Please find the customer support FAQ for the Giaro High Heels brandstore below.
Is your question not listed? Contact us at [email protected] or use the contact form to the right. We are available at business hours at Western European Time (Amsterdam).
1 Payment
1.1 Creditcard payments: why do you get a validation email?
Some creditcards do not have the 3D security feature that is required for European payments. Most of the USA and some German creditcards do not have this feature yet. Your creditcard provider will ask for a confirmation for the payment instead. Please answer this email and confirm the payment. You may also choose a different payment option like paypal or bank transfer.
2 Ordering
2.1 Sizing for Giaro High Heels
Giaro uses the European (Italian) shoe sizing system. If you are used to buying shoes in Europe the sizes are the same as you are used to wear (some exceptions in France).
Some shoe models have a slightly different sizing than the generic shoe size or may have different calf sizes. We always mention difference in sizing on the product pages and in the size table per model.
If you are not sure about your shoe size in European sizes or for a specific model, please contact us and send us your measurements. See measuring your sizes.
If you need to convert you US, UK or other shoe size to European, please use our size table
2.2 Can Giaro High Heels be customized for my feet?
Sorry. It is not possible to order customized versions of our heels.
2.3 Fraud detection email from your creditcard company?
For customers from the US: you might receive a "fraud detection" notice from your credit card issuer after ordering in our store. This is a standard notice if your creditcard does not yet have "3D Secure" protection for transactions outside the USA. You will have to confirm your payment to us with the credit card issuer before we can process your order and receive your payment.
3 Shipping
3.1 When do you ship?
We ship during business hours, monday to friday, from our warehouse in the Netherlands. Order placed will normally be shipped the next business day.
3.2 Where do you ship and what are the costs?
Products are shipped within the EU by DHL or DPD, please see the shipping cost overview. Shipping costs are automatically calculated at check out based on country and postal code.
Please note: for destinations outside EU we deduct 21% VAT from the order. Customs and handling fees may be applied by local customs. We are not responsible for any additional fees after the transaction in our webstore is made and we can not refund any custom fees in case
If your country is not listed in the shipping overview, please contact us first before ordering.
3.3 Can you ship to a pickup point?
It is not possible yet to deliver to pickup points for GLS, DHL or DPD. It is possible to change the shipping location of our GLS and DHL shipments to a pickup point when you receive the track-and-trace code.
3.4 How do you pack the high heels
Shoes are packed in a plain brown carton box without any marking except for the sender "FashionHub". There is no mention of the content on the shipping box.
Some shoes may be send in a plastic sack containing the shoe box. Also this package is without mentioning the content or name of webshop.
4 Returns
4.1 How long does it take to process my return shipment?
After receiving your returned product, our warehouse will check the returned goods. After this check the exchange for another size or model will be shipped or refund will be made. This is normally within 7 business days after receipt of your return in our warehouse.
4.2 How do I return a product?
Products that were bought from stock can always be returned within 14 days according to European regulations. Return and exchange for a different size or colour is always possible when this model is still in stock. For EU customers one exchange is free.
If exchange is not possible, your money will be refunded, INCLUDING shipping costs for all EU customers, using the payment method that was used to buy the product. Please note that we can not refund shipping costs for customers outside of the EU.
PLEASE NOTE: always contact us first before returning products to get a RMA number and instructions. Return shipments without RMA number will not be processed and will be lost. Please use the form to contact us or send an email to [email protected]
4.3 Do you provide a return labels or pay return costs?
The shipping costs for returns are to be paid by the customer. The shipping costs for return shipments may vary per country and destination. All our products are to be returned to our warehouse in the Netherlands. We do not provide return labels.
Please make a return request to receive a RMA number and the shipping address before you return any products. Product without RMA can not be exchanged or refunded. Only products that are not used and do not show any sign of wear or damage can be returned.
To return a product you can either send us a message stating at least your order number using the contact form or request a return when you are logged in to our web store.
Return the products within 14 days to us. For returns that are being shipped later we may have to charge a restocking fee.
Please note: for customers outside EU/Europe we do not refund the shipping costs for sending the product to you initially.
5 Privacy
5.1 Right to be forgotten
You can make a request regarding the GDRP legislation to [email protected] Please provide ample identification to get insight in stored personal information or to have your personal information removed from our system if this may be present.
