FAQ

I did not receive an order confirmation email. What should I do?

If you have placed an order with GIOMY but have not received an order confirmation email, it is possible that an incorrect email address was provided. Please contact us using the contact form or email us at , and we will update your order information to ensure you receive your confirmation promptly.

How can I track my order?

Once your order is dispatched, you will receive an email with a tracking number. You can use this number to track the progress of your shipment. If you do not receive a tracking email within 48 hours, please contact us at with your order number and the subject ‘Missing track&trace’.

What if I regret my purchase?

If you wish to cancel your order, please contact us as soon as possible through our contact form or send an email to . If your order has not yet been packed, we can fully refund it immediately. If the goods have already been packed and sent, you will need to receive them first and then return them to us. Please see the return process below for more details.

How do I make a return?

To initiate a return, please follow these steps:

  1. Ensure the parcel is packaged exactly as it was when you received it.

  2. Inform us of your return by using the contact form or emailing with your order number and reason for return.

  3. You are responsible for the postage and shipping costs.

Once we receive the returned goods and confirm they are in perfect condition, we will process your refund and send a confirmation email. Please note, we have a 14-day return policy, which means you have 14 days after receiving your physical item to request a return and refund. Unfortunately, we cannot accept returns on digital products and gift cards, and these products will not be refunded.

What should I do if my package and products were damaged upon arrival?

If your package and products were damaged upon arrival, please contact us immediately with photos of both the damaged package and the damaged goods. You can do this through the contact form or by sending an email to . Once we receive the photos and accept the faults, we will send you a replacement package and arrange for the damaged goods to be returned to us.

Can I exchange a product?

If you wish to exchange your received products for something else, please process it like a regular return. The products to be returned must be in their original packaging and condition. We will refund you once we receive the returned products. You can then place a new order on our website.

What happens if I do not collect my parcel?

If goods are returned to us because they were not collected by the customer, we will charge a fee of €25 to cover our packaging and return shipping costs.

How can I contact customer support?

If you have any questions, concerns, or need assistance, you can reach our customer support team through the contact form on our website or by emailing us at . We strive to respond to all inquiries within 24 hours.

Are there any additional fees for international shipping?

While we offer complimentary standard shipping to most destinations, please note that international orders may be subject to import duties and taxes, which are the responsibility of the recipient. These fees are not covered by GIOMY.