Frequently asked questions

Placing orders

• How do I place an order?

  The order process at the www.gisou.com website is as follows:

  1. Add the desired Gisou product(s) into your basket
  2. Check your cart (upper-right corner of your screen)
  3. Click on ‘proceed to checkout’
  4. Fill in your payment information, choose a shipping method and choose a payment method
  5. Review your order and information, then agree to the terms and conditions
  6. Click on ‘buy’
  7. You will be redirected to the page which enables you to complete your payment
  8. You will receive an order/payment confirmation email within a few minutes

• What payment methods does Gisou accept and is it safe to use my credit card online?

  We accept Visa, MasterCard, American Express, PayPal, Maestro, iDeal, Giropay, Dotpay, Mister Cash, SOFORT Banking and Bank transfer. All payments are processed through a secure checkout system provided by MultiSafepay. To ensure that you don’t experience any delays to your order, please make sure all of your details are entered correctly.

• How can I choose the currency I pay in?

  Order payments will be withdrawn from your bank in the corresponding currency depending on your bank details. Even though product prices are shown in Euros (€) on the website, your order will be charged in US Dollar when paying with a USD card. Please note that for the U.S. and Canada, VAT is deducted from the purchase price during checkout.

• Can I change my order or shipping details once I have placed my order?

  We can cancel an order when it is being prepared for dispatch. However, we are unable to change any shipping details when an order has been processed, nor can we add products to an existing order once it has been placed. If you wish to change the address to which your order is being shipped, please email [email protected] as soon as possible.

• How can I proceed my payment after receiving a ‘pending payment’ email?

  We are unable to send orders out that have a ‘pending payment’ status. The ‘pending payment’ email provides you with a link to continue your payment and order placement. When you do not continue your payment within 48 hours, your order will be cancelled automatically.

• Can I add gift packaging to my purchase?

  At this time, Gisou does not facilitate the option to add gift packaging to orders. Please know that we are working very hard to make sure this is possible in the near future.

• Can I order samples?

  At this time, Gisou does not offer sample products. Please know that we are working very hard to make sure this is possible in the near future.

Shipping & Returning

• Which countries does Gisou ship to?

  We ship to 17 countries worldwide, as listed on our Shipping & Return page. Our European orders are shipped from The Netherlands and our North American orders are shipped from the United States. If your location is not shown on our shipping list please know that we are working very hard to offer shipping to your region in the near future. You can also purchase Gisou products via one of our retail partners listed below

• How long does delivery take and how much will it cost?

  For information on delivery and shipping charges to your destination please consult our Shipping & Return page on our website. Please note that shipping costs remain the same when ordering multiple items.

• Is my package insured and do I need to sign for my order?

  All purchases are insured against theft and accidental damage whilst in transit from Gisou to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer insured. A signature is required for all deliveries.

• Can I ship to PO Boxes?

  Please note that we are unable to deliver to Post Office boxes, as the package needs to be signed by the customer.

• How can I track my order?

  Once your order has been dispatched, you will receive an email containing your tracking number. If you have not received an email containing a tracking link, your tracking link isn’t updating or isn’t working at all, please reach out to us as soon as possible via [email protected].

• What happens if I was unable to receive my package at the planned delivery moment?

  If you are not present at the moment of delivery, your parcel will automatically return to our warehouse. The return will be stated on the provided track and trace code. Please inform our Customer Care team via [email protected] about your package being returned to sender. Our team will assist you in re-sending your parcel as soon as possible.

• Which courier service delivers the packages?

  In the Netherlands all order are delivered by POSTNL. At this time we do not offer express delivery options. For exact delivery times please consult our Shipping & Return page.

• Can I return products that I bought from Gisou online?

  Customers have the right to return products within 14 days after the shipment arrival date. Please consult our customer care team ([email protected]) to request a valid Return Authorization number. For further instructions please consult the Shipping & Return page.

• Help! I received the wrong product, what should I do?

  Sorry! But don’t worry, if you’ve received a different product than you ordered, just e-mail [email protected] and our team will help you get the product you ordered. Please include the order number and a description of the fault.

Our products

• Is the Honey Infused Hair Oil suitable for every hair type?

  Our hair oil is absolutely suitable for every hair type! Gisou is a bee-based hair care line that can be used for every type of hair. Depending on your hair’s type and thickness, you can determine the right dosage for your hair to achieve the best results.

• How do I care for my Gisou product(s)?

  We advise customers to close the bottle of the Gisou Honey Infused Hair Oil with the dropper after every use. Leaving the bottle exposed to air for long periods of time can lead the consistency to become thicker and difficult to use on the hair. We also recommend to store Gisou products at room temperature - leaving them in excessively hot or cold temperatures can lead to a change in the consistency of the product. Long Term exposure to direct sunlight could also harm the consistency of the product. Rest assured, however, that it will not change the performance.

• Is there an expiration date on your products?

  Honey Infused Hair Oil: 12 months after open date (30 months when unopened)
  Honey Infused Hair Mask: 12 months after open date (30 months when unopened)
  Propolis Infused Texturizing Wave Spray: 12 months after open date(30 months when unopened)
  Propolis Infused Heat Protectant Spray: 12 months after open date(30 months when unopened)

• Does Gisou test on animals?

  Gisou is created with the mission to support the bees and all that they do for the ecosystem. All Gisou products are enriched with products derived from the Mirsalehi bee-garden and are cruelty-free and not tested on animals.

• Can’t find what you were looking for?

  Don’t worry! Just e-mail [email protected] and our customer care team will help you to their fullest potential.