Frequently Asked Questions
Online shopping
Do you have a retailer in my country?
You can find all our available retailers on our Retailers Page sometimes it may take a while for a retailer to be added, so if you are not able to find a retailer, please contact our Customer Service.
When will you launch a new collection
At Garbo&Friends we do not work with seasons in the same way as other brands on the market. We aim to launch two new collections each year, one in the spring/summer and one for autumn/winter, but we can also launch smaller drop in between. To keep track of what's new and coming, subscribe to our newsletter and follow us on Instragram!
What does "Online Exclusive" mean?
Some pieces are only available through garboandfriends.com and will not be found at any of our retailers. These items are highligted with an "Online Exclusive" marker on the product page. These products can only be purchased using the online checkout process.
How do I track and check the status of my order?
Once your order has been shipped, we will send a shipping confirmation email to let you know. This will include a tracking link for your parcel, so you can follow its progress from us to you. You can also login to your account and track your order from there under "My Orders".
For orders where Budbee is selected as the shipping method, you only track your parcel via Budbee's app or portal.
Where do I add my discount code?
All discount codes are added at the first step of the checkout, the overview, where you will find the button "Apply voucher code" to the left of the order summary.
Help! I'm locked out of my account
If you have forgotten your password or have been locked out of your account, you can request a reset link by clicking the "Forgot Password" link below the "Login" button when you try to enter your account. If you need any further assistance, our Customer Service Team will be happy to help.
The item I want is out of stock, when is it coming back?
We are sorry that the item you want to purchase is out of stock. If the item is out of stock, please sign up for "email me when item is back in stock" on the product page, and you will receive an email when the item has re-stocked.
I did not receive an order confirmation, why?
Sometimes order confirmations can get stuck in your inbox spam filter. Please check the spam/junk folder. If not, you might have filled in an incorrect email address.
A missing order confirmation can also mean that there is an issue with your order in our system. Please contact our Customer Service Team if you do not receive your order confirmation email within 24h of placing your order.
What countries do you ship to?
We ship internationally and strive to ship to as many countries around the world as possible. Can't find the country you want your parcel sent to? Contact us at Customer@garboandfriends.com and we will look into what we can do for you.
Can I make any changes to my order now it has been placed?
Once your order has been placed, it is not possible to amend/add any items included in the order or change the recipient details or delivery address. We are not able to cancel your order when the order is placed.
Can I shop online outside of my location of residence?
If you would like to order something while you are abroad, change the shipping location to match your current location and provide a local delivery address.
Returns and refunds
How many days do I have to return my order?
We hope you will love everything you have ordered from us, but if something isn't quite right, we have a 14 day returns policy from the day you receive your order. This applies to full priced and sale items.
For more information about returning items, please read our Returns Page.
For more information about returning items, please read our Returns Page.
When will I receive my refund?
When your returned goods arrive at our warehouse, the return will be reviewed and authorized, and we will send the money back via the same payment type you selected at checkout. Please note that it can take up to 14 days for the money we have refunded to appear in your bank statement, depending on the bank and payment type.
For invoices via Klarna, these invoices are automatically updated when your return is processed.
Is there anything I can't return?
Due to hygiene reasons skincare products, face masks and pacifiers cannot be returned. Any plastic packaging on the product is not a seal and is thus not sufficient proof that the product is unopened.
Returned hygiene items will be destroyed, not refunded or sent back.
Do you offer exchanges?
We are currently not able to offer exchanges. If you want to exchange an item for a different size or color, please return it and place a new order.
Who pays for the return shipping?
We do not offer free returns so you as the customer is responsible for the return shipping fee. Read more about returns and complaints here.
My item is faulty, what do I do?
If something is not right with the product you have ordered we sincerely apologize for this. We ask you to please send an email to our Customer Service Team, explain to us what is wrong with the product and attach an image(s) of the fault.
Don't forget to let us know your order number in this email as well. We will review this information and return to you within 72 hours.
How do I get a replacement returns note?
If you need a replacement returns note, you can find this here.
Shipping
How long will it take for me to receive my order?
We offer different shipping options and shipping time depending on where in the world you are located, to view the full list of where we ship and estimated delivery time, please see our Shipping Page.
Your order could take 2-3 days for processing at our warehouse depending on the current order volume.
Do you offer free shipping?
Depending on which shipping method you choose in the checkout and which country the package is sent to, the shipping costs will vary. In the check out you can see what total amount you need to reach for free shipping.