Frequently Asked Questions
Members can only cancel their order for five minutes after the order has been submitted. To do so, please contact a service specialist at http://www.gilt.com/support/faq.
If you wish to modify your order details, you will have a brief window of 5 minutes to change your shipping address, shipping method or payment option by visiting your My Account page, reviewing your order under 'Orders', and clicking on 'Modify Order', this will bring you back to the checkout screen. You will simply need to click 'Submit your Order' again to save the changes.
* Please note this option is currently only available via our site and not our mobile app.
Unfortunately we do not have the administrative capability to edit and remove items from an order once it has been submitted. Please note that members can cancel these orders and submit a new order, if necessary. There will be no charge to the credit card on file for successfully cancelled orders. Once an order has been cancelled on our administration system, we cannot reinstate it.
Once an order has been processed, we are unable to reroute USPS orders.
Service specialists may place an order for you, however, for the security of our members, your payment details and shipping address must already be stored in your account. Should you experience any difficulties at the checkout screen, please visit our help page to chat with us by clicking here.
Please note that if an order has been placed on your behalf by a Gilt Customer Service Specialist, due to security reasons, the Specialist is unable to reroute your order.
Any available credits on your Gilt account will automatically apply to your next purchase from Gilt or Gilt City. If the total cost of your purchase exceeds the amount of Gilt credit on your account, you will be required to pay the balance with a valid credit card. If your purchase costs less than the amount of Gilt credits on your account, any unspent credits will remain there.
Please note that a credit card must be supplied per transaction. Nothing will be charged to this credit card unless the cost of the order exceeds the available credits.
Unfortunately credits cannot be used for Travel purchases, gift cards or Gilt City offers purchased through a 3rd party. Gilt credit cannot be retroactively applied to an order at this time.
In accordance with Proposition 65, when a ceramic glaze meets FDA standards but fails to meet the standards of Proposition 65, we issue the following warning to our California customers:
"The materials used as colored decorations on the exterior of this product contain lead, a chemical known to the State of California to cause birth defects or other reproductive harm."
If the interior or pouring lip of a serving vessel is finished with a glaze that contains lead, we issue the following warning: "Use of this product will expose you to lead and/or cadmium, chemicals known to the State of California to cause birth defects or other reproductive harm."
For leaded crystal products, including leaded crystal stemware or glassware, we offer the following warning:
"Consuming foods or beverages that have been kept or served in leaded crystal products or handling products made of leaded crystal will expose you to lead - a chemical known to the State of California to cause birth defects or other reproductive harm."
For certain coated accessories and products, we offer the following warning:
"The materials used as colored decorations or coatings on the exterior of this product contain lead, a chemical known to the State of California to cause birth defects or other reproductive harm."
Code Rating Description
Never been carried. Pristine.
Like new. No flaws to report.
Maintained in excellent condition; only the slightest signs of wear that does not detract from the overall appearance of the bag.
Very well-maintained. Shows minor signs of wear on leather and/or hardware; consistent with light use.
Regularly used. Shows more signs of wear on leather and or hardware but appearance of bag is good overall.
Heavily used. Visible signs of wear that impact the appearance of bag.
Never Carried: None
Mint: like new, no visible flaws.
Excellent: Only the slightest signs of use.
- 1-2 marks on interior or exterior leather
- Bag maintains overall shape; may have slight corner wear
- Hardware may have slightly dulled but maintains overall shine.
Very Good: Used but very well-maintained, may show more imperfections.
- More than 1-2 marks on interior or exterior leather
- Bag has some loss of overall shape, more evident corner wear
- Hardware may have dulled and or contain slight scratches
- May have slight discoloration, or unevenness of color of lining
Good: Regularly used. Imperfections are consistent with more frequent handling
- Marks visible to eye on exterior/interior of bag
- Loss of shape is apparent
- Tarnish/scratches visible on hardware
- Color of bag is faded due to age (vachetta on Louis Vuitton has darkened)
- Bag may have indentations (usually caused by chains from Chanel)
Fair: Heavily used, visible signs of wear.
- More visible marks on exterior/interior of bag
- Visible loss of bag’s shape. Corners are worn
- Overall discoloration of bag on exterior/interior. Residue may be present
- Marks and or tears on lining are apparent. Bag has missing and or loose threads
- Severe tarnish/scratches on hardware
- Substantial water stains or very darkened vachetta on Louis Vuitton
- Could be missing an accompaniment (lock/key, etc.)
All of our discounts are created and applied to members' accounts on an ad-hoc basis and these promotions are e-mail specific. We like to provide our members with a unique shopping experience so promo codes are exclusive to different members at different times. The promo code can only be used on the account registered to the email address the discount notification was sent to.
Always check the terms and conditions of each promotion and discount as:
- Gilt.com and GiltCity.com, in most cases, have unique and separate promo codes.
- Some promo codes are specific to mobile devices.
- All promo codes will be applicable for a certain time period. An expiry date is always clearly indicated. Once a promo has expired, it cannot be reinstated.
- Promo codes need be applied at checkout. They cannot be applied retroactively to an order.
- All promotions have a maximum discount
- Any other terms or limitations will be indicated
In an effort to bring the most covetable product to our customers, we work with independent vendors to source product for some of our sales. This means that the product was provided to Gilt by a trusted independent supplier and not by the brand itself. As with all products sold on Gilt, Gilt stands behind the authenticity and quality of this product.
For items that are in our warehouse, Gilt offers four shipping options for U.S. domestic orders:
30 Day Gilt Unlimited - $9.95
Standard - $7.95
Expedited (2-Day) - $15.95
Overnight - $24.95
Most items will ship via USPS (including PO Boxes and APO/FPO addresses). Our Gilt Unlimited and Standard options ship via USPS. Please note that expedited or overnight shipping orders will be delivered by Fedex and must be placed before 3pm EST to to arrive within the estimated delivery dates.
Once an order has been processed, we are unable to reroute USPS orders.
Some items carry an additional delivery charge due to weight, size, specialty packaging or freight delivery. These delivery charges are clearly listed on the items they apply to and are not eligible for any combined or reduced shipping offers.
For international orders, Gilt offers $9.95 flat-rate shipping to most countries. Additional delivery charges may apply for large or heavy items.
Yes, Gilt Insider is a loyalty program for our members. Similar to an airline loyalty program, Gilt Insider members can receive and redeem points. Points are collected for numerous activities on Gilt.com, including purchases, visiting the site and connecting to Facebook Timeline. Points can be redeemed at any time for any benefits available at the time, including free shipping and percent-off discounts. Please visit: http://www.gilt.com/company/insider/faq
Gilt Unlimited is a shipping promotion in which members can pay $9.95 for 30 days of standard USPS shipping (excluding expedited and overnight shipping options). Certain product restrictions or exclusions may apply. Oversized items and items with special delivery charges do not qualify and will have additional charges as noted at checkout. Please note that members will pay in full for any expedited shipping method, such as Expedited (2-day) or Overnight shipping. The 30-Day Unlimited Shipping Promotion may be combined with other offers or discounts and currently the 30-Day Unlimited Shipping Promotion is not available for international shipping. 30-Day Unlimited Shipping Promotion is non-transferable, may only be used by the intended recipient and may be suspended or terminated at any time.
Gilt is currently obligated to collect sales tax on orders shipped to New York and Kentucky addresses. Each state's tax laws specify what purchases are subject to sales tax. The final total sales tax will be reflected at checkout and will include state and local taxes, as well as any applicable rebates or fees.
No sales tax is charged when purchasing e-gift cards; however, purchases paid for with e-gift card credits may be subject to tax.
For services (spa treatments, club memberships, dining experiences) and tickets to events (concerts, shows) sales tax is generally charged based on where the service or event is held and not the billing or shipping address of the member.
Should you receive a damaged item that was final sale at the time of purchase, please contact our Customer Services team using our contact details on the right or calling +1 877 280 0545. Please have your order number ready so our customer support team can resolve the situation as quickly and easily as possible.
If the damaged item is eligible for return, you can select the item for return on the Returns and Exchanges page and explain the type of damage. Please note that damaged items are eligible for a full refund in the original form of payment once the item is returned and the damage is confirmed.
Once your return package is delivered to our facility, an email will be sent to the address on file to notify you. The return will then enter processing for 72 hours after which time the refund or credit will be issued. On rare occasions delays may occur in processing returns so dont worry if you dont see your refund right away.
Credit card refunds may take 3-5 business days to appear on your statement depending on your bank. Please remember that your package needs some time to travel – it usually takes 10 days to be delivered depending on your location.
If a discount or promotional offer (including a Gilt Insider promotion) was used when purchasing an item which you later decide to return, the amount refunded to you will be for the amount paid at the time of purchase, rather than the original selling price. The cost of your order can be viewed by visiting "Orders" under "My Account" and clicking "View Details" on the relevant order. Any discounts or promotional credits used will not be reinstated to your Gilt account when an item is returned.
Gilt does not currently include return labels with orders. To return an item, please follow the steps below.
To start a return, please click here and select "Start a Return" or "Exchange". This section will prompt you to select items you wish to return across multiple orders. You will then be prompted to print a return label and slip. Please attach your label to the outside of the box and include the slip with your items and drop your package off at any US Postal Service location. Please note that return labels are only valid for 14 days from the when they are created.
If you need to cancel a return label and slip, please click cancel under the “Return History” section and start again.
In order to process your return and refund you as quickly as possible, we kindly ask that you use our prepaid return label and slip. This ensures that we can track your return and enables us to help if an issue occurs in transit. Items returned without the correct paperwork will take significantly more time than usual to process.
We're happy to exchange an item for another size if the item is returnable and we have it available in our inventory. Please note that this excludes any final sale items. To start an exchange, click here and select "Start a Return or Exchange" tab. All the eligible items for exchange will appear and you can press the "Exchange" button next to the item to see what sizes are available.
