Frequently asked questions (FAQ)

Frequently Asked Questions (FAQ)

Have a question? Below you’ll find answers to the most common questions we receive. If you need extra help, reach out to us anytime at info@giaby.com.

Shipping & Delivery

1. Do you offer free delivery within Australia? Yes, we provide complimentary standard shipping Australia-wide on all orders. There are no hidden handling fees.

2. Can I ship to parcel lockers or PO boxes? Currently, we ship to physical residential and business addresses only. Delivery to parcel lockers and PO boxes is not supported at this time.

3. What are your average delivery timeframes?

  • Order Cut-off: 6:00 PM (AEST - Sydney Time) on weekdays.
  • Processing Time: 1–2 business days.
  • Transit Time: 5–7 business days.
  • Total Expected Timeframe: 6 to 9 business days.

4. How do I track my parcel? Once your order ships, you will receive an email with a tracking number and a link to monitor your delivery progress.

5. Which carriers do you use? We partner with reliable Australian delivery services, including Australia Post and other local couriers, to ensure your order arrives safely.

6. My package hasn’t arrived—what should I do? Please check your tracking link first. If there has been no update for more than 3 business days beyond the expected delivery date, contact us at info@giaby.com and we will investigate it for you.

Returns & Refunds

7. How do I initiate a return? Contact info@giaby.com within 30 days of delivery. Items must be in their original, unused condition with all tags and packaging intact.

8. Who pays for return postage?

  • Faulty/Incorrect Items: Giaby covers the return shipping costs.
  • Change of Mind: The customer is responsible for the return postage costs.

9. When can I expect my refund? Once we receive and inspect your return, we process the refund within 7 business days to your original payment method.

Payments & Security

10. What payment methods are accepted? We securely accept: Paypal

11. What currency are orders charged in? All orders are processed in Australian Dollars (AUD).

12. Is my personal data secure? Absolutely. We use SSL encryption to protect your data. We do not store your credit card details, and we never sell your personal information to third parties. For more details, see our Privacy Policy.

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

    Customer Service (Opening Hours):

    • Monday - Friday:  09:00 - 18:00 (GMT)
    • Saturday and Sunday:  10:00 – 16:00 (GMT)