International FAQ's

  • SHIPPING & RETURNS

    1. Where Does Gilt Ship?

      Where Does Gilt Ship?


      Gilt ships to over 100 countries including:

      US & CanadaLatin America & CaribbeanEuropeMiddle East & AfricaAsia Pacific
      United States
      Canada
      Antigua and Barbuda
      Aruba
      Barbados
      Belize
      Bermuda
      Bolivia
      Brazil
      Cayman Islands
      Chile
      Colombia
      Costa Rica
      Dominica
      Dominican Republic
      Ecuador
      El Salvador
      French Guiana
      Grenada
      Guadeloupe
      Guatemala
      Honduras
      Jamaica
      Martinique
      Mexico
      Montserrat
      Nicaragua
      Panama
      Paraguay
      Peru
      St Kitts and Nevis
      St Lucia
      Trinidad and Tobago
      Turks and Caicos Islands
      Austria
      Belgium
      Bulgaria
      Croatia
      Cyprus
      Czech Republic
      Denmark
      Estonia
      Finland
      France
      Germany
      Gibraltar
      Greece
      Guernsey
      Hungary
      Iceland
      Ireland
      Italy
      Jersey
      Latvia
      Liechtenstein
      Lithuania
      Luxembourg
      Malta
      Monaco
      Netherlands
      Norway
      Poland
      Portugal
      Romania
      Russian Federation
      Slovak Republic
      Slovenia
      Spain
      Sweden
      Switzerland
      United Kingdom
      Bahrain
      Egypt
      Israel
      Jordan
      Kuwait
      Oman
      Qatar
      Reunion
      Saudi Arabia
      South Africa
      Turkey
      United Arab Emirates
      Australia
      Bangladesh
      Brunei Darussalam
      Cambodia
      China
      Hong Kong
      India
      Indonesia
      Macao
      Maldives
      New Zealand
      Pakistan
      Philippines
      Singapore
      South Korea
      Sri Lanka
      Taiwan
      Thailand
    2. What is the last day I can submit my order for it to be delivered by Christmas?

      What is the last day I can submit my order for it to be delivered by Christmas?


      For delivery outside of the United States by December 24, 2014, find your destination country in the chart below and place your order by the corresponding "Order-By Date". Gilt currently ships only to those international jurisdictions listed below. Gilt is not responsible for delays in shipping or delivery that are outside its control. In no event shall Gilt be responsible for incidental or consequential damages. In the event of a delay in shipping, customer's sole remedy shall be a refund of shipping costs.

      BelizeDec 5
      BoliviaDec 5
      BulgariaDec 5
      ChileDec 5
      CroatiaDec 5
      DominicaDec 5
      GreeceDec 5
      ParaguayDec 5
      PortugalDec 5
      ThailandDec 5
      TurkeyDec 5
      Turks and CaicosDec 5
      Antigua and BarbudaDec 10
      ArubaDec 10
      ChinaDec 10
      EcuadorDec 10
      El SalvadorDec 10
      French GuineaDec 10
      HondurasDec 10
      IndonesiaDec 10
      MontserratDec 10
      NicaraguaDec 10
      PeruDec 10
      PhillipinesDec 10
      Saint KittsDec 10
      Saint LuciaDec 10
      BermudaDec 11
      BangledeshDec 11
      EgyptDec 11
      FinlandDec 11
      GermanyDec 11
      GrenadaDec 11
      GuadelupeDec 11
      IndiaDec 11
      KoreaDec 11
      LatviaDec 11
      LuxembourgDec 11
      MaldivesDec 11
      MartiniqueDec 11
      PakistanDec 11
      PolandDec 11
      SlovakiaDec 11
      South AfricaDec 11
      Sri LankaDec 11
      AustraliaDec 12
      BahrainDec 12
      BrazilDec 12
      BruneiDec 12
      CambodiaDec 12
      Cayman IslandsDec 12
      CyprusDec 12
      Czech RepublicDec 12
      IcelandDec 12
      IsraelDec 12
      ItalyDec 12
      JordanDec 12
      KuwaitDec 12
      LithuaniaDec 12
      MacaoDec 12
      MonacoDec 12
      NetherlandsDec 12
      NorwayDec 12
      QatarDec 12
      ReunionDec 12
      RomaniaDec 12
      Saudi ArabiaDec 12
      SloveniaDec 12
      SpainDec 12
      SwedenDec 12
      AustriaDec 13
      BarbadosDec 13
      BelgiumDec 13
      CanadaDec 13
      ColombiaDec 13
      Costa RicaDec 13
      DenmarkDec 13
      Dominican RepublicDec 13
      EstoniaDec 13
      FranceDec 13
      GibralterDec 13
      GuatemalaDec 13
      GuernseyDec 13
      Hong KongDec 13
      HungaryDec 13
      IrelandDec 13
      JamaicaDec 13
      JerseyDec 13
      LiechtensteinDec 13
      MaltaDec 13
      MexicoDec 13
      New ZealandDec 13
      OmanDec 13
      PanamaDec 13
      SingaporeDec 13
      SwitzerlandDec 13
      TaiwanDec 13
      Trinidad and TobagoDec 13
      UAEDec 13
      United kingdomDec 13
    3. How Are International Orders Shipped?

