Any questions?

Do you have any questions? Please do not hesitate to contact us.

info@guappaa.com

Here are the questions you often ask yourself:

Order

How do I know if my order has been registered?
You will receive an order confirmation email after submitting your order. Also, remember to check your spam folder.
What happens if I provide wrong information?
If any information is incorrect, such as your first or last name, delivery address, email address, or telephone number, please contact our customer service as soon as possible.

Can I change my order after placing it?
Yes, we can modify your order within 2 hours. Contact customer service as soon as possible.

Can I cancel my order?
If you wish to cancel your order, please contact customer service by email within one hour. If we have already shipped your order, we will not be able to cancel it and you will need to return it (see the "Returns" page).

My order is not complete

Since we have different storage locations, you may receive your products in different packages. So don't worry if you don't receive everything at the same time.

However, if you still have not received your package after 30 days after ordering, contact us to have the package returned at our expense.

Contact us at info@guappaa.com.

Payment

What payment methods are allowed?
You can pay for your purchases using Mastercard, VISA, American Express, PayPal, Apple Pay, and Stripe. We take special care to ensure that every payment is secure, and each transaction is protected by a secure protocol.
We do not hold your payment information under any circumstances.

Delivery

Which countries do you deliver to?
We deliver our products worldwide!

What are the delivery costs?
Shipping costs are at least €4.95. From time to time, they are completely free with no minimum purchase, so take advantage now!

What are the delivery times?

Processing time for your order is 1 to 3 days.

Europe approximately 3 to 9 working days after dispatch.

Worldwide depending on the area, from 5 to 22 working days after dispatch.

France and Belgium 5 to 7 working days after dispatch.

We are not responsible for delays caused by transportation shutdowns or slowdowns due to viruses, strict controls, government blockades, demonstrations, or any cause beyond our control.

 

How is my order shipped?
Delivery is made to mailbox with automatic tracking (no need to be present).

We work with La Poste Colissimo, Colicoli, Colis privé, FDE, courier.fr depending on the delivery location

You will receive a solid, opaque, neutral package. Your orders may arrive in multiple separate packages.

Delivery to a relay point exclusively chosen by us if available within a radius close to you.

How can I track the delivery of my order?
You will receive emails at the various stages of your order (order, payment, confirmation, shipping, etc.).
Tracking is provided, you will receive a tracking number by email.

If you still have a question for us:
info@guappaa.com or using the contact form.
By mentioning the order number and your email address.

What happens if I don't receive my order?
If you have not received your order, please check that the information you provided is correct on your order confirmation. If the information is correct, we invite you to contact us by email and we will assist you.

The item I received is broken/defective

Despite our careful selection of trusted carriers, your package may arrive damaged.

In this case or in the case of a design defect, contact us with the following details:

1. Your order number

2. Description of the problem (wrong/defective item, etc.)

3. A photo or video

Back

What is the return period?
You can return an item to us within 14 days of receiving it. If 14 days have passed since you received your purchase, unfortunately we cannot offer you a refund or exchange.

How do I return my items?
To be eligible for a return, your item must be new, in the original packaging, undamaged, and unworn or unwashed.
Go to your account for the desired order and click on the returns box.

What are the return costs ?

With each order, the first return is free , in the event of an exchange or choice of another item of the same or higher value.

Returns become chargeable from the second return on the same order.

The item must be new with its packaging in perfect condition and have the hygienic protections in place.
Only erotic items and items containing intimate parts are subject to return conditions, see the T&Cs.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Can I exchange an item?
We replace an item if it is defective or damaged. If you would like to exchange it for the same item, please email us.

How do I get a refund?
Once we receive and inspect your returned item, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a maximum of 14 days after receipt of the return.

Late or missing refunds (if applicable)
If you haven't received your refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.

If after completing all these steps you still have not received your refund, please contact us via chat or email.

What about gifts?
If the returned item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the item shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Offers and promotions

What if my promotional code doesn't work?
Please check that your promotional code is entered correctly and that it has expired. If it still doesn't work, please contact our customer service.

Security

Is my information secure?

To protect your personal data, we take important precautions and follow best practices to make sure it is not lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements.