Frequently Asked Questions

VARIOUS

When will an item become available again?

We can not say for sure if and when an item will become available again. The availability of an item depends on the manufacturer brands.

If you want us to notify you when an item of your interest is available again, we suggest you to follow these simple instructions:
• go to the page of the item
• if the item is “Not available”, click on “Email me when available again” and enter your data

We will send you an email once the product is back in stock.

If the item is not available in the size or color you desire: click on the size and/or color you prefer and then click on the box “Email me when available” and enter your data.

We will send you an email as soon as the size and/or color are available again.

We invite you to subscribe to our newsletter to stay updated with available products and to receive the promotions dedicated to our clients.

Can I change my order?

It is possible to change your order until it has been entrusted to the courier. To do so, you need to request the change directly from the page <“My orders”.

We remind you that in the box “Message” you must enter the GIGLIO code of the item you want to receive (available on the product page), the size and the color you want.

Once the status of the order changes in “shipped” - it is not possible to make any more changes.

Are your items original?

The items that are purchasable at GIGLIO.com are all originals because GIGLIO and its partners are official retailers of the brands on sale and in direct contact with the most prestigious Italian and international fashion companies.

Can I put items on hold?

It is not possible to reserve or book any item.

Are the discount codes cumulative?

The discount codes are not cumulative.

Can I change the shipping address?

You can change the shipping address only in case of bank transfer or cash on delivery payment.
If you choose an alternative payment method, you will be able to make only minor changes (e.g. house number or postal code): in these cases we recommend you contact our customer care.

RETURNS

HOW DO I MAKE A RETURN?

Making a return on GIGLIO.com is very easy!

1. Log into your personal account and click on "My orders";
2. Select the order containing the items to return and click on "I want to return one or more items";
3. Select only the items you want to return and choose how you would like to receive the refund;

Read all details on how to make returns.

IS THE RETURN FREE?

Returns are free for orders shipped to Italy. The shipping fees are at your expense for orders outside Italy. For future returns of other items of the same order, the shipping fees are at your expense.

WHICH COURIER DO I SHIP THE RETURN WITH?

In case of Easy Return, GIGLIO.COM takes care of choosing the courier and organizes the return of the order to be made at your home. The cost of this service depends on your country and does vary. For orders made in Italy, the Easy Return service is free.
In case of Return made by a client, you may choose the courier that you prefer; the shipping costs and responsibility of the shipment are at your expense.

Read all the details on the conditions for returns and refunds.

CAN I RETURN OTHER ITEMS FROM AN ORDER AFTER THE FIRST RETURN?

If after returning an item from your order you wish to return other items from the same order, you may do so within 15 days from delivery.
In this case, you may select only the Return by client method. The fees are at your expense and the shipment will be your responsibility.

Read all the details on the conditions for returns and refunds.

MY ORDER INCLUDES SHIPPING COSTS. IN CASE OF RETURNS, WILL THESE COSTS BE REFUNDED?

The refund will be for the total amount of the purchased products - excluding any shipping costs. The refund will be made through the same payment method used for your purchase. In case of cash on delivery, the refund will be made through bank transfer - and you will be asked to send us your bank account number (IBAN).

Read cases in which returns and refunds can not be made.

WHEN WILL I RECEIVE THE REFUND?

If all the conditions for accepting the return are met, the refund will take place within 6/8 business days.
The refund will be made through the same payment method used for your purchase.
In case of cash on delivery, the refund will be made by bank transfer.
The visualization of the credit on your account depends on the circuit of your bank.

Read all the details of the conditions for returns.

WHY IS MY RETURN STILL AT CUSTOMS IN ITALY?

Due to investigations at the customs offices, it may happen that some shipments from you to GIGLIO.COM, are temporarily blocked at customs, for a variable period of time.

The reasons and times are beyond our control and for this reason we are not able to predict the exact timing of customs clearance.

We assure you a prompt update on any development or new information in our possession.

HOW DO I USE THE STORE CREDIT?

If you have a credit in your account, after you have added a new item to your cart, the system will show the total amount of the order automatically applying your store credit.

If the amount of your order is less than your store credit, you can use the remaining balance for future purchases.

You can enjoy the credit available for you on any purchase at GIGLIO.COM and will never expire. You will constantly find the updated balance in your GIGLIO.COM personal account.

CAN I CHANGE AN ITEM?

It is not possible to exchange a purchased article. You will need to make a return (which is free in Italy) and purchase a new item.

Read all the details on how to return.

HAS MY RETURN ARRIVED?

You can check the status of the shipment through the tracking code you will receive via email. For more information, please contact our Customer Care.
If you will have chosen to make the return by client, you will need to contact the courier you have chosen to ship back the items.
In both cases, when a return is approved, on the “My returns” page in your personal account, you will find the updated status in “approved”.

SHIPPING

WHY HASN’T MY ORDER BEEN SHIPPED YET?

During some periods of the year, due to high order traffic, order processing times can delay up to a few days.

In rare cases, if an item is in one of our warehouses, shipping times may slightly be delayed.

In all these cases, we guarantee our assistance for any doubt or necessity.

WHEN WILL MY ORDER BE SHIPPED FOR DELIVERY?

Orders placed from Monday to Friday are processed within 72 working hours from the moment the payment is received.

In case an item is available in one of our warehouses, shipping times may be delayed – because the item must be shipped to our headquarter, checked and then prepared for shipment.

When the courier picks up your shipment, you will receive the tracking code of your order via email, this way you can monitor the delivery status.

WHICH COURIER DO YOU USE TO SHIP ORDERS?

The main couriers we use for shipments are UPS and DHL.

In some geographic areas or because of unforeseen circumstances, these couriers may carry out the delivery through other couriers.

EXTRA EU: DO I HAVE TO PAY CUSTOM DUTIES?

For all shipments outside of the EU (European Union) , with the exception of United States, Saudi Arabia and Australia, the customer is responsible for customs clearance and customs costs (taxes, duties).

Shipping methods, prices and delivery times can be viewed in the chart at this link.

EXTRA EU: MY ORDER IS ABOVE 500€, EXTRA SHIPPING COSTS ARE REQUIRED. WHY?

If your order contains shoes, remember: if the total value of the order is above € 500,00 – and contains more than two pairs of shoes – an additional cost of € 25,00 for each pair of shoes is required, starting from the third pair onwards.

If you have any questions in regards to international shipping, contact us.

WHY IS MY ORDER “IN PENDING PAYMENT”?

If you make a payment by bank transfer, please remember that:

  • the order will be processed only from the moment we receive an email at customercare@giglio.com containing the CRO (identification code of the transfer) or a copy of the bank transfer attached; until that moment, the items will not be reserved and can be purchased from other customers;
  • the order will be processed after receiving the payment on our account;
  • the order status will be updated as soon as we entrust the shipment to the courier.

CAN I SCHEDULE THE TIME AND DATE OF THE DELIVERY OF MY ORDER?

You can do this by contacting directly the courier in charge of your delivery, using the tracking code of the shipment.

UPS: www.ups.com

DHL: www.logistics.dhl

FEDEX: www.fedex.com

TNT: www.tnt.it

WHY AM I NOT ABLE TO SELECT THE “CASH ON DELIVERY” PAYMENT METHOD?

If in the past you have used the “cash on delivery” payment method, rejecting the delivery, this payment method will no longer be available. You will still be able to choose among all the other payment methods available on GIGLIO.COM.

HOW CAN I TRACK THE SHIPMENT?

As soon as your order is shipped, you will receive the tracking code via email that you can use 24/7 through the courier’s website.

The same code will also be available in the Order Details, accessible in the "My orders" section of your personal account.

WHY CAN’T I SELECT THE “EXPRESS SHIPPING” OPTION?

In order to guarantee the best shopping experience, express shipping is not available on some items for logistical reasons. In these cases only standard shipping will be available.

IS THERE A MINIMUM ORDER VALUE I MUST REACH IN ORDER TO PURCHASE AT GIGLIO.COM?

In Italy as in the rest of the world the minimum order value to purchase on GIGLIO.COM is 15€.
Exclusively in the United States, the minimum order value is 100$.

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