Frequently Asked Questions

RETURNS ARE HASSLE FREE!!

Visit our Return Policy Page for in depth details

That's right! You will just have to fill out a short form & we will send you the return label! If for any reason you're not happy with the product we will take all responsibility!

The Basics

• You must contact us within 7 days of your package being received with any issues.
• All returns packages must be received within 20 days of the date your order shipped from us.  Due to shipping delays from COVID, if your return gets held up during shipping this will NOT be held against you.
  
• Refunds can only be issued to your original payment method or you can receive a gift card to your email for store credit!
• We do not have an "exchange" process - simply return your item and place a new order for the alternate item.  We will refund for the original order as appropriate (see below).
• • Discounted items are final and cannot be returned or exchanged (these items will also be noted in their description if they are not able to be returned)
  • Returned items must have tags still on and be returned in original packaging
  • Returned items must have no visible signs of wear or use

Shipping is non-refundable, except in cases where we have made a shipping error and/or something else happened during shipping. If we messed up, we take FULL RESPONSIBILITY!

Non-Refundable Items

• Returns received after 30 days of the original order shipment date.
• Returns received in used, damaged or worn condition.
• Any special offers where terms state that sale is final.

No Returns or Credits for Items Shipped Internationally

How to Return Something
If you purchased insurance during checkout & you need to return due to damage during shipping or an item lost.  It is extremely simply, just go to https://reimbursements.encased.io/​  and fill out the info within a matter of minutes!

If you just don't like or want the item start your return at our Return Center https://giaroma.returnscenter.com/ within 7 days of delivery

If you did not purchase the shipping insurance, please contact the shipping carrier ASAP, as it is out of our hands once it is shipped.  If you think we can help as well, feel free to reach out and Send an email to hi@gia-roma.com with the original order number, the name of the item(s) you would like to return, and the reason for the return. Soon we will have a direct link for you to go to & fill out a form for a return, so there will be no back and forth emails!

We'll use the credit card from your original order for any refunds necessary once it is received in the same condition it was sent and/or you can opt for a GC for online credit.

Visit our Return Policy Page for in depth details

Easy Peasy! Just email us at hi@gia-roma.com that is the quickest way to get in touch.  Or feel free to message one of our social media accounts

IG: @Gia.Roma

FB: facebook.com/GiaRoma2

Or use the form below to reach out :)

All items you find on our site either fall in one of the following categories:

1) The owner/founder Angela also owns a graphic design business she started in 2013 after her first child was born (a business her son before 1 years old inspired her to create, but that's a story for that business).  So she and our team use that talent to make unique one of a kind pieces.  You'll see her sense of humor & sarcasm in some of these items too.  We make the design, find the product for it and then get a sample.  If the sample is up to our standards we then produce that item to sell here :)

We do our best to find items that are also eco friendly.  No not all of our items are, but if we can find a way to create something that is, we do!

2) We do a LOT of research in other small businesses and U.S. based companies.  Find products we love and then bring them here.  This way not only are we providing you with amazing items but helping support other local businesses and shops! So no, we are NOT one of those sites that drop ships item from China & you're not going to get an item for 30-60 days and then it looks nothing like the actual picture.  Think we all have fell victim to those types of stores/sellers.  UGH! 

So yes here you will find products almost always made in the USA, if they are not we WILL also note it in the description.  We may even consider soon adding items from the UK, stay tuned for news on that!

YES!

We also have tons!

You can sign up for our newsletter and receive an automatic coupon code! Well, I wouldn't even call it a newsletter as we do NOT spam.  Because that's just annoying!

Maybe 1 or 2 emails every 2 weeks (if that) :)

You can visit the Deals page to see current promotions & coupon codes. 

For instance certain items are buy 3 get 1 free or you can get FREE items with certain purchases! We like to feel like Oprah at times..."You get a prize...You Get a Prize...and You get Sometime Too" =P

We like to be hooked up and we we know you do too! Whenever we can hook our customers up, we sure and heck do it!

Lastly, obviously things happen in product and/or shipping on our end too.  So we don't always get perfect items.  They can not be up to our standards, could have a random stain or something else.  When this happens - we either Donate them or they end up on our IMPERFECT PAGE at HUGE discounted rates!

