Frequently Asked Questions

You do not need to create an account to place an order. However, an account allows you to track your orders, view your purchase history, edit your details and save items to your favourites.

To place an order, add the items to your basket, proceed to checkout, enter your delivery details, choose a shipping method and complete the payment. Once the purchase is complete, you will receive a confirmation email with your order details.

If you experience any difficulties, contact our Customer Service team.

You can only cancel an order or change its items before it enters preparation or is dispatched. Contact our Customer Service team immediately, but please note that we cannot guarantee a change if preparation has already started.

If you need to change the address after dispatch, this will depend on the carrier. For prepaid orders, we will try to request the change, but we cannot guarantee that it will be accepted. For cash-on-delivery orders, we can only correct or add details to the existing address; the full address cannot be replaced and the order cannot be redirected to a different destination.

If it is no longer possible to cancel or change the order, you may request an exchange or return after receiving it.

Orders confirmed by 4:30 p.m. on business days, Lisbon time (GMT/GMT+1), are prepared and dispatched on the same day. Orders placed after this time, at weekends or on a public holiday will be dispatched on the next business day.

During periods of high demand, such as promotional campaigns, Black Friday or Christmas, preparation may take slightly longer.

Once your order has been dispatched, we will email you the tracking number on the next business day.

On the expected delivery day, the carrier will send you an out-for-delivery notification. If you have an account, you can also check the order status in “My Account”. If you checked out as a guest, use the tracking link sent by email.

You can track your order directly on the carrier’s website using the tracking number:

• DPD
• DHL Parcel
• DHL Express

If the tracking information has not been updated for several days, contact our Customer Service team.

Start by checking the spam, promotions or junk folders of the email address used for the purchase.

If you cannot find the confirmation, check whether the payment was completed. If the amount was charged, contact our Customer Service team and provide your name, email address, amount paid and payment method so that we can confirm whether the order was registered.

Avoid placing a new order before we confirm this, so that you do not end up with a duplicate purchase.

During checkout, enter your tax number in the “Tax Number” field.

If you need an invoice issued to a company, enter the company details in the billing address. If the delivery address is different, select the option to use a different billing address.

If you completed the purchase without entering these details, contact our Customer Service team as soon as possible. Once the invoice has been issued, it may no longer be possible to change the tax details.

You can add a personalised message in the order notes, available in the basket before completing your purchase.

If you would like the order to be sent without an invoice inside the parcel, mention this in the notes and contact our Customer Service team so that we can confirm the request. The invoice can be sent by email or viewed in your customer account.

We ship to all European Union countries and to most countries across the Americas, Asia, Africa and Oceania. We currently do not ship to Russia, Ukraine or Brazil.

Shipping availability will be confirmed when you select your country or region on the website and during checkout.

Shipping costs depend on the destination country, delivery method and items included in the order. The available rate for your order will be shown at checkout before payment.

You can also view the shipping costs and delivery methods on our Shipping page.

The times below are estimates, start from the date of dispatch and depend on the carrier available for each destination:

• Mainland Portugal — DPD: 1–2 business days;
• Madeira and the Azores — DPD: 5–8 business days;
• Mainland Spain — DPD: 1–2 business days;
• Balearic Islands — DPD: 2–4 business days;
• Canary Islands, Ceuta and Melilla — DPD: 5–10 business days;
• Andorra — DHL Express: 2–3 business days;
• Gibraltar — DHL Express: 5–8 business days;
• Cyprus and Malta — DHL Express: 1–2 business days;
• Greece — DHL Express: 1–2 business days;
• France, Belgium and Luxembourg — DHL Express: 1–3 business days; DPD: 4–6 business days;
• Switzerland — DPD: 4–6 business days;
• Iceland, Bosnia and Herzegovina, Norway and Serbia — DPD: 8–10 business days;
• Denmark, Finland, Romania and Bulgaria — DHL Express: 1–2 business days; DPD: 8–10 business days;
• Austria, Croatia, Czechia, Germany, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Ireland, Estonia, Latvia, Lithuania, Monaco and Sweden — DHL Express: 1–2 business days; DPD: 4–8 business days;
• United Kingdom — DHL Express: 3–5 business days;
• United States and Australia — DHL Express: 3–5 business days;
• Rest of the world — DHL Express: 3–5 business days. Delivery delays may occur.

Delivery times may change due to weekends, public holidays, promotional campaigns, weather conditions, carrier disruptions or customs procedures.

If your order exceeds the estimated delivery time, contact our Customer Service team so that we can investigate.

National public holidays in Portugal in 2026 that may affect preparation and dispatch: Jan 1, 2026; Apr 3, 2026 (Good Friday); Apr 5, 2026 (Easter Sunday); Apr 25, 2026; May 1, 2026; Jun 4, 2026 (Corpus Christi); Jun 10, 2026; Aug 15, 2026; Oct 5, 2026; Nov 1, 2026; Dec 1, 2026; Dec 8, 2026 and Dec 25, 2026.

