FAQ's
Frequently Asked Questions
All you need to know on how to place an order on Gio-Goi.com
PLACING AN ORDER & PAYMENT
Payment Methods
We accept Visa, Visa Delta, Visa Electron, MasterCard, Maestro, Solo and Paypal only. Please note that we do not accept Amex, Postal Orders, Bank Transfers or Cheques.
What payment types do you accept in Euros?
Currently, we take Euro payment through Paypal- don’t worry you don’t need an account. However, within a matter of days we are launching full payment options on the European site.
Are my card details secure?
We realise how important it is to store any information securely. As such, we maintain the highest levels of security, and so we at Gio-Goi lock all your information away in a high security vault otherwise known as high-level SSL encryption technology - the most advanced security software currently available for online transactions.
When will my card be charged?
We charge your card when your order is placed. When you enter your credit/debit card information and click 'Confirm Payment' on the final review page, we process the payment to make sure that the details are correct and the necessary funds are processed.
I am having problems registering my details online.
Please double check that the details you have entered are correct. Make sure that the postcode and the street name have been entered correctly, without any spaces or hyphens. If you still have difficulties, please contact our customer care teams with your address details and we will be happy to register your details for you.
Do you deliver to my country?
We deliver internationally. Please ensure you're in the right site for your region by double checking on our currency selector here.
How much is delivery?
UK
| Tariff | Service | Cost |
| UK Standard Delivery | This is our Free Service on orders over £75. Please expect delivery within 3-5 working days of placing your order. | £4.25 |
| UK Mainland Express | Please order before 2.30pm in order to receive your order on a Next Working Day Service. This service is great for when you're in a hurry and want full visibility of where your parcel is, at all times. Your order will be dispatched with DPD and remain fully trackable the whole time up until you sign for receipt - so remember someone will need to be in to receive your goods. | £5.95 |
| Channel Islands/Northern Ireland Express | If you're in the Channel Islands, or Northern Ireland please order before 2.30pm to receive your order on a Next Working Day Service. This service is great for when you're in a hurry and want full visibility of where your parcel is, at all times. Your order will be dispatched with Royal Mail and remain fully trackable the whole time up until you sign for receipt - so remember someone will need to be in to receive your goods. | £7.95 |
Europe
| Tariff | Service | Cost |
| Irish Standard Delivery | This is our free delivery service on orders over €100. If you're in Ireland, please select this service in order to receive you parcel within 4-5 working days of placing your order. | €7.00 |
| Irish Express | If you're in Ireland, select Irish Express to receive your order within 2-3 working days. Your order will be dispatched wtih DPD and remain fully trackable throughout its journey. | €10.65 |
| European Standard Delivery | This is our free delivery service on orders over €100. To receive your order within 7 working days, select this service. Your parcel will be dispatched using Royal Mail Airmail. |
€14.00 |
| European Express |
To receive your order within 3 working days, select this service. Your parcel will dispatched using DHL. |
€17.50 |
| Non European Union Standard | We aim to have your order with you within 10 working days. Please note that orders over a certain value may be delivered by specialist courier. This type of courier typically will require a signature, and may not make deliveries on Saturdays. | £15 |
Do you deliver to University addresses?
Yes, we do deliver to University addresses. However, please ensure that you have entered the relevant information, such as your room number, name of your residency hall, building block or department.
I tried to purchase online but my card has been declined.
If you receive notification that your credit or debit card has been declined, please check that you have entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that only your bank can tell you why your card has been declined.
DELIVERY DETAILS & ORDER AMENDMENTS
Can I cancel my order?
We start processing your order right after you receive your Order confirmation. Therefore, there’s a very limited window where we may be able to cancel your order. If you would like to cancel your order, please email Customer Care with CANCEL in the subject heading, followed by the relevant order number and your details. However, once an order has been packed we are unable to modify your order and you will need to return the items for a full refund.. Please note that your statutory right to cancel under the Distance Selling Regulations are not affected. For further information on your right to cancel, please click here.
Can I change my delivery address?
Unfortunately we cannot change your delivery address once the order has been confirmed.
Can someone else sign for my delivery?
