FAQ

FREQUENTLY ASKED QUESTIONS

CONTACT / MY ACCOUNT

How can I contact Gigita?

We love to hear from our customers. If you have a question or comment for us, please refer to our Contact Us section for more information.

Is my personal information kept private?

Please be assured that we consider all the information you share with us totally private and confidential. For details please read the Gigita Privacy Policy. At no point will we share, rent or sell your personal information without your consent. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. Please note that we do not keep your credit card details online and these details are therefore protected from any breach of security. Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user’s qualifications and to bill the user for products.

What can I do if an item doesn’t fit?

You will be able return your item as long as the item is in the same condition, unworn and all tags are attached within 14 days from the day of purchase. Please make sure you choose carefully with sale items as we do not refund sale items. If the item has been personalised we do not accept returns.

Do you have sizing guidelines?

Yes, we have a size guide where you can find information about recommended sizes. Please note that this is a guideline only, sizing differs from brand to brand and every child is unique.

Can you measure a certain item?

Unfortunately we are unable to do this. We realise it is sometimes difficult to pick the right size, please refer to size guide.

My item is faulty, I wish to send it back for a refund

We take great care in making sure our product is in the best possible condition before shipping. In the unfortunate case that you have received a faulty / damaged item, please contact our Customer Service department so that they can help you.

ARE ALL PRODUCTS AUTHENTIC?

Yes, we are an authorised retailer of all the designers we feature. They are sourced directly from the brands and we guarantee every item to be authentic. We have a close relationship with all the brands we sell.

CAN YOU GIVE ME MORE PRODUCT INFORMATION?

If you would like more information on any of our products, please contact us and we will be happy to assist you.

I have a voucher / discount code that does not work, what do I do

Please contact our Customer Service team so we can assist you.

The item I bought is now on sale, can you refund me

It is very difficult for us to know if and when something will go into sale. As a result we are unable to refund the difference if an item goes down in price after you have made a purchase.

Care of Wool Garments

Washing Wool

Always clean woollen items before storing. Wool is very delicate and will shrink if washed in temperatures over 30C -If there is a wool option on the washing machine that is best. -To eliminate the risk of shrinking wool items, do not twist, wring, or agitate it-if hand washing it should be swirled, then rinsed, and the water should be pressed out. -When using soaps or detergents, they should be as close to a neutral pH as possible.

To Dry

• Squeeze out and roll up in a dry towel to remove excess moisture. Do not dry on direct heat.
• Items that are not heavy can be line dried. Items that contain a lot of moisture, and are heavier, should always be dried on a flat surface.

ABOUT MY ORDER

Can I change my order?

Unfortunately we cannot change or add anything to your order after it has been placed. You will need to make a new order if you wish to purchase further items.

Can I cancel my order?

Unfortunately we cannot cancel your order, however our usual returns process is available.

Can I change my order delivery address? 

Please contact us as soon as possible. If your order has not been shipped we might be able to change the delivery address. However, this cannot be guaranteed.

How will I know that you have received my order? 

We will send you a confirmation by email as soon as your order has come through in our system. Please note that it may take up to one hour before you receive this email. This is due to the fact that the payment needs to be approved by your payment provider. As soon as your order has been shipped, you will receive a dispatch email with your track & trace number.

I have received the wrong item, what do I do? 

Please contact our customer service team so we can help you.

I have not received all of my items, what do I do? 

It could be that there is a second parcel on its way, especially with larger orders. However, contact our customer service so we can assist you with your query.

HELP WITH PLACING AN ORDER Please contact us via phone or email

Do you ship to my country?

We currently offer shipping within Australia and to selected international Countries please email us for more information.  

DELIVERY AND RETURNS

How is my order delivered, I live within Australia? 

Your order will be delivered with one of our third party couriers. Delivery time is around 2-7 business days depending on where you live.

 How do I return my item?

You will need to contact customer service to arrange a return. Customer Service will email you a return document & instructions.

Do you have free returns?

Free returns are available.

What are the terms & conditions for returning an item? 

Returns are accepted within 14 days from the date of purchase for full price items. Items received outside this period may not be accepted. You must contact customer service. Return items in box in which they were shipped, please affix return label on box. Contact us then to schedule a pick-up with the courier company. Items must be in original condition and must not have been worn, altered or washed. All tags and packaging must remain in place. We suggest that all items should be tried on as soon as they are received to ensure you are able to return items within our returns timeframe. For hygiene reasons swimwear must be tried on over underclothing and swimwear without the protective strip will not be accepted. Shoes must be tried on soft surfaces before they are worn generally. We cannot accept shoes returned with sole markings or scratches. The box must be returned with the shoes.

How long does it take for my return to be processed? 

After your parcel has arrived at our warehouse it could take 5-7 business days for our returns department to process and register your return. This is due to the fact that we have to check and register all returns manually. However, during busy periods, such as sale, it may take up to 20 days for your return to be processed.

How long will it take for my refund to be visible?

It could take up to 10 business days for refunds to be visible on credit cards. Please note that some banks do not show refunds until your next (monthly) statement. For more information, please contact your bank as they may still be holding on to the money.

Do you refund the shipping costs from my original order?

We offer free shipping for orders over a certain amount. However, if you have paid for shipping, we are unfortunately unable to refund these costs. Note: If you have a question that is not answered on our site you can email us at info@gigita.com.au