eligible customers.

Question 4

Why was my payment declined?

Accepted Answer

Payments may be declined for various reasons including insufficient funds, incorrect card details, or security blocks from your bank. Please verify your details and try again, or contact your bank if the issue persists.

Question 5

How much does shipping cost?

Accepted Answer

Shipping rates are calculated at checkout based on your delivery address and chosen shipping method. We offer standard and express delivery for UK and international orders.

Question 6

How long will delivery take?

Accepted Answer

UK Standard Delivery takes 3-5 business days. UK Express Delivery takes 1-2 business days. International orders typically take 5-14 business days depending on the destination.

Question 7

Do you ship internationally?

Accepted Answer

Yes, we ship to most countries worldwide. International shipping is available with full tracking. Import duties and taxes may apply and are the responsibility of the recipient.

Question 8

How can I track my order?

Accepted Answer

Once your order is dispatched, you'll receive an email with a tracking number and link. You can also track your order by logging into your account on our website.

Question 9

What is your returns policy?

Accepted Answer

We offer a 14-day returns policy. Items must be returned in their original condition, unworn, with all tags attached. Final sale items are not eligible for return. Return shipping is free for UK customers.

Question 10

How do I return an item?

Accepted Answer

To initiate a return, log into your account, go to your order history, and select 'Request Return'. You'll receive a prepaid shipping label (UK only) and instructions. International customers can contact our support team for assistance.

Question 11

When will I receive my refund?

Accepted Answer

Refunds are processed within 5-10 business days after we receive your returned item. The refund will be credited to your original payment method. Please allow additional time for your bank to process the transaction.

Question 12

Can I exchange an item?

Accepted Answer

We currently don't offer direct exchanges. If you need a different size or style, please return your item for a refund and place a new order. Items may sell out quickly, so we recommend placing your new order as soon as possible.

Question 13

How do you authenticate items?

Accepted Answer

Every item undergoes rigorous authentication by our expert team. We examine materials, craftsmanship, hardware, stitching, labels, and serial numbers. We use industry-leading authentication technology and only list items we're 100% confident are authentic.

Question 14

What if I receive an inauthentic item?

Accepted Answer

We stand behind our 100% authenticity guarantee. If any item is proven to be inauthentic, we will provide a full refund including all shipping costs. Simply contact our customer service within 14 days of delivery.

Question 15

What condition are the items in?

Accepted Answer

All items are pre-loved and may show signs of wear. We grade items based on condition (Excellent, Very Good, Good) and provide detailed photos and descriptions of any wear. Any significant flaws are clearly disclosed in the listing.

Question 16

Do items come with original packaging?

Accepted Answer

Original packaging (dust bags, boxes, authenticity cards) is included when available and is noted in the product listing. Not all pre-loved items retain their original packaging.

Question 17

How do I find my size?

Accepted Answer

Each product listing includes detailed measurements and a size guide. We recommend comparing these measurements to a similar item you own. If you're unsure, our customer service team can help with sizing questions.

Question 18

Do designer sizes run differently?

Accepted Answer

Yes, sizing can vary significantly between designers and even different collections. We provide actual garment measurements for each item. We recommend checking these measurements rather than relying on the label size alone.

Question 19

What if an item doesn't fit?

Accepted Answer

If an item doesn't fit, you can return it within 14 days for a full refund, provided it's in original condition with tags attached. Please refer to our returns policy for full details.

Question 20

How do I create an account?

Accepted Answer

Click 'Account' in the top navigation and select 'Create Account'. You can register with your email address or sign in with Google or Apple. Creating an account allows you to track orders, save favourites, and checkout faster.

Question 21

How do I reset my password?

Accepted Answer

Click 'Account', then 'Sign In', and select 'Forgot Password'. Enter your email address and we'll send you a link to reset your password. The link expires after 24 hours.

Question 22

How is my personal data protected?

Accepted Answer

We take data protection seriously. Your personal information is encrypted and stored securely. We never share your data with third parties for marketing purposes. Read our full Privacy Policy for more details.

Question 23

How do I delete my account?

Accepted Answer

You can request account deletion by contacting our customer service team or emailing privacy@gumite.com. We'll process your request within 30 days in accordance with GDPR requirements.

Frequently Asked Questions

Ordering & Payment

Shipping & Delivery

Returns & Refunds

Authenticity & Quality

Sizing & Fit

Account & Privacy

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