What is eligible
The product must be unused, unopened, untested, and in its original retail packaging. Every product seal, protective film, hygiene closure, accessory, gift, and document must remain intact. Proof of purchase is required.
You may open the outer shipping carton to inspect the delivery. “Opened” here refers to the product’s retail packaging, seal, cap, film, or hygiene closure, or to a product that has been tested or used.
What cannot be returned for a change of mind
For hygiene and safety, opened, unsealed, tested, or used cosmetics, skincare, hair-care, personal-care, and similar products are not eligible for a voluntary return. This does not remove rights that cannot be waived under applicable law. Damaged, defective, incomplete, unsafe, or incorrect goods are reviewed separately.
How to start
- Open account.giosha.com, sign in with the checkout email, locate the order, and submit the self-service request online. Email support can help with access, but does not replace the online request.
- Include the order number, the item, and the reason. For damage or an order error, include clear photos of the parcel, label, packaging, and product.
- After approval, use the return destination and free prepaid label provided in the online request.
- Pack every approved item securely, cover old carrier labels, attach the supplied label, and keep the carrier receipt and tracking number.
Do not send a return to the company mailing address unless the authorization specifically directs you there. Unauthorized returns can be refused or delayed.
Inspection and refund
After carrier-confirmed delivery to the authorized return location, allow up to 5 business days for inspection and refund issuance. An approved refund is sent to the original payment method; the bank or payment provider can require additional posting time. Giosha does not charge a restocking fee for an approved eligible return.
For a voluntary change-of-mind return, the original delivery charge is not refundable unless applicable law requires otherwise. Eligible EU statutory withdrawals include the original standard-delivery charge; an extra express-delivery amount is not reimbursed.
Discounts, Wallet, exchanges, and cancellations
A return can change the number of items in the original order, so item discounts and the refund are recalculated. A cancellation, full return, full refund, or chargeback removes the related Giosha Wallet credit; a partial return adjusts the credit according to the returned net product amount.
Giosha does not process direct exchanges. Return the eligible item and place a new order for the replacement. Contact customer care quickly to request a cancellation; it is not guaranteed after fulfillment processing begins.
Damaged, defective, missing, or incorrect orders
Keep the shipping box, product packaging, shipping label, and contents. Stop using the product and contact us with the order number and photos. These claims and non-waivable statutory rights are reviewed separately from a voluntary change-of-mind return.