FAQ

How can I tell if an item will fit me by viewing it online?

The best way to know how an item will fit you is to:

  1. Observe the size of the model that is wearing the item. You can do this by clicking on the pull-down menu of each Product Page entitled "Size & Fit". This section will let you know how tall each model is that is wearing the item, and what size they are wearing.
  2. Estimate what size you would fit you best based on what size the model is wearing and what measurements she or he has. For example, if you are the same height as a female petite model but more well-endowed in the bust and hips, size up accordingly. Or, if a dress on a petite model is very short, and you know you are much taller than the petite model, acknowledge that the dress will be much shorter on you!
  3. Watch both the runway video and the close-up detail video for apparel items, and the close-up detail video for accessory items. Video exposes more than pictures, as you can see how the cut of the item reacts to movement, and gauge how the materials would feel in person.

How do I return an item?

If you'd like to return an item, simply send it over to our Returns Address (below) with the following materials included:

  1. The Order Receipt which was delivered with your item
  2. The original packaging (including any garment bags, authenticity cards, etc)
  3. External Gnossem tag still attached to the item

GNOSSEM HQ
66 Kampong Bugis
Singapore 338987
#04-01

For more information on our Returns policy, please click here.

How long do I have to return an item?

You have 10 days to really get to know the item, before returning it to us. We start counting the 10 days from the date of receipt of the delivery. The date of receipt is given to us by the respective logistics company we used for the delivery, as all of our shipped items have tracking numbers.

Can I exchange an item if it doesn't fit me?

You most certainly can exchange an item if your original order does not fit you! Simply send your ill-fit item to our Returns Address, along with the Order Receipt that came along with you package. If you cannot find your Order Receipt, just print out a copy of your Order Confirmation Email and send this along with the returned item instead. Next, email our Inventory Manager Catherine at customerservice@gnossem.com, and tell her what size you wish to do an exchange for. Pearlyn will manage the exchange process for you, and make sure that you get an item that fits you properly.

Is my payment information safe on Gnossem?

Absolutely. In fact, your payment information is never collected by Gnossem, as we use the World's most trusted online payment provider, PayPal.

Can I use any credit card to pay on Gnossem?

You can use all major credit cards such as Visa, Mastercard and American Express for payment. These credit cards are accepted by PayPal, our payment service provider, without your having to login or register for a PayPal account. Simply key in your credit card details as you typically would in making an online transaction, and feel at ease since you are dealing with the World's most trusted online payment provider. Paypal has developed one of the most advanced proprietary fraud-prevention system to ensure your personal information (like credit card numbers) is kept safe and secure.

How will Gnossem refund my payment?

Refunds are given back to the customer in the form of cash back into your account via PayPal or the credit card used. The full value of your order will be refunded. Shipping charges are not refundable. Shipping costs may only be refunded in cases of damaged deliveries.

What do I do if my package arrives damaged?

Please do not accept or sign for any package that looks like its been tampered with or damaged in transit; instead, ask the courier to return it to the sender. If the package is intact, but your item inside is damaged, please contact our Inventory Manager, Catherine, immediately at customerservice@gnossem.com. Catherine will assess the situation, and handle it accordingly.

At Gnossem, we take great pains to make sure that every item that is sent out is in perfect brand new condition. However, if for some odd reason, the item you received wasn't up to your standards, we want to hear about it, and work toward making you a happy Gnossem shopper again.

How private is my Gnossem User Account?

You can be assured that all personal information submitted to Gnossem will be kept private and secure. Gnossem will not disclose or sell your information to any third party. For more information, please see Privacy Policy.

Furthermore, your payment details are only submitted to PayPal as we do not collect payment details in our check-out process. The security of these details is laid out in PayPal's Privacy Policy, which you can view by clicking here.

Which shipping company does Gnossem use?

Gnossem engages FedEx for express deliveries, and SingPost for local courier services and international airmail deliveries.

Do I have to pay taxes at checkout?

Nope! We include the taxes in the flat rate shipping costs, so that you don't have to pay customs duties upon your item reaching you. If you are charged customs duties upon delivery, please email customerservice@gnossem.com immediately, so we can reimburse you as well as understand what happened in your situation.