At Gianeli, we want every customer to feel confident when ordering from our online store. This Refund, Exchange and Return Policy explains how we handle requests related to refunds, exchanges, returns, cancellations and damaged items.
Conditions for refunds, exchanges or returns
Damaged or defective item: If your item arrives damaged or with a production defect, you may request a refund, exchange or replacement after our team reviews the issue.
Wrong item received: If you receive a different item from the one you ordered, Gianeli will review the case and arrange the best solution as quickly as possible.
Standard jewelry pieces: Non-personalized items can be returned within 30 days after delivery, as long as they are unused, unworn and returned in their original condition and packaging.
Personalized items: Personalized jewelry is made especially for you and cannot be returned or exchanged, unless there is a production issue, defect or mistake on our side.
Order cancellations
For personalized items, cancellations are only accepted within 24 hours after the order is placed.
If the design preview has already been prepared or completed, the cancellation may still be possible within the first 24 hours, but a €10 design and processing fee may be deducted from the refund.
Once a personalized order has entered production, cancellation and refund are no longer possible, even if the request is made within the first 24 hours.
For non-personalized items, cancellations may be accepted if the order has not yet been shipped.
Refund, exchange or return procedure
To request a refund, exchange or return, please contact us at gianeli.support@gmail.com with your order number, the email used at checkout and the reason for your request.
Our team will review each request individually and confirm whether it has been accepted. Gianeli reserves the right to refuse requests that do not meet the conditions of this policy.
If your refund is approved, it will be processed to the original payment method. Please note that the time for the refund to appear may depend on your bank or payment provider.
Exchanges
Exchanges are accepted only for standard jewelry pieces that are unused, unworn and returned in their original condition and packaging.
Personalized items cannot be exchanged unless there is a production issue, defect or mistake on our side.
Items not eligible for return
Refunds, exchanges or returns will not be accepted for:
- Personalized or made-to-order items, except in case of defect, production issue or mistake on our side.
- Items that have been used, worn or damaged by the customer.
- Items returned without their original condition or packaging.
- Orders outside the 30-day return period.
Delivery issues and returned parcels
If an order cannot be delivered due to an incorrect address, failed delivery attempt or failure to collect the parcel, the package may be returned to us.
In these cases, the customer may be responsible for any reshipping costs. If the customer chooses not to reship the order, shipping costs may be deducted from any eligible refund.
For international shipments, including orders sent to the United States, any customs duties, import taxes or other charges required by the destination country are the responsibility of the customer and are non-refundable.
Shipping fees
If an order is cancelled after dispatch or returned due to customer choice, any shipping fees paid may be deducted from the refund.
Free Shipping is currently available only for eligible orders delivered within Portugal.
Shipping costs for Portugal, the European Union, the United States and other available destinations are displayed during checkout before payment is completed.
Policy updates
Gianeli may update this Refund, Exchange and Return Policy whenever necessary. The most recent version will always be available on our online store.
If you have any questions about this policy, please contact us at gianeli.support@gmail.com or use our Live Chat — we are always available there to help with any questions.