Shipping policy

Delivery information

Orders are dispatched from Monday to Friday between 9am and 6pm (GMT+7). All applicable delivery options and their respective costs for your order and your country will be calculated and displayed at checkout.

We will ship your order via express shipping (DHL, FedEx, Aramex, EMS...), which may take around 3-10 business days to arrive depending on the destination country. Please ensure all the shipping information, email, and contact number you provided are correct so that the process won’t be delayed.

Note: we may need an extra processing time of 5-7 business days in case we run low on stocks for your order.

How can I track my order?

Once your order has been dispatched from our warehouse you will receive a delivery confirmation email with your tracking number. Please give the carrier 1-2 business days to update the delivery status of your order.

Can I change my delivery address?

If you want to change your delivery address, please contact us as soon as possible BEFORE your order is shipped. Once your order leaves our warehouse, it'd be impossible to change the delivery address.

Note: You must contact us via the same email address you used to place the order. Please also make sure the new delivery address is fully complete (house number, street, zipcode, etc.). We will not be responsible for re-delivery costs or lost orders if your deliver details is incomplete.

Can I change my order?

To make sure your order gets delivered in a timely manner, we'll work on your order as soon as it arrives. Hence, all changes MUST be made within 12 hours of order placement. Just send us an email within 12 hours and let us know what you want to change (e.g. color, size). If you contact us outside the 12 hours window, your order might have been packed or shipped by our partners, in which case you can still request an exchange when your order arrives.

Can I cancel my order?

Most of our products are manufactured as soon as possible after placing the order in case of low stock. And we always want to make sure your order will be delivered to you as quickly as possible and try our best to provide you with the most exact appointment schedule. Therefore, all changes and cancellations must be made within 12 hours of order placement. Just send us an email within 12 hours and let us know what you want to change or the reason why you wish to cancel your order.

Customers are encouraged to carefully review their orders before placing them to ensure accuracy and satisfaction. Once an order has been placed and payment has been processed, it enters our production workflow.

Once an order has entered the production phase, it cannot be canceled. This policy is in place to maintain the seamless operation of our production process and to minimize the waste of resources and time.

Duty and Taxes

It might be compulsory for you to pay duties and taxes before you can receive your package. These rates vary by country. Please take note of this extra cost as it is not included with your GIANA merchandise and delivery charges.

GIANA is not responsible for any customs handling fees, duties, or taxes that result when your merchandise is imported to your country. You will be the importer of record and will be responsible for all levies, duties, import fees, taxes and other charges. We strongly suggest that you check with your local customs agency to determine the extent of such charges prior to purchase.

Please note that once the shipment is held at the destination country's customs, if no further process from customers for clearance, the shipment will be disposed as destination policy.

GIANA is unable to issue credit in case the package is not delivered due to non-payment of fees or non-communication for goods receipt.

What happens if I miss my delivery?

After multiple failed delivery attempts, your parcel might be returned to us or discarded. We are not responsible if your order is lost on the way back or gets discarded by the carrier. If we receive the returned parcel, we will not issue a refund. However, we can deliver the parcel to you again but you must cover the delivery costs.

Customer Non-Communication for Good Receipt

The customer will full responsibility for failure to deliver in case due to customers' non-communication for goods receipt.

When we are unable to reach a customer or receive a response regarding the delivery of their goods, we will make multiple attempts to communicate using the contact information provided during the order placement. Our communication attempts may include:

- Phone calls to the provided phone number.

- Email notifications sent to the provided email address.

- SMS or other messaging services, if applicable.

If all communication attempts remain unsuccessful within 03 days from the date we notify you, we will put the delivery on hold.

If the customer’s non-communication results in additional costs (e.g., storage fees, redelivery charges), the customer will be responsible for covering these costs before the orders are delivered.

If the customer continues to be non-responsive within 07 days from the date we notify you, we reserve the right to archive the order, and any prepaid fees or deposits will be forfeited.

Effective communication between GIANA and our customers ensures a seamless delivery process. We would like to encourage our customers to maintain open lines of communication to avoid any inconvenience or additional costs associated with non-responsiveness.

By making a purchase on our website, you acknowledge and agree to abide by this Order & Delivery Policy.