Gio Outlet Returns & Refund Policy

The Gio Outlet offers discontinued styles, end-of-line products, last pairs, sale items, final reductions and perfectly imperfect Gio products at exceptional Outlet prices.

We want the nature of these products to be clear before you purchase. Please read the individual product description carefully, particularly where an item is identified as Imperfect.

14-Day Returns

For eligible products purchased online, you have 14 days from the day you receive your order to tell us that you wish to return it. You then have a further 14 days to send the goods back to us. This reflects your statutory cancellation rights for online purchases.

To be eligible for a return, the product must meet the requirements of this policy and, where applicable, must be returned in the same condition in which it was received, with its original tags, packaging and protective or hygiene seals intact.

You will also need your receipt, order confirmation or other proof of purchase.

To request a return, please contact:

customerservices@giostockings.com

Please include your order number and details of the item you wish to return. We will then provide full return instructions.

Please contact us before sending your return. This enables us to identify and process your return correctly.

You can contact us with any questions regarding a return at customerservices@giostockings.com.

Outlet, Sale & Final Reduction Products

The reduced price of an Outlet, Sale, Last Chance or Final Reduction product does not remove your statutory consumer rights.

However, due to the limited nature of Outlet stock, replacement sizes, colours or styles may not be available.

Gio Imperfect Products

Products identified as Gio Imperfect may feature minor cosmetic variations or imperfections from our usual standards. These products are offered at a reduced Outlet price accordingly.

Any imperfection or characteristic clearly disclosed to you before purchase as part of the product's Imperfect status will not itself be treated as an undisclosed fault.

This does not affect your statutory rights if an Imperfect product has another fault, is not as described, or otherwise fails to conform to your legal rights.

Returns & Hygiene

For hygiene and quality-assurance reasons, all returned products are carefully inspected before a refund is approved.

Returned products must be new, unworn and unused, subject to the customer's statutory right to handle eligible goods to the extent permitted by law.

Where a product has been supplied with a hygiene or protective seal because it is not suitable for return for health-protection or hygiene reasons, it cannot be returned under the change-of-mind cancellation right once that seal has been broken or removed after delivery.

Tights, Hold Ups, Underwear & Intimate Garments

Particular care should be taken before opening or trying tights, hold ups, briefs, thongs, lingerie and other intimate garments.

Where these products are supplied sealed for health or hygiene reasons, breaking or removing the seal may result in the loss of your statutory change-of-mind cancellation right.

Items showing signs of wear, washing, soiling, snagging, stretching, fragrance, make-up, deodorant, body lotion, pet hair or other use may not qualify for a full refund.

Where a return does not meet the applicable return requirements, we will contact you. Where appropriate and lawful, the item may be returned to you, and reasonable additional delivery costs may apply.

None of these provisions affect your statutory rights in relation to faulty or incorrectly described goods.

Damages, Faults & Incorrect Items

Please inspect your order carefully as soon as it is received.

Any visible damage, defect, incorrect item or other problem should be reported to us within 24 hours of delivery wherever possible.

When contacting us, please provide:

• Your order number
• Details of the issue
• Clear photographs of the product
• Photographs showing the defect or damage
• Photographs of the packaging where relevant

Photographic evidence helps us establish what has happened and resolve your issue as quickly as possible.

Claims for visible transit damage reported more than 24 hours after confirmed delivery may be more difficult for us to investigate where we are unable to establish when the damage occurred.

For products purchased as Gio Imperfect, an imperfection that was clearly disclosed before purchase will not itself be considered a fault.

Our request that visible issues are reported within 24 hours does not affect your statutory rights in relation to goods that are faulty, not as described or otherwise fail to conform to your legal rights.

UK consumer rights in respect of faulty goods extend considerably beyond 24 hours, so retaining that final sentence is important.

Exchanges

Gio Outlet does not offer direct exchanges.

If you require a different size, colour or style, please return the original eligible item in accordance with this Returns Policy and place a new order.

Once your return has been received and inspected, an eligible refund will be processed to your original payment method.

We recommend placing a new order promptly if you require an alternative product, as Gio Outlet products are available in limited quantities and may sell out while your return is in transit.

Return Postage

For change-of-mind returns, you are responsible for the cost of returning the product to us, provided we have informed you of that obligation as required.

We recommend using a tracked postal service and retaining your proof of postage until your refund has been completed.

If your product is faulty, damaged or incorrectly supplied, please contact us before returning it so that we can provide the appropriate instructions.

Original Delivery Charges

Where you exercise your statutory right to cancel an eligible online order, we will refund the applicable standard outbound delivery charge as required by law.

If you chose an enhanced or more expensive delivery method, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery service.

This is why I have not carried across the existing statement saying refunds are always made “less delivery charges”. For a valid statutory cancellation, standard outbound delivery generally has to be refunded.

Discounts

Where a discount or promotional offer was applied to the original order, any refund will be based on the amount actually paid for the returned product, taking account of the terms of the promotion and your statutory rights.

Return to Sender / Uncollected Parcels

If a parcel is returned to us by the carrier because it was not collected, could not be delivered following the carrier's delivery attempts, or was returned to sender for reasons attributable to the recipient, we will contact you once it has been received.

Where permitted by law, reasonable costs actually incurred as a result of the failed delivery or return may be taken into account before any applicable refund is issued.

If you would still like the goods, a new delivery charge may be payable before the order is sent again.

Refused International Deliveries, Customs & Duties

Please do not refuse an international shipment because of customs, duties or taxes without contacting us first.

Where a shipment is refused, unclaimed or returned because applicable import charges have not been paid, the carrier or customs authority may impose additional charges.

Where legally permitted, reasonable costs actually incurred by Gio as a result may be deducted from any amount otherwise refundable.

Nothing in this section affects your statutory rights or Gio's obligations where an order is faulty, incorrectly supplied or not as described.

I would remove the old wording saying that once shipped, “the goods no longer belong to us, they now belong to you.” It's unnecessarily absolute and could create problems depending on the circumstances of the delivery.

Refunds

Once your return has been received, it will be inspected and we will notify you whether the refund has been approved.

Where approved, your refund will be made automatically to your original payment method.

We aim to process approved refunds promptly. Shopify/payment providers and your bank or card issuer may require additional time before the refund appears in your account.

For statutory cancellations, the applicable legal refund deadlines will always be observed. UK guidance states that refunds for returned online purchases must generally be made within 14 days of receiving the goods back.

If more than 15 business days have passed since we confirmed that your refund has been processed and you have not received it, please contact:

customerservices@giostockings.com

European Union Customers

If your order is being shipped to a consumer in the European Union, applicable consumer cancellation rights will also apply.

In general, EU consumers purchasing online have a 14-day cooling-off period, subject to applicable exceptions, including certain sealed goods opened after delivery for health or hygiene reasons.

Nothing in this policy is intended to restrict any mandatory consumer rights that apply in the country to which we sell.

Gift Cards

Gift cards are subject to their own terms and any applicable statutory rights.

Your Statutory Rights

Nothing in this Returns & Refund Policy excludes, restricts or attempts to remove rights available to you under applicable consumer law.

For UK consumers, this includes rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

UK government guidance specifically states that businesses cannot restrict customers' statutory rights and that sale goods carry the same refund rights as goods bought at full price