04. Exchanges and returns

Conditions to make a refund or a change

You have received your order and some of the garments do not suit you? Don't worry, here you will find all the information to refund or change your products. However, there are some conditions the product needs to meet:

• It must not be used.
• It cannot be damaged.
• The label must be on, it must be in its original packaging or a similar format.
• Accessories cannot be returned. For hygene reasons knickers can not be returned. Bikinis can be returned as the bottom has an adhesive hygiene strip.
• Products that come in a gift case must be returned with the case.
• Bra and knicker sets cannot be returned for hygiene reasons.
• Returns and exchanges of items from the same order must be done at the same time, not separately.
• Bodies cannot be returned for hygiene reasons.

In the event of tare or damage to the garment(s) purchased, you have 48 hours from receipt of the order to notify us via info@gisela.com, attaching a photo of the damage.

What is the cost of the refund or the change?

The cost of your return will depend on the product you return and the shipping location from where the collection is generated.
Returns will have an amount of €0 if the products you return do not have discounts applied. (Yes they can have discount coupons applied).
Returns will have the below cost:

Refund amounts	Peninsula	Balearic Islands	Portugal
Products without discounts	Free	Free	Free
1 or more products reduced	2,95 €	6,95 €	2,95 €

The return cost will be deducted from the total to be paid for the return, so you will not have to pay anything when delivering the return.

The first change will not have a return cost, otherwise if the order already has a change or a refund applied, second changes have to be notified to our customer support team and the shipment has to be fully covered by the user. This does not apply to refunds or partial refunds.

HOW CAN I MAKE A SIZE OR COLOR CHANGE?

- Orders placed within the Peninsula, Portugal and Balearic Islands:

You can make your return here, or if you have an account log into your profile, access your account and go to the orders section, search for your order, click on the refund button, and select the item(s) you want to change. You can return your order at the post office or contact the courrier that will collect it. We will send you an email with information about the return and an attached label for you to print and stick onto your package. Once you receive the email, you have 5 days to submit your return. After this time, the label will no longer be valid and you will not be able to return the item(s). Once we receive your item(s) we check that everything is correct, we will send the new size or color.

- Orders placed within the Canary Islands and International shippings:

No returns or exchanges of size or colour will be possible.

What is the time limit to return the garment or change the size?

You have up to 15 days to return the item(s), starting from the day you received them. Once you receive the email with the return information and the attached label, you have 5 days to submit your return. After this time, the label will no longer be valid and you will not be able to return the item(s).

How will I receive my refund?

Depending on the payment method you have used, we will refund you as follows:

• Card: you will receive a credit to the account associated with your card, which you can check in the Extract from it.
• Paypal: you will receive a subscription to your PayPal account.
• Cash on delivery: we will make a transfer to your bank account. During the return process we will ask you for some bank details (IBAN / BIC). If you place your order as a guest you must indicate in the email info@gisela.com your bank account number to be able to make the transfer corresponding to the return.

The full price of the returned garments will be refunded provided that the return conditions are met. See section “RETURN CONDITIONS".

When will I receive my refund?

Once we receive the return and verify that everything is correct, we send an email with the arrival confirmation and within 4 to 8 days, you will receive the refund of the corresponding amount through the same method payment with which you made your purchase.

Keep in mind that the refund may take several days to appear reflected in your movements, since it depends on your bank and not on gisela.com