How Can We Help?

Find answers to common questions about ordering, payment, shipping, returns and customer support at Gino & Julia.

Orders and Products

How do I place an order?

Select the product, choose the available size or option and add it to your cart. Review your order details and complete the checkout using one of the available payment methods.
Will I receive an order confirmation?

Yes. An order confirmation will be sent to the email address provided during checkout. Please check your spam or junk folder if it does not appear in your inbox.
Can I change or cancel my order?

Contact us at info@ginoandjulia.com as soon as possible. We may be unable to change or cancel an order after it has entered processing or has been dispatched.
How do I choose the correct size?

Please review the size information provided on the relevant product page before ordering. Product measurements and fits may vary between styles.

Payment

Which payment methods do you accept?

Available payment methods may include:

  • Visa
  • Mastercard
  • American Express
  • PayPal
  • Apple Pay
  • Google Pay
  • Shop Pay
  • Unionpay

The payment options available for your order will be displayed during checkout.
Which currency do you use?

All prices are displayed and charged in Canadian dollars (CAD), unless otherwise stated.
Is my payment information secure?

Payments are processed through secure third-party payment providers. Gino & Julia does not normally receive or store complete payment card numbers.

Shipping and Delivery

Where do you deliver?

We currently ship to eligible addresses within Canada. International shipping is not currently available.
How much does shipping cost?

Standard shipping is free on eligible orders delivered within Canada. If an expedited or alternative delivery option is available, its cost will be displayed during checkout.
How long does delivery take?

Orders are generally processed within 1 to 2 business days. Standard delivery usually takes an additional 3 to 7 business days.

The estimated total delivery period is approximately 4 to 9 business days. Delivery estimates are not guaranteed, and remote locations may require additional time.
How can I track my order?

Where tracking is available, you will receive a shipping confirmation email after your order has been dispatched. Tracking information may take up to 48 hours to become active.

Returns and Refunds

What is your return period?

You may request a return within 30 calendar days of receiving your order.
What condition must a returned item be in?

To be eligible for a return, the item must generally be:

  • Unused, unworn and unwashed
  • Undamaged and in its original condition
  • Returned with its original tags and labels
  • In its original packaging, where applicable
  • Accompanied by valid proof of purchase
How do I request a return?

Email info@ginoandjulia.com before sending an item back. Include your name, order number, the item you wish to return and the reason for the return.

If the request is accepted, we will provide the appropriate return instructions. Items returned without prior authorisation may not be accepted.
Who pays for return shipping?

Customers are generally responsible for return shipping when returning an item because of a change of mind, an incorrect size selection or another personal preference.

If the item arrived damaged, defective or different from the item ordered, contact us before returning it. We will review the issue and provide an appropriate resolution.

Customer Support

How can I contact Gino & Julia?

You can contact us by email:

info@ginoandjulia.com
What are your customer support hours?

Monday to Friday: 9:00 AM–5:00 PM Eastern Time

Saturday and Sunday: Closed
How quickly will I receive a response?

We aim to respond to enquiries within 12 business hours during our regular customer support hours.
Can I send a return to your business address?

Please do not send returns to our business address unless our customer support team has provided written instructions confirming that address.