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Contact Us
Send a MessageDomestic:
- Email: support@gilt.com
- Twitter: @GiltSupport
- Phone: +1 877 280 0545
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7am-10pm ET Weekdays
10am-6pm ET Weekends
10am-6pm ET US Holidays
International:
- Email: global-support@gilt.com
- Phone: +1 646 214 8899
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7am-6pm ET Weekdays
10am-6pm ET Weekends
10am-6pm ET US Holidays
Need Help?
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Frequently Asked Questions
Order Information:
Cancellation & Address Changes
You can cancel your order and change your address only within the first five minutes of placing the order.
Modify Order Contents
Regrettably, once an order has been confirmed at checkout we do not have the administrative capability to add /remove or change items. Once the order is placed, you do still have 5 minutes to cancel your order and replace it with the correct items if you wish.
All purchases must be made through our website or our mobile apps. We like to keep it quick and simple.
Your credits will be automatically applied to your next purchase. If the total amount of your purchase exceeds the amount of your Gilt credits, you must pay the balance from a credit card. If your purchase is less than your amount of Gilt credits, any unspent credits will remain in your account. You can use your Gilt credits for the purchase of merchandise from Gilt Groupe, Gilt Taste, Park and Bond and most offers from Gilt City. Credits cannot be used for Jetsetter purchases, gift cards or City offers purchased through a 3rd party such as Ticketmaster.
For items that are in our warehouse, Gilt offers four shipping options for U.S. domestic orders:
- Economy - $5.95
- Standard - $7.95
- Expedited (2-Day) - $15.95
- Overnight - $24.95
Most items will ship via UPS (USPS for PO Boxes and APO/FPO addresses). Our Economy option may ship via UPS SurePost (final delivery made by USPS). If you do not want your item shipped with UPS SurePost, we recommend using our Standard shipping method. 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 $19.95 flat-rate shipping to most countries. Additional delivery charges may apply for large or heavy items.
Gilt Groupe is currently obligated to collect sales tax on orders shipped to New York, Kentucky, and Nevada addresses. Each state's tax laws specify what purchases are subject to sales tax. The sales tax quoted at checkout is only an estimate. The final total sales tax will be reflected on your invoice 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 customer.
Return Policy:
Returning an item is easy. Click here to select the eligible items you wish to return and indicate how you’d like your refund. This will also allow you to return eligible items across multiple different orders. Then just print your return slip and shipping label, and drop your package off at any US Postal Service location – from home, in a blue drop box, from work, or at a Post Office.
Forget to include an item on your return? No problem, just click cancel under the “Return History” section and start again.
In order to process returns quickly, we kindly ask that you use our pre-paid USPS return labels that are created online. Returns conducted in this manner can be traced in our system, and should anything go wrong in transit, we will be able to help. These return labels also include barcodes on the top, which speed up the process at the warehouse, ensuring you receive your refund quickly!
Please note: Gilt does not include return labels with the order. To return an item, please follow the above steps.
The following return policy applies to domestic orders only. For all international order information, click here.
Our return policy strives to be flexible for our customer while allowing us to provide instant insider access to today’s top designer labels at up to 60% off retail. Unfortunately, we realize this means that not every product can be returned. To make things easier for you, we’ve outlined the details on what is returnable and when you can expect to get Gilt Credit or a refund. If you need additional assistance, please contact Customer Support. [link: http://www.gilt.com/support]
You can return the following items:
Apparel, footwear, hats, scarves, ties, and belts unless the item is Final Sale or otherwise stated on the product detail page. All items that do not fall into the aforementioned categories are not eligible for return. Exceptions may apply.
Refunds and Credits
Returnable items that are less than $200 are eligible for a refund in the form of Gilt Credits. For all other returnable products, we offer two return options:
(1) Get a Gilt store credit with a free return charge or
(2) Get a refund in the original form of payment minus a $9.95 return charge that includes return shipping and restocking costs for the entire shipment.
If the return is due to an item being delivered damaged or an incorrect item being shipped to you, we will also refund the shipping charges at the time the order was placed to your original form of payment. Please indicate if your item was damaged or incorrect while creating your return or by contacting Customer Support. [link: http://www.gilt.com/support]
If you request a refund in the original form of payment and used any Gilt store credits to purchase such item, those Gilt store credits will be reinstated in lieu of receiving a refund for that portion of the purchase. 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, you must contact our Customer Support and you will receive your refund in Gilt credit.
Your refund will be credited back to you after your return has been received and processed. 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.
Returns Window
Eligible item(s) must be returned within 21 days of the item shipped date 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 on garments, shoeboxes, dust bags and gift boxes.
Place a Return
It’s easy! To start a return, please click here and follow the instructions.
If you used a discount or promotional offer when purchasing an item which you later decide to return, the amount that will be issued back to you will be for the actual amount paid at the time of purchase, not the original selling price. Any discounts or promotional credits used will not be reinstated to your Gilt account.
Once your return is processed, it will usually take 48 hours for your Gilt account or credit card to be credited. We currently process returns in an average of 3 days of receipt at our Returns Center. Remember that the package also needs some time to travel – it usually takes about 5 days to get to us if you’re on the west coast. On rare occasions, due to volume & capacity constraints, returns may take longer to process. Look for announcements on our support page for delays due to holidays, inclement weather, etc.
Account Information:
Yes, we do! For more information on international shipping rates and the countries we service, please visit our International Support page. If you live in Japan, visit our Japanese site — www.gilt.jp.
It’s easy to add a new credit card, delete a card or change your credit card information on your account. Click here to go to "Credit Cards and Billing Addresses" in your Account. Please note that after an order has been placed, we are unable to update the card associated with it. Also, updating your default credit card will not affect any previous orders placed.
We use physical, electronic, and administrative safeguards to assist us in preventing unauthorized access, maintaining data accuracy, and correctly using your personal information.
In addition to our privacy policy, you can review Gilt’s security policy by clicking here.
Welcome to the Gilt family! Your account has been successfully transferred into our system. Feel free to access your account using your BuyWithMe login and password. If you have any unused BuyWithMe credit, it has also been added to your Gilt account for use on your next purchase. You can use these account credits at Gilt Groupe, Gilt Taste, Park and Bond or Gilt City. Your unredeemed, unexpired vouchers are valid for use with us! Simply login to your account using your BWM username and password and your vouchers will be waiting for you.
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