Refund policy

Returns, refunds and cancellations

We hope every GiGiLaBella order feels special from the moment it arrives. If something is not quite right, please contact us and we will guide you through the next steps with care.

Your right to change your mind

For eligible consumer orders delivered in the United Kingdom or European Union, you may tell us that you wish to cancel within 14 days of receiving your order, without giving a reason. Once you have notified us, you then have a further 14 days to send the eligible item back.

To qualify for a change-of-mind return, an item must be unopened, unused, with its original seal intact and in its original packaging. For health and hygiene reasons, cosmetics and personal-care products cannot be returned after their protective seal has been broken, unless they are faulty, damaged or not as described. Your statutory rights are not affected.

How to request a return

Email hello@gigilabella.com with your name, order number and the item or items you would like to return. Please wait for our return instructions before sending anything. Because orders may be fulfilled from different regional centres, the correct return address must be confirmed for your order. Items sent to our registered office, a manufacturer or another address without prior instructions may not be accepted.

For a change-of-mind return, you are responsible for the return postage. We recommend using a tracked service and retaining proof of postage. If an item is faulty, damaged or incorrect, we will cover the reasonable return or replacement arrangements.

Damaged, faulty or incorrect orders

Please inspect your order when it arrives. If anything is damaged, faulty or incorrect, contact us as soon as reasonably possible at hello@gigilabella.com. Including clear photographs of the item, its packaging and the delivery label will help us resolve the matter quickly. Depending on the circumstances, we will arrange a replacement, refund or another appropriate remedy. Nothing in this policy limits your rights under applicable consumer law.

Order cancellations

If you need to cancel or amend an order before dispatch, please contact us immediately. We will always try to help, but because each GiGiLaBella order enters a made-to-order fulfilment process, we cannot guarantee a cancellation once preparation or personalisation has begun. If the order has already been dispatched, the return rights above will apply.

Refunds

We will let you know when your return has been received and reviewed. Approved refunds are issued to the original payment method within 14 days of receiving the returned goods or satisfactory evidence that they have been sent back, whichever is earlier. We may withhold the refund until we have received the goods or evidence of return.

Where required by law, a full-order cancellation will include the original standard delivery charge. Any additional amount paid for an upgraded or express delivery service is not refundable beyond the cost of standard delivery. Your bank or card provider may need additional time to display the funds after we issue them.

We do not charge a restocking fee. We may make a lawful deduction if handling beyond what would reasonably be permitted in a shop has reduced an item's value. Gift cards are non-refundable except where required by law.

Exchanges

We do not currently process direct exchanges. The quickest option is to return the eligible item and place a new order once your return has been accepted.

Model cancellation form

You may use the wording below, although it is not compulsory:

To: JR Phoenix Ltd trading as GiGiLaBella, Suite A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom; hello@gigilabella.com

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods: [insert goods]. Ordered on/received on: [insert date]. Name: [insert name]. Address: [insert address]. Order number: [insert order number]. Date: [insert date].

Questions

For help with a return, refund or cancellation, please email hello@gigilabella.com.