Frequently Asked Questions

We want to make sure you are always informed about the status of your order. To track the status of your order, just follow these simple steps:

Access your account on our B2B online platform via "My Account" tab.

Search for your order in the list of recent orders.

When you find your order, click on "Tracking Number" button. You will be redirected to a page where you will find up-to-date information about the status of your shipment, such as the location and estimated delivery date.

Also, to ensure you are always up to date, we will send you email notifications about any relevant changes in the status of your order.

If you need more detailed information about the shipment of your order or if you have any issues to solve, our Customer Service team is available to help you here.

To find out which order a product belongs to, you must:

• Log in to your account using your credentials.
• Once logged in, click on the "Orders" section to view your order history.
• Search for the order containing the product in question.

By following these steps, you will be able to easily identify the order related to the product you want. If you have any difficulties or need additional help, our support team is always available to help here. We are here to make your shopping experience as smooth as possible!

To get detailed information about the content of your order, follow these simple steps:

• Access your account on our B2B online platform via "My Account" tab.
• Select "My Information" option.
• Choose the section corresponding to the category of your order, either "Pre-order" or "In stock".
• Choose the desired order number.

In the order, you will find all the details of your order, including the selected products and their values.

If you still have questions or need further clarification, we recommend that you contact our Customer Service here.

To get detailed information about canceled products, follow these simple steps:

• Access your account on our B2B online platform via "My Account" tab.
• Select "My Information" option.
• Choose the section corresponding to the category of your order, either "Pre-order" or "In stock".
• Choose the desired order number.
• In the order, you will find all the details of your order, including the canceled products and their values.

If you still have questions or need further clarification, we recommend that you contact our Customer Service here.

To get detailed information on what is missing from your order, follow these simple steps:

• Access your account on our B2B platform via "My Account" tab.
• Select "My Information" option.
• Choose the section corresponding to the category of your order, either "Pre-order" or "In stock".
• Choose the desired order number.

In the order, you will find all the products that are still to be delivered.

If you still have questions or need further clarification, we recommend that you contact our Customer Service here.

To get a copy of an order, follow these simple steps:

• Access your account on our B2B online platform via "My Account" tab.
• Select "My Information" option.
• Choose the section corresponding to the category of your order, either "Pre-order" or "In stock".
• Select the desired order number.

Within that section, you will have the option to download a copy of your order(s).

In case you have any difficulties in the process of obtaining the copy, please do not hesitate to contact our Customer Service here.

To find out the delivery date of your order(s), follow these simple steps:

• Access your account on our B2B online platform via "My Account" tab.
• Select "My Information" option.
• Choose the section corresponding to the category of your order, either "Pre-order" or "In stock".
• Select the desired order number.

Within that section, you will be able to see the expected delivery date.

If you have any questions or need more information about the delivery date of your order(s), please do not hesitate to contact our Customer Service here.

We want you to have the best shopping experience, but it is important that you know that an order is a commitment.

If you wish to cancel an order, the procedure to follow will be the one set out in the General Conditions of Sale.

In case of a pre-order, the cancellation will be subject to the rules you have read and accepted in the General Conditions of Sale.

We regret to inform you that it is not possible to cancel a stock order, since in this case the right of regret does not apply.

If you have any questions or need more information, our Customer Service team is always available to help here.

If you think you haven't received all the items of your order, don't worry, we are here to help. Follow these simple steps:

• First, check if the box is damaged and if the contents match the invoice.
• Second, it is convenient to make a second physical check of the goods together with the invoice.
• At Gianni Kavanagh, we have a photographic and video record of all the products packed and dispatched. This enables us to check that the products have been correctly placed inside the packaging.

The next step is to contact our Customer Service, providing the styles number, sizes, quantity of the missing products and also the Invoice number. This will help us solve the problem as quickly as possible.

Oh, and don't forget to check if the boxes arrived damaged and if you made the claim on the carrier's waybill.

We're committed to providing the best shopping experience, so we're here to help with any questions you may have. Our support team is always available to help you here. Count on us!

To get a copy of your invoice(s), follow these steps:

• Access your account on our B2B online platform via "My Account" tab.
• Select "My Account" option.
• Then choose "My Information" section.
• Look for the "Financial History" option.

Within this section, you will have access to the historical data of your invoices and you can download the necessary copies. If you have any difficulties finding or getting copies of your invoices, please do not hesitate to contact our Customer Service here.

To see how this invoice corresponds to your orders, please log in to your account on our platform:

• Log in to your account with your credentials.
• After logging in, look for "Orders" tab.

