FAQ

What should I do if I have not received an order confirmation?

It may happen that due to a technical error your order does not go through properly. If you have not received an order confirmation, we recommend that you send us an email to Support@gianderahome.com as soon as possible. In your email, please state the name of the item, colour and size you have ordered. We will then process your order as soon as possible. We apologise for the inconvenience and thank you for your understanding.

What should I do if I don't receive emails from Giandera Home?

If you are not receiving emails from Giandera Home, it may be because our messages have ended up in your spam filter. We may have tried to contact you several times already. Please check your spam folder first.

We are always ready to help you. If after checking your spam folder you still don't see any messages from us, feel free to contact us.

What are the average delivery times at Giandera Home?

At Giandera Home we endeavour to deliver your orders usually within a period of 8 to 14 working days.

How much does shipping cost?

We offer free shipping for all your orders.

How can I track my order?

After placing your order, you will receive a unique tracking code via email within 48 hours. With this code you can follow the progress of your order on our dedicated tracking page. Please note that it may take 2-4 days before the first status updates become visible.

My track & trace code shows no information?

While this may cause some frustration, we would like to make you aware that it is normal that it can take 2 to 4 days before the first updates to your tracking code become visible. This is because it takes time to process and update the shipping information in the system.

Where is my order?

Within 48 hours of placing your order, we will send a personalised tracking code to your email address. This code enables you to follow the status of your order on our tracking page. We kindly ask you to be patient for 2 to 3 days for the first updates to appear. The expected delivery time is 8 to 14 working days. If you have any questions or require further support, please do not hesitate to contact our customer service via the contact page at the top of our website.

Can I cancel my order?

Once your order has been placed, it is not possible to cancel due to our automated shipping system. After finalising the purchase, your order is processed immediately and shipped within 48 hours. However, if you are not satisfied with your product upon receipt, you have the right to return your order.

When can I submit a return request?

If you are not satisfied with your purchase, you can take advantage of our 30-day return policy, provided certain conditions are met. The product must be unused and in the original packaging. You can submit a return request within 30 days of receiving your order. Please note: Our warehouse is located outside the EU, which means that the cost of returning is at your own expense.

What are the requirements for a successful return?

To qualify for a return and a full refund, the product must fulfil the following criteria:

Product condition: The item must be in the same condition as when you received it, with all tags still attached and in the original packaging. It must not have been used, washed, damaged or altered in any way.
Proof of purchase: Keep your proof of purchase or order number safe, as this may be requested as proof of your purchase.
Reason for return: Include a clear explanation of why you are returning the product, including pictures of the item to show that it is in new condition and unused.
Hygiene products: Please note that certain items, such as underwear, beauty products and cosmetics, cannot be returned for hygienic reasons.
Where should I send my return to?

As we deliver directly from our partner suppliers, returns must be sent to our warehouse, which is located outside the European Union. This method of working allows us to achieve significant savings on transport, storage, packaging and shipping costs, which enables us to offer our products at the sharpest possible prices.

Who is responsible for the cost of the return shipment?

If you choose to return the parcel, please note that the return costs are at your own expense. Giandera Home accepts no responsibility for this.