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General Shipping Information

① Shipping Cost We are pleased to offer complimentary shipping to the United States, Canada, and most European countries. For remote areas, additional fees may apply based on your location. Should you have any questions, please contact our online support team.

② Delivery Timeline

• In-Stock Items: Estimated delivery is 7–10 business days.
• Processing: Orders placed on weekends or holidays will be processed the following business day.
• Tracking: Once your order has been dispatched, you will receive an automated email with your tracking details.

2. Shipping Destinations We currently ship to the United States and select European countries.

3. Shipping Issues & Resolutions Below are specific procedures for situations that may arise during transit:

① Damaged or Defective Items If your package arrives and the items inside are visibly damaged, broken, or defective:

• Procedure: Please contact us at ec02@kerchangroup.com within 3 calendar days of delivery.
• Evidence: Provide clear photos of the damaged item(s) and the interior/exterior packaging (noting any visible mishandling of the box).
• Resolution: Upon verification, Gianna will offer a replacement (subject to availability) or a full refund. You typically do not need to return damaged items unless requested for a quality inspection.

② Incorrect Item Received If the tracking shows delivered and the package is intact, but you received the wrong product, size, or color:

• Procedure: Contact support within 7 calendar days of delivery.
• Verification: Provide your order number and photos of the incorrect item compared to your order.
• Resolution: Gianna will immediately ship the correct item or issue a full refund, based on your preference and stock availability.

③Packages Stuck in Transit If your tracking has not updated (e.g., stuck in "Customs Clearance") for more than 5 business days beyond the expected delivery date:

• Wait Period: We kindly ask that you wait an additional 3 business days, as customs or local sorting delays are common.
• Reporting: If there is still no update, please email ec02@kerchangroup.com.
• Investigation: We will initiate an inquiry with the carrier on your behalf. You may also contact the carrier directly using your tracking number.
• Resolution: If the carrier confirms the package is lost (investigations may take up to 10 business days), we will process a full refund or re-shipment.

④ Refusal of Delivery If a delivery is actively refused by the customer:

• Procedure: The package will be returned to our overseas warehouse. Gianna will process your return; however, original shipping costs will be deducted from your refund. If you wish to have the item re-shipped, the customer must cover the full cost of the new shipment.

Gianna reserves the right to make final determinations based on the unique circumstances of each case.

4.Returns & Exchanges ① Our 30-Day Return Policy We take pride in our products and want you to feel the same. If you change your mind for any reason, you may return your order for a full refund within 30 days of receipt.

• Note: All returns must be requested via email first.
• Final Sale: Customized or made-to-order products are not eligible for return.

②Return Eligibility To qualify for a return, your item must:

• Be in its original, unused condition with all tags attached.
• Be in its original packaging.
• Be accompanied by the original receipt or proof of purchase.
• Have been purchased directly from giannalife.com.

③Non-Returnable Items & Warranty Exclusions The following items are excluded from our return policy and void warranty coverage:

• Opened hygiene-sensitive items (e.g., earphones/earbuds).
• Accessed or redeemed digital content and subscriptions.
• Items missing original components or with defaced serial numbers.
• Damage resulting from misuse, accidents, water exposure, or unauthorized accessories.

④How to Start a Return To initiate a return, please contact our support team via email. Unsolicited returns will not be accepted. Once your return is inspected and accepted, we will work with you to provide a replacement or a full refund. Please note that the customer assumes the risk of loss or damage during return shipping.

⑤Refunds Once your return request is approved, please allow a few days for processing. Refunds are typically issued to your original payment method within 3–5 business days after we receive the returned item. Please note that your bank or credit card company may require additional time to post the transaction. If you haven't received your refund within 7 business days of approval, please contact us.

⑥Exchanges To receive your desired item as quickly as possible, we recommend contacting us via email once your return is accepted so we can arrange for a brand-new replacement to be shipped.

⑦Third-Party Purchases Products purchased through third-party retailers must be returned directly to that seller according to their specific store policies.