Free shipping is available for mainland Portugal and mainland Spain on orders over €75 that contain only new-collection items.

If the basket includes at least one sale item or if you use a discount code, the applicable shipping costs will be charged. See full details on our Shipping page.

Yes. During checkout, you can enter one address for delivery and select the option to use a different billing address.

Check all details before completing the purchase. After dispatch, any change will depend on the carrier. For cash-on-delivery orders, we can only correct or add details to the existing address; the full address cannot be replaced and the order cannot be redirected to a different destination.

Orders shipped to destinations outside the European Union or outside the customs territory of the European Union may be subject to customs duties, taxes or import charges upon delivery. Orders shipped to the United States and Australia are always subject to customs procedures and charges.

The amount is determined by the authorities in the destination country and is not included in the price of the items or in the shipping costs paid to Gianni Kavanagh.

If you refuse the order or do not pay the customs charges, it will be returned to our warehouse. The original shipping costs will not be refunded. The return shipping cost and any unpaid customs charges will be deducted from the amount to be refunded.

Before placing an order, we recommend checking with the customs authorities in the destination country.

If the parcel shows visible damage, report it to the carrier at the time of delivery whenever possible.

Photograph the parcel before opening it and keep the packaging until the issue has been resolved. After opening it, check the items and photograph any damage or missing goods.

Contact our Customer Service team immediately, provide the order number and send photographs of the parcel and the affected items.

Start by checking whether the order was received by someone else at the address, a neighbour or the building reception, or whether it was delivered to a pickup point.

If you still cannot find the order, contact our Customer Service team immediately and provide the order number and tracking number. We will contact the carrier to find out where and to whom it was delivered.

Check the tracking information to see whether another delivery attempt will be made or whether the order has been sent to a pickup point.

If the address is incomplete or incorrect, contact us immediately. For prepaid orders, we will try to request an address change from the carrier, but we cannot guarantee that it will be possible. For cash-on-delivery orders, we can only correct or add details to the existing address; the full address cannot be replaced and the order cannot be redirected to a different destination.

If the order is returned to our warehouse because nobody was available, the address was incorrect or the parcel was not collected, you may have to pay for a new shipment to receive it again.

If you refuse or fail to collect a cash-on-delivery order, it will be returned to our warehouse and you will no longer be able to use this payment method for future orders.

If the order was paid for in advance, the return shipping cost will be deducted from the amount to be refunded. The original shipping costs will not be refunded.

You can register your request on our Exchanges and Returns Platform within 30 calendar days of receiving your order.

The following options are available:

• Size exchange: you can exchange the item free of charge for the same style in another size. The platform only shows the sizes currently available;
• Gift card: you will receive the full value of the returned items, with no return fee. The gift card is valid for 365 days and can be used on a new order;
• Refund: a return fee will apply and will be deducted from the amount refunded. The original shipping costs are non-refundable.

All returns must reach our warehouse and be approved before we process an exchange, gift card or refund. See the applicable costs in our Exchanges and Returns Policy.

Free exchanges are only available for the same item in another available size. If you would like a different style or colour, choose a gift card or refund and place a new order. If you choose a refund, the applicable return fee will be charged.

Sale items or items purchased with a discount code can be exchanged or returned under the usual conditions.

Items with a 70% discount are considered final sale and cannot be exchanged or returned under our 30-day commercial returns policy. This condition is clearly shown on each product page before purchase, without affecting any applicable statutory rights.

Start by registering your request on our Exchanges and Returns Platform. Once you have completed and submitted the form, you will receive instructions by email for your country and selected carrier.

For DPD returns, the parcel must be dropped off at a DPD Pickup point. Home collection is only available in Austria, Bulgaria, Croatia, Czechia, Hungary, Ireland, Italy, Lithuania, Romania and Switzerland.

For DHL Express returns, the parcel must always be dropped off at a DHL Express service point.

Do not send a return without registering it on the platform first. Shipments made outside this process are the customer’s responsibility, including the related costs and any damage or loss.

You have 30 calendar days from receiving the order to register the exchange or return on the platform.

Orders placed between Nov 1, 2026 and Dec 31, 2026 have an extended exchange or return period until Jan 31, 2027, provided that the items show no signs of wear or misuse.

Items must be in their original condition, show no signs of wear and have all tags attached. We do not accept used items, items without tags or returns without the invoice.

Place the items and invoice inside the original packaging. If you no longer have it or it is damaged, use suitable alternative packaging and seal it securely. We are not responsible for damage during transport caused by inadequate packaging.

You do not need to return items offered free of charge by Gianni Kavanagh.

Processing starts once the return reaches our warehouse and has been approved.

• Exchanges: 3–7 business days;
• Refunds: up to 20 business days.

In November, December, January, July and August, processing may take up to 30 business days for exchanges and 40 business days for refunds.

You will receive updates on the status of your return by email.

The refund will only be processed after the return reaches our warehouse and the items have been checked and approved.

The process can take up to 20 business days. In November, December, January, July and August, due to the higher volume of returns, it may take up to 40 business days.

