Refund policy
Returns
We have a 3 month return policy, after which, no returns or exchanges will be accepted. The return period starts from the day your order was delivered to you.
We are happy to exchange or refund your items provided that they are unused, unworn, with tags and labels still attached, and is with the original packaging. We also require the original proof of purchase provided with your order.
You can choose to make an exchange or return at any one of our retail branches in Durban or, to our online department, at your expense. To initiate a return, please email us at online@gemschoolwear.co.za or use our Log a return form. Items sent to us without first requesting a return will not be accepted. You are responsible for the cost of returning the item to us. You may use your own courier, or we can arrange collection from you with our courier at a charge of R75.00 for collection and R75.00 for delivery. Collection will be booked after payment has been received. Surcharges may apply to high-risk areas.
Any price difference between the item you are exchanging and the item you require will need to be paid prior to us processing your exchange.
Once received, the items will be inspected before en exchange or refund is processed. We will notify you of the approval or rejection of your refund or exchange request. If your return is rejected, you will be liable for return shipping costs. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary due to courier transit times.
Shipping fees are non-refundable.
Return Shipping (if applicable)
To make a return, please arrange delivery for returned items to:
Gem Schoolwear City Centre
369 Monty Naicker Road,
Durban,
KZN,
4001
Receiving Hours: Mon-Fri, 8am – 4pm.
This applies if you wish to use your own courier service.
Exchanges (if applicable)
We understand that ordering clothing online can be a bit tricky especially with sizing. We do offer exchanges so long as its within 3 months of delivery, unused, unwashed, with its original packaging and tags. You will be responsible for all shipping costs (collection and delivery). We can arrange the collection and delivery to you for the exchange, or you may use your own courier. If the item/s are found to be used or in a non-returnable condition, they will be sent back to you.
Refunds
We will notify you once we have received and inspected your return, and the approval or rejection of your refund request. If approved, you will be refunded on your original payment method or to your bank account via EFT. The cost of return shipping will be deducted from your refund. Kindly note that it can take some time for your bank to process the refund.
Exceptions/non-returnable items
There are certain items, for hygiene purposes, that are non-returnable. We are unable to process any exchanges or returns on all swimwear, underwear and socks. We will not accept returns or exchanges for items that have been altered.
Damages and issues
If you have received your order and the item is defective, damaged or if you receive the wrong item, kindly contact us immediately to log a return/exchange. You will need to contact us within 7 working days after receiving your order and we will make the necessary arrangements to rectify this issue as soon as possible.
Kindly email us at online@gemschoolwear.co.za online@gemschoolwear.co.za to notify us of damaged or defective deliveries. You will be required to submit images and a description of the damaged product, packaging and shipping box/flyer bag for us to resolve the matter.
Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items or items purchased on promotion cannot be refunded.