Shipping policy

Shipping & Delivery Policy

Last Updated: 20 December 2025
Effective Date: 20 December 2025

1. Store & Company Information

Brand/Store Name: Gionetto
Website: https://gionetto.com
Operated by (Legal Entity): FOCUS DIGITAL LLC
Business Address: 1209 Mountain Road Pl NE, Suite R, Albuquerque, NM 87110, United States
Customer Service Email: support@gionetto.com
Business Hours: Monday–Friday, 09:00–18:00 GMT
Response Time: Within 2–3 business hours during business days

📍 About Our Operations:

Gionetto is operated by FOCUS DIGITAL LLC, a US-based company headquartered in New Mexico, United States. We serve customers exclusively in the United Kingdom through our international fulfillment network, ensuring quality products reach you efficiently and affordably.

2. Shipping Destinations

Gionetto ships exclusively to the United Kingdom. We do not currently ship to other countries.

2.1 United Kingdom Delivery Areas

We deliver to all addresses within the United Kingdom, including:

  • ✅ England (all regions)
  • ✅ Scotland (including Highlands and Islands - may have extended delivery times)
  • ✅ Wales (all regions)
  • ✅ Northern Ireland (may have extended delivery times)

2.2 Areas We Do Not Ship To

We do not currently ship to:

  • ❌ Channel Islands (Jersey, Guernsey)
  • ❌ Isle of Man
  • ❌ British Overseas Territories
  • ❌ BFPO (British Forces Post Office) addresses
  • ❌ PO Boxes (we require physical street addresses for delivery)

2.3 Remote Areas

Deliveries to remote areas, including Scottish Highlands and Islands, may experience additional delivery time of 1–3 business days beyond our standard estimate.

3. Shipping Costs

Shipping costs to the United Kingdom are calculated based on your order value:

Order Value Shipping Cost
Orders under £80.00 £5.00 flat rate
Orders £80.00 or more FREE SHIPPING

3.1 Transparent Pricing

Shipping costs are clearly displayed at checkout before you complete your payment. The final total shown at checkout is the exact amount you will pay—no hidden charges, no surprises.

3.2 What's Included in Shipping Cost

Your shipping cost includes:

  • ✅ International shipping from our fulfillment centres to the UK
  • ✅ Full tracking from dispatch to delivery
  • ✅ Customs clearance and documentation
  • ✅ Import duties and taxes (prepaid by us in most cases)
  • ✅ Delivery to your door
  • ✅ Shipping insurance for lost or damaged packages

In most cases, you will NOT be charged any additional fees upon delivery.

4. Estimated Delivery Times

Estimated delivery time to the United Kingdom is 7–15 business days from the date of order placement.

4.1 Delivery Timeline Breakdown

Stage Timeframe Description
Processing Time 1–4 business days Order preparation, quality inspection, and packing
Transit Time 6–11 business days International shipping to UK, including customs clearance
Total Delivery Time 7–15 business days From order placement to delivery at your door

4.2 What Are Business Days?

Business days are Monday to Friday, excluding:

  • UK public holidays and bank holidays
  • Weekends (Saturday and Sunday)
  • Christmas Day, Boxing Day, New Year's Day
  • Other national holidays

4.3 Important Delivery Notes

⚠️ Delivery times are estimates only and are not guaranteed.

Actual delivery times may vary depending on:

  • Carrier operations and schedules
  • UK customs clearance procedures (typically 1–3 business days)
  • Weather conditions or natural events
  • Peak season volumes (Black Friday, Christmas, etc.)
  • Remote delivery locations (Scottish Highlands, Islands, Northern Ireland)
  • Carrier capacity and routing
  • Other unforeseen circumstances beyond our control

We recommend allowing the full 15 business days before contacting us about a delayed order.

5. Order Processing Time

Orders are typically processed and prepared for shipment within 1–4 business days.

5.1 What Happens During Processing

During the processing period, we:

  1. Verify Order: Confirm order details and payment authorization
  2. Pick Items: Locate and retrieve your items from our warehouse
  3. Quality Inspection: Inspect each item for quality and accuracy
  4. Pack Securely: Pack your items with protective materials
  5. Prepare Documentation: Generate shipping labels and customs paperwork
  6. Hand to Carrier: Transfer package to shipping carrier

5.2 Processing Time Exclusions

Processing time does not include:

  • Weekends (Saturday and Sunday)
  • UK public holidays and bank holidays
  • Christmas period (24 December – 2 January)

Orders placed on weekends or holidays will be processed on the next business day.

5.3 Order Confirmation

You will receive an order confirmation email immediately after placing your order (within 5 minutes). This confirms we have received your order and payment.

6. International Fulfillment Network

To provide competitive pricing and efficient delivery, Gionetto operates through an international fulfillment network.

6.1 Fulfillment Locations

Your order may be shipped from:

  • Our fulfillment operations in the United States
  • International fulfillment centres, including locations in China and other countries
  • Partner warehouses optimized for UK delivery

The specific fulfillment location depends on product availability, shipping efficiency, and delivery optimization.

6.2 Quality Assurance

All products are carefully inspected for quality before shipment, regardless of fulfillment location. We maintain strict quality control standards across our entire network.

6.3 Why International Fulfillment?

This model allows us to:

  • ✅ Offer competitive prices and better value
  • ✅ Maintain consistent product availability
  • ✅ Optimize shipping routes for faster delivery
  • ✅ Source quality products from trusted suppliers worldwide
  • ✅ Reduce environmental impact through efficient logistics

7. Shipping Carriers

We use reliable international shipping carriers to deliver orders to the United Kingdom, including:

  • DHL: International express shipping and logistics
  • Royal Mail: UK postal service and parcel delivery
  • Parcelforce: UK parcel delivery service
  • Other International Carriers: As needed for optimal delivery (FedEx, UPS, etc.)

The specific carrier for your order will be indicated in your shipping confirmation email.

7.1 Carrier Selection

We select the most appropriate carrier based on:

  • Delivery speed and reliability
  • Destination address and location
  • Package size and weight
  • Customs clearance efficiency
  • Cost optimization

8. Tracking Information

Once your order ships, you will receive a shipping confirmation email containing:

  • ✅ Tracking number
  • ✅ Carrier information (DHL, Royal Mail, etc.)
  • ✅ Direct tracking link to monitor your shipment
  • ✅ Estimated delivery date
  • ✅ Shipping address confirmation

8.1 How to Track Your Order

Method 1: Email Link

  1. Open your shipping confirmation email
  2. Click the tracking link provided
  3. View real-time tracking updates on the carrier's website

Method 2: Carrier Website

  1. Visit the carrier's website (DHL, Royal Mail, Parcelforce, etc.)
  2. Enter your tracking number
  3. View detailed tracking information

Method 3: Contact Us

Email support@gionetto.com with your order number, and we'll provide tracking updates.

8.2 When Is Tracking Available?

Tracking information is typically available within 24–48 hours of shipment. During this time, the carrier is processing and scanning your package into their system.

If tracking information is not available after 48 hours, please contact us at support@gionetto.com.

8.3 Tracking Updates

You can expect tracking updates at the following stages:

  • 📦 Package dispatched from fulfillment centre
  • ✈️ In transit to UK
  • 🛃 Customs clearance in progress
  • 🚚 Out for delivery to your address
  • ✅ Delivered successfully

9. Shipping Address Requirements

To ensure successful delivery, please provide a complete and accurate shipping address.

9.1 Required Address Information

Your shipping address must include:

  • ✅ Full recipient name (first and last name)
  • ✅ Street address (house/flat number and street name)
  • ✅ City/Town
  • ✅ County (if applicable)
  • ✅ Postcode (complete and accurate)
  • ✅ Country: United Kingdom
  • ✅ Contact phone number (optional but strongly recommended)

9.2 Address Accuracy

⚠️ Important: We are not responsible for delivery failures due to incomplete or inaccurate addresses provided by the customer.

Please double-check your address before completing your order. Incorrect addresses may result in:

  • Delivery delays
  • Failed delivery attempts
  • Return to sender
  • Additional shipping charges for redelivery

9.3 Address Changes

Before Dispatch: Contact us immediately at support@gionetto.com if you need to change your address. We will update it if your order has not yet been dispatched.

After Dispatch: Once your order is dispatched, we cannot change the delivery address. You may be able to contact the carrier directly to request an address change (subject to carrier policies and fees).

10. Delivery Confirmation

Upon delivery, the carrier will provide proof of delivery.

10.1 Delivery Notification

You will receive a delivery confirmation notification via:

  • Email (to the email address provided at checkout)
  • Text message (if you provided a mobile number)
  • Tracking portal update

10.2 Delivery Methods

Most packages are delivered as follows:

  • Handed to recipient: Delivered directly to you or someone at your address
  • Left at address: Left in a safe place at your address (porch, doorstep, etc.)
  • Left with neighbour: Left with a neighbour if you're not home (you'll receive a card)
  • Left with building manager: For flats or apartments with reception/concierge
  • Collection card left: If delivery is unsuccessful, a card is left with collection instructions

The carrier will provide details of where your package was left in the tracking information or delivery notification.

