Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at


Estimated delivery time by regions (if not noted differently on the product page):

➡️ United States .......... 7-15 days

➡️ United Kingdom ........ 7-15 days

➡️ Canada ...................... 10-20 days

➡️ Australia ................... 9-18 days

➡️ Ireland ....................... 10-15 days

➡️ Rest of the Europe.. 8-20 days

Items will be shipped as soon as possible, but not later than within 5 business day on payment received. Delivery time depends on destination and other factors (for example Christmas or other holidays). 

You will receive your order on advertised time from the date that it is shipped out, not necessarily from the date that it is placed. 

After your payment is authorized and verified, it can still take one business day to process your order. The delivery time-frame is just an estimate and it does not include weekend or holidays.

If your tracking information states that your package was delivered and you have not received it, you must address this issue with your local post office. Gitelle does not hold responsibility for packages that state to be delivered.

To ensure that your package is properly delivered and you receive shipment on time, please make sure your address is fully entered and correct. Use correct abbreviations and have spaces inserted properly, we cannot take responsibility for incorrect information provided by customer

When package is sent out, we are not able to call it back or cancel the order anymore.

It usually takes 7-10 days (or more on holiday period) for packet to go through crossborder facilities. Just wait patiently, everything is on track.

Tracking data becomes available within few days when the carrier has registered the parcel in their system. 

Please kindly use the tracking link provided in shipping confirmation email or go to our Order Tracking Page and insert yor tracking code to get detailed tracking log.

NB! Tracking information may not be available few days after shipping as it is still in primary processing. It is totally normal.


If you receive a damaged or incomplete order, we understand how frustrating that can be. However, we are committed to making things right for our customers, and we have a process in place to address these issues promptly. Here's what you should do if you receive a damaged or incomplete order:

  • Take photos of the package: When you receive the package, take photos of the outside of the box or envelope, including any damage or signs of mishandling. These photos will help us determine whether the damage occurred during shipping or before the package was shipped.
  • Take photos of the contents: Once you have opened the package, take photos of all the items you received. Be sure to include any items that are missing or damaged. These photos will help us determine the extent of the damage or missing items and enable us to provide a solution.
  • Contact us right away: After taking the photos, contact us immediately to let us know what happened. You can reach us through our customer support email or phone number. Please provide us with your order number, a description of the issue, and the photos you took. We'll work with you to resolve the issue as quickly as possible.
  • Wait for our response: After we receive your message and photos, we'll review the information and get back to you with a solution. Depending on the issue, we may offer a replacement, a refund, or another solution. We'll do our best to resolve the issue to your satisfaction.
  • Follow our instructions: If we need you to return any damaged or incorrect items, we'll provide you with instructions on how to do so. Please follow these instructions carefully to ensure that your return is processed quickly and efficiently.

We take every effort to ensure that our customers receive their orders on time and in good condition. However, sometimes things can go wrong. If you receive a damaged or incomplete order, please don't hesitate to contact us right away. We're here to help and will do everything we can to make things right.


We accept all major credit cards and PayPal.