Return and Exchange Policy

Return and Exchange Policy
(Last Updated: November 20, 2025)

At Giordano, we strive to provide a seamless shopping experience for our Canadian customers. Our policy, informed by best industry practices, aims to be more comprehensive, customer-friendly, and operationally sustainable. This policy applies exclusively to both in-store and online sales, ensuring clarity for shoppers. For any questions or concerns, please contact our customer care team at contact@giordanocanada.ca .

1. General Guidelines

We want you to be fully satisfied with your Giordano purchase. If not, you can return or exchange eligible items under the following conditions:

• Proof of Purchase Required: All returns and exchanges must include the original receipt or order confirmation. Without it, we may deny the request at our discretion.
• Item Condition: Products must be unworn, unwashed, undamaged, and in their original packaging with all tags, labels, and accessories intact. We inspect all items upon receipt and reserve the right to refuse if they show signs of use, alteration, or non-compliance.
• Refund Method: We do not offer cash refunds. Refunds for eligible returns will be issued to the original payment method within 5-10 business days after approval. Processing times may vary based on your financial institution.
• Discount and Promotion Rules: Promotional items returned may result in adjusted refund amounts to reflect the discount value.
• Abuse Prevention: We monitor return patterns and reserve the right to limit or deny returns if we suspect abuse, such as excessive returns without corresponding purchases.
• Currency and Taxes: Refunds are processed in Canadian dollars (CAD) and include applicable taxes but exclude original shipping fees unless the return is due to our error.
• For any questions or concerns, please contact our customer care team at contact@giordanocanada.ca .

2. Returns

Returns are accepted for a full refund under these terms:

• Timeframe: Within 14 days from the date of purchase (in-store) or delivery.
• Eligibility: Applies to regular-priced items only. Clearance, marked-down, or Final Sale items are non-returnable and clearly marked as such during purchase.
• Exclusions:
o Hygiene-sensitive products, including underwear, trunks, tees, swimwear, or any items that come into direct contact with the body (e.g., socks, bodysuits).
o Personalized or customized items.
o Gift cards, which are non-refundable.
o Items damaged by customer misuse or without original packaging.
• Return Shipping: A flat $7.99 fee (plus taxes) is deducted from refunds for mail returns. However, returns for defective items are fully free, with Giordano providing prepaid labels and covering all costs.

• Process:

  1. Contact us at contact@giordanocanada.ca with your order number, item details, and reason for return.
  2. We'll provide a return authorization and shipping label if applicable.
  3. Pack the item securely in its original packaging, include the receipt, and ship to the provided address.
  4. Upon receipt and inspection (typically 3-5 business days), we'll process your refund.

• In-Store Return Option: For your convenience, you also have the option to return or exchange eligible items at any Giordano store in Canada. Simply bring your proof of purchase, and our team will be happy to assist you.

3. Exchanges

Exchanges allow you to swap for a different size, color, or style, subject to availability:

• Timeframe: Within 30 days from the date of purchase (in-store) or delivery.
• Eligibility: Applies to regular-priced items only. Clearance, marked-down, or Final Sale items are non-returnable and clearly marked as such during purchase. Exchanges for defective items are prioritized and can be processed within 30 days.
• Value Rules: Exchanges must be for items of similar or higher value. If the new item costs more, you'll pay the difference. We do not provide refunds or credits for lower-value exchanges—the exchange value cannot be transferred or redeemed for cash.
• Unavailable Items: If your desired exchange is out of stock, we'll issue a store gift card for the original item's value (excluding shipping). Gift cards expire 3 months from issuance and can be used online at giordano.ca or in-store.
• Exchange Shipping: For mail-in exchanges, a return shipping fee of $7.99 (plus taxes) applies. Giordano will cover the shipping cost of sending your replacement item back to you at no extra charge. For defective items, all exchange-related shipping fees are fully waived.

• Process:

  1. Email contact@giordanocanada.ca with your order number, current item details, and preferred exchange options.
  2. We'll confirm availability and provide instructions.
  3. Return the original item via mail or in-store (if available in Canada).
  4. Once received and approved, we'll ship the new item at no additional shipping cost to you.

• In-Store Exchange Option: For your convenience, you also have the option to return or exchange eligible items at any Giordano store in Canada. Simply bring your proof of purchase, and our team will be happy to assist you.
• Defective Merchandise: If an item arrives damaged or becomes defective within 30 days due to manufacturing issues (not wear and tear), contact us immediately for a free exchange or refund. Provide photos for faster processing.

4. Holiday Extended Exchange Policy

To accommodate holiday gifting, we offer an extended exchange period:

• Applicable Purchases: Items bought in-store or online between November 1, 2025, and December 31, 2025.
• Extended Window: Exchanges can be made until January 11, 2026.
• Exchange Shipping: All standard exchange condition applies, please see exchange policy for standard exchange shipping cost.
• Rules: All standard exchange conditions apply, including item condition and exclusions. Exchanges must be for similar or higher value items, no downgrades or cash equivalents. If the desired item is unavailable, a store gift card will be issued for the original value, expiring 3 months from the date of issuance.
• Process: Follow the standard exchange steps, noting the holiday purchase in your email to ensure the extension is applied.
• For any questions or concerns, please contact our customer care team at contact@giordanocanada.ca .

5. Additional Information

• International Considerations: This policy applies to Canadian online and In-store sales only.
• Changes to Policy: We reserve the right to update this policy; changes will be posted on https://giordano.ca/pages/refund-exchange . Continued use of our site constitutes acceptance.
• Customer Support: For assistance, email contact@giordanocanada.ca or visit our website. Response times are typically within 24-48 hours.
• Legal Notes: This policy complies with Canadian consumer protection laws, including those under the Consumer Protection Act. Disputes can be resolved through our support team or applicable regulatory bodies.