Customer Service

How do I contact Customer Service?

If you have a question regarding online orders, fit, or finding out what style might be right for you, please reach us by emailing: customerservice@giodiev.com or by calling the following number: USA +1 212.810.9418

For press inquiries, please contact: press@giodiev.com

For wholesale inquiries, please contact: sales@giodiev.com

For all other inquiries, please send an email to: customerservice@giodiev.com

Fit Guide

GIO DIEV uses Italian sizing. To help you choose your equivalent size, simply refer to our international size chart below.  

ITALY

36

36.5

37

37.5

38

38.5

39

39.5

40

40.5

41

41.5

US

5.5

6

6.5

7

7.5

8

8.5

9

9.5

10

10.5

11

UK

3

3.5

4

4.5

5

5.5

6

6.5

7

7.5

8

8.5

JAPAN

23

23.5

24

24.5

25

25.5

26

26.5

27

27.5

28

28.5

Heel and platform height may vary by size.  Due to the nature of natural hides, size of scales, patterns and shade may vary from pair to pair.  

How do I find a specific item?

If you are looking for a particular style or color, use the search function on the top right.  Use our navigation links under “SHOP NOW” to browse by style or see all styles.  You can also filter your search by heel height or toe shape by clicking the links at the top of each category page.

How do I know if an item is in stock?

We will accept pre-orders when we show our new collections during Paris Fashion Week. These items will be clearly marked as pre-order on the product page. This means that you can choose your favorites and we will custom make them in your size as per your order.  A 50% deposit will be due at checkout.  You will be emailed an invoice for the balance due when your pairs are ready for shipment, plus any applicable taxes, duties and shipping charges.  Once the balance has been paid, we will ship your pair to your shipping address indicated in your order.  Estimated delivery dates for pre-orders will be indicated above the production description.

If a particular style is not marked as "pre-order" at the beginning of the description, then it is available for immediate shipment for the sizes that are available.  If a size is out of stock, you will not be able to add it to your cart and a sold out message will appear.

What if an item I want is out of stock?

If you are looking for a particular style or size or wish to inquire regarding a custom order, please contact customerservice@giodiev.com and we will try to locate it for you or accommodate your request. 

Do I need to register for an account to place an order on giodiev.com?

You can place an order on our website without registering, but we recommend that you create an account as you will be able to save your billing shipping address for faster checkout and receive new arrival emails so you are always first to know about our products.

What should I do if I've forgotten my password?

If you cannot remember your password, click on the ‘LOG IN’ link at the top of the website and click on 'FORGOT YOUR PASSWORD'. This will direct you to a page where you can enter your email address and click 'SUBMIT'. We will then email you a link for resetting your password.

How do I complete a purchase?

Complete your purchase in just a few simple steps:

  • Browse through the styles in the SHOP NOW section of the site.

  • Click on an image to access the item's product page where you can view more information, and check the size and color options available.

  • Add item(s) to your shopping cart by selecting your size and color, then click on the ‘ADD TO CART' button.

  • Review the items you have selected by clicking on the ‘CART’ icon. To delete an item from your shopping cart, change the quantity to 0 and click the ‘UPDATE’ button. To change the number of items change the quantity and click on the 'UPDATE' button.

  • Resume shopping after viewing your shopping bag by clicking the 'CONTINUE SHOPPING' button. Please be aware that when an item is in your shopping cart another customer can still purchase it.

  • Finalize your purchases by clicking on the 'PROCEED TO CHECKOUT' button and follow the instructions.

If you are interested in an item which is not available to purchase online, you can email us and we will try and locate the product from one of our stockists and arrange a mail order purchase for you.

Can I add a new item to an existing order? 

We are unable to add a new item to an order once it has been placed.  We recommend that you place a new order for the additional items required. For order assistance, please contact customerservice@giodiev.com.

What payment methods does GIO DIEV accept? 

We accept Visa, MasterCard, American Express, and Discover Cards.

