Discovering luxury designer pieces at unbeatable prices is just part of the Gilt experience. To ensure your shopping journey remains smooth and satisfying, understanding how to access customer support, manage returns, and handle exchanges is essential. This comprehensive guide provides clear, actionable information to help you navigate Gilt’s support channels with confidence and ease.
Table of Contents
- How to Contact Gilt Customer Service
- Gilt Return Policy: How to Return Items
- Gilt Exchange Policy: What Are Your Options
- Managing Orders and Account Details
- Shopping Internationally with Gilt
- FAQs About Gilt Customer Service
- Final Thoughts: Making the Most of Your Gilt Experience
How to Contact Gilt Customer Service
When questions come up or support is needed, Gilt offers multiple ways to connect, ensuring help is always within reach.
Phone Support
For direct assistance, you can call Gilt customer service at 1-800-789-2233. This line is staffed seven days a week to assist with order questions, account issues, or returns. Select Gilt Unlimited Annual subscribers may receive access to a dedicated VIP Assistance line at 1-888-742-4283, offering priority customer service for an even more premium experience.
Email Support
Send your questions via email for detailed assistance:
- General inquiries: [email protected]
- International orders: [email protected] (English support only)
- Gilt Unlimited membership: [email protected]
- Legal or privacy concerns: [email protected]
Including your order ID, full name, and detailed description helps expedite response times.
Live Chat & Self-Service Resources
The Gilt website features a 24/7 virtual assistant for quick answers. For personalized support, click the chat icon to connect with a concierge representative. Additionally, the site offers comprehensive self-service options like tracking orders, initiating returns, and updating account information.
Gilt Return Policy: How to Return Items
Understanding Gilt’s return process helps ensure your returns are smooth and stress-free.
What Items Are Returnable?
Most items can be returned within 21 days of shipment if they are in their original condition, with tags attached, and include all original packaging (boxes, dust bags, accessories). Be aware that “Final Sale” items are typically non-returnable.
How to Initiate a Return
- Log into your Gilt account and navigate to the returns section.
- Select the item(s) you wish to return and choose your reason.
- Print the provided return label or opt for a QR code return if printing isn’t available.
- Pack the item securely, including all original packaging and accessories.
- Drop your package at a FedEx location, USPS, Walgreens, or schedule a pickup.
Refund Options & Processing Times
- Gilt Merchandise Credit: No-shipping fee; credited within 3-5 business days after receipt.
- Refund to Original Payment: An $11.99 return fee applies; refunds are typically processed within 10 business days.
Special Return Cases
- Damaged or Incorrect Items: Contact Gilt customer service promptly with details and photos.
- Gift Returns: You can return gifts for store credit; having the packing slip or order number accelerates the process.
- International Returns: Most international sales are final, but UK/EU customers can return within 14 days for a refund, subject to a shipping fee unless Gilt is at fault.
Gilt Exchange Policy: What Are Your Options
Due to the fast-paced nature of Gilt’s flash sales, direct product exchanges are generally not offered. Instead, if an item doesn’t fit or meet expectations:
- Return the original item for a refund or merchandise credit.
- Wait for your return to process.
- Place a new order for the desired product if it is still available.
This approach maintains inventory integrity and supports the exclusive, limited-quantity model Gilt is known for.
Managing Orders and Account Details
What If You Need to Change Your Order?
Once an order is placed, modifications are usually not possible due to rapid processing. Due to the speed of Gilt’s fulfillment process, changes to your order—including the billing address, payment method, or shipping type—are generally not possible once it has been placed. It’s always best to double-check your details before confirming your purchase. To avoid issues, review your order carefully before confirming.
Tracking Your Shipment
- You’ll receive an email with tracking info once your order ships.
- Use the tracking link to monitor your package’s journey.
- For international orders, tracking might be through Borderfree or eShopWorld portals.
Handling Lost or Delayed Packages
If your package shows as delivered but isn’t received:
- Check around your property.
- Confirm delivery address accuracy.
- Contact Gilt customer service for assistance, referencing your tracking info.
Account Management
- Update your email, password, or shipping addresses in the “Account Settings.”
- Manage email preferences to control promotional communications.
- Contact support to cancel your account if needed.
Shopping Internationally with Gilt
Gilt partners with Borderfree and eShopWorld to facilitate smooth international shopping experiences, including transparent pricing, guaranteed totals, and duty calculations.
Important Points
- International orders often considered final sale unless in UK/EU.
- Return options for UK/EU customers include a 14-day window with certain shipping fees waived if Gilt is at fault.
- Customs delays and failed deliveries can occur; tracking and carrier options help manage these issues.
For support with international orders, contact [email protected].
FAQs About Gilt Customer Service
How long does it take for a refund to appear?
Refunds to your original payment method generally take up to 10 business days. Merchandise credits are available within 3-5 business days.
Can I change my delivery address after ordering?
Changes are typically not possible once the order is processed, especially for orders paid via ApplePay, PayPal, or Afterpay.
What does “Final Sale” mean?
Final sale items are non-returnable. Damage or issues should be reported directly to customer service.
Can Gilt credits be used internationally?
Currently, Gilt credits and gift cards are limited to U.S. orders. International orders require payment via accepted credit cards.
What if my package is marked as delivered but isn’t received?
Verify address accuracy, check secure locations, and contact Gilt support for further help.
Is there a VIP customer service number?
Yes, select Gilt Unlimited Annual members are given access to a dedicated VIP support line at 1-888-742-4283.
Why doesn’t Gilt offer direct exchanges?
Due to the limited and high-turnover nature of Gilt’s inventory, exchanges are not feasible. Return your item and place a new order instead.
How do I manage email preferences?
Adjust your preferences via “Account Settings” — it may take up to 10 days to update.
Final Thoughts: Elevate Your Gilt Shopping Experience
Having a clear understanding of Gilt’s customer support options, return policies, and procedures for handling orders ensures a confident and enjoyable luxury shopping experience. Whether you’re seeking quick support via the Gilt customer service phone number, managing a return, or exploring international shopping options, the resources are designed to make your journey seamless. Stay informed, plan ahead, and indulge in the thrill of discovering designer deals with peace of mind.
