FAQ's

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What are the types of delivery and delivery times for a GAIIA order?

Delivery times and shipping costs vary depending on the type of delivery you choose for your purchase. Note that during sale periods and promotions the delivery time may be longer than normal:

Type of delivery	Cost	Estimated delivery time
Home delivery	Rs. 790 (Free for orders over Rs. 6,500)	6 to 10 working days

Where is my order?

Track Your Order

Can I change the delivery address of an order?

We can change the address of an order while it is being prepared in our warehouses.Once the order is ready for dispatch or in the hands of the carrier, we can no longer change the address.

Check the status in My purchases and, if you are on time, contact our Customer Service team.

We continue working to make this process more convenient for you!

Can I cancel my order?

If you no longer wish to receive your order, you can make a cancellation request via our online help chat. Go to "Managing my order", select the option "Cancel my order" and complete the request. Within 24 hours you will receive an e-mail confirming whether your request was successful.

Please bear in mind, if your order is ready to be delivered or has already left the warehouse, we will no longer be able to cancel it.

Remember that, in any case, you have 30 days from the shipping date to easily return the items you no longer want.

What should I do if I have not received all the items in my purchase?

If any of the items in your purchase were sold out at the last minute and we did not send them to you, you will receive an e-mail with a notification. In addition, we will refund you the amount of the out of stock items and the delivery costs via the same payment method used to purchase the items.

If this is the case with you, we are sorry we could not complete your order.

What should I do if I have received an incorrect or defective item?

We are sorry if any of the items are not what you expected. Make the return indicating on the return form that it is an incorrect or defective item. If you can't find the return form, download it from your purchase details. We will refund you the amount of the items plus shipping costs as soon as we receive them in our warehouse.

Please note that the refund of the garments and the delivery charges will be made separately.

What is KYC and why do we need it to send you the order?

KYC stands for 'Know Your Customer' and refers to the process carried out by banks to verify the identity of bank customers. These official data must match those provided when placing your order.

In order to receive your order, the address details provided to your bank and the delivery address should match. If it does not, you will have to provide one of the following documents:

Bank Account Statement
Electricity Bill
Telephone Bill
Hotel Booking Receipt (if the delivery address is a hotel
LPG Connection document with address
Complete copy of Rent Agreement
Letter from HR (If workplace allocation)
Aadhar card/passport/voter id

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How can I exchange or return an online purchase of GAIIA items?

You have 30 days from the dispatch date of your order to make exchanges and returns. Just follow the steps below:

How can I exchange or return an in-store purchase?

It's very simple! You have 30 days from the date of purchase to exchange your items (except gift vouchers that can only be exchanged). Go to any of our stores in the country with the items and the purchase receipt, in paper or digital format.

Remember that you can also present the barcode on your mobile phone. You will find it in the details of your purchase in My purchases > Exchanges and returns.

Before visiting us, we recommend that you consult the return conditions:

Exchanges and returns will be made in the same way used for the purchase. In the case of payment by credit card, it is essential to present the original proof of purchase and the receipt of the transaction.
Please note that the garments must have the price tags intact and be in perfect condition.
Some items cannot be exchanged or returned for hygiene reasons: face masks, hand sanitisers, toiletries, lingerie, underwear and earrings.
Items that you have personalised or altered cannot be exchanged or returned because they are made exclusively for you and cannot be put on sale again.
Fragrances, candles and other cosmetics must be returned in the original sealed packaging.
Items purchased with a Gift Card can only be exchanged for other items, no returns are allowed.

How can I find out the status of my return?

If you made the return with home collection, your parcel may take several days to reach our warehouses. You will receive an e-mail when we make the refund of the garments or, in case of an exchange, when we send the new size you requested.

How and when will I receive my refund?

Refunds are made using the same payment method used to purchase. Please, note that:

With the home collection service, your parcel may take up to 16 working days to arrive at our warehouse. Once there, after checking the items, we will process the refund within 48 hours (working days).

We will notify you by e-mail as soon as the refund has been issued. You will then receive the amount in your account within 3 to 12 working days, depending on your bank.

What are the return conditions?

Any items returned must be in the same condition in which you received them.
Some items cannot be exchanged or returned for reasons of hygiene: masks, gels, toiletries, lingerie, underwear and earrings.
Items that you have personalised or altered cannot be exchanged or returned because they are made exclusively for you and cannot be offered for sale again.
Fragrances, candles and other cosmetics must be returned in the original sealed packaging.
Gift cards are also non-exchangeable and non-returnable.

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How can I pay for my online purchases?

We offer you various secure payment methods so you can choose the one that best suits your needs:

Debit or credit card

Pay for your purchases in real time with your debit card or choose to pay later with your credit card. We accept Visa, Visa electron, Mastercard - the choice is yours!

Also, if you have a Mango account, you can save your payment details and save time on your purchases.

How can I obtain an invoice for my purchase?

Request an invoice for your online purchases before finalizing your order. Select the option "I want to receive an invoice" and fill in your details. If you have already made your purchase and forgot to request an invoice, please contact Customer Service so that they can send you one.

I have a promotional code. How do I use it?

Before finalising your purchase, locate the spacepromotional codewhere you can add your code (only one per purchase). If no discount is applied, consult the promotion conditions or its expiry date. The code may have expired or the items you purchased may not be eligible for the promotion.

How can I buy a gift card?

You can buy an online gift card on our website. Choose the amount you want to give (up to a maximum of Rs. 10,000). We will then send an email to the person you would like to give the gift card to, containing the card number. They can then redeem their card in our online store. Please note that these online gift cards are only valid for purchases on our website.

How can I use a gift card or consult the balance?

Before finalizing your purchase, locate the space "promotional code or gift card" where you can add the number of your card. If it is an online card, you will find the number in the e-mail you received with your gift. If it is a store-bought card, you will find the number on the card itself. If you already have a gift card and want to know the balance, consult it now.

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How can I look after my clothes?

Washing

Machine wash. The number (30º C, 40º C, 60º C, 95º C) indicates the maximum washing temperature.
Machine wash using a normal programme with a short spin. The number (30º C, 40º C, 60º C, 95º C) indicates the maximum washing temperature.
Handwash at 30ºC maximum. Do not rub or wring.
Do not wash.

Using bleach

Bleach may be used.
Bleach must not be used.

Ironing

Hot iron: maximum 200ºC. Cotton, linen or viscose.
Medium iron: maximum 150ºC. Wool and polyester mixtures.
Cool iron: maximum 110ºC. Natural silk, rayon, acetate or acrylic.
Do not iron.

Dry cleaning

The letters (A, F, P) in the circles indicate the suitable product for each garment (information useful to dry cleaning specialists).
Do not dry clean.

Drying

Suitable for tumble drying.
Not suitable for tumble drying.
Tumble dry at a low temperature.
Tumble dry at a normal temperature.

How can I find out if an item is available in store?

In each item you will see the "Availability in store" option, where you can see if the garment is available in a store near the location you indicate. If the item is not available in store or online, you have the option to enter your e-mail address and we'll notify you if it comes back into stock.

What is my size?

To guide you and help you choose your size, we offer you two options:

Help with your size:receive a size recommendation based on your height, body type, etc. You will need to complete a short questionnaire that will take you less than a minute. You'll find it on each article!

Size guide:you'll see the measurements that correspond to each size so that you can measure yourself and choose the one that best matches your figure.

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What is my nearest store?

Access our store locator and find the closest GAIIA stores to your location. You can consult the opening hours, the collections on sale and their telephone number. We look forward to seeing you!

STORE LOCATOR