Payment will be debited and cleared from your account upon receipt of your order by SHOPIFY PAYMENTS BY STRIPE who will confirm that the credit card that is being used is yours. All credit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorise payment to STRIPE, we will not be liable for any delay or non-delivery.

Please note that GIODIEV.com orders are priced in US Dollars and will be charged as such.  Any currency exchange for purchases made from outside of the US or credit card fees related to any purchases are according to the agreement with your card issuer.  This is out of GIO DIEV’s control and therefore these fees are non-refundable by GIO DIEV.

Is it safe to use my credit card online at GIODIEV.COM? 

When you complete your purchase, our website provider Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. GIO DIEV LLC does not store your credit card data.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.  PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

How will I know you received my order? 

After you place your order, you will receive an email confirming that your order has been received. Once your credit card has been approved, the receiving address has been verified, and the item has been located, your order will be accepted and the item will then be shipped, unless it is a preorder.  

If you order an item that is only available via pre-order, we will charge your credit card for 50% of the purchase price, and email you an order confirmation.  When your pre-order item is ready to ship, during the specified time frame, we will email you an invoice for the balance due plus any applicable taxes, duties and shipping charges.  Once the balance has been paid, we will ship your order to the specified shipping address and send a shipping confirmation email.

In the rare instance that any product(s) you have ordered are unavailable, we will notify you by email or telephone and will only charge your credit card for the value of items in stock.

Which countries does GIO DIEV ship to? 

GIO DIEV is pleased to offer free shipping worldwide. We ship to the following countries/regions on a DDP (Delivery Duty Paid) basis. This means all import duties / customs taxes are included within the purchase price and applicable sales tax/VAT is calculated at checkout.

United States

Canada

Puerto Rico

European Union

We also ship to various other countries on a DDU basis (Delivery Duty Unpaid). This means you will be liable for any local sales taxes or import duties which may be charged on the purchase.  

For more information on our shipping policies and rates, please click here.

Does GIO DIEV ship to PO Boxes?

Due to shipping restrictions we are unable to ship to post office boxes. We recommend that you provide a suitable shipping address where we can obtain a signature on delivery. This address should be your billing or work address.

Does GIO DIEV ship to multiple address?

During the checkout process, you will be asked to select the shipping address for your order. At this time, you can only ship your online order to one location. If you are placing an order that includes gifts, we suggest you place separate orders for each address you wish to ship to.

Can I change my shipping address once my order has been placed? 

We are unable to change the shipping state or country once an order has been placed. Should the shipping address need to be amended, a new order will need to be placed.

Do I need to sign for my order?

Yes, please make sure you provide a suitable shipping address where you are able to sign for your parcel on arrival.

When will I receive my order? 

Items that are pre-orders will be shipped as soon as the artisans in our Italian factory finish hand making your pairs.  The estimated delivery window will be clearly indicated at the top of the description on the product page.

Orders for in-stock items will be processed within 48 hours during business days. Your order will be shipped once payment has been approved and the delivery/billing address has also been verified.

Tracking information will be provided with your shipping confirmation.  Delivery times should be used as a guide and commence from the date of dispatch.

Domestic orders are shipped via FedEx, Monday to Friday from 9am-5pm and International orders are shipped via DHL or FedEx, Monday to Friday from 9am-5pm.  Shipping timeframes will vary based on your location.

How much will I be charged for shipping, taxes and duties?

GIO DIEV is pleased to offer free standard shipping worldwide.

Destination

Standard Shipping

Express Shipping

United States

Free

$25

Canada/Puerto Rico/Mexico

Free

Please Inquire

European Union

Free

Please Inquire

Central/South America

Free

Please Inquire

Asia Pacific

Free

Please Inquire

Middle East

Free

Please Inquire

 

NYS sales tax plus any other applicable local NYS taxes will be charged on all orders shipping to New York State. No other tax or import duty will be applied to orders shipped within the USA.  

For orders shipped to the European Union, appropriate % VAT will be calculated at checkout.  

