At The Giraff, we are committed to delivering 100% authentic products to our customers. We offer a 3-day return window, but returns will only be accepted in the rare event that the item delivered is proven to be damaged. To initiate a return, the customer must provide an unboxing video that clearly shows the package being opened from a sealed state, without any cuts or edits. This video acts as proof of the item’s condition at the time of delivery and must be sent to us within 3 days of receiving the product. Returns requested without this unboxing video, or beyond the 3-day window, will not be accepted under any circumstances. Please note, returns due to sizing issues, change of mind, or personal preference are not eligible. Our policy ensures fairness and protects both the customer and the integrity of our clothing community.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@thegiraff.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@thegiraff.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thegiraff.com.