Items are are almost always 90% good, just have flaws that we'd never sell to our customers at full price or sell and "hope" you don't notice.  Full transparency over here! So if you're looking to get some awesome items at an unbeatable price, checkout the Imperfect Page under our deals section!

At this time we are not taking custom requests and are unable to do custom labels, candles or other products.

The owner does make Custom Digital Files though! So if you see something you like and want to print it out yourself at a local print shop  like walmart, walgreens, staples or online.  Feel free to visit CPNY.STORE on etsy to reach out to her or one of her team members!

If you are a major retailer please contact us with full details on items you're seeking, amount, price target and any other info you may find relevant at hi@gia-roma.com

Currently we are not setup for wholesale clients.

However, in the future this is something we may add on particular items and/or to more businesses.

Yes! You make our world go round ;)

We work with a very limited spot of Influencers and bloggers hand in hand.  We want to grow with you and help you succeed!  We don't like wam bam thank you ma'ams, we love building a relationship.  We've found this is very beneficial and adds, commas into those commision checks ;)

If you're interested in becoming part of our team and working one on one with us, email us at hi@gia-roma.com

If you just want to see a check and not worry about all the introductions and take a more backseat approach.  By this I mean just getting an affiliate link and selling whenever you feel like and making money while you sleep.  Then you can go sign up here: https://www.gia-roma.com/pages/register-affiliate-account

What that will do is give you your own link to sell items and you can track everything on your end and we can on our end.  This also offers you a chance to earn more.  The more you sell, the higher your commission rate will go up.  All it takes is a couple posts whenever you're up to it and when sales come from your link, you get a portion of that sale!

To ensure no cross contamination this is what we are doing to keep everyone safe:

Only 1 person will handle your order. Before this person enters the shipping room their temperature is taken & standard questions are asked (have you felt sick, been around another who has etc).

This person will be in a room by themselves to ensure no other contamination.

During packaging your order they will have a mask on and new gloves.

Between each new order the packager will sanitizer their hands/arms up to elbows and also apply brand new gloves for each order.  All while wearing a mask. This prevents any cross contamination to help prevent the spread of COVID.

Please feel free to reach out with any questions or concerns you may have about COVID and our procedures. We'd love to reassure you.  Email us at hi@gia-roma.com

We are in Auburn, NY which is located in Central/Upstate NY and all items are shipped directly from us (no dropshipping done here).

Many probably haven't heard of Auburn, it is close to Syracuse.  If you're a sports fan - GO SU!

We are in what is known as the Fingerlakes Region, AKA Wine Country.  Yes Wine Tours are a big thing here and they are a blast ;) I wouldn't recommend them before a work day though.

We are personally spoiled by Amazon Prime & know how nice it is to get something quickly.  Our goal is to always ship out orders within 48 hours after purchase. 

RARE occasions 72 hours (holiday weekends etc). If we can get it out quicker, you bet we will!

If for any reason specific items will take longer to get out - we will be sure to note this clearly in the product description & during checkout.  We aren't one of those companies that likes to hide things in the fine print & be sneaky.  We have your back!

All items are shipped through UPS, USPS or FedEx.  This will depend on the weight of your item(s) & your location.  As we want to ensure our customers get the fastest & most affordable options out there, which is why shipping carriers vary (because our items & weight vary greatly). 

If there is a delivery issue with your order please contact the shipping company immediately for assistance.  As once it is in their hands, it is out of our control!

For a Limited Time we are currently offering a flat rate shipping fee of $5.99

In addition for all purchases over $60 we will provide FREE SHIPPING 

Both shipping offers are for the Contiguous US ONLY  (Islands, AK, HI are excluded from these offers currently.  If we can find a way to offer it to you too, you bet we will!).  Shipping flat rate & FREE also do not apply to international orders.  We advise anyone international to use FedEx as your shipping option.

• For a Limited Time we are currently offering FREE Shipping for retail orders (not wholesale)

Both shipping offers are for the Contiguous US ONLY

Islands, AK, HI are excluded from these offers currently.  Along with international orders. 