For all other countries outside the USA, orders will be shipped DDU (Delivery Duty Unpaid) and the recipient will be responsible for any local sales taxes, import duties or courier/brokerage fees which may be charged on the purchase and collected upon delivery.

Before finalizing payment the customer will be able to review NYS sales tax, VAT and additional shipping charges, if applicable, and then proceed to purchase.  Any additional fees for DDU shipments will be calculated and collected by the courier.

Is my personal information kept private? 

We will treat all the information you share with us as private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the GIO DIEV privacy policy. In order to register as a user at GIO DIEV, we will need to know your name, mailing address and email address. To process credit card orders online, we will also require the following information: your billing address, shipping address, telephone number, credit card number and expiration date.

We will use your billing and credit card information to process your order and inform you of its delivery. Please note that GIO DIEV does not store your credit card details on the GIO DIEV website, and these details are therefore protected from any breach of security at the GIO DIEV website. We may also use information we collect to inform you of new goods and services via emails. If you do not wish to receive these emails, please send an email to customerservice@giodiev.com with UNSUBSCRIBE in the subject line.  Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user's qualifications and to bill the user for products.

How can I track my order?

To check on the progress of your shipment, please send an email to customerservice@giodiev.com, including your full name, shipping address and order number.

Is my package insured? 

Your GIO DIEV order is insured in transit against theft and accidental damage until it reaches the delivery address specified. Once your purchase has been delivered and signed for, it is no longer covered by insurance.

How do I return or exchange an item? 

We happily accept the return of all unworn online orders within 14 days of receipt of your order. To return any unwanted items, simply follow the below instructions.

Domestic Returns

  1. Send an email to customerservice@giodiev.com to request a Return Authorization (RA). We request that all Return Authorizations are requested within 14 days of the receipt of your order.

  2. Carefully package your items in their original packaging with a copy of your Return Authorization and proof of purchase.

  3. Return to the address specified on your Return Authorization.  We recommend that you track, insure and require signature upon delivery for all returns via FedEx, UPS or DHL.  We cannot be held responsible for any returns that are not sent with tracking, insurance and signature required.  

International Returns
  1. Send an email to customerservice@giodiev.com to request a Return Authorization (RA). We request that all Return Authorizations are requested within 14 days of the receipt of your order.

  2. Sign four copies of the returns proforma invoice that you received with your Return Authorization and fill out any applicable airbill paperwork.

  3. Return to the address specified on your Return Authorization.  We recommend that you track, insure and require signature upon delivery for all returns via FedEx, UPS or DHL.  We cannot be held responsible for any returns that are not sent with tracking, insurance and signature required.

We will notify you once your return has been received, approved and processed.

For futher information, please see our RETURNS POLICY.

How can I return a faulty item?

In order to facilitate the return of faulty items you must obtain a Return Authorization by emailing us at customerservice@giodiev.com and follow the standard returns process as detailed above. Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault within a period of 6 months after delivery. All items returned as faulty will be inspected and any items deemed damaged due to ordinary wear and tear will not be accepted as faulty.

Exchanges are possible if the item is available. We can only exchange faulty items for the same item in the same size, subject to availability. If you wish to exchange, please make your request clear when requesting your Return Authorization.

Where possible items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees.

How can I return a sale item?

The policy for returning sale goods is the same as above for normal returns. A Return Authorization should be requested within 14 days of receiving your order. Any items returned outside of this timeframe are accepted at the discretion of GIO DIEV.  Any items marked “as is”  "sample" or “final sale” are not returnable.

If you need assistance returning your purchase, email us at customerservice@giodiev.com

Will I receive a full refund?

All undamaged, correctly returned products will be credited to the original purchaser's credit card excluding shipping charges. If your order has been sent to a destination within the US, all sales taxes will be refunded. Outside the US, customs duties, sales taxes and shipping related fees are non refundable.

If you have any further questions, feel free to contact us at customerservice@giodiev.com.