Contact information
Customer Dispute Resolution
At Giani, we are committed to providing a fair, transparent, and efficient process for resolving any issues that may arise with your order. Our goal is to ensure that every customer feels supported and satisfied with their experience.
If you have a concern about your order, product quality, shipping, or any part of your shopping experience, you can follow the steps below to submit a dispute and have it resolved quickly.
1. How to Submit a Dispute
To open a dispute, please contact our support team at:
📧 support@trygiani.com
Please include the following information so we can resolve your case as quickly as possible:
- Your order number
- A brief description of the issue
- Photos or videos (if applicable)
2. Response Time
Our support team reviews all disputes within 24–48 hours.
You will receive a reply confirming that your case has been received and is being processed.
3. Review & Investigation
Once we receive your request, we will:
- Review the details of the issue
- Verify product, shipping, or payment information
- Request additional details if necessary
- Determine the appropriate resolution based on our policies
Most disputes are fully reviewed and resolved within 3–5 business days.
4. Resolutions We Offer
Depending on the situation, resolutions may include:
- Replacement of defective or damaged items
- Assistance with shipping issues
- Partial or full refunds in accordance with our Refund Policy
- Store credit
- Step-by-step guidance to correct product-use issues
Our goal is always to resolve issues fairly and consistently.
5. Escalation Process
If you feel that the initial resolution does not fully address your concern, you may request an escalation.
Your case will then be reviewed by a senior support agent or manager within 2 business days.
6. Commitment to Transparency & Compliance
We follow all applicable consumer-protection guidelines and maintain clear communication with customers throughout the entire dispute process.
All resolutions are handled in good faith, with the goal of ensuring a positive shopping experience for every customer.
If you have any questions or need assistance at any point, please email us at support@trygiani.com we’re here to help.