Frequently Asked Questions:
Ordering and Payment Information
Is your website secure?
What payment methods do you accept?
Do you accept Paypal?
How do I track my order?
How do I use a discount coupon?
Can I reserve a shirt using my shopping bag?
Can I make changes to my order after it has already been placed?
How do I cancel my order?
I own a retail store. How do I become a Ginkgo dealer?
Can I change the information on my account?
Shipping
What are my shipping options?
How much will shipping cost me?
Can I track my shipment?
Will there be customs fees applied to my international order?
Returns
What is your return policy?
Who pays for return shipping?
How long does it take for my return to be processed?
Product and Sizing Information
How are your shirts printed?
What kind of shirts do you print on?
How do your shirts fit?
How should I wash my Ginkgo tees? Will they shrink a lot?
If a particular design or size is sold out, will it ever be reprinted?
What is your privacy policy?
Fair Trade and Environment
Was the cotton entirely made in Vietnam ?
Are the principles of fair trade applied to the farmers, along with the manufacturers and garment workers ?
Is the cotton organic or chemical free ?
What standards are included in Ginkgo Company's fair trade principles ?
Are the Ginkgo company product accredited fair trade certification or environmental certification ?
Are there independant verifications of the fair trade conditions of the factories or garment workers that produce Ginkgo products ?
Does Ginkgo have a 'fairtrade Premium' or similar policy ?
How does Ginkgo ensure respect for the environment in it's production and business behavior ?
All Other Questions
Have a question we haven't answered? Drop us a note at info@ginkgo-vietnam.com and we'll get back to you shortly.
Is your website secure ?
Ginkgo takes website security issues very seriously and works with Paypal that uses the latest industry-standard SSL (secure sockets layer) encryption to protect your personal information. Please notice the small pad-lock icon in the locked position that will appear in the lower- right corner or upper-right corner of your browser during the payment process.
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What payment methods do you accept ?
We currently accept Paypal payments, wich accept credit card like Visa, Mastercards, American Express. We also accept bank transfer.
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Do you accept Paypal?
Yes
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How do I track my order?
To track your order you must first be logged in to your Ginkgo e-store account. Once you are logged in, you can go to your My Account page to view your order history. Once there, simply click on the "View" link to view order status. You can also track your order by clicking on the tracking link that was included in your order confirmation email.
If you did not complete the account creation process before you placed your order, please refer to your order confirmation email for instructions on how to complete your Ginkgo account creation.
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How do I use a referral or discount code?
If you have a referral or discount code, you can enter it during the first step of the checkout process. Once you enter the code, click the "Apply Discount" button to receive your discount.
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Can I reserve a shirt using my shopping bag?
Unfortunately at this stage you can't. Placing a shirt in your bag does not mean that you will be able to buy it at a later date. If you have a shirt in your shopping bag and it sells out before you finish checking out, you will be notified in the checkout process and the shirt will be removed from you cart.
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Can I make changes to my order after it has already been placed?
Once an order is submitted through our website, it is usually not possible to make changes to the order. We do our best to pull and ship orders as quickly as possible which makes these types of changes very difficult. You can always contact us at info@ginkgo-vietnam.com to request a change to your order, and we will see if we can catch it before it ships.
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How do I cancel my order?
To cancel an order, simply email info@ginkgo-vietnam.com to request the cancellation of your order. Please be sure to include the ORDER # in either the subject line or body of your email. If your order has already shipped, you will be given instructions on how to return the order to us. Once we receive your order back to our warehouse, your credit card will be refunded less the original shipping charges.
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I own a retail store. How do I become a Ginkgo T-shirts dealer?
If you are interested in selling Ginkgo products in your store, please get in touch with one of our wholesale account managers.
For international wholesale inquiries please email wholesale@ginkgo-vietnam.com.
Please note that we typically require retailers to have a physical brick-and-mortar location to be considered for approval. Retailers that are exclusively internet-based will not be approved.
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Can I change the information on my Ginkgo e-store account?
You sure can. To make any changes to your account just log in to your Ginkgo account and then go to your "My Profile" page where you be able modify everything except for your username, Ginkgo #, and the date you joined.
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What are my shipping options?
Orders are shipped via International Transportation Service. Shipping is free. Please allow 5-6 days for processing of orders.
PLEASE NOTE: THE CUSTOMER IS RESPONSIBLE FOR ANY CUSTOMS FEES, IMPORT DUTIES, OR TAXES THAT MAY BE IMPOSED BY YOUR COUNTRY’S CUSTOMS DEPARTMENT.
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How much will shipping cost me?
The shipping is free.
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Can I track my shipment?
Yes, once your order is placed, you will receive a tracking number and a link for the website where you will be able to track your package.
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Will there be customs fees applied to my international order?
International orders may have additional fees applied to them by the receiving country's (your country's) customs agency. Unfortunately, Ginkgo has nothing to do with these fees and is not able to estimate fees or determine whether or not there will be any. To learn more about your country's customs fees and any other import duties/taxes, we recommend contacting your country's customs agency.
