Questions ?

You have questions ? 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 confirming it. Also remember to check your spam folder. If you haven't received your confirmation, there is a problem. In this case, contact our customer service by email or via chat.

What happens if I provide bad information?
If you have provided incorrect information such as first or last name, delivery address, email address or telephone number, please contact our customer service as soon as possible so that we can modify this information.

Can I modify 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, contact customer service by email within the next hour. If we have already shipped your order, we will not be able to cancel it and you will have to return it (see the “Returns” page).

My order is not complete

As we have different storage locations, you may receive your products in different packages. So don't worry if you don't receive everything at once.

Delivery time is 5-10 working days after shipment. Some packages may take a little longer than this.

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 by Mastercard, VISA, American Express and Paypal, Apple Pay, Stripe. We take particular care to ensure that each 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 to mainland France, Corsica, Overseas Territories, Europe.
What are the shipping fees ?
Shipping costs are a minimum of €4.90. From time to time, they are completely free to you with no minimum purchase, so take advantage of them quickly!

What are the delivery times ?

We deliver throughout Europe within approximately 3-10 working days after shipment. Worldwide delivery depending on the area, from 5 to 22 working days.

There may be an additional processing time of 1 to 3 days in case of high demand as well as a transit time which is generally 5 to 10 working days for France and Belgium.

We are in no way responsible for delays caused by stoppages or slowdowns in transport caused by viruses, extensive controls, state blockages, demonstrations or any cause external to our good will.

 

How is my order shipped?
Delivery is made to mailbox with automatic tracking (no need to be present).
Deliveries are always made to the address indicated when ordering. Delivery to a relay point is not yet possible.

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 several separate packages.

How can I track the delivery of my order?
You will receive emails at the different stages of your order (order, payment, confirmation, shipping, etc.).
Tracking is assured, you will receive a tracking number by email to follow the progress of your package. Also remember to check your spam folder.

However, if you would like to ask us a question:
info@guappaa.com or with the contact form.
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 whether 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 help you.

The item I received is broken/defective

Despite our rigorous 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 time?
You have the option of returning an item to us within 14 days of receiving it. If 14 days have passed since we 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 unused and in the same condition you received it. It must also be in the original packaging.
Contact our customer service with your order number. You will find your order number on the order confirmation email we sent you.
Simply fill out the returns form. Sign it then send it by email to info@guappaa.com

What are the return costs?
Returns are free for any order that remains open and of at least the same value.

Returns become chargeable from the second return.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item worth more than $75, you should consider using a shipping service that allows you to track the shipment or purchasing shipping insurance. We do not guarantee that we will receive the item you return to us.

Can I exchange an item?
We only replace an item if it is defective or damaged. If in this case you want to exchange it for the same item, send us an email.

How do I get reimbursed?
Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also notify you of our decision whether to approve or reject your refund request.
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 14 days of receiving the return.

Late or missing refunds (if applicable)
If you have not yet received your refund, please check your bank account again first.
Next, contact your credit card issuer, as there may be a delay before your refund is officially posted.
Then contact your bank. There is often a processing time required 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 was sent directly to you, you will receive a gift credit equal to the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and he will know that you returned the item.

Offers and promotions

What should I do if my promotional code doesn't work?
Check the correct entry and expiration date of your promotional code. If this still does not work, contact our customer service.

Security

Is my information secure?

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

If you provide us with your credit card information, it will be encrypted through the use of SSL security protocol and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements.