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Returns & Exchanges

Returns & Exchanges

Return Policy

 - At Gien, we take great attention in the quality and craftsmanship of our products. If within 15 days of receipt, you are not gladly satisfied with your purchase for any reason, please   let us know so we can process your return.

 - Please note that Gien USA e-boutique only accepts returns or exchanges for items purchased through www.gien.com/us. As well, Items purchased through www.gien.com/us        cannot be returned or exchanged at Gien retail partners.

 - Please note that all items must be returned unused, in their original condition (packaging and labelling included). We will not accept return products which might have been used, modified, washed or damaged.

 - Final sale items and personalized items are not eligible for returns or exchanges.

 

How to return an item?

1. To return an item, first please contact our customer service team within 15 days of your receipt via phone at 1-855-430-4436 (from 9am to 5pm EST Monday through Friday) or email us at wecare@gien.com.To expedite the return process, please have your order number ready, as well as the name and reference number of the product(s) you wish to return.


2. Please return items within their original packaging, within a protective cardbox outer box and ensure that product(s) are packed well to prevent breakage. Gien America is not responsible for items damaged or lost in transit.


3. Ship your return package using your preferred trackable and insured shipping method, and keep record of tracking and carrier information. Additionally, we cannot provide credit for packages lost during return shipment if proof of delivery is unavailable. Gien America is not responsible for the cost of return shipping.


4. Returns are processed in the order in which they are received and credits may take up to 10 business days to appear on your account.

 

Refund

Refunds will be issued to the purchaser's credit card or debit card within 30 days of return receipt. We will issue a refund for the full price of any product properly returned in accordance with the terms of this return policy, excluding the original delivery charges and the costs of returning the product to us.

Please note that credits may take up to 10 business days, depending on the bank processing time.

 

Exchange

To arrange an exchange, please contact our customer service at 1-855-430-4436 or by email at wecare@gien.com. All exchanges should be requested within 15 days of your receipt. Customer is responsible for the return shipping cost.

Exchanges are processed initially as a return and the credit card used for the original purchase will be refunded. Then we will place a new order for the exchanged items and charge the method of payment you will provide.

 

Gift returns

To arrange a gift return, please contact our customer service at 1-855-430-4436 or by email at wecare@gien.com with your order number. All gift returns should be requested within 15 days of your receipt. Store credit of equal value will be issued. Customer is responsible for the return shipping cost.

 

Damage, Defective or Mis-Shipped Items

All items are quality controlled and carefully inspected before shipping to our customers. Should you receive an item that is not in perfect condition, please contact us immediately at wecare@gien.com or 1-855-430-4436.

To ensure your refund or replacement is processed as quickly as possible, please have your order number ready, as well as the name and reference number of the product(s) you wish to return. For defective items, refund will include original shipping costs.

Items should be returned in their original packaging to ensure they are adequately protected in transit. We also strongly advise to use a secure, trackable means to return your order to us and that you keep a proof of sending.

 

Questions about Returns & Exchanges?

If you have any questions, please contact our customer care at 1-855-430-4436 or wecare@gien.com