FAQ
Frequently Asked Questions
Welcome to the Goieanilanes FAQ page.
Below you will find answers to common questions about payment, delivery, order changes, damaged products, and customer communications.
If you still need assistance, please email support@goieanilanes.com and include your order number together with the email address used at checkout. Providing both details will help our team locate your purchase more efficiently.
Ordering and Payment
How do I enter a discount code?
An eligible promotional code can be applied during checkout before payment is completed.
Please follow these steps:
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Select the product you would like to purchase and click Add to Cart.
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Open your cart and continue to the checkout page.
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Locate the discount-code field and enter your code.
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Confirm that the discount has been applied before completing payment.
When using a mobile device:
Tap Show order summary to reveal the discount-code field.
When using a desktop computer:
The discount box will usually appear in the order-summary area on the right-hand side of the checkout page.
After the code has been accepted, you may complete your payment through PayPal or with an available debit or credit card.
Which payment methods are accepted?
Goieanilanes supports a range of secure payment options, which may include:
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PayPal
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Visa
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Mastercard
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American Express
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Diners Club
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Most widely used debit and credit cards
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Apple Pay
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Google Pay
The exact payment methods available to you may depend on your country, device, browser, currency, and checkout eligibility.
What is the shipping charge?
Our standard international shipping fee is generally USD $5.99.
The final amount may vary depending on the destination, order details, or any promotion active at the time of purchase.
The applicable shipping cost will always be shown at checkout before you submit your payment.
Shipping and Delivery
Does Goieanilanes ship internationally?
Yes. We provide shipping to many countries and regions worldwide.
We work with international warehouses, fulfillment providers, and logistics partners. Depending on product availability and your delivery destination, an order may be dispatched from the most appropriate available location.
How long will delivery take?
After the order has been processed and shipped, estimated delivery generally takes 10–20 business days.
Delivery periods are estimates only and may be affected by customs clearance, carrier delays, weather conditions, public holidays, remote destinations, or other circumstances outside our reasonable control.
How can I follow my shipment?
Once your parcel has been dispatched, a shipping-confirmation email will be sent to the email address used during checkout.
This message will normally include a tracking number.
You can use the tracking number through an international tracking service such as 17TRACK or through the relevant carrier’s official tracking website.
Why is my tracking page not showing new information?
Tracking details may not appear immediately after a package is shipped.
Please allow approximately 24–48 hours after receiving the shipping-confirmation email for the carrier’s system to register the parcel.
It is also common for a shipment to remain without a new update for several days while traveling between sorting centers, customs facilities, airports, or regional delivery hubs.
Why did only part of my order arrive?
Orders containing multiple products may be divided into separate shipments.
This may happen when:
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Products are stored in different warehouses
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Items are available from different fulfillment partners
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Separate shipment may help avoid unnecessary delays
Each parcel may have a different tracking number. When an order is divided, separate shipping-confirmation emails may be sent for each package.
Please review all tracking numbers associated with your order before reporting an item as missing.
Order Changes and Cancellations
Can I update my shipping address, recipient name, or telephone number?
Requests involving delivery information are highly time-sensitive.
Please email support@goieanilanes.com immediately and use the subject line:
Urgent: Address Change
Your email should include:
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Your order number, for example: 071SHOP-112938
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The email address used to place the order
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The complete corrected recipient name
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The full corrected delivery address
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The correct telephone number, where applicable
We will make reasonable efforts to update the information if the order has not yet entered processing or fulfillment.
Once a package has been shipped, we are generally unable to change the delivery details. In that situation, you may need to contact the shipping carrier directly to ask whether a delivery adjustment is available.
Can I modify the product, size, color, or quantity in my order?
Order-item changes must also be requested as quickly as possible.
Email support@goieanilanes.com using the subject line:
Urgent: Order Change
Please provide:
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Your order number, for example: 071SHOP-112938
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Your checkout email address
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A clear description of the requested change
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The replacement product, size, color, variation, or quantity
Changes can only be considered before the order reaches the fulfillment stage.
Because orders may begin processing soon after they are submitted, the available period for requesting a modification may be very limited.
Can an order be canceled?
An order may be eligible for cancellation if it has not yet been dispatched.
Please contact our support team immediately with your order number and checkout email address.
A reasonable processing or handling fee may apply where permitted.
Once an order has shipped, it can no longer be canceled.
Problems After Delivery
What should I do if my order arrives damaged?
We are sorry that your product arrived in damaged condition.
Please contact support@goieanilanes.com and include:
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Your order number
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The email address used for the purchase
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Clear photographs or a short video showing the damage
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A photograph of the shipping label attached to the package
Providing complete evidence will help our team review the issue and determine the appropriate next step.
What should I do if the product appears defective?
Goieanilanes takes product-quality concerns seriously.
Please email support@goieanilanes.com with:
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Your order number
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Your order email address
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A detailed explanation of the suspected defect
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Clear photographs or a short video showing the problem
Our support team will review the information and assist you according to the applicable return, refund, or replacement policy.
What if I received the wrong product?
If the product delivered is different from the item you ordered, please contact us as soon as possible.
Include the following information:
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Your order number
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Your checkout email address
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The name or description of the product ordered
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A photograph or video of the product received
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A photograph of the shipping label and packaging, if available
What should I do if an item is missing?
Before contacting us, please check whether your order was divided into more than one parcel.
If all associated tracking numbers show delivery and an item is still missing, email support@goieanilanes.com with:
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Your order number
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Your order email address
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A list of the missing products
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Photographs of the parcel, packaging, and products received
Our team will review the shipment details and assist you further.
Account and Email Notifications
Why did I not receive an order-confirmation email?
Please first check your spam, junk, promotions, and filtered email folders.
You should also confirm that the email address entered during checkout was correct.
If the confirmation cannot be found, contact support@goieanilanes.com from the email address you believe was used for the order.
Our customer service team will try to locate the purchase and resend the confirmation where possible.
When should I receive my tracking number?
Tracking details are generally sent within 1–2 business days after the order has been processed for shipment.
If more time has passed:
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Check your spam or junk folder.
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Confirm that your checkout email address was entered correctly.
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Contact our support team with your order number and order email.