Frequently Asked Questions
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.
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.
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.
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.
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 and referring friends. Points can be redeemed at any time for any benefits available at the time, including free shipping and dollar-off discounts. Please visit: http://www.gilt.com/company/insider/faq
Here are some common reasons why promotions or discounts may not be applying to an order:
- Promotions can only be redeemed on the account of the intended recipient.
- Promotions are not reusable, unless otherwise stated in the T's&C's.
- Only one discount may apply to any order.
- Orders with free shipping may still incur a delivery charge.
- Mobile only discounts are only redeemable on "mobile only devices" as stated in the T's&C's.
- Promotions and discounts have a maximum redemption cap as stated in the T's&C's.
- Promotions are only redeemable during the validity period and cannot be reinstated after expiry.
- Promotions cannot be redeemed on orders made prior to a discount being received.
- Promotions are applicable only to live sale products.
- Discounts are revoked if the initial order is cancelled.
- Promotions may be specific to certain departments within Gilt listed in the T's&C's.
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."
Members can only cancel or modify 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.
Within this five minute window a member of our Customer Service team can remove an item from your order, change your shipping address, shipping method or payment option.
There will be no charge to the credit card on file for successfully cancelled orders, or items removed. Once an order has been cancelled, or an item removed from an order, on our administration system, we cannot reinstate it.
Once an order has been processed, we are unable to reroute USPS orders.
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.
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.
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.)
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 to 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.
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.
The following return policy applies to domestic orders only. For all international order information, please click here.
Gilt Return Policy
In order to provide you with quality designer pieces at the deepest discount possible, we try to be mindful of our other costs, including return processing. Additionally, due to our flash model of featuring new sales everyday, we’re unable to house some returned items in our warehouse.
This means that return eligibility varies by product-type. You can find a breakdown of our non-returnable items below. All other products are returnable. Please note that exceptions may apply, so you should always double check whether a particular item is returnable by referencing the item's product page. Gilt reserves the right to revise the list of non-returnable items at any time in its sole discretion.
Further reduced apparel and footwear
Intimates, underwear and swimwear
Non-sized products (small leather goods, handbags, jewelry, etc.)
Select Women’s designer accessories & footwear (check the individual product page for the item's exact return policy)
Baby & Kids gear (diaper bags, carriers, etc.)
Baby & Kids furnishings and toys
The Return Process
When returning something, please follow these guidelines:
Eligible item(s) must be returned or exchanged within 21 days of the item’s ship-date, or as otherwise stated on the item’s product page.
Items must be returned unused, unworn, unwashed and undamaged.
Return items in their original packaging with all tags attached. Packaging may include hangers, plastic wrap, boxes, and dust bags.
Once your returned item has been processed at our warehouse, you’ll receive either a full refund or Gilt credits -- depending on the product’s purchase price:
Item Purchase Price < $199.99 USD
• Refund in the form of a Gilt credit.
Item Purchase Price > $200 USD
• Refund in the form of a Gilt credit.
• Refund to your original form of payment
(less a $7.95 USD return fee).
Love your purchase but need it in a different size? We're happy to exchange it if we still have the item in stock. To start an exchange, click here and press the "Exchange" button next to the item to see which sizes are still available.
We'll ship you your new item right away–but we'll have to charge you for it.
Upon receipt of the original item, we'll then credit your Gilt account for the cost of that item. However, if the purchase price is $200 USD or more, you can choose a refund in the original form of payment less a $7.95 USD return fee. This is the most efficient way to ensure that you get your new item–and that you receive it as quickly as possible.
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.
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 don't worry if you don't 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.
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 correspondence 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 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 and Gilt City 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.
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