Frequently Asked Questions

who we are

1. What is Gilt Groupe?

Gilt Groupe provides instant insider access to today’s top designer labels, at up to 60% off retail. Become a member and find something new every day for women, men, kids and home as well as exclusive local services and experiences, and one-of-a-kind travel packages. We guarantee that every item sold on Gilt is the designer brand it promises to be.

2. Do sales take place on Gilt.com or offline, at a physical location?

Sorry, there’s no secret venue. All of Gilt’s sales are held on the website.

3. Is Gilt Groupe green?

Gilt Groupe incorporates eco-friendly practices into every facet of our business. All Gilt packaging is made from 100% recycled paper that is 100% recyclable. In addition, our packaging calls for minimal sheets of tissue (made from 66-percent post-consumer recycled paper). We are always looking for ways to be more eco-friendly and if you work for an organization that has any suggestions, send them our way.

how it works

1. Join For Free

There is no fee to become a member—start shopping right away and see what inspires you today.

2. We're connected

Follow us on Facebook and Twitter to get the inside scoop on daily news and promotions. Check out our blog to learn more about the designers and get a glimpse behind-the-scenes of our photo shoots.

3. What happens if I forget my sign-in information?

Not to worry — it happens. Select the Forgot Password link (under the member sign-in box) and follow the instructions. You’ll be up and shopping again in no time.

4. How are the products chosen for each sale?

We take enormous pride in the selection process of every item offered on Gilt Groupe. Our buyers work closely with all brand partners to hand-select each item. We guarantee that every item is a great deal and is the authentic label it promises to be.

5. How often are sales held?

Gilt Groupe offers sales every weekday, often many more. Check out our weekend assortments too.

6. How long does each sale last?

Thirty-six hours. All merchandise is available at the beginning of a sale and lasts until it sells out. We do not refresh merchandise or change prices within this 36-hour window. If you see something you like, it’s best to act fast.

7. How do I know if what I buy will fit me?

Where possible we try to include dimensions in an item’s description. You’ll also find our own sizing charts that we design especially for our members. When the item arrives, if you are unhappy with the size or fit of your product, please refer to Gilt Groupe’s Return Policy.

8. Can I order by phone?

All purchases must be made through our website or our Gilt on the Go iPhone app. We like to keep it quick and simple.

9. How is the Retail Value determined?

The Retail Value is determined by either a comparison-shopped price, or by a price that Gilt Groupe believes the same or a comparable product would go for at department stores or other retailers using a standard markup for that product category. The Retail Value does not necessarily represent the prevailing retail price in every community.

helpful hints for navigating our site

1. Be early

Sales start at noon ET and styles sell out quickly. We present our entire stock of merchandise at the beginning of a sale and prices never change. Shopping on Gilt is time sensitive and all items are sold on a first come, first served basis.

2. Don’t wait

Items remain in your cart for 10 minutes, so time is of the essence. The clock within your shopping cart displays how much time remains before your items return to inventory. Once your 10 minutes expire, you may still purchase that item, but it is no longer reserved exclusively for you.

3. Use our Wait List

Sometimes an item you are interested in will be in another member’s cart. Our Wait List function allows you to select items you are interested in purchasing. If an item becomes available after the sale, we will send you an email. You have 15 minutes from the time we send you a notification to complete your purchase; after 15 minutes we will offer this item to the next person on the wait list. Items cannot be reserved, so grab it and go.

4. Invite Friends to join Gilt

For each friend you invite, Gilt Groupe will credit your account with $25 Gilt credit after your friend’s first purchase has shipped. There is no limit to the amount you can earn. To offer your friends an invitation, please click here or on the Invite Friends tab found in the navigational bar at the top of your screen. You can also send your friends your Personal Invitation Link.

5. Shop on the go

Download Gilt on the Go to your iPhone and shop anytime, anywhere.

payment

1. How is sales tax calculated?

The sales tax quoted at time of 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.

Gilt Groupe is currently obligated to collect sales tax in New York, Kentucky, and Nevada. Each state's tax laws specify what purchases are subject to sales tax.

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.

Important Sales Tax Information for Oklahoma, Vermont, and South Dakota Customers: Gilt Groupe, Inc. is not obligated to, and does not, collect Oklahoma, Vermont, or South Dakota sales tax. Your purchase is subject to Oklahoma, Vermont, and South Dakota sales tax unless it is specifically exempt from taxation. The purchase is not exempt merely because it is made over the Internet or by other remote means. The States of Oklahoma, Vermont, and South Dakota requires Oklahoma, Vermont, and South Dakota purchasers to report all purchases that were not taxed and pay tax on those purchases. The tax may be reported and paid on the individual income tax return or by filing a consumer use tax return.

2. Do you charge sales tax on shipping?

We are obligated by law to collect sales tax on shipping and handling fees associated with a taxable order shipped to a New York address. For more information, please visit the New York State Department of Tax and Finance website here.

3. What payment options do I have?

We accept American Express, Master Card, Visa and Discover. All payment methods require a U.S. billing address.

4. Is it safe to use my credit card?

Gilt Groupe accepts credit card payments through a secure online server.

