FAQ

How much are the shipping costs?

The applicable shipping costs will be transparently displayed at checkout before you complete your order. This way, you know exactly what shipping costs will be incurred for your order before payment.

Is shipping free?

Free shipping may be offered as part of certain promotions or above a defined order value. Whether your order qualifies for free shipping will be displayed in the shop or at checkout. Current promotions may also be communicated on our website.

When will my order arrive?

Orders are usually processed within 24 hours on business days and handed over to our shipping service provider. The regular delivery time within Germany is then usually 1–3 business days. On weekends, public holidays, or during periods of particularly high order volumes, processing or delivery may be slightly delayed.

Can I still change or cancel my order after placing it?

We start processing your order as quickly as possible. If you wish to change or cancel immediately after purchase, please contact our customer service as soon as possible. We will gladly check if the order can still be adjusted or stopped. Once it has already been processed for shipping or handed over to the shipping service provider, we can no longer guarantee a change or cancellation. Your statutory rights, in particular any existing right of withdrawal, remain unaffected.

How can I return an item?

You can return items within 30 days of receiving your order, in accordance with our return policy. The goods should be returned unworn, undamaged, and with the original tags. All details regarding returns and refunds can be found on our "Returns & Refunds" page.

Can I return reduced items?

Yes. Reduced items can also be returned in accordance with our applicable return and withdrawal policies, provided no legal exception applies.

Can I exchange an item directly?

A direct exchange is currently not possible. If you wish to have an item in a different size or color, please return the original item and then place a new order. This way, the desired variant – if available – can be processed for you as quickly as possible.

How do I find out where my order is?

Once your order has been dispatched, you will receive a shipping confirmation by email. If available for the shipping method, this will include a tracking link that allows you to monitor the current status of your shipment.

What do I do if my order arrives damaged or something is missing?

Please contact our customer service as soon as possible and send us your order number and – in case of damaged goods – clear photos. We will review the process and assist you in resolving the matter as quickly as possible.

How can I contact GIOTELLI?

Our customer service will be happy to help you with questions about your order, delivery, or return.

Email: hello@giotelli.com
Phone: +49 (0) 2151 513 23 53

Alternatively, you can use the contact form on our website.