If you have ordered a style from any of our collections and your size is not in stock we will contact you to reserve a pair when next available, offer an alternative size or colour or we give you the choice to cancel your order.

If you have forgotten your password we can send you instructions on how to reset to the email address on file.

Simply go to the login page (at the top right of the screen) and choose the forgotten password link, here you may enter your email address and a password reset link will be emailed to you.

We can make most of our styles to your colour choice through the GINA Couture Service. There is an additional charge for this service, please contact our customer services at [email protected] or visit one of our London based Stores where any of trained sales associates will be more than happy to assist.

We suggest that you have the latest version of your web browser as this is likely to give you better operability and security.

Does the issue occur from another computer or device?

If you’re still having problems, contact our Customer Care Team and include:

  • As much detail as you can about the issue.
  • Screenshots of any error message you get.
  • Which web browser you are using (e.g. Mozilla Firefox. Google Chrome. Opera. Microsoft Edge. Microsoft Internet Explorer, etc.)
  • What you have done so far to try to resolve it.

Our customer care team can be contacted here [email protected]

If you receive a message that says your email address/password isn’t recognised, follow the steps below:

Make sure you are using the same email address and password you registered with.

If you can‘t remember your password, click on the ‘forgotten password’ link on the sign-in page and type in your email address. We‘ll then email you a password reset.

If after this you still can’t sign in, contact our Customer Care Team giving as much detail as you can about the issue including screenshots of any error message you get and what you’ve done so far to try to resolve it.

After you place an order, you should receive a variety of emails from us, which could include our newsletter, Order and Return Confirmation emails and any responses from our Customer Care Team.

There may be a number of reasons you’re not getting these from us.

Your email software may be marking our emails as junk mail. To stop this from happening, please add '[email protected]' and '[email protected]' to your email address book.

Make sure you typed in the correct email address when you signed up with us.

If you are still having trouble, contact our Customer Care Team giving as much detail as you can about the issue and we will try our best to help.

Browse through what’s available, select a category e.g. New in, Flats, etc. or search by product name or phrase, etc.

Found what you want? Add to your shopping bag and when you are done shopping, follow the instructions on the screen to complete your order.

We try to give you as much useful info as we can about all our products, including:

  • A detailed product description
  • Lots of pictures
  • How the UK sizing works
  • How to care for your item

If there is other information you feel should be available please contact our Customer Care team.

If you would prefer to place your order by telephone, you may do so by calling our online Customer Care team on +44 (0) 208 885 7500, Monday to Friday 9 am to 5 pm UK time.