As part of the exchange, you will be asked repurchase the item in the alternative size and send the original one back to us. Once we receive your return back in the warehouse you will be reimbursed to the original form of payment on the original order and any applicable return shipping fee will be waived.
The following return policy applies to domestic orders only. For all international order information, please click here.
Our return policy strives to be flexible while allowing us to provide access to today’s top designer labels at up to 70% off the retail price. Unfortunately this means that not every product can be returned and some may be returnable for Gilt Credit only.
To make the process easier for our valued members, we've broken down the details on what exactly is returnable and when you can expect to receive your refund or Gilt account credit.
The following items can be returned:
Most apparel, footwear, hats, scarves and belts can be returned unless the item is marked as Final Sale on the sale page. All items that do not fall into the aforementioned categories are not eligible for return. Exceptions may apply so please read the return policy for each item on the live sale page very carefully.
Refunds and Credits
Returnable items that were purchased for $199 or less are eligible for a refund in the form of Gilt account credit. For all other returnable products, we offer two return options:
(1) A Gilt store credit with no additional return charges.
(2) A refund in the original form of payment minus a $7.95 charge that includes return shipping for the entire shipment.
If you wish to return an item that was damaged in transit or shipped incorrectly, we will also refund the shipping charges paid to the original form of payment. Please indicate if your item was damaged or incorrect while creating your return or by contacting Customer Service
If you request a refund in the original form of payment and used any Gilt credits to purchase the item, those Gilt credits will be reinstated in lieu of receiving a credit card refund. If the credit card used in connection with the purchase is expired or invalid, we will issue a check to the billing address on the credit card. If any promotional discount was applied at the time of purchase, you will be refunded for the actual amount paid at time of purchase. If you want to return an item received as a gift, please contact our Customer Service and you will receive your refund in Gilt account credit.
Once your return package has been delivered and processed at our facility, your refund or credit will be issued. If you are receiving a refund on your credit card, it will take an additional 3-5 days after we have processed your return to appear on your statement depending on your financial institution.
Eligible item(s) must be returned within 21 days of the date the item shipped, or as otherwise stated on the item return policy. Returned items must be unused, unworn, unwashed and undamaged. Please return items in their original packaging including: hangers, plastic wrap, hang tags, shoeboxes, dust bags and gift boxes.
Start a Return
To start a return, please click here and follow the instructions.
To add, edit or remove a credit card from your account, please click here to go to 'Payment Methods' under 'My Account'. The option to select a specific card as your default payment method is also available in this section. Updating your default credit card will not affect any previous orders placed. Please note that after an order has been submitted, we typically have just five minutes to cancel or modify it. Also, this option is currently only available via our site and not our mobile app.
Gilt credits issued as a result of gift cards and returns when the original order was paid by a credit card do not expire. These will remain in your account and will automatically apply towards your next order.
All other credits, such as return credits for purchases using credits and promotional or marketing credits typically expire between two weeks and one year from the date of issuance, unless otherwise stated. Please be sure to read any correspondance regarding promotional or marketing credits carefully, paying particular attention to the expiration date as these credits cannot be re-instated.
Go to Account Credits to view your current balance.
If an item is sold out, you can add it to your waitlist. We will notify you by email if we restock the item. If you receive an email notification, this simply indicates the item has become available but does not reserve the item for you. The item won't be reserved for you until you add it to your shopping cart and checkout.
Waitlist notifications occur when an order is cancelled or if a return is completed. There is no guarantee the items on your waitlist will come back into inventory or that you will receive and email notification if they do. We advise our members to regularly check their waitlist to see if their items have become available. You can check your waitlist by clicking on this link: http://www.gilt.com/account/waitlist
If you are having trouble logging in, simply visit the Gilt homepage here and attempt to sign in with your email address. From there, you can click on the 'Forgot your password?' link in the sign-in box. Once you enter your email address in the field provided, we will send you an email outlining the steps on how to reset your password.
Please note that the link is only valid for twelve hours after the email was sent and will expire after this timeframe. Make sure your new password is at least six characters long and allow for up to one hour for the system to update. If you have difficulty with the link, please try using a different internet browser. Google Chrome and Firefox are the most compatible.
Don't forget, your login credentials for Gilt, Gilt City and Travel are all the same. Changing your password will update it across all these sites.
If you you continue to have difficulty or don't remember the email address you used to register, give us a call and we can search our database for you.
If you are receiving too many Gilt emails, you can tailor your email notifications by clicking here or visit the 'Email Preferences' section of 'My Account'. Once you have adjusted your email preferences, remember to click 'Save Changes' and note that it may take five business days for your changes to come into effect.
Please note that if you would like to change the email address linked to your account, log in and click on 'Account' at the top of the page. Please click on 'Account Settings' where you can enter and save your new email address and allow up to 5 business days for these changes to come into effect. For security reasons, Gilt Customer Service Specialists are unable to do this on your behalf.