There you will find the list of all your orders together with their corresponding invoices.

If you have any questions or need assistance, contact our support here and we will be happy to guide you. Your satisfaction is our priority.

To get a file with detailed information about your order, follow the steps below:

• Access your account on our B2B online platform through "My Account" tab.
• Select the option "My Information".
• Choose the section corresponding to the category of your order, either "Pre-Order" or "Stock Order".

Within that section, you will find the option "CSV File". Click to download the file containing your order information.

Make sure you have compatible software to open and view CSV files, such as Microsoft Excel or Google Sheets.

If you have any difficulties in the process of obtaining the file or need further assistance, please do not hesitate to contact our Customer Service here.

To obtain the barcodes of the products in your order, follow the steps below:

• Access your account on our B2B online platform through "My Account" tab.
• Select "Pre-order" option.
• Find the specific order for which you want to get the barcodes and click on "Actions".
• Select the option "XML CSV file".

Download the XML or CSV file containing the barcodes of the products in your order. Make sure you have compatible software to open and view XML or CSV files, such as Microsoft Excel or Google Sheets.

If you have any difficulties in the process of getting the barcodes or need further assistance, please do not hesitate to contact our Customer Service here.

In case you receive a damaged box of goods, we recommend that you follow these steps:

• Upon receipt of the package, carefully check the condition of the outer packaging. If you notice any visible damage, make a note on the carrier's delivery note that the box is damaged.
• In addition, add a note mentioning that due to the damaged box, it is not possible to guarantee that the order has been delivered in its entirety. This information is important to be able to claim any shortages with the carrier.
• Take a picture of the damaged package before opening it, as the pictures can be useful as evidence in case you need to file a claim.
• Once you have made these observations and received the package, carefully open the damaged package. Check the condition of the products inside and, if any are damaged, take photos of the affected items.
• Contact our Customer Service immediately, providing details about the situation and sending the photos of the damaged packaging and damaged products, if relevant. Our team will analyze the situation and provide the appropriate resolution, which may include replacing the damaged items.

We regret any inconvenience caused by a damaged box of goods and will do our best to sort out the situation as quickly as possible. Your satisfaction is important to us and we are here to help you.

If you do not remember your login credentials, we recommend that you contact our Customer Service here to request new credentials to be sent to you. 

Our team will be ready to help you regain access to your account and provide you with the information you need to enjoy our online services.

We value your privacy and security, so it is important to ensure that only you have access to your account.

To check your account statment, follow these simple steps:

• Access your account on our B2B online platform via "My Account" tab.
• Select "My Information" option.
• Search and click on "Financial History" section.

In this section, you will find your financial history with detailed information about your invoices, credit notes and payments. You can conveniently view and track the status of your business transactions.

If you have any questions or need further assistance, please do not hesitate to contact our Customer Service here.

If you need to make changes to your account information, we are here to help. To do so, please contact our Customer Service here, who will be happy to assist you in the process of updating your information.

The shipping cost is calculated based on the volume of your order and will be displayed at checkout. This way, you can know the exact amount before finalizing your order. We guarantee full transparency about the costs so that you can make your order in a fully informed way and without any unpleasant surprises. If you have any additional questions about shipping costs or anything else, please do not hesitate to contact us here.

The delivery time of your order varies according to location. Here are the estimated delivery times for different regions:

• Mainland Portugal: up to 2 working days
• Mainland Spain: up to 3 working days
• Islands: up to 15 working days, depending on the customs office
• Ceuta and Melilla: up to 15 working days depending on customs
• Intra-Eu: up to 8 working days
• Extra-EU: up to 15 working days, depending on customs
• USA: up to 8 working days, depending on customs
• Australia: up to 15 working days, depending on customs
• Rest of the World: minimum 15 working days

It is important to keep in mind that these are only estimated timelines and may vary due to factors such as customs and unforeseen circumstances. We will do our best to ensure that your order is delivered as quickly as possible.

For countries outside the European Union, such as Switzerland, the United Kingdom or Gibraltar, customs duties may apply upon delivery. For the United States, shipments are exempt from customs duties.

The amount of these fees varies depending on the value of the order and the destination country. It is important to note that these additional charges are determined by the customs of each country and therefore we cannot be held responsible if they occur. 

We recommend that before placing an order, you contact your country's customs office to obtain detailed information about possible fees and avoid unpleasant surprises at the time of delivery.

In case of order rejection due to customs fees, the order will be returned to our warehouse, but the shipping costs will not be refunded. We want to ensure your complete satisfaction, so it is important to be aware of these possible fees when placing your order.

