Return and Refund
Our goal at Gentilmens is for every customer to be satisfied with their online purchase. If for some reason this is not the case, you can ask for refund or exchange within 10 days from order delivered.
RETURN CONDITIONS
The returned item(s) must be in new, original and resalable condition with the original and undamaged packaging and labels.
The returned items(s) must show no signs of use, wear, damage, stain, odor or alteration. Outsoles must be in perfect condition and not be marked in any way.
We strongly advise to try on the shoes indoors, on a rug, using the shoehorn provided, to ensure a resalable condition.
We won't refund or exchange items that do not meet these conditions.
REFUNDS
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 7 days and will be sent to your credit card or original method of payment.
Please note that refunds can take up to 14 days to credit on your account statement, depending on your card issuer, which is beyond our control.
EXCHANGE
We do offer exchange within 10 days from order delivered only for the same retail price items, depending on stock availability.
Exchanges are free of charge in Hong Kong.
During online sales and discount promotions, upon stock availability, items purchased at full retail price before the promotion period, can be exchanged only to other items with the same original retail price. As compensation, in order to let customer enjoy the ongoing promotion, we will issue a discount code of the same value for a future purchase.
If you wish to exchange to an item with different price, please request a refund and place a new order for the new item.
In case the item you want to exchange to is out of stock, please request a refund.
Exchanges will be processed once we have received and inspected the returned item(s) and if approved can take up to 7 days to process.
If you are located outside Hong Kong, due to stock availability reasons, we can only process refund.
HOW TO RETURN YOUR ITEMS
Please contact us and we will give you a link to fill in the return request.
Book a return through SF Express here. You can select your preferred day and time for SF Express to collect your return.
Include also the return form provided when you first received your order.
REST OF THE WORLD
For returns outside of Hong Kong, Mainland China or Macau, customers are responsible for the cost of shipping item(s) back to us.
Please contact us and we will give you a link to fill in the return request.
You can return your purchase to us using your preferred mail or courier service.
Include also the return form provided when you first received your order.
Please make sure all returned items are securely packed and sent with a traceable, insured service.
We do not take any responsibilities for loss or damage in shipping, as the goods are your responsibility until they are delivered back to us.
Once the parcel has been sent out, kindly notify us the tracking number by email.
Contact us at support@gentilmens.com if you have any further questions about the procedure. Include your name, order number, the item you are returning.
ADDRESS FOR RETURNS
Please contact us via support@gentilmens.com, we will share the return address with you.
QUALITY PROBLEM
If the item you received is incorrect, missing, or imperfect, please contact us within 24 hours from the date you received your order.
Please include your order number, pictures of the defected item(s), and all related references upon receiving your package. We will arrange a free return and exchange for you.
COLOUR DISCLAIMER
We have made every effort to display as accurately as possible the colors of our shoes that appear on gentilmens.com.
However, since every device (mobile, laptop, tablet) has a different screen setting and has a different capability to display colors, we cannot guarantee that your monitor's display of any color will be completely accurate.
In addition, lighting conditions at the time the photo was taken can also affect the image's color. Therefore these won't be considered as faulty/quality issues.