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FAQ

Frequently Asked Questions

How do I make a purchase?
Do I need to set up an account to place an order?
I've forgotten my password. What should I do?
How do I know if an item is in stock?
Is it safe to use my credit card online for the "Gretchen-Shop"?
Which countries does "Gretchen" ship to?
Does "Gretchen" ship to Post Office boxes or Freight Forwarding addresses?"
Does "Gretchen" ship to multiple addresses?"
How soon can I get my order and how much will it cost?
What packaging will my order will be shipped in?"
Is my package insured?
Do I need to sign for my order?
Can I change my shipping address after my order has been dispatched?"
Can I add items to an existing order?
How will I know you received my order?
Can I track my order?
Is my personal information kept private?


How do I make a purchase?

Shopping at the Gretchen Shop is easy:

- Once you have found an item, select your size (if applicable) and click on the 'ADD TO SHOPPING BAG' button underneath each item.
- Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page. You can use the 'REMOVE ITEM' button to delete items from your shopping bag.
- Click on "Check out" to complete your order.

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Do I need to set up an account to place an order?

No, you can shop at "Gretchen" without creating an account.

However, registering your details will allow you to:

- Track your order and review past purchases
- Build a personal wish list
- Reserve items and join waiting lists
- Shop without entering your address details
- Manage your address book and email settings

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I've forgotten my password. What should I do?

If you have forgotten your password, click here to change it or follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. For security reasons we are unable to send your password via email.

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How do I know if an item is in stock?

All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

If the product you want to buy is out of stock, please email to stylehelp(at)mygretchen.com to find out if there is a waiting list for that item (you will need to be a registered user). Waiting lists are only available for current season collections that have sold out, and do not apply to sale items.

You can also register interest for items previewed in our editorial features, and will receive email notification when they arrive in stock. From time to time, selected items may be available to purchase on a pre-order basis. This means that you can place your order before items are available to ship.

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Is it safe to use my credit card online at the Gretchen Shop?

At "Gretchen", your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by ConCardis GmbH (www.concardis.com) . Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

For additional security, we have introduced MasterCard® SecureCode. This service enhances your existing Maestro card against unauthorized use by prompting you for a private password every time you make a purchase with us. To use this service, you must first register with the bank or other organization that issued your card. To find out more  click here to visit the MasterCard® SecureCode? website.

If you prefer, you may place your order by telephone with our Customer Care team.

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Which countries does "Gretchen" ship to?

We ship to over 170 countries worldwide.

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Does "Gretchen" ship to Post Office boxes or Freight Forwarding addresses?

Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which includes Aramex addresses.

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Does "Gretchen" ship to multiple addresses?

Unfortunately, you may only ship to one address per order.

If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. For corporate orders, please contact support(at)mygretchen.com for assistance.

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How soon can I get my order and how much will it cost?

We deliver to 170 countries around the world, and offer different shipping options to meet your needs as listed in the shipping section. Please click here!

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What packaging will my order will be shipped in?

BASIC Packaging:
If you would prefer unbranded packaging please select our 'basic packaging' option during checkout - your items will remain adequately protected during transit.

Your items will arrive in an unbranded, recycled brown paper bag with no indication of what's inside.

GIFT / SURPRISE Packaging
If you want to send somebody special a unique present, please choose Gift Packaging at checkout - we will use stylish and unique gift packaging to make it a unforgettable present. IF you like we can also include a gift card with your words.

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Is my package insured?

All items are insured against theft and accidental damage whilst in transit from the Gretchen Warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

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Do I need to sign for my order?

Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature.

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Can I change my shipping address after my order has been dispatched?

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

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Can I add items to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

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How will I know you received my order?

After you place your order, you will be sent an email confirming that it has been received.

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Can I track my order?

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number.

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Is my personal information kept private?

Please be assured that all the information that youshare with us will be treated strictly confidential and private. Under no circumstances will we share, rent or sell your information without your explicit consent 

Click here to read our Privacy Policy in full.

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MiAna GmbH & Co. KG reserves the right to make changes to this policy, notably in line with any revised legislation. Please check back from time to time to ensure you are aware of any changes in our privacy policy practices. Your continued use of our site will signify your acceptance of these changes.

 

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