Return policy and product warranty
Conditions for making a return
Did you receive your order and a garment doesn't fit you properly? Don't worry, here you have all the information to make the return, but there are several conditions that the product must meet:
- Must not be used.
- It must not have suffered any type of damage.
- We also do not accept the return of panties for hygienic reasons.
- It must have its label and the packaging must be the same box in which we sent it to you or a similar format.
- Accessories cannot be returned (adhesive fasteners, socks, earrings...).
- The bikinis can be returned as the bottom comes with a hygienic protector.
- Products containing a gift box must also be returned in the event of a product return.
- Bra and panty packs are non-returnable for hygiene reasons.
- Indoor bodysuits cannot be returned for hygiene reasons.
- You have 48 hours to notify us if you have received a defective or incorrect product.
- Each order is entitled to only one return or exchange. Products shipped as a result of an exchange (new shipment resulting from the original order) cannot be returned or exchanged a second time.
How can I make a return or exchange of size or color?
- Orders placed within the Peninsula, Portugal and Balearic Islands:
You can make your return here, or if you have an account log in to your profile, access your account and in the orders section, find your order, click on return, and select the item/s you want to exchange or return. You can choose to deliver your return in a delivery point enabled for this purpose or that the transport agency goes to your address to pick it up.
- Orders placed in the Canary Islands and international shipments:
No returns, size or color changes will be possible.
- Store returns:
Currently we only have one physical store and it is in Malaga. If you want to return an order and you are in Malaga, you can go to our store in C/Nueva nº9.
The process is very simple, you just have to go to our store with the products you want to return and the purchase receipt. They will process the return (you do not need to process it through the web) and will inform you of the refund process. In case you want to change the size, you will have to make a new purchase.
Exchanges and/or returns can only be made through the procedures described above, through the parcel and transport company we work with. In case of not managing the return following the established procedure, the customer will be solely responsible for any additional costs that such return may generate.
How can I make a return?
If you placed your order by logging in, you must access your account and in the section orders and returns, find your order, click on view order and choose the item/s you want to return. You can choose to deliver your return at a post office or have the courier company come to your address to pick it up.
We will send you an email with the return information and an attached sticker that you must print and paste on your package. Once you receive this email, you have up to 5 days to return your order. After that time, the sticker will not be valid and you will not be able to return the order.
How long does it take to return or exchange a size?
You have up to 15 days to make your return, counting from the day the carrier made the delivery. Once you receive the email with the return information and the attached sticker, you have up to 5 days to deliver your return. After that time, the sticker will not be valid and you will not be able to return the order.
How will I receive my refund?
Depending on the payment method you used, we will reimburse you as follows:
- Card: you will receive a credit to the account associated with your card, which you will be able to check on your card statement.
- Paypal: You will receive a credit to your PayPal account.
- Cash on delivery: we will make a transfer to your bank account. During the return process we will ask you for some bank details (IBAN/BIC). In case of placing your order as a guest you must indicate in the email info@gisela.com your bank account number in order to make the transfer corresponding to the return.
When will I receive my refund?
Once we receive the return and check that everything is correct, we send an email with the confirmation of arrival and within 4 to 8 days, you will receive the refund of the corresponding amount through the same payment method you used to make your purchase.
Please note that the refund may take several days to appear in your transactions, as it depends on your bank and not on gisela.com.
Order cancellation
www.gisela.com accepts order cancellations by phone or email. You can also make a cancellation by accessing the "my account" section and proceeding to the refund.