I wanted to exchange a Gymshark item for the same one, just in a smaller size.
Their website says exchanges for the same item are free, but when I tried to open the return label, I got “shipping label not available.” I contacted support, and they told me they can’t create a new label.
The only option they offered me is to self-post the parcel back to Belgium and pay for international shipping myself. They later offered to refund the shipping cost with a gift card, but honestly that doesn’t feel fair to me. I’d be spending real money because the label for my return wasn’t available, and getting store credit back instead of my money.
I later noticed their returns page says free returns are only available in certain countries, and if your country isn’t listed, you may have to cover the return cost. But their exchange page also says “Exchanges for the same item are free,” and I was able to start an exchange through the return portal, with a “Print shipping label” button shown. That’s why the whole process feels confusing to me.
I’m not refusing to return the item. I just don’t think a “free exchange” should turn into paid international return shipping because the shipping label is not available.
It’s really disappointing that the free exchange process advertised on their website basically isn’t available in my case.
Has anyone else dealt with this? Would you consider this fair?