You must contact us within 5 business days of your package being received with any issues.

• We do not accept returns due to "mind changes" or not fully reading descriptions. It is important to inspect all pics and read descriptions in details to avoid confusion/issues.
• All returns packages must be received within 20 days of the date your order shipped from us.  Due to unexpected shipping delays, if your return gets held up during shipping this will NOT be held against you.
  
• Refunds are issues as store credit only.
• We do not have an "exchange" process - simply return your item and place a new order for the alternate item. If return is approved we will process store credit in a gift card or coupon code form.
• If a return is accepted, buyer is responsible for return shipping fees (unless there is a mistake/damage on our end)
• Discounted items are final sales and cannot be returned or exchanged. These are usually items on our imperfect page
• Returned items must have tags still on and be returned in original packaging
• Returned items must have no visible signs of use
• Seasonal items are final sales

Shipping is non-refundable, except in cases where we have made a shipping error and/or something else happened during shipping. If we messed up, we take FULL RESPONSIBILITY!

No Returns or Credits for Items Shipped Internationally

• Returns received after 20 days of the original order shipment date.
• Returns received in used, damaged or worn condition.
• Returns requested after 5 days of delivery
• Imperfect/Sale items or Seasonal items
• Soaps/Linens or personal use items
• Any special offers where terms state that sale is final.

No Returns or Credits for Items Shipped Internationally

Contact us within 5 days of delivery with any issues.

• Wine country! Also known as the Fingerlakes. Also known as Upstate, NY.
• If we are getting real specific, we are in Auburn, NY and all items ship directly from us. We do not use dropshippers.

All items you find on our site either fall in one of the following categories:

1. The owner/founder Angela also owns a graphic design business she started in 2013 after her first child was born.  She has used that skill to create unique one of a kind pieces.  You'll see her sense of humor & sarcasm in some of these items too.  We then hunt for a combo of top quality and affordable materials to put our designs on, either in the U.S. or internationally (so it varies).

• We do our best to find items that are also eco friendly.  No not all of our items are, but if we can find a way to create something that is, we do!

2. We do a LOT of research in other small businesses and U.S. based companies.  Find products we love and then bring them here.  This way not only are we providing you with amazing items but helping support other local businesses and shops that don't have an online presence (this is a small percentage of our products)!

• We are NOT one of those sites that drop ships item from China & you're not going to get an item for 30-60 days and then it looks nothing like the actual picture.  Think we all have fell victim to those types of stores/sellers.  All items we sell come directly from us.

Yes we do!

• The best way to know when there is a sale is to sign up for our newsletter.
• The 2nd best way is to follow us on IG @Gia.Roma as we sometimes announce deals there. Our email subscribers, always are the first to know though!
• Lastly, obviously things happen in product and/or shipping on our end too.  So we don't always get perfect items.  Either they are not up to our standards, could have a random stain, graphic issues, or something else.  When this happens - we either Donate them or they end up on our IMPERFECT PAGE at HUGE discounted rates!
  

• Items are are almost always 90% good, just have flaws that we'd never sell to our customers at full price or sell and "hope" you don't notice. 
• We are a small family ran business. This means every product that comes in and out the door, we fully inspect and are hands-on with.
• Full transparency over here! So if you're looking to get some awesome items at an unbeatable price, checkout the Imperfect Page under our deals section!

• At this time we are not taking custom requests and are unable to do custom labels, candles or other products. We just do not have the manpower or machinery for it currently.
• We do offer SOME products without any labels/markings on them that you are free to label with your brand. Example: Some candle mugs can come with no label so you can apply your own.
  

If you are a major retailer please contact us with full details on items you're seeking, amount, price target and any other info you may find relevant HERE.

Yes! You make our world go round ;)

• We work with a very limited spot of Influencers and bloggers hand in hand.  We want to grow with you and help you succeed!  We don't like wam bam thank you ma'ams, we love building a relationship.  We've found this is very beneficial and adds, commas into those commision checks ;)
• If you're interested in becoming part of our team and working one on one with us, contact us HERE.

Since this platform is designed for wholesale transactions aimed at resale, we regret to inform you that gift wrapping services are not available. However, if there's a particular occasion or reason for requiring wrapping, feel free to reach out to us, and we'll strive to find a suitable solution that satisfies both parties.

• If you are logged in with Shop Pay it will show only your ShopPay saved payment options and option add a new credit card.
• To use other payment options we offer like sezzle, afterpay, paypal, etc. You must log out of your shop pay account (on your device) or click 'checkout as guest' to see other checkout payment methods available.
• Unfortunately there is no way around this (we've tried).

