Shipping Policy

Online Purchase Refund & Returns Policy

If you wish to cancel an order, please contact Giulia Secret customer service via our online team or email. If the items have not yet been shipped, we will cancel the order and process a refund. Please note there will be a deduction for merchant fees (such as Stripe, PayPal, or ZipPay), as Giulia Secret does not receive these fees back. Refunds will be issued using the original payment method. Orders involving custom-made items, modifications, alterations, or resizing requested by the customer cannot be cancelled before shipping or refunded after purchase.

Items returned within 30 days from the invoice date may be eligible for a refund if approved by management. However, administrative fees (up to 5% of the total order amount), shipping charges, and merchant fees are non-refundable.

Before returning any item, customers must contact Giulia Secret (via online customer service or email), quoting the order number and reason for return, to receive authorization via email or text.

Returned products must be in their original packaging, including all instructions, warranty documents, and parts. Original tags must be intact, and items must be fully resalable with no signs of use. Protective coverings on watches must not be removed, and items must not have been assembled, worn, or used. Please include a copy of the invoice with the return shipment. Giulia Secret reserves the right to decline refunds for items that do not meet these conditions and will return them to the customer at the customer’s expense.

Customers are responsible for the parcel and contents until they reach our warehouse. We strongly recommend using registered mail and keeping proof of postage. Giulia Secret is not liable for lost or damaged goods during transit. Please package returns securely as per the original shipment to ensure they arrive in resalable condition. If Giulia Secret provides a return shipping label, customers should take the parcel to their chosen post office and lodge it at the counter.

If an item arrives faulty or damaged, please contact our Customer Care team immediately. We will guide you through the next steps. The same applies if you receive an incorrect item. Please note that we cannot replace an incorrect item until it has been returned to us.

For faulty items, we will work with the supplier to arrange a replacement, subject to availability. If a replacement is not possible, we will refund the purchase price and any shipping charges.

Returns incur administrative and merchant fees for Giulia Secret. Refunds do not include transaction charges (which can be up to 6.5% of the total order value). We reserve the right to refuse future orders from customers with excessive or unfair return histories.

Giulia Secret is an authorized dealer for all our watch brands. Watches come with a manufacturer’s warranty. If there is a problem, we send the watch to the manufacturer for assessment, or provide forms to submit warranty claims directly to expedite the process. The assessment time varies by manufacturer. Refunds or replacements depend on the manufacturer and cannot be expedited. If no issues are found, the customer is responsible for return postage. Please refer to the manufacturer’s website for repair and warranty instructions.

Buy Now Pay Later Refunds

Refunds for Buy Now Pay Later purchases will be processed minus any merchant fees charged by the providers.