Orders & Payments
What payment methods are accepted?
We accept the following modes of payment:
- Credit card (Visa & Mastercard)
- BCA Virtual Account
- BNI Virtual Account
- BRI Virtual Account
- Bank Mandiri Virtual Account
- PermataBank Virtual Account
- GoPay
- GoPay Dynamic QRIS
All payments are securely processed at checkout.
Is my account charged immediately?
Yes. Your payment will be authorised and charged once your order has been successfully placed.
Can I modify or cancel my order?
Orders are processed promptly and generally cannot be modified or cancelled once placed. Please contact our Customer Care Team as soon as possible, and we will do our best to assist.
Why was my order cancelled?
In rare cases, an order may be cancelled due to:
- Payment authorisation issues
- Stock availability
- Order verification procedures
If this occurs, our Customer Care Team will contact you via the email address provided with your order. Any charges made will be refunded promptly within 10 business days.
What happens if my item is out of stock after I order?
If an item becomes unavailable, our Customer Care Team will notify you and issue a full refund or offer an alternative product if available.
Can I send my order as a gift?
Yes, we offer online gift cards delivered digitally via email. Gift cards can be redeemed for products and collections available in our store.
- Gift cards are valid for 6 months from the date of purchase.
- They are non-refundable and cannot be exchanged for cash.
- Any restrictions (such as online-only use) will be stated clearly at checkout.
If a gift card cannot be delivered due to technical issues, please contact our Customer Care Team and we will assist promptly.
Shipping & Delivery
What delivery options are available?
Standard Delivery
Orders are processed and delivered within 3-5 business days.
Once your order has been dispatched, you will receive a shipment confirmation email with a tracking link to monitor your delivery. After the parcel has been handed over to the courier, delivery updates and timelines are managed by the courier partner.
How much does delivery cost?
We offer complimentary free shipping on orders above IDR 1,000,000 (after discounts); for orders below this amount, the shipping fee will be shown at checkout.
How long does shipping take?
Orders are processed and delivered within 3-5 business days.
Orders are shipped on working days only (Monday to Friday, 9:00 AM – 6:00 PM), excluding Indonesia public holidays.
Once your order has been dispatched, you will receive a tracking update via email.
How do I track my order?
Once your order has been shipped, you will receive a shipment confirmation email containing tracking details. You may also view your order status by logging into your account and navigating to Order History.
Why is my order delayed?
While we strive to deliver orders within the estimated timeframe, delays may occasionally occur due to:
- High order volumes during promotional periods
- Courier service delays
- Weather or unforeseen circumstances beyond our control
- Orders are being fulfilled from different warehouse locations
If your order has been delayed beyond the estimated timeframe, please contact our Customer Care Team, and we will be happy to assist you.
Can my delivery address differ from my billing address?
Yes, your billing address may differ from your delivery address.
Simply enter the appropriate details during checkout. If you have an account with us, you may also save multiple delivery addresses for faster checkout in the future.
To help protect our customers and ensure order security, we will send you a confirmation email with tracking details. You may also view your order status in your Order History.
Can I change my delivery address?
Delivery address changes may be made before the order is processed. Please contact our Customer Care Team as soon as possible with your order number for assistance.
What should I do if I am unable to receive my order at the time of delivery?
If you are unavailable at the time of delivery, the courier may attempt redelivery or leave the parcel in a secure location where possible. You may also be contacted directly by the courier to arrange a new delivery time.
Alternatively, you may reach out to the courier service using the tracking information provided in your shipment confirmation email to arrange a redelivery.
What happens if my parcel is lost?
If your parcel is confirmed lost in transit, we will issue a full refund or send a replacement item, subject to stock availability.
Do you ship internationally?
Shipping is available only within Indonesia. For shipping outside Indonesia, please visit the Giordano website for the destination country.
Please note that products, pricing, promotions, and delivery options may vary by region.
Are there areas you do not deliver to?
Yes — certain restricted locations (military complexes, prisons, offshore islands, airbases, etc.) are excluded from delivery services.
Products & Sizing
How do I find the right size and fit?
Each product page includes a size guide to help you determine the best fit. If you require further assistance, please contact our Customer Care Team.
What sizing standard does Giordano follow?
Giordano uses Asian sizing standards to provide consistent, comfortable fits across our collections.
Why might my product look slightly different from a previous version?
Giordano continuously refreshes its collections to bring customers modern, comfortable, and versatile designs suited for everyday wear.
From time to time, Giordano may introduce improved versions of existing products to enhance comfort, fit, materials, or overall design. As a result, some items may differ slightly from earlier versions while maintaining the same product concept.
Images and descriptions are for reference only; actual products may vary slightly in color, fit, or design.
If you have questions about a specific item, our Customer Care Team will be happy to assist you.
Why can’t I find a product that was previously available?
Some items are seasonal or produced in limited quantities and may not be restocked once sold out. If you are looking for a specific item that is no longer available online, you may contact our Customer Care Team. Our team will be happy to check availability and assist you further. Restocks are not guaranteed and depend on product demand and availability.
Why don’t you sell all of the products Giordano makes?
Product availability may vary by region, store, and online platform. As a result, some items may not be available on our Indonesia online store.
If you are looking for a specific item that is not available online, it may still be available at selected retail stores or on other regional Giordano websites.
For further assistance, please contact our Customer Care Team, and we will be happy to help.
Do you restock sold-out items?
Some items may be restocked depending on product availability and demand. However, certain products may be seasonal or produced in limited quantities and may not be restocked once sold out. If you are looking for a specific item, you may contact our Customer Care Team, and we will be happy to check availability.
Pricing & Availability
Are online prices the same as in-store prices?
Prices are generally consistent across online and in‑store channels, though certain promotions may be exclusive to either platform.
How can I stay updated on promotions?
To stay informed about our latest promotions and product launches, we recommend subscribing to our newsletter.
Why is my promo code not working?
Please ensure that:
- The code has not expired
- The minimum purchase requirement is met
- Items in your basket are eligible, as some codes apply only to selected products. Promo codes are subject to terms and conditions.
If you continue to experience issues, please contact our Customer Care Team.
Can I combine multiple discount codes?
Unless otherwise stated in the promotion details, only one promo code may be applied per order.
Can I apply a promo code after I place an order?
Promo codes cannot be applied once an order has been placed.
My item went on sale after I purchased it. Can I get the discount?
Prices and promotions may change from time to time. Once an order has been placed, we are unable to apply retroactive discounts or refunds for price differences.
Returns, Exchanges & Refunds
What is your return and exchange policy?
Requests must be made within 3 (three) calendar days after the date the ordered items are received by the customer.
Items must be unworn, unwashed, unaltered, and with original tags attached
Exchanges are permitted once per order, subject to stock availability.
Items not eligible for return or exchanges:
- Innerwear
- Underwear
- Socks
All returned items will be inspected and verified upon receipt to ensure they meet our return conditions. Items that do not meet these conditions may be rejected and returned to the customer at their own cost.
This policy does not affect your statutory rights under Indonesian law.
Do you offer refunds?
Refunds are issued to the original payment method. If an item is out of stock, the refund will be processed to the original payment method within 7–14 business days
How do I return an online order?
Please submit Request a Return. When submitting your request, kindly provide:
- Your name, email address and phone number
- Your order number
- Your item(s) you wish to return
- Your reason for the return and any comments
Important Return Information
Return Shipping: Customers are responsible for return shipping fees.
Packaging: Please ensure all returned items are securely packed in their original packaging with tags attached.
Trackable Shipping: We recommend using a trackable, insured shipping service, as Giordano will not be liable for items lost or damaged in transit.
Proof of Postage: Please retain your proof of postage until your return has been processed.
Once we receive your returned item, our team will inspect it to verify that it meets our return conditions. After verification, we will process your return request.
Can I return an in-store or a purchase from a third-party platform through Giordano Indonesia Online Store?
No — items purchased in-store or via third-party platforms must be returned via that store/platform's own policy.
Do you offer exchanges?
Yes, once per order, subject to stock availability, via the same Request a Return process.
What should I do if I receive the wrong item, size, or a damaged product?
Please submit a return request via our Request a Return page within 3 calendar days. When submitting your request, kindly provide:
- Your name, email address and phone number
- Your order number
- Your item(s) you wish to return
- Your reason for the return and any comments
- Clear photos
If the error/defect is Giordano's responsibility, return shipping is arranged at no cost to the customer; change-of-mind returns are the customer's responsibility.
When will I receive my refund?
Refunds are processed after the returned item is received and verified; once issued, they may take 10 business days to reflect.
Account & Emails
I entered the wrong email address. What should I do?
Please contact our Customer Care Team with your order details. For security reasons, we may request verification before updating your email address.
Why didn’t I receive my order confirmation email?
Please check your spam or junk folder. If you still cannot find the email, please contact our Customer Care Team.
How do I check my order status?
To check your order status, log in to your account and go to Order History. If you placed your order as a guest, please use the tracking details provided in your confirmation email.
Gift Cards
How do I purchase a gift card?
Gift cards can be purchased directly from our website and will be sent to the recipient via email.
- Online gift cards are valid for use on our Indonesia online store only and cannot be redeemed in physical retail stores.
- Gift cards are non‑refundable and cannot be exchanged for cash.
- Customers are responsible for keeping their gift card codes secure.
*Please note that online gift cards are valid for use on http://www.giordano.co.id and cannot be redeemed in physical retail stores.
How do I redeem a gift card?
Enter the gift card code at checkout under the “Discount Code or Gift Card” field. The gift card value will be applied to your order total.
When does a gift card expire?
Gift cards are valid for 6 months from the date of purchase. Expiry dates are final and cannot be extended.