The refund will be issued to the payment method used for the purchase. The original shipping costs are non-refundable, and the return fee for the country of origin will be deducted.

Once the refund has been issued, the time it takes for the funds to become available will depend on your bank or payment provider.

When you register the exchange on the Exchanges and Returns Platform, only the sizes available at that time will be shown.

If the size you want does not appear as an option, it is out of stock. You can then choose a gift card for the full value of the returned items, with no return fee, or request a refund, to which the applicable return fee will be applied.

Check whether you received an email stating that an item was unavailable or whether the order was split into more than one parcel.

If you have not received any information, contact our Customer Service team immediately and provide the order number and details of the missing items.

Register your request on our Exchanges and Returns Platform and attach photographs that clearly show the incorrect item or possible fault.

Our Production and Product Analysis Department will assess the item and confirm whether there is a manufacturing fault. Once the assessment is complete, we will contact you with the available solution, at no additional cost when the error or fault is confirmed to be our responsibility.

Available payment methods depend on the country and will be shown at checkout. They may include:

• Visa, Visa Electron, Mastercard and American Express;
• PayPal;
• Apple Pay;
• Klarna, in eligible countries;
• Bancontact, in Belgium;
• iDEAL, in the Netherlands;
• Sofort, in eligible countries;
• MB WAY, in Portugal;
• Bizum, in Spain;
• Cash on delivery, only in mainland Portugal and mainland Spain.

We do not accept cheques or bank transfers.

No. There is no additional fee for cash on delivery, and this method is only available in mainland Portugal and mainland Spain.

However, if you refuse or fail to collect a cash-on-delivery order, you will no longer be able to use this payment method for future orders.

Klarna allows you to split the purchase amount into three equal payments on eligible orders. Availability, minimum order value and approval depend on the country and Klarna’s assessment.

The dates and amounts of each payment will be shown at checkout and can be viewed in the Klarna app. For more information, see the Klarna terms that apply in your country.

At checkout, you will find a field where you can enter a gift card code or discount code.

Discount code:

• It must be used within the validity period and in accordance with the campaign terms;
• It may be limited to specific items, collections, countries or minimum order values;
• It must be entered exactly as received;
• Only one discount code can be used per order.

Gift card:

• It can be used across several orders until the balance is fully spent;
• It is valid for 365 days from the date of issue;
• If the balance is insufficient, you can pay the remaining amount using another payment method;
• It can be used together with a discount code, provided that the code is valid for the items and meets the campaign terms.

You can buy a gift card here.

Yes. Our store uses secure connections through TLS/SSL protocols, which encrypt communication between your device and the checkout.

Payments are processed by certified providers, and data is handled in accordance with our Privacy Policy.

A payment may be declined for several reasons, including incorrect details, insufficient funds, card limits, a security authentication failure or a block by your bank.

Check the details entered, try again or use a different payment method. If the problem continues, contact your bank or payment provider.

If the amount was charged but you did not receive an order confirmation, contact us before placing another order.

Check that the code was entered correctly, including letters, numbers and any spaces. Also check:

• The expiry date;
• The minimum order value;
• The eligible items or collections;
• Whether the code has already been used;
• Whether it can be combined with the promotion applied.

You can use a gift card together with a discount code, provided that the code is valid for the items in the order.

If the code still does not work, contact our Customer Service team before completing the purchase and send us an image of the error shown.

Yes. Sign in or create an account to add items to your favourites. You can then view them again later.

Saving an item to your favourites does not reserve it or guarantee stock availability.

On the product page, select “Out of stock? I want it!”, choose the size you want and enter your email address. You will receive a notification if the item becomes available again.

Setting up an alert does not reserve the item. Some items from previous collections may not be restocked.

On each product page, open the Size Guide and enter your height, weight, body type and preferred fit. The platform will estimate the most suitable size for you.

As the cut may vary depending on the style, also check the item’s fit and compare your details with the measurements of the model shown on the product page.

Check the “Washing instructions” tab on each product page and always follow the instructions on the care label inside the item.

Following these instructions will help preserve the item’s colour, shape and quality for longer.

We do not have a physical store and operate exclusively online.

If the item does not fit, you can request a free exchange for the same style in another available size or choose a gift card for the full value of the items, with no return fee. If you prefer a refund, the return fee for the country of origin will apply.

Our Customer Service team is available Monday to Friday, from 8:30 a.m. to 5:30 p.m., Lisbon time.

You can contact us through the contact form, social media or WhatsApp. If the automated service cannot resolve your query query, you can continue the conversation via WhatsApp.

During Black Friday, our opening hours are extended from Monday to Sunday until midnight, Lisbon time.

During busy periods, it may take up to 72 hours to receive a reply.

By subscribing to the newsletter, you will receive news about new items, campaigns, promotions and exclusive discount codes.

The welcome code and other promotions are subject to the terms and validity period stated in each campaign. You can unsubscribe at any time using the link at the bottom of our emails.