Refund policy
Refund Policy
This return policy applies to orders delivered within Ireland and Australia.
At Giovara, we want every order to meet your expectations. If something is not right, our return process is designed to be clear, fair, and straightforward.
Ireland - EU Right of Withdrawal
For orders delivered within Ireland, customers have the right under applicable EU consumer law to cancel an eligible online purchase within 14 days of delivery without providing a reason.
To exercise this right, contact us at support@giovara.com.
Nothing in this policy limits any mandatory consumer rights available under Irish or EU law.
Australia - Consumer Guarantees
Orders delivered within Australia are covered by applicable rights and remedies under the Australian Consumer Law.
These statutory rights are separate from and in addition to Giovara’s voluntary return policy below. Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
If an item is faulty, defective, not as described, or otherwise fails to meet an applicable consumer guarantee, please contact support@giovara.com so we can provide the appropriate remedy in accordance with Australian Consumer Law.
Voluntary 30-Day Returns
In addition to any statutory consumer rights, customers in Ireland and Australia may request a voluntary return within 30 days from the date the order is delivered.
For change-of-mind or other voluntary returns, items must:
- Be unused and unworn beyond what is reasonably necessary to inspect the item.
- Be returned in their original condition, with original packaging, tags, labels, and accessories where applicable.
- Be returned after receiving return instructions from our support team.
Items returned worn, washed, altered, stained, damaged, or otherwise diminished in value may not qualify for a full voluntary refund, subject always to applicable consumer law.
These conditions do not limit statutory remedies for faulty, defective, incorrect, or non-compliant goods.
How to Start a Return
To initiate a return, contact us at support@giovara.com.
Please include your order number and a brief explanation of your request.
Our support team will provide the applicable return instructions.
Return Shipping
For voluntary or change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed or required by applicable consumer law.
Returns may need to be sent to our international fulfilment facility, and international return shipping costs may therefore apply.
Customers should ensure that the return is correctly addressed, securely packaged, and sent in accordance with the return instructions provided by our support team.
Any applicable postage, customs charges, duties, or other charges associated with a voluntary return are the responsibility of the customer unless otherwise required by applicable consumer law.
We strongly recommend using a tracked shipping service and retaining proof of postage and tracking information.
For Australian customers returning goods because of a confirmed fault or failure to meet a consumer guarantee, Giovara will comply with any obligations relating to reasonable return costs under Australian Consumer Law.
Exchanges
If you would like to exchange an item for a different size or style, voluntary exchanges are available upon request.
Please contact support@giovara.com before returning your item so we can assist with the process.
For voluntary exchanges, customers are responsible for return shipping costs unless otherwise agreed or required by applicable consumer law.
Refund Processing
Once your returned item has been received and inspected, or where applicable sufficient proof of return has been provided, your refund will be processed within 7 business days, subject to applicable consumer law.
Where permitted by applicable consumer law, we may make a deduction from a voluntary refund to reflect any loss in value resulting from handling beyond what is reasonably necessary to inspect the item.
Refunds will be issued to the original payment method used at checkout.
Processing times after a refund has been issued may vary depending on your payment provider.
Where required by applicable consumer law, any standard delivery charges paid on the original order will also be refunded.
Additional charges for upgraded or premium delivery services are non-refundable beyond the cost of the standard delivery option, except where applicable law requires otherwise.
Non-Returnable Items
For voluntary or change-of-mind returns, certain items may not be eligible for return for hygiene or safety reasons, including intimate wear or products clearly identified as final sale.
This exclusion does not remove statutory rights relating to faulty, defective, unsafe, incorrectly supplied, or otherwise non-compliant products.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, incorrect, or materially different from its description, please contact us at support@giovara.com as soon as reasonably possible.
Include your order number and, where practical, clear photographs showing the issue so our support team can assess the matter promptly.
For Australian orders, the remedy available will depend on the nature and seriousness of the problem under Australian Consumer Law. For major failures, consumers can generally choose between a refund or replacement; minor failures must be remedied appropriately.
Need Help
If you have any questions regarding returns or refunds, please contact us.
Email: support@giovara.com
Phone: +44 7988579633
Response time: Within 24 hours