FREQUENTLY ASKED QUESTIONS

COVID-19

What is Gioia doing to take precautions?


We know that the developments of the COVID-19 outbreak have been extremely concerning. Like many of you, we are actively monitoring events and trying to do our part to take precautions and prevent the spread of the virus. Our thoughts are with those who've been affected and the safety of our teammates and customers is our top priority. As the global situation quickly evolves, we are maintaining constant contact with our worldwide teams and partners. If you have any concerns or questions, please reach out directly via our website or info@gioia.life




Will my order be delayed?


For pre-order items, we are awaiting more information from our factory partner and will be proactively communicating the status to you. We're monitoring our operations daily and will keep you informed of any issues directly.





Order

What is a pre-order?


We offer pre-order as a way to reserve a bag in advance of our upcoming product delivery, with the understanding that it will ship at a later date than when you purchase. Payment is due at the time of purchase, and you will receive a shipping notification once the order is on its way to you. Please note, pre-order ship dates are estimates and may be subject to change. Don’t worry -- if there’s any substantial change to the expected ship date on your order, we’ll be sure to let you know.




When will my pre-order ship?


Most pre-orders ship on or before the date listed on your order confirmation or the date listed in your latest order update. If you have any questions, please reach out to hinfo@gioia.life and we can provide a more detailed status update for your particular order.




What is the status of my order?


Once you’ve received your shipping confirmation email, you will have the ability to track your package on the corresponding shipping carrier's website.




Can I cancel or modify my order?


We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact us at info@gioia.life as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.





Shipping

Where does Gioia deliver?


We ship worldwide. For any specific inquiries, please mail info@gioia.life and we will follow up with you shortly.




What is the shipping cost?


We collect a shipping fee of SGD 40 for The Cosmopolite and SGD 15 for the Suit-Up Sleeve.




Do you deliver to PO boxes?


We do not ship to PO boxes, please provide a non-PO Box address for the shipping address.





Return

What is your return policy?


Gioia does not support return at this time. All sales are final. Please contact info@gioia.life if you need further assistance.




What is your exchange policy?


We are unable to exchange items unless the items are defective or damaged.





Warranty

What is Gioia's warranty policy?


Gioia is committed to the quality of our products with a one year warranty policy. We are happy to handle complimentary repairs for issues resulting in manufacturing defects within this one year period. If items cannot be repaired, we will replace the item as long as the stock is available. This warranty does not cover normal wear and tear. Shipping fee to be bourne by the customer of the respective product.




Is there anything I should do before using my bag?


Before using your leather item, we recommend that you use a leather protector to preserve it, but this is not a necessary step. Please be sure to use a suede-specific product on any suede section of a bag. These items can be purchased at any drugstore or at a shoe-repair location.




How should I care for my leather bag?


For leather: for light cleaning, we recommend washing your bag with a cloth, wet with warm water. You can also spot clean your leather bag with a leather cleaner, which can be purchased at a drug store or cobbler. Be sure to test products before applying to the whole bag. Please avoid using wipes that have chemicals in them (such as baby wipes or Clorox wipes) as this will ruin the leather. If you’d rather leave it to the professionals, a cobbler or other leather professional can deep clean your bag.