FAQs

Email Address: support@goelia.com.au

WhatsApp: +852 6856 5288

To create an account on the GOELIA online store, click on "Create an Account" and enter your email address, which will serve as your username, along with the required information.

Updating your password or billing information is easy. Click on "Sign In" and enter your email address and password. Once logged in, you can view and update your personal information.

When logging in, click on "Forgot your password?" and enter the email address associated with your account. You will receive a password reset link via email. If you don’t see it in your inbox, please check your spam or junk folder.

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

There are generally three reasons why you may not be able to log into your account:

1.You have not registered on our website. 2.Your password is incorrect. 3.You have forgotten your password.

If your password is incorrect or forgotten, please click “Forgot Your Password?” on the login page to reset it. If you have done this but do not receive the password reset link, first check your spam or junk folder. If you still can’t find the link, it is likely that you have not registered on our website. In that case, please click on “Create Account” and provide your email address and other required information.

By registering with us, you can easily access your order status and order history. You can also save your favorite items in “My Wishlist” and enjoy 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 take 1 to 2 working days to process an order before dispatching it. Once the items are shipped, we will send you a shipping confirmation email. Shipping times may vary depending on the country. If there is no tracking number updated or the tracking information does not update for about five days, please contact our support team at support@goelia.com.au for assistance.

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

If you do not receive a confirmation email within 12 hours of placing your order, yet you see that payment has been charged to your credit card or PayPal account, please contact us immediately. 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 this might happen:

You may have entered an incorrect or infrequently used email address when registering on our website. Since our confirmation emails are sent to the email address you registered with us, the email may have been 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, so please check both for our confirmation email.

Some email systems have filters that classify our emails as junk mail, preventing them from reaching your inbox. We recommend checking your junk mail folder before contacting us, as it’s possible your email system has simply blocked it.

The shipping notification email is sent automatically by our ordering system once your order has been shipped. If you confirmed that the order status is shipped but did not receive the shipping notification, it’s possible that you entered your email incorrectly or that it was sent to your spam folder. If you still can’t find the shipping notification, please contact GOELIA customer service at support@goelia.com.au. If you have any questions, reply within 24 hours.

Please allow 1-5 business days for processing in addition to the shipping times. Typically, it will take about 10 to 15 business days to arrive. The arrival time may vary depending on the country.If you have any problems tracking your order, please contact us at support@goelia.com.au. For any questions, reply within 24 hours.

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

Please note that we cannot cancel orders that have already been shipped. Once you receive our shipment notice, the order cannot be canceled. If this happens, you will need to wait for your package to arrive. You can then either keep the item or contact us for a return or exchange. You will be responsible for the postage required to send the original item back to our collection warehouse. In the case of a return, your payment will be refunded after we confirm receipt of the order at our collection warehouse.

If your order hasn’t been placed yet, you can make changes directly in your shopping cart. Once the order has been submitted, if you need to modify it—such as changing the shipping address, size, or product—please contact our Customer Care Team at support@goelia.com.au as soon as possible. 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 currently unable to offer customization options.

To use a discount code, enter it into the “discount code” field located on the payment page and then click “Apply.” Once the code has been validated, the offer will automatically be applied to your order.

You can follow the “Size Guide” on each product page to select the appropriate size for yourself.

You can try the following methods:

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 Customer Care Team at support@goelia.com.au and let us know in detail— we’ll investigate further.

1.Have you checked the expiration date of your coupon code?

2.Please make sure to enter your code without leaving spaces. Try clearing your browser’s cache.

3.If your code works, a confirmation message will appear stating that your coupon code has been applied successfully.

4.Please note that codes cannot be used concurrently—only one can be applied per order.

If you’ve followed these steps and the code still doesn’t work, please contact Goelia Customer Service at support@goelia.com.au.

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

The payment will be processed immediately once it is authorized. You will receive an email confirming your order. If your card is not authorized or is under pre-authorization status, payment will not be taken.

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

If you haven’t received your package, please track your order using the tracking number provided in the shipment email. If you need further assistance, feel free to contact our customer service team at support@goelia.com.au.

In this case, please contact Goelia Customer Service (support@goelia.com.au) before returning the item. They will guide you through 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 proper delivery of your package, please make sure your address is complete and correct, including all necessary information.

Sometimes, you may receive separate packages, and there will be no additional costs involved.

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 collaborates 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 for a return.

Yes, the security and privacy of your personal information are of the utmost importance to us. All transactions made on goelia1995.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.