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Please ensure that your request meets these 2 conditions:

  1. Within the return time frame
    1. Apparel – 14 days from delivery
    2. Footwear/Bags/Accessories/Novelty Items – 5 days from delivery
  2. Valid reasons for returns


  1. Damaged and Defective Item – item (or a part of the item) received is damaged or has defect
  2. Item does not match description/pictures – item received does not match what was shown in the product description/listing
  3. Received a wrong item – item delivered is different from what was ordered
  4. Incomplete/Missing Part of an Item – package delivered is incomplete or missing an essential part.


When selecting a return reason, it’s important to select the correct return reason. You may add additional details in the Return/Exchange Request Form for a faster and more accurate evaluation of the request.

Returns may be rejected if the request is non-compliant with the policy. Please take note that the following are invalid return reasons:

  1. Change of mind – the buyer suddenly decides they don’t want/need the item received
  2. The product received does not meet buyer expectations but is exactly as described on the product page – the buyer failed to read the product page and is disappointed with the item received


  1. Fill-out the Return/Exchange Request Form.
  2. Select a Return Reason
  3. Provide additional explanation as necessary
  4. Select a shipment method – (a) Drop off to any company-owned Gingersnaps store, (b) Send back to Gingersnaps Fulfillment Center through Courier Drop Off Centers
    1. for Metro Manila – link of Go21 branches
    2. for outside Metro Manila – link of XDE branches
  5. Submit your Return/Exchange Request Form
  6. Wait for approval/status of return request within 48 hours thru a Gingersnaps Customer Service Representative. The CS Representative shall provide a return authorization number for approved requests.
  7. Once approved, prepare the following to ensure a smooth returns transaction.


  • Is there a fee when returning an item?
  • There are no fees for all approved return requests.
  • How long will it take to get my exchanged item?
  • The number of days will depend on your chosen shipping method in returning the item/s. Go21 Courier shall accept the Metro Manila approved returns and XDE for outside Metro Manila. However, approved returns performed in Gingersnaps stores are faster but may require your personal visit.

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