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What is your return policy?
We are confident that you will be happy with your purchase. If for any reason you are not totally satisfied with your order within 30 days from the date of purchase, simply send an email to info@ginkgo-vietnam.com and request a return authorization number. In the email please include your order number found on your packing slip or in the order confirmation email received when the order was placed. All returned products must be unworn and unwashed (no exceptions). Exchanges must be made for shirts of equal or lessor value. Return shipping charges are the responsibility of the customer unless the return is due to a product defect or a shipping error on the part of Ginkgo.
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Who pays for return shipping?
If the return is due to a mistake on our part (ie. we shipped you the wrong shirt or the shirt has a defect), we will reimburse you for the return shipping costs as long as you use a standard shipping method. If you are returning a shirt because you are not happy with it or want to exchange it for a different shirt, then you are responsible for the shipping costs. Before you ship anything back to us, please email info@ginkgo-vietnam.com first so we can provide you with complete return instructions. Also, make sure you include your order # in the email.
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How long does it takes for my return to be processed?
Please allow up to 2 weeks for us to process your return.
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How are your shirts printed?
All of our shirts are printed using state-of-the-art screen-printing processes and other apparel embellishment techniques, including soft-hand inks, water-based inks, specialty inks, foils, flocks, DTG printing, appliqués, and embroidery. We try our best to minimize the techniques using chemicals products, and so lower our imprint on environment.
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What kind of shirts do you print on?
All of our shirts are 100% combed ring spun cotton and mix spandex/cotton for women t-shirts. The description on the detail page of each shirt in our store will indicate which type of shirt that particular design is printed on.
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How do your shirts fit?
Our shirts tend to fit in between a basic fit tee and a slim fit. You can check out our size charts. Please note that the measurements we give in our size charts have a variance of +/- 1 cm.
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How should I wash my Ginkgo tees? Will they shrink a lot?
Generally, cotton shrinks when it is washed. Typically you may experience shrinkage of 3-5 percent in both the length and width after wash with our 100% cotton tee. We recommand that you not tumble dry your t-shirt.
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If a particular design or size is sold out, will it ever be reprinted?
We reprint most of our designs - If a design is not reprinted, we will take it off the website.
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What is your privacy policy?
To view our privacy policy, click here.
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Was the cotton entirely made in Vietnam ?
No. The Vietnamese cotton doesn't reach our quality standard. The cotton we use comes from Thailand, Bangladesh and India, and the yarn is made from the cotton in these countries. When we say "entirely made in Vietnam" it means, the making of the fabric from the yarn + dying of the fabric. Then making of the t-shirt: cutting, printing, embroidering, sewing.
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Are the principles of fair trade applied to the farmers, along with the manufacturers and garment workers ?
Today, we rely on our fabric suppliers who grow the cotton in Thailand to ensure the farmer's fair trade working conditions. Our suppliers have always assured us that the principles of fair trade are in place however we are unable to check in person for now because the cost for this checking is quite important for a small company like us. In the future, we hope to use only organic cotton that comes from fair trade farming in Vietnam. For the manufacturer and garment workers we undertake our own manual checks to ensure high standards. Concerning our Organic t-shirts, they also come from fair trade farming and manufaturers.
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Is the cotton organic ?
Some of our products are organics, please check the products page for more information.
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What standards are included in Ginkgo Company's fair trade principles ?
We abide by the following principles:
- child labour restrictions
- overtime pay
- work-time schedule of 8 hours maximum per day, 6 days per week (maximum 60 hours / week)
- access to union representation
- social and health insurance
- fair salary, prompt and punctual payment
- safe and healthy working environment
- non discrimination, gender equity
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Are the Ginkgo company product accredited fair trade certification or environmental certification ?
Our organic collection is accredited GOTS (Global Organic Textile Standard) and ILO (International Labour Organization).
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Are there independant verifications of the fair trade conditions of the factories or garment workers that produce Ginkgo products ?
Yes. We do our own verifications in all the factories of our suppliers, but only in Vietnam.
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Does Ginkgo have a 'fairtrade Premium' or similar policy ?
Ginkgo does not have a 'Fairtrade Premium' because it is not part of any official organization but is acting with a similar approach : we donate to environmental and social organizations such as Greenpeace, Human rights watch and Karuna Shechen. We are looking forward to becoming involved in more donation projects in the future.
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How does Ginkgo ensure respect for the environment in it's production and business behavior ?
- Ginkgo's advertising and marketing supports are printed on recycled papers every time it's possible : bags, tags, brochures. We are looking for a solution to avoid using plastic bags for the package of our t-shirts, but haven't found yet. We hope to find a solution for this in very near futur.
- We be careful on our waste production, and on the use of paper.
- Cutting down on chemicals as much as possible.
- Work only with suppliers that share our vision of fair and environmentally friendly trade.
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