Frequently asked questions
faq
General
How and when can I contact Customer Service?
You are always welcome to get in touch with the team at contact@giugnostories.com. We are happy to assist you in both English and Swedish with any inquiries or questions you may have.
Our team works Monday-Friday.
The working hours of our team are 09:00-17:00 CET.
read more here
How do I care for my garments?
Every piece is unique, but less is always more. Read the labels on the garments for specific care instructions, or read or care guide here.
Pre-orders
Why do you offer pre-orders?
We offer pre-orders to ensure that we produce just the right amount of stock, helping us stay more sustainable by reducing waste. This way, we can bring you the products you love without overproducing.
How do pre-orders work?
When you place a pre-order, you'll see an estimated time on the product page indicating how many weeks are left until your order is shipped. This time frame reflects when we expect the inventory to arrive at our warehouse.
What happens if there’s a delay?
If there are any changes or delays in the expected shipping time, we'll notify you right away. Delays might occur due to factors beyond our control, such as shipping or production issues, but we’ll keep you informed every step of the way.
When will I be charged for my pre-order?
Your payment will be processed at the time of placing the pre-order to secure your item.
Can I cancel my pre-order?
Yes, you can cancel your pre-order anytime before it ships. Just reach out to our team, and they'll assist you with the process.
What if I order in-stock items along with a pre-order?
If you order in-stock items with a pre-order, we recommend placing separate orders. Otherwise, all items will ship together once the pre-order is ready.
Orders
What is the status of my order?
Once your order has been dispatched from our warehouse, you will receive an email with a tracking number. Please use this to track the transit and see the status of your order. It can take up to 3 days for your order to be dispatched.
Can I cancel or make changes in my order?
No, we can't cancel or make any changes on your order once it has been placed and confirmed. Therefore, we kindly ask you to view your details before placing an order.
Payment options
What payment methods can I choose from?
We provide these payment options at the moment:
- American Express
- Google/Apple pay
- Maestro
- Mastercard
- Visa
- Klarna
Shipping
What countries do you ship to?
We currently ship to: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Germany, Estonia, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
Where do you ship from?
We ship every order from our warehouse outside of Uppsala in Sweden.
How long will it take for my order to arrive?
Your order delivery will take between 2 to 7 business days, depending on where you are. Once you get your tracking ID from us you can follow your package.
Remember that the delivery time begins after the order is dispatched and shipped from our warehouse, which can take up to 3 days from the day the order is made.
How much does shipping cost?
Your shipping cost and options will be displayed at checkout.
Sweden
Standard shipping: 59 SEK
Free shipping on orders over 500 SEK
EU Countries
Standard shipping: 100 SEK
Free shipping on orders over 500 SEK
Returns & exchanges
What is your return policy?
Returns must be initiated within 30 days of creating the order.
The returned items must be unused and in the same condition as received, with safety tags intact, and in the original packaging to be eligible for return.
When purchasing women's swimwear, the protection liner must not be removed.
Conditions and Restrictions:
Items that are used, damaged, soiled, or altered in any way will be rejected and returned to the customer.
Shipping costs cannot be refunded.
A fee of 49 SEK for shipping will be deducted from your refund.
Return Period:
We do not accept returns beyond 30 days of customer creating the order, and items sent to us after the 30-day period will be rejected and returned to customer.
It is highly recommended to obtain a tracking number and proof of postage when returning items.
Can i exchange my item(s)?
We do not offer exchanges as we cannot guarantee the availability of item(s). However, you can always return the item for a refund and place a new order for the item you wish for instead.
Can you refund shipping costs?
No, we do not refund the shipping costs. The shipping fee charged at check-out covers the shipping and handling of the transportation company. These costs can therefore not be refunded.
Final sale
Please note: All items marked as Final Sale cannot be returned or exchanged. Once they're yours, they’re yours for good!
Sizing
What size should I get?
Selecting the right size is a personal decision, so we offer convenient size guides for each specific product to simplify the process for you. To access the size guide, visit the product page and click on the "Sizing" positioned under to the size range to obtain precise measurements. There you can also find references such as the model's, Nellie's or Alexander's size for that specific product.
Restocks
How can I be informed about future restocks and new launches?
We recommend keeping an eye out on our socials @giugnostories for any and all news related to upcoming restocks and launches, as the date and time will also be provided. You can also sign up for our newsletter.