Frequently Asked Questions
Order Cancellation and Return
1. How can I cancel an order?
You can cancel your order if it has not yet been processed (status ‘in processing’ or ‘awaiting payment’). Contact Goovi's customer service via the contact form or by phone from Italy at 800 087 573 (Mon-Fri, 9:30-17:30). From abroad: +39 06.30.03.3950. If payment was already made, contact us to request a refund.
2. What is the deadline and how do I cancel an order after it has been sent?
The deadline is 14 days after receiving the products. You must formalise your request via the contact form. More info can be found in our Terms and Conditions. Return shipping costs (€7.00 for Italy, €18.00 for Europe) are borne by the customer and will be deducted from the refund.
3. How should I proceed in the case of returning only part of an order?
For partial returns, contact customer service via the online form or phone. Shipping costs (€7.00 for Italy, €18.00 for Europe) remain the responsibility of the customer and will be deducted from the total refund amount.
4. What is the expiry date of Goovi supplements?
Goovi supplements have a minimum guaranteed expiry date of 60 days from the time of delivery.
Costs and Shipping of My Orders
1. How can I track the location of my order?
Upon confirmation, you will receive an email with a direct link to your order tracking page.
2. What is the cost of sending an order?
For Italy, the cost is €4.00 (free for orders over €49.90). For other European countries, please check our shipping page.
3. How long does my order take to arrive?
Delivery takes 3 to 5 working days from payment confirmation. This does not apply to islands or public holidays.
4. Do I have to register to buy online?
No, it is not essential, but registration provides access to exclusive benefits and faster checkout.
5. Does Goovi have customer service?
Yes, via the contact form or by phone at 800 087 573 (from Italy) or +39 06.30.03.3950 (from abroad).
6. What happens if a product arrives damaged?
Check the packaging upon arrival. If damaged, sign the receipt as ‘OIL ON RESERVE’. If the product is damaged inside, contact customer service with your order number and photos of the damage for a replacement or refund.
7. What should I do if I receive the wrong item?
Contact customer service via the form or phone, providing your order number and a photo of the received item. We will arrange a replacement or refund.
8. What is Goovi's privacy policy?
Our full privacy policy is available for review at: Privacy Policy.
9. Where can I receive my order?
You can request delivery to any residential or business address indicated during checkout.
10. How is home delivery processed?
You will receive an email once your order leaves the warehouse. If no one is present for delivery, two more attempts will be made before the order is held in a local warehouse for 5 days.
11. Can the delivery country be different from the purchase country?
Yes, you can purchase from outside Italy, but deliveries are limited to European territories.
Payment
1. What are the payment methods?
We accept credit/debit cards (MasterCard, Visa, Amex), PayPal, and bank transfers. You are only charged once the order is ready to ship.
2. Can I access my invoice?
Yes, invoices are sent by post/email within 30 days. You can also find them in your Personal Area under 'My Orders'.
3. Can I change the payment method after confirmation?
Yes, via your Personal Area. Select the specific order code to see available payment options.
4. My credit card was declined. Why?
Ensure the details match your card exactly. Common reasons include typos, expired cards, or reaching credit limits. Contact your bank for more details.
5. Can I get an invoice for my company?
Yes, provide your company details during checkout. Note that billing information cannot be changed once the order is finalized.
6. Is it safe to shop on the Goovi site?
Yes, our official shop uses industry-standard security measures and SSL data encryption to protect your information.
