Once your order has been processed and shipped, you will receive a tracking link by email.

Delivery time may vary depending on your country, local courier, customs, transport routes and possible delays in the delivery network.

If your tracking link shows movement, your parcel is still on its way.

Some deliveries may take longer than usual due to courier delays, customs processing, transport issues, strikes or deliveries to remote areas and islands.

We understand that waiting can be frustrating. Our team follows up with the courier when needed and does everything possible to help your order arrive as soon as possible.

Tracking information does not always update every day, especially when a parcel is moving between countries, sorting centers or local delivery partners.

If your tracking has not changed for a longer period, please contact our support team with your order number so we can check the situation with the courier.

Please first check your spam or junk folder.

If you still cannot find the tracking email, contact our support team with your order number or account email address. We will help you find the tracking details.

If your order has not yet been shipped, we may still be able to update the delivery address.

Once your parcel has already left our warehouse, changes are usually no longer possible from our side. In that case, you may need to contact the courier directly.

Please contact support as soon as possible with the full and correct delivery address.

• Full street name
• House or building number
• Apartment number, if applicable
• Postal code
• City
• Country
• Any useful delivery details

Yes, deliveries to islands and remote regions can take longer than standard deliveries.

This is due to additional transport steps and local courier logistics. We always try to follow these orders carefully, but the delivery time can be longer than usual.

No. Unpaid orders are not processed or shipped.

If payment was not completed successfully, the order may still appear temporarily in your account, but it will not leave the warehouse until payment has been completed.

Delivery times can differ, even when orders are placed close together.

This can depend on the destination, courier route, sorting center, local delivery partner and tracking updates. One parcel may move faster than another, even within the same country.

If there is a serious delay or the courier confirms that a package may be lost, our support team will investigate the situation.

Please contact support with your order number so we can follow up with the courier and check the best solution.

Sometimes payment confirmation and order synchronization can take a little time.

If your order does not appear after a few hours, please contact support with your payment confirmation, account email and any order details you have.

If your order has not yet left the warehouse, cancellation may still be possible.

If the order has already been shipped, we cannot stop the delivery. In that case, support will explain the next steps according to the return process.

Refund requests are reviewed according to our return and refund policy.

Please contact support with your order number and the reason for your request so we can review your situation correctly.

For hygiene and safety reasons, opened or used products cannot be returned.

We can only accept returns for products that are unopened and meet the return conditions.

We are sorry to hear that.

For hygiene and safety reasons, we can only accept returns of unopened products. If the product has already been opened or used, it cannot be returned.

If you have concerns about how a product affects you, we recommend stopping use and consulting a qualified healthcare professional.

Please contact our support team with your account email, payment details and a short explanation of the situation.

We will review the payment and explain what happened.

You can contact support to request cancellation of your Lab X subscription.

After cancellation, your subscription will normally remain active until the end of the current billing period. After that, it will stop and no future subscription renewals will be processed.

You can reactivate Lab X at any time through your account.

Yes. Lab X can be reactivated at any time through your account.

If you need help with reactivation, our support team can guide you.

This depends on the specific situation.

If the Lab X subscription was active and the monthly renewal was processed according to the subscription conditions, the payment may not always be refundable.

If you believe something went wrong, please contact support so we can review your account individually.

After cancellation, Lab X may remain active until the end of the current billing period.

After that period ends, the subscription will stop.

Lab X is connected to specific features, status and benefits inside the Gilliou system.

For the exact conditions, please check the information in your back office or contact support if something is unclear.

Lab X renewals may be processed from the available balance connected to your account, depending on the subscription conditions.

If you believe this was incorrect, please contact support so we can review your account.

There can be several reasons:

• The customer may have registered through another link
• The order may still be processing
• The system may still need to update
• The account may be connected to another sponsor

Please contact support with the customer’s name and email address so we can check it carefully.

Structure changes are reviewed case by case.

Please contact support with all relevant details. In some cases, adjustments may be possible, but this depends on the situation and the system rules.

Please contact support with your account details and explain the situation clearly.

Our team will review the request and let you know whether an adjustment is possible.

Each person should only use one account.

If you accidentally created multiple accounts, please contact support. We will review the situation and advise which account should remain active.

Some account, order, status and commission updates are processed during system synchronization.

This means certain changes may only become visible after the next update cycle.

Please check the News section in your back office first, as important account and status updates are often shared there.

If anything is still unclear, contact support and we will help you check your account.

KYC verification usually fails when the information in your Gilliou profile does not exactly match your identity document.

• Full legal name matches your ID
• Date of birth is correct
• Address is accurate
• Account details are complete

After correcting your profile, you can try the verification again.

Please update your profile details so they match your official identity document.

This is especially important for KYC verification, account security and payment-related processes.

Please try again and enter the verification code immediately after receiving it.

If the issue continues, contact support with the email address used for registration so we can help you further.

We are continuously working on improving the platform and adding more options where possible.

If your preferred language is not available yet, please use one of the currently supported languages for now and keep an eye on future updates.

Important updates are usually shared through your back office, the News section or by email.

Please check these channels regularly to stay informed.

No. Gilliou products are not intended to replace medical advice, diagnosis or treatment.

If you have a medical condition, use medication, are pregnant, breastfeeding or have concerns about using a product, please consult a qualified healthcare professional before use.

If you have a health condition or are unsure whether a product is suitable for you, please consult a qualified healthcare professional before use.

Our support team cannot give personal medical advice.

Please always follow the usage instructions provided with each product.

If you are unsure whether products are suitable for your personal situation, consult a qualified healthcare professional.

Product instructions can usually be found on the product packaging, label or product information page.

Please always follow the recommended usage instructions.

You can contact our support team through the official support channel or ticket system.

Please include as much relevant information as possible, such as your full name, account email address, order number, a clear explanation of the issue and screenshots or payment confirmation when relevant.

For privacy and account security reasons, some requests may need to come directly from the account owner.

If the request involves personal account changes, subscription changes, KYC, payments or structure changes, we may ask the account owner to contact us directly.

Your upline can often help faster with questions about business activity, structure, onboarding and practical guidance.

For technical account issues, payments, orders and verification, our support team is here to help.