FREQUENTLY ASKED QUESTIONS (FAQS)
Welcome to our new look website if you’re a returning customer you’ll notice there are more features to the site. Below is a list of our FAQ’s to help you with your queries. You can find full details of our privacy statement and terms of engagement by clicking this link to our TERMS AND CONDITIONS page.
PAYMENT
SHOPPING
SHIPPING
RETURNS AND EXCHANGES
TECHNICAL PROBLEMS
How do I pay for my order?
All payments to GIAROYE are handled securely by PayPal (Internet Service Payment Providers). PayPal accept payment by Mastercard, Visa, Visa Delta, Switch, JCB, Eurocard and Solo (and any other card agreed by them from time to time). Payment for your goods will be debited from your credit or debit card before the goods are dispatched. Upon processing a transaction, PayPal will issue you with an electronic transaction receipt which will be sent by email.
When is my payment taken?
Your payment is taken securely online when you confirm your order. All credit/debit cards are subject to validation and authorisation checks.
How will I know my order has been placed successfully?
Once you have completed your order you will receive confirmation to your email address, showing receipt of your purchases. This email acknowledges that your order has been received, but does not confirm acceptance of the order by GIAROYE. Acceptance will take place once the goods have been dispatched.
Where do I find discount codes?
If you sign-up to receive our regular newsletter, we’ll make sure we send you any discount promotion codes as and when they become available. Be sure to check the terms of the code, as each code will vary and have different conditions of redemption.
I forgot to use my discount code?
Unfortunately we can not amend your payment or apply the code once the transaction has been completed. Therefore, it’s really important that you enter the code at the checkout before you complete your payment.
How do discount codes affect my right to return an order?
If you’ve used a discount code your refund amount will be adjusted to reflect this. We can not re-issue discount codes once they have been redeemed.
How do I set up my online account?
To start shopping with GIAROYE all you have to do is register your details via the My Account section of the site. We will also remind you to join when you get to the checkout stage of your purchase.
Do you take telephone orders?
No, unfortunately we do not take orders over the phone.
Do you have a catalogue?
No. At GIAROYE our aim is to keep you informed of all our latest trends and features by bringing you as many new items, as regularly as possible. Unfortunately this then makes it possible to produce a catalogue that will reflect all the latest items in our collection.
But don’t worry, our easy to use website means you can browse and search at your leisure, while keeping informed by signing up to the GIAROYE newsletter.
What happens if the item I want is unavailable?
We endeavour to hold all listed items in stock at all times. However, there are times when we sell out due to an item being even more popular than we expected. If this happens we will contact you to inform you of the situation. If the item is not available we will refund the amount to the credit/debit card used.
How accurate are descriptions and product information?
At GIAROYE we do our best to make sure all descriptions, images and prices are as up to date and accurate as possible, although we do accept that some descriptions, images and prices may occasionally be subject to inaccuracies
If you have purchased an item with an incorrect price, you will be able to place a new order at the correct price, or cancel the order completely. In the event that we are unable to contact you to rectify the incorrect pricing, we will cancel your order for you.
Where can I find size information?
Each item has its own size chart on its product page; if you require any additional information please contact us at online@giaroye.com.
Do you offer a gift wrap service?
No, unfortunately we do not currently offer this service.
Do you have a newsletter?
Yes, when you join the website you will be given the opportunity to sign up to
the GIAROYE News letter. This will enable you to receive the latest news and
information about events as well as promotion codes.
What countries do you ship to?
We ship worldwide, to find out more information where? You can send us an email with your query to online@giaroye.com
How do I amend my address?
You can amend the shipping address at the delivery stage of checkout. Alternatively you can amend an address in the account section of the website.
Do you deliver to PO BOX addresses?
Sorry, but for security reason we can not ship to PO Box addresses.
What are the delivery charges and services?
Full information of delivery charges can be found in the TERMS AND CONDITIONS section of this website.
How long will it take for my order to be processed and dispatched?
All orders placed before 12:00pm on a business day will be shipped on the same day, subject to card checks and availability. Orders placed after 12:00pm will be shipped the following business day (Monday to Friday). Please note your order will not be dispatched or processed on a weekend or public holiday.
Timescales are from time of dispatch and not from the time the order is placed.
Public Holidays 2010
1
January New Year's Day
2 April Good Friday
5 April Easter Monday
3 May May Day Bank Holiday
31 May Spring Bank Holiday (Victoria Day)
30 August Summer Bank Holiday
25 December Christmas Day
28 December Boxing Day
Sometimes goods maybe subject to delays which are beyond our control. Please note that the recipient will be responsible for any additional postage charges imposed locally by custom and excise.
Do you ship to multiple addresses for one order?
No, you will need to place separate orders.
Can I add shipping instructions?
You can add shipping instructions at the shipping stage of the order, but should consider that all parcels still have to be signed for.
What if I’m out when my parcel is delivered?
All deliveries require a signature; please ensure somebody is home to sign for the goods. If you are not in to receive your goods, you can contact the courier company/post office regarding re-delivery/collection time. You also have the opportunity to add any special delivery instructions during the ordering process.
What if my parcel is damaged?
Do not sign for any damage goods as we cannot be held liable for lost or damaged parcels once you have signed for them.
Guarantee
If any product does not meet your expectation, please return it to us, un-used and in the original packaging within 14 days and we will arrange for you to have either a refund or replacement. This is in addition to your statutory rights.
What is your returns policy?
We will offer a refund or exchange (subject to availability) on any unworn/unused goods (faulty or otherwise) within 14 days of dispatch. All items should be returned in their original packaging, with their labels intact. We recommend that your parcel is sent back via a trackable and insured postal service as we cannot accept liability for lost or damaged items before they reach us.
Returns address:
GIAROYE
Returns Department
70 Leytonstone Road
Stratford
London
E15 1SQ
What should I do if I lose my returns note?
No problem, click on this link Returns and Refunds to download a PDF Copy. Then just fill it out, follow the instructions and include it with your returns parcel.
Do I have to pay for the postage?
We will reimburse the postage paid when returning faulty/incorrect items only. This will be the postage the cost of returning the item to us (please note this doesn’t affect your statutory rights) If you require an exchange on any item we will send this out with no additional charges.
What is your refunds procedure?
We will endeavour to process all returns within 3-7 business days of receipt at our warehouse. We will only refund payments back onto the original card used at the time of purchase. Once your refund has been confirmed we will send you a confirmation email (please allow a few days for the transaction to show up on your account).
How do I arrange an exchange?
An exchange can be requested by filling out the form (which is included with your order) and sending it back with the good to be exchanged. Alternatively, you can contact us at online@giaroye.com or call us on +44 (0)208 432 6908 for further information.
I can’t sign into my account?
In order to access your account you will need to sign-in using your email address and password. You need to make sure you are using the same email address and password that you used when you registered with us,
If you can’t remember your password, just click onto the link entitled,”forgotten your password,” and enter your email address so that we can send you a reminder.
If you enter the wrong email address/password 5 times your account will temporarily be blocked and you won’t be able to log back in for 30 minutes.
Why am I not receiving and emails or newsletters from you?
First of all make sure you have registered the correct email address with us when you signed up. You can check and amend your details by entering the My Account section of the website.
It may be that your email software is marking our emails as junk and sending them to your junk folder. To make sure you never miss out on the latest news, just add our email address, online@giaroye.com to your address book, which will ensure you never miss another newsletter again!
If you’re still not receiving our emails, send us an email at online@giaroye.com and we will try to rectify the problem for you.