We are always available to help you and clarify any questions you may have regarding customs fees. We want your shopping experience to be relaxed and hassle-free.

These are the countries that are always subject to customs fees:

• Afghanistan
• Australia
• Åland Islands
• American Samoa
• Anguilla
• Antigua and Barbuda
• Argentina
• Aruba
• Azerbaijan
• Bahamas
• Barbados
• Belize
• Bermuda
• Bhutan
• Bolivia
• Botswana
• Botswana
• Brunei Darussalam
• Burkina Faso
• Burundi
• Cayman Islands
• China, People's Republic of
• Comoros
• Congo, Democratic Republic of
• Cook Islands
• Cuba
• Djibouti
• Dominica
• Egypt
• El Salvador
• Falkland Islands (Malvinas)
• French Polynesia (Tahiti)
• French Southern Territories
• Gibraltar
• Guam
• Guatemala
• Guernsey
• Guyana
• Haiti
• Heard Island and McDonald Islands
• Honduras
• Hong Kong
• Iceland
• India
• Iraq
• Jersey
• Kenya
• Kiribati
• Korea, Democratic People's Republic of
• Laos
• Lebanon
• Lesotho
• Liberia
• Libya
• Liechtenstein
• Macao
• Malawi
• Marshall Islands
• Micronesia, Federated States of
• Mongolia
• Montserrat
• Myanmar
• Namibia
• Nauru, Republic of
• Nepal
• New Caledonia
• Nicaragua
• Nigeria
• Niue Island
• Northern Mariana Islands
• Oman
• Pakistan
• Palau
• Palestine
• Pitcairn
• Qatar
• Rwanda
• St. Bartholomew
• St. Helena
• Saint Kitts and Nevis
• Saint Lucia
• Saint Pierre and Miquelon
• St. Vincent
• Samoa
• Saint Thomas and Prince
• Serbia
• Seychelles
• Sierra Leone
• Solomon Islands
• Somalia
• South Africa
• South Sudan
• Sri Lanka
• Sudan
• Suriname
• Svalbard
• Eswatini
• Switzerland
• Tajikistan
• Tanzania
• East Timor
• Tokelau
• Tonga
• Trinidad and Tobago
• Turkey
• Turkmenistan
• Turks and Caicos Islands
• Tunisia
• Tuvalu
• Uganda
• United States Minor Outlying Islands
• Vanuatu
• Vatican City
• British Virgin Islands
• US Virgin Islands
• Western Sahara
• Yemen

If you need to return defective products, please contact our Customer Service here as soon as possible. We will need the following information to assist you effectively:

• Style number
• Stye Size
• Invoice number
• Detailed description of the defect
• Photos and video of the defect (mandatory)

Our Customer Service team will review your case and provide the necessary instructions for the return process. We are committed to resolving any issue quickly and satisfactorily. We appreciate your understanding and cooperation.

The return period varies according to the type of product defect. Here are the corresponding deadlines:

• Visible defect: You have up to 60 days from the invoice date to notify us of the defect.
• Invisible defect: You have up to 180 days from the invoice date to notify us of the defect that is not visible immediately after receipt of the goods.

Please note that these deadlines are counted from the invoice date and apply exclusively to defective products.

After your return arrives at our warehouse, our quality department will analyze the returned product to check if the defect is accepted. This procedure may take up to 2 weeks, after which time you will be notified by email with the decision about the defect.

If the defect is accepted, a gift card or a credit note will be issued for the corresponding amount, which you can use for your next stock order. 

However, if the defect is not accepted, the product will be returned to your address and the corresponding shipping costs will apply. In this case, our Customer Service team will contact you to inform about the situation and provide further details.

We are committed to carrying out the returns process in an efficient and transparent manner. In case there is any delay or additional information is required, our team will contact you to keep you updated on the status of your return. We want you to have a relaxed and satisfying experience when making a return.

We appreciate your understanding and cooperation during this process. If you have any additional questions or need more information, please do not hesitate to contact us here. We are here to help you.

In case you have already returned the defective products and they have been validated as defective by our quality department, but you have not yet received the corresponding credit note or gift card, we suggest you contact our Customer Service here. Make sure to provide the tracking number that was assigned to the return process, so that we can easily locate the information related to your return.

Our Customer Service team will check the status of your return and provide you with updated information on the process of issuing the credit note or gift card. We will do our best to solve the situation as quickly as possible and ensure that you receive the appropriate compensation for the returned products.