If we can find a way to offer it to you too, you bet we will!).  Shipping flat rate & FREE also do not apply to international orders.

We advise anyone international to use FedEx as your shipping option.

We know we hate surprise fees during checkout so we are biting the bullet for our customers for heavy items that would usually cost $20+ to ship!

Once the shipper has it in their hands, depending on your method of shipping & where you're located. I'd say a week (give or take) is a good estimate in total (better to under promise than over promise, so don't be surprised to see it sooner). Those on the east coast will be more of the 3-5 day range, those on the west cost 4-7 day range; depending on location.

Orders that qualify for FREE Shipping  will be shipped the most economical way possible.  In most cases this is via USPS First Class mail or ground.

  If you're in a hurry and want items fast, you can always choose to upgrade your shipping method for an additional fee. 

*Please note delivery estimates are from time of shipping not time of order.* 

Standard order fulfillment time is 48-72hrs hours. Please see previous FAQ for further info on this.

It is very important to review your order before submitting it to ensure all information is accurate.  If you enter a wrong shipping address, please contact us as soon as possible so we may change the address before your item ships.  Once an order ships we are unable to make any changes to the delivery address.

Gia Roma has partnered with a shipping insurance company called ​Encased. If you purchased ​Encased Insurance during checkout you will be able to file a claim  ​with them for lost, stolen, or damaged packages ​and their customer service team will handle your case: https://reimbursements.encased.io/​ it is very quick, simple & hassle free!

If you did not purchase insurance, and received a damaged item please email us at: hi@gia-roma.com or via the Contact Page and provide us with your order number, pictures of the damaged product and the damaged packaging within 7 days of receiving your item.  Any submissions after 7 days cannot be accepted.

Gia Roma has partnered with a shipping insurance company called ​Encased. If you purchased ​Encased Insurance during checkout you will be able to file a claim  ​with them for lost, stolen, or damaged packages ​and their customer service team will handle your case: https://reimbursements.encased.io/​ it is very quick, simple & hassle free!

If you did not purchase shipping insurance and your tracking information has reported a successful delivery but you have not received it please contact USPS at 1-800-222-1811​ or your local post office or FedEX at 1-800-463-3339​. Please understand that we cannot take responsibility for lost/missing packages that have been successfully delivered to the address provided with your order. Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. We do not issue a refund on lost packages.​  They are usually great about tracking items down. 

Once it is out of our hands we have no control unfortunately.  But if for some reason your item is missing out, after reaching out to the carrier feel free to also Contact Us and we will reach out on your behalf too!

If you are an international customer, tracking and shipping may be delayed especially during this time.  Please have your tracking # ready and contact the shipping carrier for further details.  International orders should choose FedEx shipping when checking out for the best assistance and tracking.

Why Can't I Order Matches?

Matches are considered "dangerous goods" and are therefore not allowed through customs.  Matches cannot ship internationally outside of the US. Wahhh!

Choosing USPS International First Class

This is the least expensive and SLOWEST shipping option for international orders.  Orders shipped USPS International First Class can take over a month to arrive and are not able to be tracked once they leave the US. We highly recommend an upgraded shipping option for international orders.  Once your order leaves our warehouse we are not responsible if your order is lost in transit.  We would recommend choosing FedEx International as your shipping choice to ensure tracking is accurate for your order.

*If you have any issues with the delivery of your international order please contact the shipping company directly for assistance.*

Travel mugs, metal coffee mugs, metal wine tumblers, and water bottles are hand wash only.These are also NOT microwave safe.  Do NOT use these products in the microwave

Ceramic campfire mugs are dishwasher safe, but to keep all Gia Roma mugs looking their best, we recommend hand washing with a non-abrasive cloth to keep lettering from fading.  These items ARE microwave safe. Meaning these mugs can be used in the microwave without causing damage to the mug or microwave.

Microwave safe does not mean these mugs will not get hot in the microwave. These mugs will get hot. To avoid burns always use caution removing mugs from the microwave.

Each product will have right on the product page the cleaning suggestions for that specific product.  Since we not only custom make our products, but also acquire items from other U.S. businesses, cleaning suggestions will differ for each! We won't leave you hanging and will inform you on each product listing the suggested cleaning methods.

