Frequently Asked Questions

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Contact Us

How do I contact you?

Please email us at gigiandtom@haeven.com.au Our hours of operation are Monday – Friday 9am – 5pm excluding
public holidays. Please allow 72 hours for a response. Our system populates tickets oldest to newest.

Our system collates all emails, Instagram messages, Contact Us Forms & Messenger enquiries, so you only need to contact us via
one method.

General Product & Troubleshooting

Can I cancel or change my order once I've placed it?

We are not always able to change
orders once placed, as we endeavour to pack and post orders daily however, please contact our customer service team at gigiandtom@haeven.com.au and we will do our best to help you.

I enetered the wrong address at checkout, what should I do?

We are not always able to change
orders once placed, as we endeavour to pack and post orders daily however, please contact our customer service team at gigiandtom@haeven.com.au and we will do our best to help you. We are not responsible for
re-shipping costs if the package has been dispatched prior to us attempting to change your address.

I have not received my order confirmation, what should I do?

Order confirmations are sent via SMS or email immediately after placing your order, depending on the details you have provided. 

If you have provided your email and you can’t see your order confirmation, please check your junk mailbox.

Do you offer discounts and promotions?

Yes! Sign up to our e-newsletter to receive special offers first.

My promo code doesn't work or I haven't received it

Promo codes can only be used once & cannot be combined with any other offer or promotion.

Our 10% off Welcome Code is not applicable to Sale
product.

If you haven’t received your Welcome Code email, please check your junk mailbox. If the email is not in your junk mailbox this is commonly because you have subscribed at an earlier date, so you need to search your inbox. The Welcome Code will expire after 6 months.

Will you restock sold out products?

If we do plan to restock an item, the product will remain on site with a ‘Back in stock soon’ message.

Can I tag your products on my social?

Share your GIGI&TOM style with us for your chance to win a $250 Gift Card, we draw a winner every month!

Take a photo or video of your GIGI&TOM Products & StylePost your photo or video to Instagram @gigiandtom_ or TikTok
@gigi.and.tom and tag us, you can also use #gigiandtom if you
wish! Make sure your profile is public so we can see your post &
re-share.

For details visit
https://gigiandtom.com.au/pages/terms-and-conditions

Do you give back?

Yes, we believe that together we can make a difference.  We donate $1 from every sale to a life changing project via I=CHANGE

Our current charity partners are Feed Aussies in Crisis, Restore the Land and Keep Girls in School

For more information visit https://gigiandtom.com.au/pages/i-change

Shipping Information

I placed an order, when will my package arrive?

Our team work hard to ensure orders are sent out as soon as possible, however please allow for delays of 2- business days for your order to be processed and dispatched during promotions,
public holidays and over holiday periods. Deliveries are made Monday to Friday, between 9am and 6pm (Public holidays excepted).

How can I track my order?

Once your order has left our
warehouse, you will receive an SMS or email with your tracking details.
Please note it can take up to 24 hours for the tracking details to reach your inbox.

You can track your order by
entering your consignment number at https://auspost.com.au/mypost/track/#/search

I have only received part of my order

Depending on the size of your order
it may be dispatched in multiple parcels that Australia Post may deliver at different times. If you have not received your complete order, please check your tracking details by entering your consignment number at https://auspost.com.au/mypost/track/#/search before contacting us.

My order is delayed, lost, or stolen

Australia Post may experience delays that are outside of our control. If your parcel is lost by Australia Post we can submit
an enquiry for you & we will do our best to compensate you.

If your parcel is delivered and then stolen, unfortunately we cannot take responsibility for this, as we have completed your
purchase & delivery to your provided address.

We are not responsible for re-shipping if your order is returned to our Warehouse due to you providing an incorrect or incomplete address or failure to accept or collect delivered packages.

Do you offer express post?

At this stage we do
not offer express post.

Do you ship internationally?

At this stage we do not ship
outside of Australia.

Returns Information

My product has arrived damaged

Please contact us as soon as you receive your order by contacting us at gigiandtom@haeven.com.au with images of the damage, your order number and the email you used to make the purchase.

Do you accept change of mind returns?

We may offer you a refund within 30 days of you receiving your order, provided the products are returned to us in accordance with our terms and conditions. The items must be returned in their original, unwashed, and unused condition with all packaging & tags still attached.

If your items meet our terms & conditions, we will provide you with a pre-paid Returns Slip. Please note a flat fee of $9.95 or the relevant oversize delivery rate will be deducted from your refund to cover the cost of return shipping for change of mind returns.

If you wish to enquire about a change of mind return, please contact the team via email at gigiandtom@haeven.com.au with details of your order number and the email you used to make the purchase. Please do not ship back any items before you contact our customer service team.

Can I exchange an item on my order?

We do not offer exchanges. If you
would like to exchange a product, please return the original item, and place a new order.

We may offer you a refund within 30 days of you receiving your order, provided the products are returned to us in accordance with our terms and conditions. The items must be returned in their original, unwashed, and unused condition with all packaging & tags still attached.

If your items meet our terms & conditions, we will provide you with a pre-paid Returns Slip. Please note a flat fee of $9.95 or the relevant oversize delivery rate will be deducted from your refund to cover the cost of return shipping for change of mind returns.

If you wish to enquire about a change of mind return, please contact the team via email at gigiandtom@haeven.com.au with
details of your order number and the email you used to make the purchase.
Please do not ship back any items before you contact our customer service team.

Billing & Accounts

What payment methods do you offer?

Visa

Mastercard

American Express

Paypal

Afterpay

Apple Pay

Google Pay


 

Gift Cards

How long is my Gift Card valid for?

Gigi&Tom Gift Cards/Vouchers are valid for 3 years from date of purchase, irrespective of when the recipient may receive it.

Does My Gift Card start working straight away?

Your Gigi&Tom Gift Card will be activated within 24hrs of purchase.

What can I purchase with my Gift Card? are their any exclusions?

Gigi&Tom Gift Cards can be redeemed against all products except other Gigi&Tom Gift Cards. They are non-transferable and may not be returned or redeemed for cash.Taxes (such as GST) and/or shipping is still applicable on any products purchased with a Gigi&Tom Gift Card. All Gigi&Tom Gift Card amounts are in Australian dollars (AUD).

Once the balance is zero can I top it up?

Once your Gigi&Tom Gift Card has expired or reached a zero balance, it is no longer valid and cannot be reloaded, reactivated or refunded.

Contact Us

Can’t find an answer? Click below to get submit an enquiry or email us at gigiandtom@haeven.com.au

Contact Us