Navigating Gilt.com Customer Service Returns, Exchanges & Support Made Easy

Navigating Gilt.com: Your Complete Guide to Customer Service & Returns

by

Gilt.com offers insider access to top designer brands for women, men, kids, and home at incredible values. While the thrill of the find is a major draw, a smooth shopping experience also depends on knowing how to handle any questions or issues that may arise. Many shoppers look for gilt.com reviews to understand the process before buying, and a key part of that is the support available after a purchase. Whether you need to contact support, process a return, or simply understand the platform better, this guide has you covered. We’ll walk you through everything you need to know about gilt customer service and the gilt return policy to shop with confidence.

Table of Contents

How to Contact Gilt Customer Service

When you need assistance, knowing how to contact gilt customer service is the first step. Gilt provides several channels to ensure you can get the help you need, whether you have a question about an order, a return, or your account. The primary goal of what is gilt customer service at Gilt is to provide timely and helpful solutions.

Here are the main ways to get in touch with the gilt customer support team:

  • Phone Support: For those who prefer to speak with a representative, the official gilt customer service number is the best option. Does gilt have a phone number? Yes, you can call gilt customer service directly. The gilt phone number is 1-800-789-2233. This is the primary gilt 800 number for all general inquiries. Having the gilt 1800 number handy can be useful for resolving issues quickly. If you need to speak with a gilt customer service number live person, calling this gilt telephone number during business hours is your best bet. It serves as the main gilt customer service phone number for the gilt customer service number usa.
  • Live Chat: For quick questions, Gilt offers a gilt live chat feature. You can access it by clicking the chat icon in the bottom right-hand corner of the website. The Gilt Virtual Assistant is available 24/7 for general questions, and you can connect with a live Concierge agent during their available hours every day. Many users find this option convenient when they want to call gilt customer service live chat.
  • Email Support: If your inquiry isn’t urgent, you can email the gilt customer care team. By clicking “Email Us” on their contact page, you’ll be prompted to answer a few questions to direct your request to the right team. You can typically expect a reply within 48 hours. The official gilt customer service email form is the most reliable way to ensure your message is logged and handled properly, although for legal matters, a separate gilt email address ([email protected]) is provided.
  • VIP Assistance: Select members of the Gilt Unlimited Annual program have access to a dedicated VIP Assistance team for priority service.

For any specific needs, whether it’s for gilt city customer service or issues with the main site, using these official channels is the recommended approach. Knowing how do i contact gilt customer service ensures a direct and efficient resolution. Whether you need the gilt customer service contact number or prefer digital communication, customer service gilt has multiple options available.

The Official Gilt Return Policy Explained

Understanding the gilt com return policy is essential for a worry-free shopping experience. Gilt aims to make the process straightforward, but there are specific rules and timelines to follow. Let’s break down the key aspects of the gilt refund policy.

First, does gilt accept returns? Yes, for most items. The general gilt returns window is within 21 days from the shipment date.

Here are the core components of the policy for gilt.com returns:

  • Returnable Items: To be eligible for a return, items must be in their original, unworn condition with all original packaging and tags attached. This includes hangers, dust bags, and warranty cards.
  • Final Sale Items: Some items are marked as “Final Sale” in the product description. These items are not eligible for return or exchange. This policy also applies to most international orders, which are considered final sale.
  • Refund Options: Gilt offers two choices for your refund. This is the key to answering the question, “are gilt returns free?”
    1. Merchandise Credit: You can return your item for a Gilt merchandise credit and receive free return shipping. This is the best option if you plan to shop again and want to take advantage of gilt free returns.
    2. Original Form of Payment: You can have the refund sent to your original payment method, but a return fee of $11.99 will be deducted from your refund. So, while does gilt offer free returns is true in the case of store credit, a cash refund incurs a fee.
  • Wrong, Damaged, or Defective Items: If you receive an item that is incorrect, damaged, or defective, you should contact the gilt customer service review team immediately through chat or the support form. They will work to resolve the issue without the standard return fees applying to you.
  • Where Can You Return Gilt Purchases? All gilt groupe returns must be completed by mail. It is important to note that you cannot return Gilt items to physical retail locations. A common question is about gilt returns saks off fifth; however, Gilt purchases cannot be returned there or to any other store. You must use the provided mail-in process. The official gilt return address will be on the shipping label you generate.
  • Exchanges: Because inventory is limited and sales are time-sensitive, Gilt is unable to offer direct exchanges. The recommended process is to return the original item and place a new order for the desired item if it’s still available.

In summary, what is gilt return policy? It’s a 21-day mail-in policy where you can choose between free returns for store credit or a refund to your original payment method for a fee.

A Step-by-Step Guide: How to Return to Gilt

Now that you understand the policy, let’s cover how to return gilt items. The process is initiated online through your Gilt account.

