Powered by:Proticaret
Help
Ask us
Frequently Asked Questions
How to place an order?

1. First, you must be a Guzella reseller to see the latest collection and place an order.

2. If you are a reseller and have not registered yet, you need to register and create an account

3. When you have an account click "Sign in" and fill your username and password to log in your account.

4. Click "Add to Cart" to add items that you love to your shopping cart.

5. Click "Cart" to verify the size, color, quantity of your items. Also you can add more.

6. Click "Checkout" button to check or modify your shipping address.

7. Select one shipping method and payment method in order to place the order.

8. Total products money + Shipping money = Total payable money.

9. If you make the cleared payment via PayPal, the status of your order is "paid".

10. We will prepare your order and ship it out as soon as possible after we receive the payment.

Do you ship to my country and what are the shipping rates?

We ship worldwide. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping weight for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers.

Does the product price include the shipping price?

The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.

How can I cancel my order, before and after payment ?

Cancellation before payment

If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.

Withdrawing an order after payment

If you have already paid for an order and want to cancel it, please contact our Customer Service Department at support.guzella.eu or call your customer representative as soon as possible. If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.

If the package has already been dispatched, then we are not able to cancel or change the order.

If you wish to cancel an existing order because you are adding other products, there is no need to cancel the entire order. Simply contact out Customer Service Department and we will process the updated order; there is usually no additional fee for this service. Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

If my items are detained by Customs, who is responsible for clearance of the items?

If the items are detained by Customs, the buyer is responsible for clearance of the items. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. Guzella do not add taxes, customs fees (excise and duty), or any other hidden charges.

Why am I experiencing problems when entering my payment details?

Firstly, make sure you have inputted the correct details by checking all information carefully. Contact your bank to ensure there are no problems with the card. After this, please us the contact form on the help page to submit details of any error messages received and we will investigate further.

When will I receive my items after I place an order?

The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used.

If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.

What should I do if I’ve forgotten my password?

Don't worry if you've forgotten your password! Simply click the Forgot your password Link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems.

What should I do if I have trouble logging in ?

Please follow these instructions:

Check your login details. Your login username is the email address you used for registration. If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option. Please make sure that your web browser accepts cookies.

The Guzella.eu website may be undergoing system maintenance. If so, please wait 30 minutes and try again.If you are still unable to access your account, you can contact our Customer Service Department at support.guzella.eu and indicate the problem. We will assign a new password for you and you can change it once you log in.

What is PayPal?

PayPal is a secure and trustworthy payment processing service which allows you to shop online.

PayPal can be used at Guzella.eu to purchase items by Credit Card (Visa, Mastercard, Discover, and American Express), Debit Card, or E- Check (i.e. using your regular Bank Account).

Guzella.eu cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.

How do I track my order?

Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.

How do I know that you have received my order?

Once you've placed your order, you will be directed to an order confirmation message, which will contain your order number.

This information will also be emailed to you, but it could take up to 30 minutes to arrive in your inbox! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.

If an email does not appear to have been received, please check your spam folder.