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FAQs

EXCHANGES & RETURNS

I want to return my item(s)

You want to return your items because:

  • It’s defective
  • It’s not the right size
  • I don’t like the color
  • I don’t like the item
  • Or Other

First you will have to complete this form:

In Portuguese: https://bw-group.typeform.com/to/zFvmQ3

In Spanish: https://bw-group.typeform.com/to/PFMvay

In French: https://bw-group.typeform.com/to/zFvmQ3

In English: https://bw-group.typeform.com/to/HrrHxR

In the form, it will be asked some important information to assure that the return procedure is well done.

The products must be in their original conditions, not appearing to be used and must contain all the labels. We do not return products that have signs of being used, do not have labels and without invoice.

The exchange or return procedure must be done according to the following steps:

  1. You will have to put the products and the invoice inside the original packaging. In case you do not have the original packaging or it’s damaged, you may use a different packaging. Nevertheless, we do not assume possible damages during the transport.
  2. For Europe, rest of the world and islands (except continental Portugal and Spain), we do not do exchanges, we only return money.

Note: If you decide to send us an item back, weather you are exchanging or returning, without first contacting us we will be responsible for all fees, damages or possible loses.

 

Can I return more than one order or items from different orders in one go?

Yes, you can! Just make sure that when you email us at info@giannikavanagh.com or reach out to us through our social media platforms (below) you state that you will be returning from different orders. Also, don’t forget to place the invoice from each order inside the package.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

What will cost to do an exchange?

For continental Portugal and Spain the exchanges are 100% free of charge.

For Islands, Europe and Rest of the World we only return money.

After completing the form (see bellow), we will explain in detail by email all the exchange steps. Nevertheless, if you have any doubt please contact us through the email info@giannikavanagh.com or through our social media (see bellow) for more information.

If you decide to send back to us a product, for exchange or return, without previously getting in touch with us, you will be 100% responsible for all costs and possible damages or losses.

In Portuguese: https://bw-group.typeform.com/to/zFvmQ3

In Spanish: https://bw-group.typeform.com/to/PFMvay

In French: https://bw-group.typeform.com/to/zFvmQ3

In English: https://bw-group.typeform.com/to/HrrHxR

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

Can I order two different sizes to try out which one is the best fit?

You may do this, but the return charges will be applied for the size you decide to return. We advise you to first order the size you think will most likely fit you. If that size doesn’t fit than go ahead a request an exchange.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

What's the cost to make a return?

If you wish to return a product, we will refund the product value, nevertheless the shipping cost will not be refunded.

If you have any questions, please contact us through email info@giannikavanagh.com or through our social media (see bellow).

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

How long do I have to exchange or return my items?

You have 15 days starting from the date stated on your invoice.

 

How can I check the status of my exchange or return?

If you have any questions or doubts regarding you exchange or delivery please contact us by email (info@giannikavanagh.com) or through our social media platforms (below) stating your order number.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

I have not yet received my refund

Refunds can take up to 30 days. We can only refund you once the item(s) have arrived at our storage facility and their condition has been verified. If you have not received a refund within 30 days please contact us immediately by email (info@giannikavanagh.com) or through our social media platforms (below) and let us know.

Note: As soon as we receive your package at our facilities we will send you an email. You must reply to that email in order for us to go ahead with the refund or exchange.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

I got a defective item

If you receive a defective item send us an email at info@giannikavanagh.com or contact us through social media (below) with pictures of the items and of your invoice. We will contact the brand and let them know. As soon as they evaluate the condition of the items received and approve that indeed has been sent with a defect, we will ship out a new item to you within 15 days at no extra cost to you.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

MY ORDER

I want to cancel an order or an item

Did you order the wrong item or change your mind?

  1. Within the first 2 hours you may cancel or exchange the items within your order. Please send us an email (info@giannikavanagh.com) or contact us through our social media platforms (below) stating what you wish to do.
  2. After that, but within 24h, you can cancel the order at no cost to you. If you wish to make changes to the items we will cancel your initial order and you may place another one.
  3. After 24h hours we can no longer cancel your order. Once you receive it you may exchange it or return it.
  4. If you realize that your address is wrong, please send us an email or contact us through social media as soon as possible.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

Can I change my order once I have placed it?

You wish to change:

  • Your address
  • The items or the amount ordered
  • The shipping information
  • The billing information
  • Or Other

Yes, you may do so within 2 hours. Please email us at info@giannikavanagh.com or contact us through our social media platforms (below) requesting to do so.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

I did not receive a confirmation email after placing my order

Please verify that the email did not get lost in your junk mail or spam folder. Also, if you have an account please login and make sure that you entered the correct email address.

If you have gone through the steps above and neither one applies to you, please send us an email at info@giannikavanagh.com or reach out to us through our social media platforms (below).

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

How can I place an order?

  1. Choose the items that you wish to purchase as well as the size in which you’d like to receive them and add them to your bag
  2. Once you have selected all the items go ahead and click on the bag icon at the top of the page in order to proceed to checkout
  3. Write down your shipping information (name and full address). In this step, you can also enter any promotional code, voucher code or gift card code that you may have
  4. Select your desired shipping method
  5. Select your method of payment. We accept the following methods of payment:
  • iDeal
  • Credit Card
  • PayPal
  • Bank Transfer (this method is not available on the online store; you must email us at info@giannikavanagh.com or reach out to us through social media (below) requesting this method of payment)
  1. Click in ‘Finalize order’

 

Once your order is placed you will see a thank you message confirming your purchase. You will also receive an email confirmation. Once the package has left our storage facility, you will receive a second email letting you know. If you wish, please reply to this email requesting the tracking number associated to your parcel.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

How can I request an invoice?

Do you wish to get the invoice for you last purchase? It’s easy!

You can send us an email at info@giannikavanagh.com or contact us through our social media pages (below) requesting the invoice. However, you will receive an invoice inside the package with every order you place.

If you wish to receive a gift receipt you can also contact us and we will send it to you.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

The products that I like are sold out.

In case you wish to order a size out of stock, you have two options:

  1. Please contact us by email (info@giannikavanagh.com) or through our social media (see below). You may request that the products that you want are held in reserve for you, as soon as they are back in stock. Please send pictures of the products that you want to reserve and respective size. Send us also your phone number, address, and email. As soon as the products are available for you, we will contact you.
  2. Please choose the size that you want in the online store and complete your email and contact in the app. As soon as the requested size is back in stock, you will receive a warning by email or message.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

I want to place an order on the phone

To place orders on weekdays, you may call us between 9am and 7pm (GMT: October-March or GMT+1: March to October time zone) and use our social media platforms from 7pm to 12am (GMT: October-March or GMT+1: March to October time zone).

On weekends, you may also place orders using social media from 10am to 8pm (GMT: October-March or GMT+1: March to October time zone).

 

How can I delete an item from my shopping bag?

Next to each item you will see an X. You can click on the X in order to delete the item from your shopping bag.

You also have the option to change the amount of each item being purchased.

 

What is the TAX Payer Number at checkout?

This number is a personal number assigned to each individual, mostly in countries belonging to the European Union. This number is used for tax purposes and may not be required in your country of origin or even exist.

 

What if I want to use my companys payment information but have it sent to my home?

That is no problem!

  1. In the shipping section write down your home address
  2. Next you will have a button that gives you the option to write down a different billing address
  3. After clicking on that option, a billing section will pop up where you can write down your company’s address

The reverse is also possible if you wish to have your package sent to your company but billed to you.

 

SHIPPING AND DELIVERY

How much are the shipping costs?

Balearic Islands, Germany, Austria, Belgium, Netherlands, France, Ireland, England, Italy, Luxembourg, Monaco, Denmark, Finland, Greece and Sweden

UPS - For express shipping in 48h on orders under 150 Euros: 10 Euros per shipment

UPS - For express shipping in 48h on orders over 150 Euros: 20 Euros per shipment

 

Croatia, Hungary, Poland, the Czech Republic, Slovakia, Slovenia, Bulgaria, Cyprus, Estonia, Latvia, Lithuania, Malta and Romania

UPS - For express shipping in 24h on orders under 150 Euros: 15 Euros per shipment

UPS - For express shipping in 24h on orders over 150 Euros: 25 Euros per shipment

 

Andorra, Gibraltar, Melilla, the Canary Islands and the rest of the world

UPS - For express shipping in 48h on orders under 150 Euros: 15 Euros per shipment

UPS - For express shipping in 48h on orders over 150 Euros: 30 Euros per shipment

 

Continental Portugal

MRW - For express shipping in 24h on orders under 50 Euros: 5 Euros per shipment

MRW - For express shipping in 24h on orders over 50 Euros: Free shipment

 

Continental Spain

MRW - For express shipping in 24h on orders under 50 Euros: 5 Euros per shipment

MRW - For express shipping in 24h on orders over 50 Euros: Free shipment

 

Madeira and Azores

CHRONOPOST  - Delivered in 5-7 business days: Up to 150 Euros: 10 Euros per shipment

CHRONOPOST  - Delivered in 5-7 business days: Over 150 Euros: 25 Euros per shipment

 

How can I track my order?

Once your order is shipped we will send you a confirmation email. You can reply to that email requesting your order’s tracking number. You can then use the number to track your order by entering it on the shipping company’s website (below).

If anything happens to your parcel during shipment, we will immediately reach out to you.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

How long does it take to receive my order?

France, Germany, Austria, Belgium, Netherlands, Latvia, Luxembourg, United Kingdom, Northern Ireland, Poland, Czech Republic, Italy, Denmark, Sweden, Finland, Croatia, Slovenia, Slovakia, Greece, Romania, Lithuania, Estonia, Hungary, Madeira, Azores, Balearic Islands, Canary Islands, Melilla, Andorra, Malta, Bulgaria, Gibraltar, Ceuta, Switzerland and rest of the world: Carrier UPS - Delivery Time: 48 hours

Continental Portugal: Carrier MRW - Delivery Time: 24 hours

Madeira and Azores: Carrier Chronopost - Delivery time: 5 - 7 business days

Continental Spain: Carrier MRW - Delivery Time: 24 hours

Note: Delivery times may change according to external factors such as holidays, weekends, festive dates, time zones and country laws (customs). If a delivery is attempted but no one is at the address, that can also delay the delivery.

 

What if my parcel does not arrive within the time stipulated?

Please send us an email at info@giannikavanagh.com or contact us through our social media platforms (below) so we can proceed to check out the reason for the delay. If the delay was not caused by external factors such as holidays, weekends, festive dates, time zones or country laws (customs), we will refund you the shipping costs.

Shipping countrys permanent holidays: January 1st (New Year); April 25th (Liberty Day); May 1st (Worker’s Day); May 30th (Religious Holiday); June 10th (Nacional Day); August 15th (Religious Holiday); October 5th (Republic Day); November 1st (Religious Holiday); December 1st (Religious Holiday); December 8th (Religious Holiday); December 25th (Christmas).

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

I want to change the delivery address before my package has left storage

You can change your address by sending us an email (info@giannikavanagh.com) or by contacting us through our social media platforms (below) within 2 hours of placing your order.

Note: You CANNOT write down the address of a pickup location on your order. If you wish to receive your order at a pickup location, please email us or reach out to us on social media and ask for your tracking number. You must than contact the shipping company requesting to do so as soon as possible.

 

I want to change the delivery address after my package has left storage

Did you place an order with an address but while it was being delivered you saw the need to change it? That is no problem!

Once 2 hours have gone by you will first need to request the tracking number. Once you have the tracking number you can either email us at info@giannikavanagh.com or reach out to us through our social media platforms (below) and we will get a hold of the shipping company for you or you can directly contact the shipping company and request that they change the delivery address.

However, if this is the case you will be responsible for the extra shipping costs. These shipping fees will be the same as the initial shipping fees applied.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

I will not be at home on the day of my delivery

If you wish to, you can receive your order at a pickup location. For that, you must email us at info@giannikavanagh.com or contact us through our social media platforms (below) requesting your tracking number. You can than contact the shipping company and request to pick up your parcel at a pickup location. Bear in mind that if you don’t request this within 24 hours or you are not home when the company attempts to deliver your package, there will be a delay in delivery.

As an alternative you can also contact us and request a new day for delivery.

 

Can someone else receive my package for me?

Yes, no problem!

Just keep in mind that this person will have to sign a document stating that he or she received the order. The person receiving the package will have to show their ID to the delivery man as well.

 

I received my package in poor conditions

If you received a package in poor conditions, please go through the following steps:

  1. Take pictures of your package immediately upon arrival
  2. Contact the shipping company and file a complaint

Please send us an email info@giannikavanagh.com or reach out to us through our social media platforms (below) and we will try to understand the reason. However, we take pictures to all packages before leaving our facilities. As soon as the package leaves our facilities, it no longer is our responsibility to keep it in good condition. The shipping company becomes responsible for delivering it in proper conditions.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

PAYMENT

What are the payment methods available?

We accept the following methods of payment:

  • iDeal
  • Credit Card
  • PayPal
  • Bank transfer (please email us at info@giannikavanagh.com or reach out to us through social media (below) requesting to use this payment method; this method is not available on the online store)

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

How can I pay using the bank transfer method?

You have to please send us an email at info@giannikavanagh.com or contact us through our social media platforms (below) and we will send you our bank details required for you to complete the transfer. You have 24 hours to do so.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

Are your methods of payment safe?

Gianni Kavanagh uses one of the most secure online order placing systems available and is constantly improving its software in order to offer its members the greatest possible safety. We have an important responsibility and commitment regarding the safety of our website and the protection of our customers’ data. Therefore, we use a server certificate - also known as a digital certificate - that secures our identity as well as an encryption of Secure Sockets Layer (SSL) data transmission. See our Privacy Policy.

 

GIFTCARDS AND DISCOUNT CODES

How does a gift card work?

The main intent of a gift card is to offer someone else money to spend on our online store. The gift card can be personalized with a message if you wish. A gift card comes with a code that contains a specific money value. You can use your gift card as many times as you wish, at checkout, until you use up its value.

 

I received a gift card. How can I use it?

  1. Once you have added all your items to your shopping bag proceed to checkout
  2. At checkout you will be required to enter the gift card’s code
  3. You have 6 months to use your gift card.
  4. You cannot use both a gift card and a discount code in the same purchase.

Note: The gift card code must be written exactly as is. It is uppercase and lowercase sensitive. Spacing must also be obeyed

 

Where can I purchase a gift card?

If you wish to purchase a gift card, either for yourself or as a gift to someone else, please email us at info@giannikavanagh.com or reach out to us on our social media platforms (below). We will than send you a link for you to make the payment using PayPal or a credit card.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

What is a discount code?

A discount code is a code that will offer you a percentage off your purchase. You can only use each discount code once.

 

How can I use a discount code?

  1. Once you have added all your items to your shopping bag proceed to checkout
  2. At checkout you will be required to enter your discount code
  3. You cannot use both a gift card and a discount code in the same purchase.

Note: The discount code must be written exactly as is. It is uppercase and lowercase sensitive. Spacing must also be obeyed.

 

My gift card or discount code doesnt work

You can only use you discount code once.

Your gift card can only be used while it still has money in it.

Also, keep in mind that gift cards are only valid for 6 months.

If neither one of these is the situation you find yourself in but still cannot use you code or gift card please email us at info@giannikavanagh.com or contact us thorough social media platforms (below).

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

CUSTOMER ACCOUNT

How can I change my personal information?

  1. Login to your account
  2. Go to ‘My Account’

You can change your personal information except for email address and password. If you wish to change this, you can delete your current account and create a new one.

 

I want to set up an account. How do I do it?

  1. Click on the profile icon
  2. Click in create account and follow the steps

You have the option to create an account using Facebook or you can create your account by entering your information manually.

 

I wish to delete my account. How can I do it?

If you wish to delete your account, please email us at info@giannikavanagh.com or reach out to us on our social media platforms (below).

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

 

I forgot my password. How can I retrieve it?

  1. Go to login and click on ‘Forgot my password’
  2. Write down your email and submit
  3. You will receive an email to reset your password
  4. Click the button ‘Reset your password’ on our email
  5. You will be redirected to a page and asked to rewrite your desired password

 

How do I log in to my account?

It’s simple! Just click on the profile icon and enter your credentials.

 

NEWSLETTERS

What is the Gianni Kavanagh newsletter?

Our newsletter is a weekly email that contains exclusive offers, discount codes, information about new products and information about products low in stock.

 

I am not receiving your newsletters. What can I do?

Send us an email at info@giannikavanagh.com or reach out to us through our social media (below) and let us know.

Call us (9:00am – 7:00pm): +351936599595; Facebook: www.facebook.com/giannikavanagh; Instagram: @giannikavanagh; WhatsApp (9:00am - 8:00pm): +351936599595

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