At Ghost Fashion Store, we craft each piece in our Ghost Archive, Occasionwear, and curated Edits with intention and precision. We want you to feel confident and inspired in your selections. However, we understand that sometimes a garment may not meet your expectations. Our returns and exchanges policy is designed with the same clarity and care that defines our collections—streamlined, transparent, and tailored for our global community.

Our Policy At A Glance

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unworn, unwashed, and in their original packaging with all tags attached.
  • Process: Initiate a return or exchange via email. We do not offer automatic exchanges; a refund will be issued for returns, and a new order should be placed for a different item.
  • Refund Method: Refunds are issued to the original payment method used at the time of purchase.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the responsibility of the customer, unless the item is faulty or incorrect.

Please Note: Based on the exclusive and often final-sale nature of our Ghost Archive collections and certain Social Promotions or Bank Holiday Edit items, these products are typically non-returnable unless faulty. This will be clearly indicated on the product page at the time of purchase. All other items from our Clothing, Dresses, and Occasionwear categories are eligible for return under the standard policy.

Step-by-Step Return & Exchange Process

Step 1: Initiate Your Request

Within 15 days of receiving your order, please contact our Customer Care team at [email protected] with the subject line “Return/Exchange Request”. Please include the following information in your email, or use the template provided below.

Step 2: Await Authorization & Instructions

Our team will review your request and respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for sending your item(s) back to our fulfillment center in Jacksonville, US.

Step 3: Ship Your Return

Securely package the item(s) in their original condition and packaging, including the RMA number clearly visible on the outside of the package. We recommend using a trackable and insured shipping service. Ship your return to:

Ghost Fashion Store Returns
4719 Boundary Street
Jacksonville, US 32216

Step 4: Receive Your Refund or Place a New Order

For Returns (Refund): Once we receive and inspect your return (typically within 5-7 business days of arrival), we will process your refund.

For Exchanges: As we process returns and new orders separately, we recommend placing a new order for the desired item once your return is on its way to us. This ensures you secure the style and size you want from our evolving collections.

Refund Timeline & Method

Your refund will be issued to the original payment method used during checkout (VISA, MasterCard, JCB, or PayPal).

  • Credit/Debit Card Refunds: Processing may take 5-10 business days after we approve the refund to appear on your statement.
  • PayPal Refunds: Processing is usually completed within 3-5 business days after approval.

You will receive an email notification once your refund has been initiated.

Return Request Email Template

To streamline your request, you may copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Ghost Fashion Store Customer Care Team, I would like to initiate a return/exchange for my recent order. Order Number: [Please insert your order number] Name: [Your Full Name] Email Address: [The email used on the order] Item(s) for Return/Exchange: – [Item Name, Product Code, Size, Color] – [Reason for return/exchange (e.g., size, style, etc.)] Requested Action: [ ] I would like a refund to my original payment method. [ ] I would like to exchange for a different item. (Please note: I understand I will need to place a new order and will receive a refund for the returned item.) I confirm that the item(s) are unworn, unwashed, and in their original packaging with all tags attached. Please provide the RMA number and return instructions at your earliest convenience. Thank you, [Your Name]

Faulty or Incorrect Items

In the rare event you receive a damaged, faulty, or incorrect item, please contact us immediately at [email protected]. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.

Final Notes

We approach every aspect of your experience—from the design of our collections to the care in our customer service—with intention. Our returns policy is an extension of this commitment. For any questions not addressed here, our dedicated customer care team is always ready to assist, ensuring your experience with Ghost Fashion Store remains nothing short of exceptional.

Thank you for being part of our global community.

The Ghost Fashion Store Team