Refund policy

Return and Refund Policy

At Gino & Julia, we want our return and refund process to be clear and straightforward. Please review this policy before requesting a return.

30-Day Return Period

You may request a return within 30 calendar days of receiving your order.

To be eligible for a return, the item must:

Be unused, unworn, unwashed and undamaged;
Be in its original condition;
Have all original tags and labels attached;
Be returned in its original packaging, where applicable; and
Be accompanied by valid proof of purchase.

Items that do not meet these conditions may not be eligible for a refund.

How to Request a Return

Before returning an item, please contact us at info@ginoandjulia.com.

Please include the following information in your return request:

Your full name;
Your order number;
The item you would like to return;
The reason for the return; and
Photographs of the item if it arrived damaged, defective or incorrect.

If your return request is accepted, we will provide return instructions and the appropriate return address. Items returned without prior authorisation may not be accepted.

Please do not send returns to our business address unless we specifically instruct you to do so.

Return Shipping Costs

If you are returning an item because you changed your mind, selected the wrong size or no longer want the item, you are responsible for the return shipping costs.

If the item arrived damaged, defective or different from the item ordered, please contact us before returning it. We will review the issue and provide an appropriate resolution. Reasonable return shipping costs will be covered where the return results from our error or where required by applicable law.

We recommend using a trackable shipping service and retaining your shipping receipt until your return has been completed. Gino & Julia is not responsible for return packages that are lost or damaged while being transported by a return carrier selected by the customer.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery. If an item is damaged, defective or incorrect, contact us as soon as possible, preferably within 7 calendar days of delivery.

Please provide your order number and clear photographs showing the item, packaging and any visible damage or issue. We will review the information and explain the available resolution, which may include a replacement, refund or other appropriate remedy.

Please do not dispose of or return the item until you have received instructions from us.

Non-Returnable Items

The following items cannot normally be returned unless they are damaged, defective, incorrectly supplied or otherwise eligible for a remedy under applicable law:

Gift cards;
Personalised, customised or made-to-order items;
Items clearly marked as final sale before purchase;
Items that have been worn, washed, altered or damaged after delivery;
Items without their original tags or labels; and
Products restricted from return for health or hygiene reasons after a protective seal has been removed.

Please contact us if you are unsure whether a particular item is eligible for return.

Exchanges

We do not guarantee direct exchanges because product availability may change.

Where an exchange is not available, you may return an eligible item in accordance with this policy and place a new order for the preferred item. Any replacement remains subject to availability.

Order Changes and Cancellations

If you need to change or cancel an 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. If the order has already been dispatched, you may request a return after delivery, subject to the conditions of this policy.

Nothing in this section limits any cancellation rights that may apply under provincial or federal consumer protection laws.

Refunds

Once your return is received, we will inspect the item and notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method. We aim to process approved refunds within 10 business days. Your bank, credit card issuer or payment provider may require additional time to post the refund to your account.

Any refund required under applicable consumer protection law will be processed within the legally required period.

Original expedited shipping charges, if applicable, are not normally refundable unless the return results from our error or a refund of those charges is required by law.

No Restocking Fee

Gino & Julia does not charge a restocking fee for returns accepted under this policy.

Partial or Reduced Refunds

In certain circumstances, a full refund may not be available if an item is returned in a condition that does not comply with this policy. This may include items that are worn, washed, altered, damaged, missing parts or returned without their original tags or packaging.

Any reduction will be based on the condition of the returned item and will be communicated to you after inspection, where permitted by applicable law.

Missing Refunds

If you have received confirmation that a refund was issued but it does not appear in your account, please:

Check your bank or payment account again;
Contact your credit card issuer or payment provider; and
Allow for any processing time required by the financial institution.

If you have completed these steps and still have not received the refund, contact us at info@ginoandjulia.com.

Consumer Rights

This policy is intended to provide additional return options and does not exclude, restrict or replace any rights or remedies available to you under applicable Canadian federal, provincial or territorial consumer protection laws.

If applicable law provides you with greater rights than those described in this policy, the applicable legal requirements will take precedence.