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Returns and Complaints



You can cancel an online purchase within 14 days of receiving the order, without giving a reason.

If the product is damaged, defective or not in accordance with the order, you can file a complaint. We will help you through the entire process.


WHAT CANNOT BE RETURNED?

Remember that not all products are eligible for return. Purchased perfume samples are prepared individually for your order, so they cannot be returned.

For health and hygiene reasons, returns are also not possible for some products after their seals have been opened. This applies to, among others, selected cosmetics applied directly to the skin, oil-based perfumes or deodorants.


How to make a return

STEP 1: REPORT YOUR RETURN

You have 14 days from receiving the order to decide whether the selected products will stay with you. If you want to make a return, fill out the online form and follow the instructions.

STEP 2: SEND US THE PRODUCTS

From the moment of notification you have another 14 days to hand over the returned products. You can send them to the address: Galilu, ul. Stępińska 22/30, lokal 307, 00-739 Warszawa – the shipping cost is your responsibility. Please note that we do not accept parcels sent to parcel lockers or cash on delivery.

If you prefer, you can also leave the return free of charge at one of our perfumeries. We will take care of the rest and forward the products to the warehouse where the return will be processed.

STEP 3: WAIT FOR THE REFUND

When everything is in order and the products qualify for a return, the funds will be returned to you no later than within 14 days from the notification of withdrawal from the contract. We will make the refund using the same method that was used to make the payment.

We may withhold the refund until we receive the products or confirmation of their dispatch – whichever occurs first.

How to file a complaint

STEP 1: SUBMIT A COMPLAINT

Fill out the complaint form and send it together with photos of the product to [email protected]. This will allow us to look into the matter immediately.

STEP 2: SEND US THE PRODUCT

You can send the complained product to the address: Galilu, ul. Stępińska 22/30, lokal 307, 00-739 Warszawa. Don’t worry about shipping costs – we will prepare a prepaid return label for you and send it by email. Include proof of purchase – a receipt or invoice – in the package.

If you prefer, you can also leave the product at any Galilu perfumery within 14 days of sending the form. We will take care of the rest.

STEP 3: WAIT FOR OUR DECISION

After the complaint has been reviewed we will let you know what happens next. If the complaint is accepted, we will replace the product with a new one or refund your money within 7 days. We will transfer the funds to the account indicated in the form or return them using the same method with which the order was paid.