handmade with ❤︎ in Spain free shipping

Hey Giulia, help me out

Hope you find answers to your questions below but if talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

Ordering

What size should I buy?

Choose your size when ordering your Giulia shoes.

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund.

Shipping

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

How much will the shipping cost?

Free shipping in the United States for all your orders.

Unfortunatly we do not offer Express shipping yet but we are striving to make this delivery option available as soon as possible.

Do you ship overseas?

We only ship in the United States and Canada. For European or other regions orders, please order on our EU website.

How long does it take to receive my order?

Orders are usually delivered in 5 to 10 business days from delivery date. Please be patient as we continuously strive to reduce delivery time.

Unfortunately we do not offer Express shipping yet but we are striving to make this delivery option available as soon as possible.

Do I have to pay clearance?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due with.

How can I track my parcel?

As soon as your order is packed, we'll send you a shipment confirmation email with the delivery informations. Our delivery partner will notify you (by email or text message) to help you track your order. Depending on when & where you ordered, tracking informations can be delayed.

Which delivery couriers do you use?

We use Bpost to send all of our orders.

Depending on where you are located and the type of shipping method you choose, we use Bpost, DPD, GLS or DHL.

We reserve the right to use discretion in circumstances where it makes more sense to use an alternative delivery method.

What If I'm not home when it's delivered?

DPD/DHL/Bpost will email you on the day of delivery. Should you be unavailable to sign for the parcel you can select, depending on your location, from a number of options including, collection from depot, leave in a safe place, deliver with a neighbor.  If they attempt delivery and you are not available, they will leave a note detailing how to proceed with regard to re-delivery or collection. They will usually re-attempt delivery up to 3 times before returning your parcel to us.

How do I know if my order was dispatched?

You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.

You did not receive your parcel?

If we are unable to deliver your package, according to your chosen delivery option, it will automatically be returned to Giulia. We'll keep in touch with you to organize a new delivery.

You can also always contact our support team at hello@giulia-pumps.com if you have any other questions.

Returns & Exchanges

What if I want to return a product?

If you are not fully happy with the goods you have received, you can return them to us within 30 days of receipt, providing they are in original resalable condition.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging.

Returns without exchanges are at your own expense (up to 10$) and deducted from your refund.

We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition.

Ensure your return is well packed, and meets all the conditions outlined at the bottom of this page. Packages returned to us via USPS can take up to 5 working days to reach our return warehouse so please be patient.

Returns terms and guidelines

- All returned items must be unworn, unwashed, complete with original tags and/or packaging if applicable. 

- All Items must be in original, resalable condition. 

- Please make sure all returned items are well packed, so as not to be damaged in the post. 

- We cannot take responsibility for items damaged or lost in the return transit.

- Giulia is NOT responsible for any return custom charges made. 

- Please refer to our Terms and Conditions for further information on returns.

What is the return process?

Pack your items in the original bag & box (we try to keep waste to a minimum).

Contact us at hello@giulia-pumps.com or via our contact form to request a return process for your Giulia's.

We will send you a return label and a packing slip to attach to your return parcel.

Responsibility for the returns is yours until the parcel reaches us. Please remember to ask a proof of postage when dropping off the package.

We make everything we can to proceed the refund as fast as we can. However, the refund delay defers according to the payment method you used.

What is the cost of return ?

If the product received is defective, or if you receive an incorrect item the cost of the return is taken by Easy Clothes and not the customer. 

Price of return: The RETURN shipping costs are borne by the customer when no exchange is requested and amounts to the cost of return (up to $10 USD).

Meaning that when our Customer Service Team will process the return, you will get refunded by the amount of the product or order you return minus up to $10 USD.

How long will it be before I get a refund?

We aim to process returns within 5 working days after receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

Can I ask for an exchange?

Of course! Exchanges are free of charge, and no return costs are applied to exchange requests.

Please mention which size or color you would like to exchange for when contacting us through our contact form.

The exchange will be processed as soon as your returned parcel arrives at our return warehouse, subject to the availability of the requested products.

We recommend checking the availability of the desired product before requesting an exchange to ensure a swift processing of your request.

Can you confirm you've received my return?

You will be notified by email once the return is complete.

We suggest you keep a note of the shipping reference given when you send the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

Should you have any queries about your return, please feel free to contact our Customer Services team.

Payments

Our secure payment System

To ensure the security of your bank datas, we work with partners we trust (Shopify, Stripe or PayPal). This means that your card details are processed with a very high level of security. To make card purchases with us as secure as possible all information is sent in encrypted form using SSL (Secure Sockets Layer). Meaning that the information is passed through a secure connection and that your card details cannot be read by external parties.

What payment method do you accept?

You can use any of the cards listed below to pay for your order:

·  Maestro

·  MasterCard

·  Visa

·  American Express

·  PayPal

·  Apple Pay

·  Google Pay

·  Shop Pay

·  Bancontact

·  Ideal

When will I be charged for my order?

The full cost of the order will be charged as soon as it is placed.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each payment.

Product care

How do I clean my shoes?

Cleaning your shoes regularly gives them a longer life, so remember to wipe off mud, dust and dirt after wearing them. For faux suede you can remove dry dirt with a special suede rubber that brushes the surface gently. For other materials, please use a slightly wet piece of fabric & clean the shoes.

How do I keep my shoes in good condition?

Use shoe trees after you’ve worn the shoes and when you store them. It helps to keep their shape and also to dry them out. Just make sure the shoe trees are the correct size and use a shoe horn when putting your shoes on so the back isn’t crushed.

Wet shoes should be dried slowly in a natural, warm environment. Avoid heat (no hair dryers, fan heaters or radiators) because it will dry out and weaken the leather which can lead to cracking. Simply fill them with newspaper to help pull out the moisture. Before the shoes have dried completely you can tuck in shoe trees to make sure they return to their proper shape.

Remember to give them some love with shoe polish or spray (depending on the type of material) once they are dry.

Can I waterproof my shoes?

Giulia's Pumps, Boots, and bags are made from synthetic leather, consequently, they don't need to be waterproofed.

Leather or suede loafers (mocks) need to be treated before use so they are better protected against dirt and rainy days. A water-repellent spray is the best choice for suede and dull leather.

Get in touch

Have questions about your order, or a general enquiry?