Frequently Asked Questions

Welcome to Gianela’s Frequently Asked Questions page.

Below you’ll find information about ordering, payment, shipping, tracking, returns, refunds, and customer support. If you need further assistance, please contact our customer service team.

1. How long will it take to receive my order?

Our estimated delivery times within the United States are:

Processing time: 1–3 business days (Monday to Saturday)
Transit time: 7–9 business days (Monday to Saturday)
Estimated total delivery time: 8–12 business days (Monday to Saturday)

Delivery times are estimates and may occasionally be affected by carrier delays, severe weather, public holidays, or circumstances outside our reasonable control.

For complete information, please review our Shipping Policy

2. Do you offer free shipping?

Yes. Gianela provides free standard shipping on all orders delivered within the United States.

No minimum purchase is required. Customers will not be charged an additional standard shipping fee during checkout.

3. Where does Gianela ship?

We currently ship exclusively to eligible addresses within the United States.

We do not currently offer international shipping.

4. Where is Gianela located?

Gianela is an online store serving customers throughout the United States.

Our business contact information is:

Store name: Gianela
Store address: 45 W 29th Street, New York, NY 10001, United States
Email: info@gianela.com
Phone: +1 917-735-5970

The address above is our business contact address and is not a customer-facing retail location.

5. Do you have a physical store I can visit?

No. Gianela currently operates as an online-only store.

Our New York address is a business contact address and is not a physical retail store open to customers.

Please do not send a return to this address without first contacting us and receiving return approval and instructions.

6. How can I track my order?

Once your order has shipped, we’ll send a shipping confirmation email containing your tracking information.

You can also track your order through our Track Your Order page

If you have not received tracking information within five business days, please contact info@gianela.com.

7. Can I change my shipping address?

We will make reasonable efforts to help, but an address change cannot be guaranteed once an order has entered processing or has been shipped.

Customers are responsible for providing a complete and accurate delivery address during checkout.

8. Can I cancel my order after it has been placed?

You may request a cancellation as long as your order has not been processed or shipped.

Please contact info@gianela.com as soon as possible. We cannot guarantee cancellation after fulfillment has begun.

Once an order has shipped, it can no longer be canceled. After delivery, an eligible product may be returned in accordance with our Refund Policy.

9. What is your return policy?

Eligible products may be returned within 30 days after delivery.

To qualify for a return, the product must be:

Unused;
In its original condition;
Returned with all original tags attached; and
In its original packaging, where applicable.

All return requests must be submitted and approved before the product is sent back.

For complete return conditions, please review our Refund Policy

10. How do I start a return?

Email info@gianela.com within 30 days after receiving your order.

Please use the subject line:

Return Request – Order #[your order number]

Include:

Your order number;
The reason for the return; and
Clear photographs if the product is damaged, defective, or incorrect.

If your return is approved, we will email you the return instructions and applicable return address.

Please do not send a return before receiving approval and instructions from our customer service team.

11. Who pays for return shipping?

If you return a product because you changed your mind, selected the wrong size or variant, or no longer want the product, you are responsible for the return shipping cost.

If a product is confirmed to be damaged, defective, or incorrect, Gianela will cover the applicable return shipping cost.

We do not charge a restocking fee for eligible returns.

12. What should I do if I receive a damaged, defective, or incorrect product?

Contact info@gianela.com as soon as possible and within the applicable 30-day return period.

Please provide:

Your order number;
A description of the problem; and
Clear photographs showing the product and issue.

If the product is confirmed to be damaged, defective, or incorrect, Gianela will cover the applicable return shipping cost.

You may choose between:

A replacement, subject to availability; or
A full refund.

You will not be charged additional replacement or return shipping fees for a confirmed damaged, defective, or incorrect product.

13. When will I receive my refund?

After we receive and inspect an eligible returned product, Gianela will process the refund within 14 business days.

Approved refunds are issued to the original payment method used for the order.

Your bank or payment provider may require additional time to post the refund after Gianela has issued it.

14. Do you charge a restocking fee?

No. Gianela does not charge a restocking fee for eligible returns.

Return shipping costs may still be the customer’s responsibility when a return is made because of a change of mind, incorrect size selection, or another personal reason.

15. Can I exchange a product?

Yes. Eligible products may be exchanged within the applicable 30-day return period.

Exchanges are subject to product, size, color, and variant availability.

Contact info@gianela.com before returning a product. Our customer service team will provide instructions and confirm whether the requested replacement is available.

16. What currency does Gianela use?

All prices on Gianela are displayed and processed in United States dollars (USD).

The final order total will be shown during checkout before you submit payment.

17. Is sales tax included in the product price?

Yes. Applicable sales tax is included in the displayed product price.

No additional sales tax is added during checkout. The final amount payable will be shown before you complete your order.

18. What payment methods do you accept?

We accept the payment methods displayed during checkout.

Available payment methods may be provided through Shopify and authorized third-party payment processors.

Payment information is processed through secure payment providers. Gianela does not directly store complete payment card numbers.

19. Can I place a bulk order?

Bulk-order availability depends on the products and quantities requested.

Please contact info@gianela.com before placing a bulk order. Include the product names, variants, quantities, and delivery requirements so our customer service team can review your request.