Due to the ongoing Coronavirus Pandemic there is currently a shortage of worldwide air freight due to reduced air travel meaning that deliveries are taking longer than expected, rest assured your order will reach you however please allow slightly longer than usual.
Yes, we ship all over the world. Shipping costs will apply to some regions, and will be added at checkout based on the delivery address. We run discounts and promotions regularly for free shipping so make sure you keep an eye out for this.
If you have checked your tracking number to find your parcel is showing as delivered and signed for please undertake the following checks before contacting our customer service team:
- Has your neighbor or a member of your family taken the delivery on your behalf?
- Do you recognise the name or signature of the person who has signed for your package?
- Check your address on your order confirmation email, it is important to ensure the order was shipped to the correct address, house number and zipcode otherwise it may be delivered elsewhere. If it has been sent to an alternate address please check with a person at the address listed or contact your local post office to investigate further.
- If your parcel has been delivered to a college/university or a workplace it is recommended to speak with the building reception and all members of staff in case someone else has collected this on your behalf.
If, after following these steps you still haven't found your order please email our support team email@example.com and they will be able to open an investigation with the delivery company and resolve the matter for you as quickly as possible.
After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 11 am EST will not be shipped out until the next business day. If you order after 11am EST on a Friday, your order will likely be shipped out on the following Monday.
If you have received an email from us advising that your order has been cancelled due to a high risk of fraud please email our support team - firstname.lastname@example.org.
Our customer service team is trained to identify fraudulent practices and ma be able to double check your information is legitimate and proceed with a fresh order. Please note that they may request proof of identification to prove you are the true cardholder.
We do still however reserve the right to cancel any order that we deem suspicious.
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
Giovvani cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
Ideally we'd love it if you're home to receive your delivery but it doesn't always work out like this. If you're not home your delivery driver may leave your parcel with a neighbor or in a safe place, if they do this you should receive a card identifying this.
If this isn't an option they will return the item back to the post office and leave a calling card so you can either collect your item or schedule re-delivery.
If your order has been returned to Giovvani by one of our shipping partners it is usually due to one of the below reasons:
- The parcel was refused on delivery.
- Our shipping partner was unable to reach the address after multiple attempts.
- The delivery address was either incorrect or incomplete.
- The parcel was damaged in transit.
- The order was not collected from the pick up location within 10 days of it being delivered.
We use all major carriers, and local courier partners. We'll typically use the local delivery service; for example in the U.S. we use USPS and for U.K. we use Royal Mail.
We always aim to make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us at email@example.com and we’ll take you through the process.
Yes, please visit the page of the product you're interested in.
Once there click the dropdown size field and it will give you the option to both choose your size and also at the bottom a link to the size chart which will convert our US sizing to both U.K. and EU sizes.
Typical shipping times are anywhere from 5-15 business days as we ship directly from our international fulfillment centre and shipping times can vary based on your country and customs processing time.
We check each order carefully before sending it out but occasionally an order will get damaged during the shipment process. If this is the case, please submit a support ticket to us by clicking here and we'll work it out for you!
If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.
If you receive an item which is not what you ordered please email our support team firstname.lastname@example.org and we will process a return and swap this for the correct item.
We accept all major debit cards and credit cards.
Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, Maestro, American Express, Apple Pay, PayPal and Klarna.
All transactions are processed via Shopify Payments or PayPal and Klarna are encrypted for your safety.
All payments must be sent prior to your order being shipped. Our payment processors work with Verified by Visa & MasterCard SecureCode to provide you with a safer shopping experience when using your card online.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.
We reserve the right to request additional validation and fraud checks internally if our fraud team identifies your order as high risk.
Amounts charged to overseas customers will be subject exchange rates which apply at the time of the transaction and are applied by the customers credit or debit card provider.
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com
The time at which you'll be charged for your order depends on what method you choose to use at checkout.
If you use a credit or debit card which is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.
If you've selected one of our Buy Now, Pay Later payment options, you'll be able to break your purchase down into multiple payments spread over a period of time. For more information on Klarna - Buy Now Pay Later visit here.
Klarna allows users to purchase products from our website using their by now pay later service.
This allows customers to breakdown purchases on our website into four interest-free payments at no additional cost.
We use Stripe and Paypal, the leading international payment providers, to process all purchases. There is no point where we ourselves have access to customer's personal data ourselves or where that data might potentially be compromised. All data is processed encrypted via Stripe or Paypal.
To ensure your order is placed smoothly please follow the below recommendations:
- Ensure the billing address you enter during checkout matches the address your card is registered to otherwise your card may be declined or order flagged as high risk of fraud.
- Always double check the delivery address entered for errors to avoid your order being sent to an incorrect address or returned to us.
- When possible, please enter the same delivery address as the billing address your card is registered to.
- Do not use a VPN or proxy when placing your order as this can highlight your order as being fraudulent on our system.
- Avoid placing a large number of orders during a small period of time.
If you are having any other issues when placing your order at Giovvani please email our support team at email@example.com and we will try our best to help with the process.
Our fulfillment team is quite quick at packing your order up which means we usually struggle to make any changes once you've placed the order.
This includes changing the delivery address or payment method.
We will however always endeavor to help so feel free to send an email to our support team here and we may be able to make a change before it's shipped if we're lucky.
Issues on our website can be caused by a variety of reasons, first follow the below steps to attempt to resolve the problem before raising it with our customer service team.
1. Delete your cookies
Please note that if you have items in your cart, once you delete your cookies they may be lost so you may need to write down a log before deleting them.
On most internet browsers you can delete your cookies using ‘Tools' or ‘History'.
2. Restart your browser
After clearing your cookies, close your browser, relaunch it and visit our website again. Hopefully this will resolve any issues you experienced.
3. Contact Us
If you're still having problems, contact our support team with the below information:
Screenshots of any error messages you get, which web browser you're using (e.g. Internet Explorer, Chrome, Safari, Firefox etc.) What you've done up to now to resolve the issue.
You can contact us through our contact page! We will be happy to assist you.