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.
- Los bodies no se pueden devolver por temas de higiene.
- 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:
Puedes realizar tu devolución aquí, Selecciona el/los artículo/s que quieras cambiar o devolver. Puedes elegir entregar tu devolución en una oficina de correos o, si lo prefieres, puedes elegir que la agencia de transportes pase por tu dirección a recogerla.
- Orders placed in the Canary Islands and international shipments:
Puedes realizar tu devolución aquí. Selecciona el/los artículos que deseas cambiar o devolver. La gestión y el coste de la misma será asumida por el cliente.
- 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.
El proceso es muy sencillo, solo tienes que acudir a nuestra tienda con los productos que deseas devolver y el el número de pedido. Allí mismo te tramitarán la devolución, (no hace falta que la tramites por la web) y te informarán del proceso de reembolso. En el caso de que desees un cambio de talla, tendrás que realizar una nueva compra.
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 long does it take to return or exchange a size?
Tienes hasta 15 días para hacer tu devolución, contando desde el día en que la empresa de transportes realizó la entrega.
¿Cúal es el coste de la devolución?
Dependiendo de la opción que elijas, tendrá un coste diferente:
Cambios:
- Los cambios son gratuitos en España (Península y Baleares) y Portugal.
Devoluciones:
- Recogida a domicilio: 3,95€ para España y Portugal y 6,95€ para Baleares.
- Entrega en oficina de Correos: 2,95€ para España y Portugal y 6,95€ para Baleares.
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.
