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, there are three reasons why you can’t log into your account: you did not register on our website or your password is incorrect or you forget the password. If your password is incorrect or you do not remember the password, please try to change your password via clicking “Forgot Your Password?” on the login page.

If you have done it, but you do not receive a link to reset your password later. First of all, please kindly check your spam. If you still can’t find the link, you most likely have not registered on our website. Please kindly click on “Create Account” and fill in your email address as well as other required information.

If you register with us, you can easily access to your orders status and order history; you can also access to your favorite items in “My Wishlist” and even enjoy sweet deals with our exclusive discounts, promotions, and special offers.

If you want to delete your GOELIA.com account, please contact our customer service by email: support@goelia.com.au.

To change your password, log in to your account and go to the “Reset Your password” section.

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.

After the order ships out, you will receive a shipment email with the tracking number provided. To track your order, log in to your account, click on “Track Order”, and then submit the tracking number or order number and email.

We are sorry, but we currently do not offer customization options.

To use a discount code, you can simply enter it into the “discount code” field located on the payment page and then input the discount code. Once the code has been validated, the offer will automatically be taken into account in your order.

You can follow up the “Size Guide” on each product page to choose the fit size for yourself.

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

We accept all currencies. Websites will automatically switch currencies based on your IP address. If you need, you can change the settings in the upper right corner of the page according to the location of the picture below.

The money will be taken immediately once it is authorized. An email will be sent to you to confirm your order. But if your card is not authorized or is under the status of pre-authorization, payment will not be taken.

One order can be applied only one discount code. Multiple coupons cannot be used at the same time.

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.

Yes, GOELIA ships to most countries and regions worldwide and all of our orders are shipped via SF international, UPS, TNT, and FedEx. A tracking number will be sent to you by email once your item is shipped out.

You can send us an email stating that you need to change your shipping address. Here is the email address: support@goelia.com.au. To ensure that your package can be properly delivered, please make sure that your address is complete and correct with all the necessary information.

Sometimes, you may receive separated packages, please do not worry, there will be no additional costs.

1. We currently have warehouses in the United States, China, and Australia. Products will be sent as per the principle of proximity.

2. Your order includes many products, which are too big to ship out within one package.

All of our orders are shipped via SF international, UPS, TNT, and FedEx.

Free shipping for orders over US $129 in America, CA $169 in Canada, GB ￡99 in the United Kingdom, HK $500 in Hong Kong SAR, AU $129 in Australia, SG $129 in Singapore, and US $129 in other countries.

Otherwise, the Shipping costs US $12 in America, CA $16 in Canada, GB ￡10 in the United Kingdom, HK $20 in Hong Kong SAR, AU $16 in Australia, SG $10 in Singapore, and US $12 in other countries.

All delivery options and their corresponding fees will be displayed at checkout.

1. Click 'Start A Return' Button (returns can be made within 15 days of receipt of the item).

2. Fill in your order number and Email or Phone to find your order.

3. Select the item(s) you would like to request, specify the reason, and make an online submission. After submitting your return or refund request, we will notify you of the request's status by email.

4. After we approve your return request, you will receive the 'Return Details' by email.

5. Please write down the order number and email address on the paper and send it with the package (USPS is not recommended). Otherwise, the refund process will be impacted.

6. Provide the logistics company and tracking number on the refund request page once the courier has been shipped.

7. If your item is eligible for a refund, the funds will be returned to the original form of payment within 1-3 business days of being processed.

The returned items will not be accepted in the following cases.

① Goods have been washed;

② Man-made damage;

③ Goods incomplete, such as cutting off hang tags and wash mark and missing accessories;

④ Goods stained with foundation, perfume, cigarettes, deodorant, hair and any other conditions that affect secondary sales;

⑤ Goods that have been clearly stated at the time of purchase as non-returnable;

⑥ Goods beyond the after-sales service time;

⑦ Goods for which postage has not been paid in advance (paid postage on delivery is not accepted);

⑧The delivery form must be sent back with the returned items, otherwise no refund will be processed. If you do not find the return form in the package, please write down your email information and order number on paper and send it to us.

Customers are responsible for shipping costs, customs, and taxes fees.

We will offer a full refund for you on all returned items that are unworn, unwashed, undamaged with all original tags attached.

After we approve your refund request, the funds will be returned to the original form of payment within 1-3 business days of being processed.

1. Fill a basin with water temperature not higher than 40°C.

2. Add a few drops of a silk-specific detergent and avoid using alkaline detergents such as soap or laundry detergent.

3. Let the garment soak for three minutes.

4. Gently agitate the garment in the water.

5. Hang the garment to dry.

Triacetate has better heat resistance compared to acetate. It can withstand higher temperatures without melting or deforming, making it more suitable for garments that require ironing or exposure to heat.

Triacetate has better wrinkle resistance than acetate. It tends to retain its shape and resist wrinkling, resulting in garments with a more polished appearance.

Triacetate is generally stronger and more durable than acetate. It has higher resistance to wear, stretching, and abrasion, making it more suitable for long-lasting garments.

Our items are designed and crafted with passion by our technical team, led by Master Prof. Sun from Paris. Prof. Sun works with GOELIA’s technical team to create and refine garment patterns that complement oriental beauty. These items are produced in China.

In spite of the great care we take with our products and the quality control we carry out, an item may exceptionally be defective. If that is the case, you can contact our customer service and apply return.

The security and privacy of your personal information are of the utmost importance to us. All the transactions made on GOELIA.com are secure. We utilize encrypted payment gateways to safeguard your financial data during transactions. This ensures that your payment information is protected from unauthorized access.

When you visit our site, the information collected is stored by your browser. We ensure that certain personal data is made available to strategic partners who work with us to provide our products and services or assist us in marketing to customers.

Personal data will only be shared with these companies in order to provide or improve our products, services, and advertising. It will not be shared with third parties for their own marketing purposes without your prior express consent.