Returns Policy
Wrong, damaged or expired product
Check your shopping at pickup: if something is wrong, we sort it out right there at the counter.
If you only notice at home (wrong item, damaged packaging, expired or faulty product), write to us as soon as you can, ideally within 48 hours of pickup, with a photo of the product and your order number.
You choose the fix: a replacement, a store voucher or a full refund.
Legal guarantee
All products are covered by the legal guarantee of conformity under the Italian Consumer Code (art. 128 and following). The 48 hours are a request so we can check the problem quickly: they do not limit this guarantee.
Change of mind and right of withdrawal
The 14-day right of withdrawal applies to purchases made at a distance. On our website an order is a reservation: the purchase is completed in the shop, when you pick up and pay, so the right of withdrawal does not apply.
If you no longer need a product, you can simply leave it at pickup, before paying.
Terms and conditions, section 8
How to report a problem
Write to us with your order number and what happened:
- WhatsApp: +39 324 261 3984
- Email: giaogiaomarket@gmail.com
- In store: Via Lippi e Macia 49/A, Florence (Mon-Sat 09:00-21:00)
Refunds
We refund with the same method you used to pay in the shop. For card payments, the time the money takes to arrive depends on your bank, typically 5 to 10 business days.
Glovo and Deliveroo orders
For orders placed through Glovo or Deliveroo, report the issue directly in the platform app (order help section): refunds and replacements are handled by them. If you can't get it solved, write to us and we'll help.
Frequently asked
Can I return a GiaoGiao Market product I no longer need?
The 14-day right of withdrawal applies to purchases made at a distance, and at GiaoGiao Market an order on the website is only a reservation: the purchase is completed in the shop, at pickup and payment. So the right of withdrawal does not apply. If you no longer need a product, you can simply leave it at pickup, before paying.
What if a product is wrong, damaged or past its date?
Check your shopping at pickup: if something is wrong, GiaoGiao Market sorts it out right there at the counter. If you only notice at home, write to the shop as soon as you can, ideally within 48 hours, with a photo of the product and your order number: you choose between a replacement, a store voucher or a full refund. The legal guarantee of conformity still applies.
How do I get my refund?
GiaoGiao Market refunds with the same method you used to pay in the shop. For card payments the money then takes as long as your bank needs, usually 5 to 10 working days.
How do I report a problem with a Glovo or Deliveroo order?
For orders placed through Glovo or Deliveroo, raise it in that platform's app, in the order help section: refunds and replacements are handled by them. For orders placed on the GiaoGiao Market website, write to the shop directly.