FAQs

Email Address: support@goelia.com.au

WhatsApp: +852 6856 5288

To create your account on the GOELIA online store, click on "Create an Account". Fill in your email address - which becomes your username - as well as other required information.

Changing your password or billing information is very simple. Click on “Sign In” and enter your email address and password. Once connected, you can retrieve and change your personal information.

When logging in, click on "Forgot you password?" then enter the email address you created your account with. A link to reset your password will be emailed to you instantly. If you do not receive it in your regular inbox, check your spam mail.

You can email our Customer Service at support@goelia.com.au. We will provide you with a comprehensive answer as quickly as possible.

Generally, we need about 1 to 2 working days to process an order before sending it out. Once items are shipped out, we will send you a shipping email. The shipping time may vary from country to country. If there is no tracking number updated or the tracking information does not update for about five days, please feel free to contact our email support@goelia.com.au.

Our confirmation letter is sent out automatically by our ordering system.

Contact us immediately if you have not received a confirmation email within 12 hours of placing your order and yet have the payment charged from your credit card/Paypal account. We will confirm your order on our site and send you another confirmation email with your order number and order details.

There are a few possible reasons that could cause this to happen:

You have entered an incorrect or not frequently used email address when registering on our website. Since our confirmation emails are sent to the email address you registered with us, the letter will be lost.

You used the express checkout feature, which uses the email address associated with your Paypal account. This email address may not be the one you currently use, and it is recommended that you check both for our confirmation email.

Some email systems have filters that classify our email as junk mail to not get to your inbox. However, it is recommended that you look into your junk mail folder before contacting us, as there is a big chance your email system simply blocked it.

The shipping notification email is sent out automatically by our ordering system once your order has been shipped out. If you confirmed the order status as shipped, but didn't receive the shipping notification, you may have entered your email incorrectly or it could have been sent to your spam folder. If you still couldn't find the shipping notification, please contact GOELIA customer service at support@goelia.com.au, Any questions, reply within 24 hours.

Please allow 1-5 business days to process in addition to the shipping times, normally it will take about 10 to 15 business days to arrive. The arrival time varies from country to country. If you have problems tracking your order, please feel free to contact us at support@goelia.com.au, Any questions, reply within 24 hours.

The first thing to do is send us an email with all the necessary information stating you wish to cancel your order.

We cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange. You will have to be responsible for the postage required to send the original item to our collection warehouse. In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.

If your order hasn't been placed yet, you can change it directly in your shopping cart. After you submit the order if you want to modify /change it, such as change shipping address, change size or product, etc, please contact our Customer Care Team at support@goelia.com.au timely, we will get back to you within 24 business hours.

You can try these methods as follows.

1. We suggest you change a device or browser and try again. Sometimes certain aspects of checkout won't display or function properly.

2. And you are suggested to try and checkout using PayPal express check out to see if that helps.

If you're still having trouble, please feel free to contact our email support@goelia.com.au and let us know in detail we'll investigate further.

Have you checked the expiration date of your coupon code?

Please be sure to enter your code without leaving spaces. Try clearing the cache of your browser. If your code works, a text will appear to state that your coupon code was taken into account. Codes may not be used concurrently: if you have several, only one may be used per order. After following these steps, and if the code still won't work, please be sure to contact Goelia Customer Service: support@goelia.com.au

If you have not received your package, please be sure to track your package using the tracking number received via email. You also can contact our customer service team for more help: support@goelia.com.au

In this event, please be sure to contact Goelia Customer Service (support@goelia.com.au) before returning the item. They will guide you regarding the procedure to follow.