Customer Care

At GIELLA, we care about you, our valued customers.

If you would like further information about the shopping process, about data security, or have any other questions, please contact us by email at wecare@giella.com, or call our toll-free number at 877-3GIELLA.

A customer care specialist will contact you within one (1) business day by email or phone.

Visit our Contact Us page for more information.

Ordering

GIELLA.com ensures that orders are processed real-time and utilize the world's most advanced, proprietary Secure Socket Layer (SSL) encryption technology and fraud prevention systems to guarantee that transactions are made safely and secure.

If you choose to order using GIELLA.com's shopping cart, you will submit your order through the e-commerce process. We accept American Express, Discover, MasterCard and Visa. After you have checked out and made your payment, you will receive a confirmation e-mail and we will ship your order within the time specified for each item.

When you complete your order, you will receive a confirmation e-mail. You can also track your order status and view order history by loggin into your account.

Orders by Phone

You may place your order by calling our toll-free number: 877-3GIELLA. Our customer care specialist will guide you through the process to complete your order by credit card on the phone.

Shipping

GIELLA.com color experts directly ship our custom blend products to you after an order is processed.

The United States Postal Service (www.usps.com) is GIELLA.com's preferred shipping agent for work shipped from and to the United States. The rates are as follows:

Please contact GIELLA.com with any questions you may have about our shipping policy by e-mail at shipping@giella.com, or using our toll-free number 877-3GIELLA. Please note your specific blend or request you wish to purchase and the related item number when you e-mail or call us.

Please note that we will not ship to Post Office Boxes or APO or FPO addresses.

Returns

GIELLA.com accepts returns on all items except those that are custom blends and/or made-to-order. Custom blends and made-to-order items are clearly indicated in their product descriptions.

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

The procedure for returning items is as follows:

• You will send a notification email to returns@giella.com within fourteen (14) calendar days of receipt of the item.
• We will instruct you to return the item to GIELLA, 63 Tec Street, Hicksville, NY 11801.
• Please send the items immediately after notifying us that you wish to return them. Each item should be carefully and securely re-packed with its original packing materials (boxes, foam peanuts, bubble wrap, etc).
• Once your return items are inspected and it is determined that the items are in their original condition, we will refund you. For credit card orders, refunds will be made to the credit card that you used to purchase the items. For return of any non custom blend or made-to-order items purchased by check, a GIELLA business check will be issued within seven (7) business days.

If the item returned is determined not to be in its original condition, you will not receive a refund and the item will be shipped back to you. We won't be able to refund your return shipping costs. However, we will cover return shipping costs if we have determined that you are returning defective items caused by our shipping agent or warehouse.

Note that it is not our policy to accept returns on work that is shipped outside of the United States or Canada. We may, however, in certain special circumstances, make exceptions to this policy. Please use our Contact Us form to make any inquiries in this regard.