10.3 Signature Requirements

  • Standard deliveries: Signature may not be required (carrier discretion)
  • High-value orders (over £100): Signature may be required
  • Remote areas: Signature requirements vary by carrier

11. Customs & Import Considerations

11.1 For UK Customers

Since products are shipped internationally to the United Kingdom, your package will go through UK customs clearance.

✅ Good News: In most cases, customs clearance is routine and causes no delays. It is included in our estimated delivery timeframe of 7–15 business days.

11.2 Customs Clearance Process

What we handle for you:

  • ✅ All customs documentation and declarations
  • ✅ Accurate product descriptions and values
  • ✅ Compliance with UK import regulations
  • ✅ Coordination with customs authorities

Typical customs clearance time: 1–3 business days (included in our 7–15 day estimate)

11.3 Duties & Taxes

Import duties and taxes are typically handled in our shipping process.

For most orders:

  • ✅ Import VAT and duties are prepaid by us and included in your order total
  • ✅ You will not be charged additional fees upon delivery
  • ✅ The price you see at checkout is the final price you pay

11.4 Rare Cases: Additional Duties

In rare cases, UK customs may require additional import duties or taxes. If this occurs:

  1. You will be contacted by the carrier (DHL, Royal Mail, etc.)
  2. The carrier will provide payment instructions
  3. You must pay the duties to receive your package
  4. Contact us at support@gionetto.com if you have questions

⚠️ Important: Any additional import duties or taxes required by UK customs are the responsibility of the customer. However, this is rare and we strive to ensure all duties are prepaid.

11.5 Customs Delays

Occasionally, shipments may be delayed at customs for:

  • Random inspection (routine security checks)
  • Documentation verification
  • High volume periods (peak seasons)

If your package is delayed at customs:

  1. Check your tracking information for updates
  2. Allow 2–3 additional business days for clearance
  3. Contact us at support@gionetto.com if the delay exceeds 5 business days
  4. We will liaise with the carrier and customs authorities on your behalf

Note: Customs clearance is beyond our control and is not included as a guaranteed part of our delivery timeframe.

12. Late Delivery

If your package hasn't arrived within the estimated delivery timeframe (7–15 business days), please follow these steps:

Step 1: Check Tracking

Use your tracking number to check the current status. Your package may be delayed but still in transit. Common tracking statuses include:

  • "In transit": Package is on its way
  • "Customs clearance": Package is being processed by UK customs (allow 1–3 days)
  • "Out for delivery": Package will be delivered today
  • "Delivery attempted": Carrier tried to deliver but you weren't home (check for a card)

Step 2: Allow Extra Time

International shipping can experience delays. Please allow 2–3 additional business days beyond the 15-day estimate before contacting us.

Step 3: Contact Carrier

If tracking shows no movement for 5+ days, contact the carrier directly using your tracking number. They can provide more detailed information about your package location.

Step 4: Contact Us

If your order is more than 20 business days from the order date, email support@gionetto.com with:

  • Your order number
  • Your tracking number
  • Description of the issue

We will investigate with the carrier and provide a resolution (replacement or refund if the package is confirmed lost).

13. Damaged or Lost Packages

13.1 Damaged Package

If your package arrives damaged, please follow these steps:

  1. Inspect immediately: Check the package and contents before signing for delivery (if signature is required)
  2. Document damage: Take clear photos of:
    • The damaged outer packaging
    • The damaged items inside
    • The shipping label
    • All sides of the package
  3. Contact us: Email support@gionetto.com within 48 hours of delivery with:
    • Order number
    • Tracking number
    • Clear photos of damage
    • Description of the damage

Our response:

  • We will file a claim with the carrier immediately
  • We will arrange a replacement or full refund (your choice)
  • You do not need to return the damaged item unless we specifically request it
  • Resolution time: 3–5 business days

13.2 Lost Package

If your tracking shows your package is lost or hasn't updated in 10+ days:

  1. Contact support@gionetto.com with your order number and tracking number
  2. We will investigate with the carrier immediately
  3. We will file a lost package claim
  4. Once the investigation is complete (typically 5–7 business days), we will arrange a replacement or full refund

Note: We cannot process lost package claims until at least 20 business days have passed from the order date, as packages may still be in transit or delayed at customs.

14. Return Shipping

For eligible returns, we provide a prepaid return label. Return shipping is FREE for UK customers.

