Frequently Asked Questions

Orders and shipping

How long does it take to process an order?

We process and ship all orders within 1 to 2 working days (Monday to Friday, excluding public holidays in Italy). Once your order has shipped you receive a confirmation email with a tracking number. Between 15 December and 8 January, and throughout August, handling may take longer; we state it on the home page when it happens.

Do you ship internationally?

We ship exclusively within the 27 member states of the European Union. Standard delivery usually takes 5 to 8 working days from dispatch, depending on the destination. Because we ship from within the EU, no customs duties or import charges are applied on delivery. Prices include VAT where applicable.

If you need delivery to another destination, write to info@gioyel.com before placing your order.

How much does shipping cost?

Shipping is free on every order delivered within the European Union. There is no minimum order value.

How do I track my parcel?

As soon as your parcel is dispatched you receive a notification by email or SMS, depending on the details you entered at checkout. It lets you follow the shipment, change the delivery date, or have the parcel delivered to a pick-up point.

Returns and refunds

What is your return policy?

Under European Union consumer law you have 14 calendar days from the day you receive your item to withdraw from the purchase, without giving any reason. Where an order arrives in several shipments, the period runs from the day you receive the last item.

To withdraw, send an unequivocal statement to info@gioyel.com before the period expires. Our prior authorisation is not required: contacting us first simply lets us send you the return instructions and speeds up your refund.

In what condition must I return the item?

You may examine and handle the item as you would in a shop. We recommend returning it unworn, in its original packaging and with all tags, but these are recommendations, not conditions. If an item comes back with a reduction in value we still refund you, deducting only an amount proportionate to that reduction, and we explain the calculation.

Is anything excluded from returns?

Only what EU law excludes: jewellery custom-engraved or made to your specifications, and earrings supplied in a sealed pack once the seal has been broken, for hygiene reasons. Earrings returned with the seal intact are fully refundable. Discounted items carry exactly the same return rights as full-price items.

Where do I send the return?

To our returns warehouse, not to the registered office:

SHOPNOVA SRLS – via Giovanni Calice, 10 – 85100 Potenza (PZ), Italy – phone +39 351 320 8031.

We recommend a trackable service and writing the phone number on the label to help the courier.

Who pays for return shipping?

The direct cost of returning an item is borne by you, except where the item was defective, damaged or not what you ordered. In those cases we cover the return cost in full and you pay nothing.

When do I get my refund?

We reimburse all payments received from you, including the standard delivery charge, no later than 14 days from the day we are informed of your decision to withdraw. Refunds are issued to your original payment method. We may withhold the reimbursement until we receive the goods back or you supply proof that you have sent them.

Do you offer exchanges?

We issue refunds; we do not offer exchanges. If your item is defective, damaged or not the one you ordered, the Legal Warranty of Conformity applies instead and may entitle you to repair or replacement.

Products and payment

Are the products genuine?

Yes. All items are sold new, in the manufacturer's original packaging. We do not sell replicas, imitations, counterfeit, refurbished or second-hand goods. We are not an authorised dealer of the brands we list, and the trademarks shown on this site belong to their respective owners.

If you have any doubt about an item you have received, write to info@gioyel.com: we will obtain the supply documentation for that specific product and send it to you.

What warranty do I have?

Every purchase is covered by the 24-month Legal Warranty of Conformity under Directive (EU) 2019/771, which applies to all consumers resident in the European Union. Where the manufacturer provides its own commercial warranty, it applies in addition and does not limit your statutory rights.

Which payment methods do you accept?

The methods shown at checkout, which include Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay, Shop Pay, Klarna, Bancontact, MobilePay and Union Pay. Card details are transmitted directly to the payment provider: we never see or store them. No payment method is charged before the order is submitted.

Getting in touch

How do I contact you?

Email info@gioyel.com or call +39 351 320 8031, Monday to Saturday, 9:00–17:00 CET, closed on Italian public holidays. We reply within 2 working days, usually the same day.

Gioyel is a trading name of SHOPNOVA SRLS, SP 93 n. 22, 85021 Avigliano (PZ), Italy – VAT IT02118490768 – Chamber of Commerce of Potenza, REA no. PZ 209501.

Full details are in our Shipping Policy, our Refund and Return Policy, our Terms of Service and our Legal Notice.