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Refund policy
The Basics
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.
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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.
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Refunds are issues as store credit only.
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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.
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If a return is accepted, buyer is responsible for return shipping fees (unless there is a mistake/damage on our end)
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Discounted items are final sales and cannot be returned or exchanged. These are usually items on our imperfect page
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Returned items must have tags still on and be returned in original packaging
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Returned items must have no visible signs of use
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Seasonal items are final sales
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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!
WHAT ARE RETURN GUIDELINES?
- You must contact us within 5 days of your package being received with any issues.
- All returns packages must be received within 20 days of the date your order shipped from us.
- We do not accept returns due to mind changes, not fully reading descriptions or items from our imperfect page.
- Hygiene items such as soaps, linens and pillows cannot be returned for hygiene purposes.
- Refunds are issued as store credit.
- To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and must contact within specified timeframe outlined above. No exceptions.
- We do not have an "exchange" process - simply return your item and place a new order for the alternate item.
- Discounted items are final and cannot be returned or exchanged (these items will also be noted in their description if they are not able to be returned)
- Returned items must have tags still on and be returned in original packaging
- Returned items must have no visible signs of wear or use
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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!
NON-REFUNDABLE ITEMS
- 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
ITEM RECEIVED IS DAMAGED OR DIDN'T COME!
If your item was damaged during shipping, never arrived, or was mark as delivered but you never received it, follow these steps:
- Contact the shipping carrier ASAP and first.
- If the carrier requests our info or you're having trouble filing a claim, reach out to us at Hi@Gia-Roma.com for any assistance.
- Please be patient. If it has been several days and your tracking has not updated, feel free to reach out to us or the carrier.
- We can also help you file a claim or file a claim on our end. Once an investigation has been completed by the carrier, we can/will either reimburse you or resend the product.
- Nothing can be done until an investigation is completed.
- Please understand that we cannot take responsibility for lost/missing packages that have been successfully delivered to the address provided with your order. If you wish to add a signature confirmation, let us know directly after purchase (sometimes carriers charge an additional fee for this, which will be the customers responsibility if it falls outside of the $19.99 range).
- Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. We do not issue a refund on lost packages. They are usually great about tracking items down. If they don't and after an investigation it is determined to be lost, then we can reimburse or reship products out (if still available).
Once it is out of our hands we have no control unfortunately. But if for some reason your item is missing out, after reaching out to the carrier feel free to also Contact Us and we will reach out on your behalf too!
If you are an international customer, tracking and shipping may be delayed.
Please have your tracking # ready and contact the shipping carrier for further details. International orders should choose FedEx shipping when checking out for the best assistance and tracking.
We have a 5 day return policy, which means you have 5 days after receiving your item to request a return due to issues on the item. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hi@gia-roma.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include pictures of the damage (more the better) and pictures of all sides of the boxes and the inside of the box (carriers require this for claims opened). Without evidence, no reimbursement can be given.Non-Returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.- Returns received after 20 days of the original order shipment date or reported after 5 days.
- Returns received in used, damaged or worn condition.
- Any special offers where terms state that sale is final.
- No Returns or Credits for Items Shipped Internationally
- Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
We do not offer exchanges. If you want something else the best way
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be given store credit in the form of a gift card or coupon code.
If it was an error made by us, then we can only refund the same payment method used to purchase. We cannot refund shipping fees. Please remember it can take some time for your bank or credit card company to process and post the refund too - allow us up to 5 days to process it on our end please.
My question is not addressed...
If you have any questions regarding your order, refund or placing an order. Feel free to reach out to us via the contact page with any other questions.
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