It's very simple! You can use the Gift Card on your next in-stock order. Just apply the code in the "Discount Code" field before checkout, and the value of the Gift Card will be automatically discounted on that purchase. 

This way, you can enjoy your Gift Card and purchase the products you wish most. If you have any questions or difficulties using the Gift Card, our customer service team is available here to assist you throughout the process.

If you have credit notes that have not yet been cashed or refunded, we recommend that you contact our Customer Service by email. Make sure to provide the credit notes number so that we can check their status.

Our Customer Service team will analyze the situation and provide you with updated information on the process of using the credit notes. We will do our best to solve the problem and ensure that the value of the credit notes is correctly applied to your account or refunded as needed.

We accept credit card payments, which offers you convenience and security when placing your orders. During checkout, you will have the option to enter your credit card details and complete the transaction quickly and easily.

If you have any questions or need more information about the payment options available, please do not hesitate to contact our Customer Service team here.

• Portugal: To fill out a "cheque" correctly, make sure that it is always issued on behalf of MÉTODO ESPECIAL, LDA. In addition, the "cheque" due date must match the invoice due date.
• Spain: In case you are filling in a "pagare", make sure that it is always issued on behalf of CONEXÃO EFICAZ, LDA and that the due date matches the invoice due date.

Regardless of whether you are writing a "cheque" or a "pagare", it is essential that you sign the document before submitting it as a form of payment. If you have any questions or need further guidance, please do not hesitate to get in touch with our Customer Service team. We are here to help you through the whole process!

To use your gift card from an exchange, follow these simple steps:

• Add the products you wish to order to your shopping cart.
• At checkout, you will find a specific field to enter the gift card code.
• Enter the gift card code in the corresponding field.
• Make sure to apply the code before finalizing the order.

The value of the gift card will be automatically deducted from your total order.

This way, you can use the value of your gift card to pay for part or all of your next stock order. If you have any difficulties or questions during the process, please do not hesitate to contact our Customer Service here for further assistance.

To check the delivery date of a specific style, follow these simple steps:

• Access your account on our platform via "My Account" tab.
• Select "Order" option.
• Find the desired style in the list of orders.
• By clicking on the style, you will be able to see detailed information, including the expected delivery date.

This way, you can easily get information about the estimated delivery date for the style you want. If you have any other questions or need further assistance, please do not hesitate to contact our Customer Service here, we are always ready to help.

The mark-up is 2.5 on all products. This means that the recommended retail price is 2.5 times the wholesale price. This margin allows you to cover your operating costs, make a profit and keep your business viable. 

If you have any further questions or need additional information, please do not hesitate to contact our Customer Service here. We will be happy to help you.

The prices indicated do not include taxes and fiscal fees. The total amount of your order will be calculated during the checkout process, taking into account applicable taxes and fees, such as VAT. 

Please be aware that additional charges may be added to the price of the products, according to the tax legislation of your country or region. 

If you have any further questions about applicable taxes or need additional information, please do not hesitate to contact our Customer Service here. We will be happy to help you.

It does not make reservations

It's just a list of favorites to buy later if there is still stock or it's available for pre-order.

To check the Size Guide, simply go to the footer of our B2B online platform and find the "Size Guide" section. There, you will find detailed information on how to measure the body and find the right size. This guide will be useful to choose the correct size of each item, ensuring a better fit and satisfaction with your order. If you have any additional questions or need assistance, our Customer Service team is available to help you here.

Each item of clothing requires specific washing care. To find out the appropriate guidelines, simply go to the "Washing Guidelines" tab available on each product. There you will find detailed guidelines on how to wash and care for the garment correctly.

In addition, when you receive the item, you can check the inside label, which also contains instructions on the proper washing and care for that specific item.

It is important to follow the washing guidelines given, as this will help preserve the quality, color and shape of your clothes for longer.

If you have any specific questions about washing care for a particular item, don't hesitate to contact us here. We're here to help you make sure your clothes stay beautiful and in good condition.

We value our customer's opinions and encourage you to share your experiences with us. To read some comments about our brand, we invite you to click here. There you can find ratings and comments left by other customers. We believe that the opinion of our customers is fundamental for the continuous improvement of our products and services. We encourage all our customers to share their experience with us, as your opinion is important to us.

We are available to help you from Monday to Friday, from 9:00 am to 6:30 pm (GMT - Lisbon). If you have any questions or need assistance, please send us an email to customerservice@giannikavanagh.com. We will do our best to reply as soon as possible.

In case of urgency or if you prefer a more immediate service, do not hesitate to contact us by phone. We are here to provide you with the best possible shopping experience!

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