Here is a simple, step-by-step guide on how to return to gilt:

  1. Start Your Return Online: Go to Gilt.com and log in to your account. Navigate to the Returns section. Many customers search for a direct link like www.gilt.com/returns to process their request, but you can find it easily within your account’s order history.
  2. Select Your Items: Choose the item(s) you wish to return from your list of eligible purchases. Note that Final Sale items or orders shipped more than 21 days ago will not be shown.
  3. Choose a Reason and Refund Method: Select the reason for your return from the dropdown menu. Then, choose whether you want a refund in the form of Gilt merchandise credit (with free return shipping) or a refund to your original payment method (with an $11.99 shipping fee).
  4. Download and Print Your Label: The system will generate a return slip and a prepaid shipping label. Print both. If you don’t have a printer, FedEx will email a QR code within 24 hours that you can use at a drop-off location.
  5. Package Your Return: Place the item(s) and the return slip inside a box. Ensure all original packaging, like dust bags or warranty cards, is included. Securely affix the shipping label to the outside of the package.
  6. Ship Your Package: You can drop off your package at any FedEx location (like FedEx Office or Walgreens) or at a United States Post Office location.

If you misplace your label, you can always go back into your “Return History” on Gilt’s website to reprint it. Following these steps ensures your return is processed smoothly and your refund is issued promptly.

Managing Your Gilt Account and Orders

Beyond customer service and returns, effective management of your account and orders is crucial.

  • Order Status: You can check the status of any order, view your order history, and find tracking information by logging into your account and visiting the “Orders” tab. Once an item ships, a tracking number will be provided.
  • Cancelling an Order: A frequent question is how to cancel an order on gilt. Because Gilt works quickly to process and ship orders, it is generally not possible to change or cancel an order once it has been placed. If you need to make a change, you should contact the gilt.com customer service team immediately, but be aware that cancellation is not guaranteed if the order has already been processed or shipped.
  • Payments and Charges: Gilt accepts all major U.S. credit cards. The giltcom charge on credit card statements will only appear once your order has shipped. Before that, you may see a temporary authorization hold, which will drop off within a few business days. This is standard practice and helps ensure funds are available for the purchase.

Understanding Gilt: Reputation, Business Model, and Authenticity

When shopping online, especially for luxury goods, questions about legitimacy are common. Queries like “is gilt reputable?” and “is gilt a safe website?” often appear in search results and gilt online shopping reviews. To address these and other points raised in gilt customer reviews and gilt app reviews, it’s helpful to understand how the company operates. It’s also worth noting a common misspelling shoppers use is guilt, but the correct name is Gilt.

  • Who owns gilt.com? Gilt is owned and operated by Gilt Groupe, LP, which is part of the Rue Gilt Groupe portfolio of e-commerce companies.
  • Where is gilt located? The company is headquartered in Boston, Massachusetts, with additional offices across the U.S. As for where does gilt ship from, most items ship from their warehouses, though some may come directly from vendors.
  • Business Model: Gilt’s core business is offering “insider-level access” to designer names through daily flash sales and curated shops, with prices up to 70% off retail. This model is why many people wonder, “is gilt worth it?” For shoppers seeking deals on high-end brands, the value can be significant.
  • Product Sourcing and Authenticity: To provide such a wide array of products, Gilt sometimes sources merchandise from trusted independent suppliers, not directly from the brand owner. This can include pre-owned items. This is a key point in many gilt online store review articles. Gilt explicitly states that it “stands by the authenticity of every product sold on our site.” This transparency helps answer questions like “is gilt com real” or “is gilt com reliable.”
  • Reviews: While individual experiences can vary, as seen in gilt bbb reviews or gilt com reviews 2025, understanding the business model—flash sales, final sale items, and diverse sourcing—provides important context. Many positive gilt shopping reviews focus on the thrill of finding luxury items at a discount.

Ultimately, Gilt operates as a legitimate and established off-price e-commerce retailer. Being an informed customer about their policies, especially regarding returns and “Final Sale” items, is the best way to ensure a positive shopping experience.

Frequently Asked Questions

What is the Gilt customer service number?
The main gilt 800 number for customer service is 1-800-789-2233. This is the best gilt customer support phone number for general inquiries.

Does Gilt offer free returns?
Yes, Gilt offers free return shipping if you opt to receive your refund as a Gilt merchandise credit. If you prefer a refund to your original payment method, a return shipping fee of $11.99 is deducted.

What is Gilt’s return policy?
Returnable items can be returned within 21 days of the shipment date for a refund as either merchandise credit or back to the original form of payment. Items must be in their original condition. “Final Sale” items cannot be returned.

How do I cancel an order on Gilt?
Orders process very quickly, so cancellation is often not possible. You should contact Gilt customer service immediately after placing the order to see if they can assist, but it is not guaranteed.

Are Gilt items authentic?
Gilt states that it stands by the authenticity of every product sold on its site, which are sourced either directly from brands or from trusted independent suppliers.

Can I return Gilt purchases to a Saks Off 5th store?
No. All returns, including for gilt outlet returns, must be mailed back to Gilt directly using their online return process. Returns are not accepted at any physical retail stores.

How do I contact Gilt’s customer service?
You can contact the gilt customer service email address through their website’s support form, use the gilt live chat feature for immediate questions, or call the gilt customer service phone number at 1-800-789-2233.

Does Gilt do exchanges?
Due to the limited quantity and time-sensitive nature of their sales, Gilt is unable to offer direct exchanges. The recommended method is to return the item and place a new order.