5. How do I use my account credits?

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 and offers from Gilt City, but not for Jetsetter or purchasing of gift cards.

6. How can I change my credit card details?

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.

returns

1. What is your Return Policy?

Gilt accepts returns on apparel, footwear, hats, scarves, ties, and belts unless otherwise stated on the product detail page. From time to time, some of these items will be final sale, as specified on the detailpage of the specific item. Exceptions may apply.

For Gilt Home customers: We are now accepting returns except on discounted home items, as well as those delivered via in-home and special delivery services. Exceptions may apply. Some return authorizations can be processed online; if this option isn’t available on your orders page, call Customer Support to process your return.

Gilt offers two return options: (1) Gilt store credit with free return charge or (2) A refund in the original form of payment minus a return charge that covers the return shipping and the restocking costs for the entire shipment. For return shipments valued under $100, the return charge fee is $9.95. For return shipments valued $100 or more, the return charge fee is $14.95.

Eligible item(s) must be returned within 21 days of date item shipped. 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. For the full return policy, please visit here.

2. What is account credit?

An account credit is like store credit that you can use toward purchase on Gilt. When you return an item, if you choose to receive your refund in account credits, return shipping will be on us. To see how much you have in account credits, click here.

3. How do I return an item?

Returning an item is easy. Click here to select the eligible items you wish to return and indicate how you’d like your refund. 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.

4. My non-returnable item is damaged. What do I do?

Contact our Customer Support team by clicking here or calling (877) 280-0545. Please have your order number, the name of the product, the date of purchase, and tell us about the damage or defect. We always try to resolve the situation quickly. If it is eligible for return, you can also explain the damage after selecting the item for return on the Returns page.

5. How long does it take to get my refund?

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. Please contact Customer Service by clicking here or calling (877) 280-0545 if you have concerns about a particular return.

6. What if I purchased an item with a discount or promotional offer?

If you used a discount when purchasing an item, you will be refunded for the actual amount paid at the time of purchase. If you used promotional credits to purchase the item, the promotional credits will be reinstated to your Gilt account as a Gilt credit.

7. Do my credits expire?

Credits from gift cards and returns when the original order was paid by a credit card do not expire. All other credits, such as return credits for purchases using credits and promotional credits typically expire one year from the date of issuance, unless otherwise stated. Go to Account Credits to see how much you have available to spend on additional Gilt Groupe merchandise.

shipping

1. How long will it take to receive a shipment?

Orders selected for Next-Day Air shipping that are placed before 1pm ET will ship the same day. If you select Next-Day Air shipping on a Friday your package will not be delivered until Monday due to UPS shipping times. Delivery timelines vary from item to item. Refer to the product details page when you place your order for estimated delivery dates. A tracking number will be emailed to you when your order ships. This tracking number will allow you to check the delivery status of your order.

Your default shipping address on your account can be modified by clicking here. If you have just made a purchase, you have a five-minute window to modify the shipping information on your order in your Account.

2. Does Gilt Groupe ship overseas?

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.

3. How can I track my order?

You will receive a confirmation email with a shipment tracking number after your order has shipped. Please visit your Account to see the status of your order before it has shipped. For your security reasons, only a sales record of your transaction is kept on Gilt Groupe; your credit card details are not held on the site.

4. Is my package insured?

Yes. Merchandise in transit from Gilt Groupe to the delivery address is insured against theft and accidental damage at no cost to you.

5. What are Gilt Groupe shipping rates?

We ship most orders UPS. If you are shipping to an APO or U.S. post office box, Gilt Groupe will ship your orders via USPS Priority Mail. We also offer next-day shipping.

6. How can I modify my order?

You have a five-minute window to modify or cancel your order after you place it. You can do this once you receive your order confirmation by clicking the Print Receipt option and choosing Modify or Cancel. After five minutes, you can no longer change or cancel your order.

7. Can I combine multiple orders and pay only once for shipping?

Gilt offers Domestic Free Ground Shipping on additional orders placed within one hour of your first order. Products that are larger in weight and size or items that require special delivery are subject to a flat delivery charge. These delivery charges are not eligible for combined, reduced, or free shipping offers.’

support

1. How do I contact the Gilt Groupe customer team?

If you have a question not answered on our site, please contact Gilt Groupe Customer Care by clicking here or call (877) 280-0545. Phones are open 10am-5pm, Monday to Sunday ET.

2. What is the response time to a member inquiry?

We promise to deal with your concern as promptly as we possibly can. If you’re on the phone, the music you’re hearing is curated and provided by the folks Ghostly International, a great record label out of Michigan. Hear more on their iPhone & iPad apps!

3. I have a question about my BuyWithMe account.

Welcome to the Gilt family! You now have access to great deals on women’s, men’s, and children’s fashion, home decor, travel packages and artisan foods, not to mention the fantastic experiences that await you at Gilt City. No matter what you’re in the mood for, we are sure that we have something to inspire you. Your account has been successfully transferred into our system. Feel free to access your account at www.gilt.com 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. Your vouchers will be waiting for you! If you have further questions, please visit http://buywithme.giltcity.com/city/support/bwm-faq for more information.