As far as kitchen items being dishwasher safe: some are and some are not! For instance the slate cheese boards/trays.  They are dishwasher safe, however we still highly suggest to just hand wash them.  They are easily cleaned by hand & our personal belief that is how you will get VERY long use out of them!

As we try to find timeless items.  Not only items that won't go out of style next week, but also timeless as in - they will last you a long time :)

Candles can melt when on hot shipping trucks and if your order is left outside in hot temperatures.  Shipping companies will not reimburse for melted candles so we cannot be held liable for melted candles.  If you believe your order will be going through very hot climates for an extended time, please choose an expedited delivery services.  We offer extra order protection through Encased upon checkout and recommend this for your candle order if you live in a hot climate or are ordering in hot weather.

Place your candle on a heat safe surface away from any drafts. Keep out of reach of children + pets. Our candles are great for bathrooms, bedrooms, kitchens, living rooms, and more. Every place and area is different. If you have a room with high ceilings you may want to burn two candles at once to create the atmosphere you're desiring. A single candle in a smaller room or bathroom works great.

You'll want to make sure you burn your candle until the wax pool reaches the side of the jar. Enjoy your candle burning for up to 4 hours then it's best to extinguish. Be sure to never leave a candle unattended. Enjoy your candle until around 1/4" of wax remains at the bottom of the jar.

BURN TIME:

We have all different types & sizes of candles.  Some last for only 25+ hours, others 40+ hours and our 11oz all the way up to 90+ hours.  As we add to our Candle Collection and get larger candles, this time may change too.  Each candle will have its burn time in the description details, so read that to see further info on specific candle burn times.

WICK LENGTH:

Trim your wick to 1/4" using one of our wick trimmers from our candle care kit or scissors / nail clippers work great too!

Keeping your wick trimmed to approximately 1/4" will prevent your candle from smoking or throwing sparks while burning.

CANDLE WON'T LIGHT-WHAT TO DO?

If your candle won't light the wick either has too much wax on it or was cut too short. Dig out some wax around the wick and re-light.

HOW SHOULD I EXTINGUISH MY CANDLE?

You can use wick dippers to gently dip the wick into the wax and pull the wick back out is the recommended way to extinguish your candle to avoid smoke.

Blowing out your candle or using a candle snuffers to extinguish your candle will also work.

What kind of Wax Do You Use?

Our wax is a soy wax blend made in the USA. It is all natural, made with US grown soy, kosher, and has a great scent throw! Vegan Candles

What Are Your Wicks Made Out Of?

Our wicks are made out of cotton and metal, lead and zinc FREE. 100% Organic Clean Cotton Wick so you can breathe safe while enjoying our artisan crafted candles for an aromatherapy experience!

What Kind of Fragrance Oils Do You Use?

We use a combination of essential oils and premium fragrance oils. All of our fragrances are 100% non-toxic when used for their intended purposes, in candles.  We have different lines of candles.  For instance in our Clear Candle Jar Section We have our standard high fragrance candles and the Premium Line which has Double the Scent & Top of the Line Soy Wax in them. 

Make sure to read each candle description for more in depth details of each candles contents and to see which scents and/or essential oils are used..

How Strong Are Your Candles?

We use the highest scent to wax ration possible to ensure a full fragrance.  We do not use toxic chemical boosters found in many commercial candle brands so our candles to not have overpowering scents.  We recommend using multiple candles if using in a larger space or a room with high ceilings.

Or getting one of our "Premium Line" Candles for a stronger scent.  As these have double the scent added into them, for those who love stronger candle scents.  The details/description of each candle will note which line it is.  If it is a Premium Line, it carries double the scent.

We currently have Premium Lines for Clear Candles, White Jar Candles, Black Travel Tins and the Soy Wax Melts.  We hope to add a Premium Amber Candle Line in the near future.  Keep in mind our Amber Line Currently is one of our favorites and still has a nice strong scent!

Do Your Candles Contain Phthalates?

No way! Our candles are Phthalate Free, Cruelty Free, Gluten Free and Non Toxic!