14.1 How Return Shipping Works

  1. Contact us at support@gionetto.com to initiate a return
  2. We will email you a prepaid return label within 1–2 business days
  3. Print the label and attach it to your package
  4. Drop off the package at the designated carrier location
  5. Track your return using the tracking number provided

14.2 Return Shipping Details

For complete return details, including eligibility, conditions, and refund processing, please see our Return, Exchange & Refund Policy.

15. Shipping Restrictions

15.1 Addresses We Cannot Ship To

Gionetto does not ship to:

  • ❌ Countries outside the United Kingdom
  • ❌ BFPO addresses (British Forces Post Office / military addresses)
  • ❌ PO Boxes (we require physical street addresses for delivery)
  • ❌ Addresses with incomplete or invalid postcodes
  • ❌ Channel Islands (Jersey, Guernsey)
  • ❌ Isle of Man
  • ❌ Freight forwarders or package forwarding services

If you provide a restricted address, we will contact you to arrange an alternative delivery address or cancel your order with a full refund.

15.2 Prohibited Items

We do not ship the following items (as per UK and international shipping regulations):

  • Hazardous materials or dangerous goods
  • Flammable liquids, gases, or explosives
  • Weapons, ammunition, or military equipment
  • Illegal substances or counterfeit goods
  • Perishable goods (food, plants, live animals)
  • Items prohibited by UK customs or import regulations

All products sold on our website comply with UK and international shipping regulations.

16. Risk of Loss & Title Transfer

Risk of loss and title for items purchased from Gionetto pass to you upon delivery to the carrier.

This means:

  • Once your order is handed to the shipping carrier, Gionetto is not responsible for loss, damage, theft, or delays caused by carrier operations or circumstances beyond our control
  • However, we will assist you in filing claims with the carrier and work to resolve any issues
  • All shipments are insured, and we will arrange replacements or refunds for lost or damaged packages

Your protection: While risk transfers to you upon carrier receipt, we stand behind our products and will work with you to resolve any shipping issues.

17. Shipping Delays & Force Majeure

We are not responsible for shipping delays caused by circumstances beyond our reasonable control, including but not limited to:

  • 🚚 Carrier operations: Routing changes, capacity issues, operational delays
  • 🛃 Customs procedures: Inspections, clearance delays, documentation requirements
  • 🌦️ Weather conditions: Storms, snow, floods, natural disasters, environmental events
  • 🚨 Force majeure events: Pandemics, public health emergencies, quarantine measures
  • ⚔️ Conflicts & unrest: War, terrorism, civil unrest, government actions
  • 🪧 Labor disputes: Strikes, work stoppages, transportation disruptions
  • 📋 Regulatory changes: International shipping restrictions, new import regulations
  • 🌍 Other circumstances: Any other events beyond our reasonable control

Our commitment: While we cannot control these circumstances, we will keep you informed of any significant delays and work to resolve issues as quickly as possible.

18. Shipping During Holidays & Peak Seasons

18.1 Peak Seasons

During peak shopping seasons, international shipping may experience delays due to increased order volumes and carrier capacity limitations.

Peak seasons include:

  • 🛍️ Black Friday / Cyber Monday: Late November
  • 🎄 Christmas: December 1–24
  • 🎁 Boxing Day Sales: December 26–31
  • 🎉 New Year: January 1–7
  • 💝 Valentine's Day: February 1–14
  • 🐰 Easter: March/April (varies)

18.2 Extended Delivery Times

During peak seasons, processing and delivery times may be extended by 3–7 business days due to:

  • Increased order volumes at our fulfillment centres
  • Carrier capacity limitations and delays
  • Extended customs processing times
  • Holiday closures and reduced operations

We recommend ordering early during holiday periods to ensure timely delivery.

18.3 Holiday Closures

We do not process or dispatch orders on the following days:

  • Christmas Day (25 December)
  • Boxing Day (26 December)
  • New Year's Day (1 January)
  • UK public holidays and bank holidays

Orders placed during these times will be processed on the next business day.

19. Order Cancellation & Changes

19.1 Cancelling Your Order

You can cancel your order at any time before it is dispatched.

How to cancel:

  1. Contact us at support@gionetto.com as soon as possible with your order number
  2. If your order has not been dispatched, we will cancel it and issue a full refund
  3. If your order has already been dispatched, you will need to follow our return process once you receive it

Refund for cancelled orders: Full refund to your original payment method within 5–7 business days.

19.2 Changing Your Order

Once an order is placed, we cannot modify the items, quantities, or shipping address. If you need to make changes: