Returns & Refunds
Effective Date: 1 January, 2025
We want you to love every GIAVA piece. If something isn’t right, we make it straightforward to return or exchange. Our returns policy meets and exceeds the minimum requirements set out in the Consumer Contracts Regulations 2013.
30 days return window
You have 30 days from the date of delivery to return any item for a full refund or exchange, provided items meet our eligibility criteria below.
Intellectual Property
To be eligible for a return, items must:
be returned within 30 days of the delivery date.
be unworn, unwashed, and in their original condition.
have all original tags attached.
be returned in their original packaging, or an appropriate alternative.
The following items are non-returnable:
items that have been worn, washed, or altered.
items marked as final sale at the time of purchase.
personalised or custom-order items (where applicable).
gift cards.
We reserve the right to refuse a return if items show signs of wear or do not meet our eligibility criteria. Items that fail inspection will be returned to you at your cost.
how to return
1. Initiate your return — email returns@giava.com with your order number and reason for return. We will respond within 1–2 business days with a returns authorisation and instructions.
2. Pack your items — securely pack the item(s) in original packaging (or a suitable alternative). Include your order number inside the parcel.
3. Ship your return — return postage is the customer’s responsibility unless the item is faulty or incorrectly sent. We recommend a tracked service; we cannot accept responsibility for parcels lost in transit.
4. Confirmation — once we receive and inspect your return, we will email confirmation and process your refund or exchange within 5 business days.
refund
Once your return is received and approved:
Refunds are issued to your original payment method within 5–10 business days of approval.
Original shipping costs are non-refundable unless the return is due to a fault or error on our part.
For card payments, your bank may take additional time to post the refund to your account.
If you paid using a gift card, the refund will be issued as store credit.
If you have not received your refund within 10 business days of our confirmation, please contact returns@giava.com.
exchanges
We offer exchanges for a different size or colour of the same item, subject to availability. To request an exchange, follow the returns process and specify your preferred replacement in your return request email.
If your requested replacement is out of stock, we will notify you and issue a full refund. Exchanges are dispatched once the returned item has been received and inspected.
faulty or incorrect items
If you receive an item that is faulty, damaged, or not what you ordered, please contact us within 14 days of delivery at returns@giava.com, including:
your order number.
a description of the issue.
clear photographs of the fault or incorrect item.
For faulty or incorrect items we will cover return postage costs and offer your choice of a full refund, replacement, or exchange. This does not affect your statutory rights under the Consumer Rights Act 2015.
Contact Us
Email:
Response time: 1–2 business days
Please include your order number in all correspondence.