Yes. Your order will need to be delivered to a secure address, where the courier will be able to obtain a signature.
Why has my order/item been cancelled?
We do our best to ensure that all items are in stock and available, but occasionally items become out of stock or are otherwise unavailable. If your order or part of your order is unavailable when your order is picked, you will be emailed to inform you that we are unable to ship that item. No payment will be taken for this item. We will ship any remaining item(s) that you have ordered.
WHERE'S MY ORDER?
How can I track my order?
In order to be able to track your order, please ensure you have selected a trackable service such as our Express tariffs. Then follow the details as provided in your confirmation email.
I have missed my delivery.
Deliveries are attempted between Monday and Friday, or Monday and Saturday for Royal Mail Services. Should you be unable to collect or arrange re-delivery, your order will be returned to us and will be processed as a refund. Please note that we are unable to re-send packages that are returned to us as undeliverable. Our shipping courier will return your parcel back to us if the address is incorrect or outdated or there have been a number of failed delivery attempts. Therefore, please ensure that the address details you enter in are accurate and someone will be in to sign for your parcel.
My order has been delivered but I have not received it?
If you live in communal flats, the courier may attempt to leave your parcel with a neighbour if you are out. Therefore, please double check with your neighbour(s) as they may have signed for your parcel on your behalf. If you have any queries regarding the whereabouts of your order, please contact customer care on customercare@gio-goi.com and we will look into this for you.
RETURNS
What is your Returns Policy?
If you are not completely satisfied with your purchase, please return the item within 14 days of the shipping date if you are in the UK and within 21 days for European orders. Your items must be returned in the condition that they were delivered in order for a refund to be processed.
For further details of our Returns Process and Policy, please click here.
For health, safety and security reasons, we cannot accept the exchange or return of items with a '+' marked by them unless the items are faulty.
How do I make a return?
For details on how to make a return, please click here.
Please note, that we strongly recommend that you obtain Proof of Postage from your local Post Office, which will demonstrate that you sent the item back to us.
How will I know if you have received my return?
Please allow up to 7 working days for your return to reach us within the UK and 14 working days for European returns. As soon as we receive it, this will be processed within 48 hours of receipt and any refund will be made to the method by which you paid. We will send you a confirmation email when we have done this.
When will I receive my refund?
Your refund will be credited to the original card used once your returned item/s have been processed. You will be sent an email confirming the refund to your card. Please allow 5-7 working days for your refund to be credited to your account depending on your card issuer.
I have received a faulty/damaged/incorrect item.
We sincerely apologise that there has been a problem with your order. If the item you received is faulty, damaged or incorrect, please email us at customercare@gio-goi.com, notifying us of the nature of the fault and we will do all we can to rectify this for you.
WHAT IS MY STATUTORY RIGHT TO CANCEL UNDER THE DISTANCE SELLING REGULATIONS?
Under the Distance Selling Regulations you have seven (7) working days (beginning the day after receipt of your order) to cancel your order. For further details, please click here.
Can I exchange my Item?
We are happy to exchange any item for a different size, colour or style which is the same or lesser value. Unfortunately, at this time, we are unable to exchange for a garment of a greater value.
For further details of our Returns Policy and how to exchange your item, please click here.
CARE GUIDE
Tees.
The majority of our tees are 100% cotton and are machine washable. However, any styles which feature embellishment, foil print and other fabric effects should be treated with care- always check the label before washing your item.
Denim.
Our denim is machine washable. Most styles are 100% cotton, with the exception of our Women’s Jegging styles which contain stretch. However, as with all dark dye denim, please be aware that a small amount of transference is normal so wash with other similar colours. Always check the label for specific care instructions relevant to your Gio-Goi item.
Embellished and Foil Print Styles.
We take great pride in the details of our design, and many of our styles carry foil printing and embellishments. Although these are still machine washable, please refer to the garment label for specific tips on how to look after your item.
Additional Care Info.
We aim to ensure that our Gio-Goi styles can be cared for with minimum fuss. The vast majority of styles are machine washable, with the rare exception of garments which carry heavy embellishments, foil prints, fabric effects, or luxury fabric composition such as used in Wool Coats. However, please refer to your garment label for specific care instructions.