Almost all of them. We have AfterPay, Sezzle, Paypal, ShopPay, Apple Pay, Venmo, CashApp, Major Credit Cards - the works!

• Most travel mugs, metal coffee mugs, metal wine tumblers, and water bottles are hand wash only. These are also NOT microwave safe.  Do NOT use these products in the microwave (metal or steel products).
  

Ceramic mugs are dishwasher + microwave safe.

•  But to keep all Gia Roma mugs looking their best, we recommend hand washing with a non-abrasive cloth to keep lettering from fading. This goes for any custom item.
• Ceramics ARE microwave safe. Meaning these mugs can be used in the microwave without causing damage to the mug or microwave.
• Microwave safe does not mean these mugs will not get hot in the microwave. These mugs will get hot. To avoid burns always use caution removing mugs from the microwave.
• All products will have care instructions in their product description and some of our items even come with care cards.

• Candles can melt when on hot shipping trucks and if your order is left outside in hot temperatures or you are in a state that is currently very hot.
• Shipping companies will not reimburse for melted candles so we cannot be held liable for melted candles.
• If you believe your order will be going through very hot climates for an extended time, please choose an expedited delivery service or make sure you know when your order will arrive, to avoid it sitting in hot temperatures for an extended time.

Or Contact Us and we can offer a dry ice option for a small additional fee. Please note this may delay ship out times, as we don't carry dry ice on hand all of the time.

• Place your candle on a heat safe surface away from any drafts.
• Keep out of reach of children + pets.
• Our candles are great for bathrooms, bedrooms, kitchens, living rooms, and more.
• Every place and area is different. If you have a room with high ceilings you may want to burn two candles at once to create the atmosphere you're desiring. A single candle in a smaller room or bathroom works great.

You'll want to make sure you burn your candle until the wax pool reaches the side of the jar.

Enjoy your candle burning for up to 4 hours then it's best to extinguish. Be sure to never leave a candle unattended.

Enjoy your candle until around 1/4" of wax remains at the bottom of the jar. All candles will have care instructions in their description :)

BURN TIME:

• We have all different types & sizes of candles.  Some last for only 25+ hours, others 40+ hours and our 11oz all the way up to 90+ hours.  As we add to our Candle Collection and get larger candles, this time may change too. 
• Each candle will have its burn time in the description details, so read that to see further info on specific candle burn times.
  

WICK LENGTH:

• Trim your wick to 1/4" before use each time.
• Keeping your wick trimmed to approximately 1/4" will prevent your candle from smoking or throwing sparks while burning.

CANDLE WON'T LIGHT-WHAT TO DO?

• If your candle won't light the wick either has too much wax on it or was cut too short. Dig out some wax around the wick and re-light.

HOW SHOULD I EXTINGUISH MY CANDLE?

• You can use wick dippers to gently dip the wick into the wax and pull the wick back out is the recommended way to extinguish your candle to avoid smoke.
• Blowing out your candle or using a candle snuffers to extinguish your candle will also work.

What kind of Wax Do You Use?

• Our wax is either a soy wax blend made in the USA or all Soy (items will say in the description). It is all natural, made with US grown soy, kosher, and has a great scent throw! Vegan Candles
  

What Are Your Wicks Made Out Of?

• Our wicks are all made out of cotton.
• They are all metal, lead and zinc FREE. 100% Organic Clean Cotton Wick so you can breathe safe while enjoying our artisan crafted candles for an aromatherapy experience!

What Kind of Fragrance Oils Do You Use?

• We use a combination of essential oils and premium natural fragrance oils. All of our fragrances are 100% non-toxic when used for their intended purposes, in candles. 
• Make sure to read each candle description for more in depth details of each candles contents and to see which scents and/or essential oils are used.

How Strong Are Your Candles?

• We use the highest scent to wax ration possible to ensure a full fragrance without risking candle quality. 
• We do not use toxic chemical boosters found in many commercial candle brands so our candles to not have overpowering scents. 
• Some candles have a stronger scent throw than others. We've found customers prefer light fragrance and some prefer stronger (we offer both).
• Those with a less powerful scent throw, will be noted in their scent description.
• We recommend using multiple candles if using in a larger space or a room with high ceilings.

Do Your Candles Contain Phthalates?

• No way! Our candles are Phthalate Free, Cruelty Free, Gluten Free and Toxin-Free!