      How Are International Orders Shipped?


      Gilt partners with Borderfree and ACE to ship items directly to international addresses.

      Gilt currently uses the following carriers to ship internationally:

      EMS, STO, DepponChina
      AramexIreland, Bahrain, Egypt, Jordan, Kuwait, Oman, Qatar, Saudi Arabia, and United Arab Emirates
      Cafe24South Korea
      Canada PostCanada
      GlobegisticsAustralia, Austria, Belgium, Denmark, France, Germany, Italy, The Netherlands, Spain, Switzerland, and The United Kingdom
      RR DonnelleyBulgaria, Croatia, the Czech Republic, Estonia, Hungary, Latvia, Lithuania, Luxembourg, Poland, Slovakia, and Slovenia
      SF ExpressHong Kong, Macao, and Taiwan
      SPSRRussian Federation
      YamatoSingapore
      DHL EconomyAll other countries

      Unfortunately, Gilt cannot ship to international PO boxes.

      DHL Express may be substituted for items over a specific value or weight. For a list of some of the thresholds see here.

      CountryThreshold
      CanadaOrders over USD 1,500 ship with DHL Express
      Australia, Korea, Mexico, and SingaporeOrders above USD 2,500 ship with DHL Express
    4. How Much Does International Shipping Cost?

      How Much Does International Shipping Cost?


      Gilt currently offers $9.95* (flat rate) (excluding China) shipping on most orders.
      Shipping to China is $19.95. For orders over $100, shipping is $9.95. You will receive a $10 discount at checkout.
      Shipping to Singapore is $9.95 for orders over $125.
      Shipping to Taiwan is $9.95 for orders over $150.
      *Additional costs may be incurred on limited orders. Customers will be notified at time of check out if additional costs apply.

    5. Why am I being charged additional for shipping?

      Why am I being charged additional for shipping?


      Gilt subsidizes a substantial portion of the shipping cost on most orders to enable a flat rate shipping charge. In select instances, Gilt may charge the full shipping cost based on a number of factors, including the value of order relative to the shipping cost.
    6. Which Items Are Eligible for International Shipping?

      Which Items Are Eligible for International Shipping?


      Gilt offers international shipping on most items. However, certain items are not eligible, including:

      • - Oversized items, items requiring special handling or in-house delivery.
      • - Items over $25,000 USD in value.
      • - Hazardous materials, live botanicals, aerosols, food and beverage products, batteries, perishable items, and other items restricted from exporting.
      • - Items with licensing restrictions.
      • - E-Gift Cards, which may be purchased with a U.S. Billing Address only.

      If there are any items that cannot be exported from the U.S. or imported into your destination country selection, we will do our best to notify you during the checkout process (before your order is submitted). Please note that the customer is responsible for any import duties, goods and services tax (GST), value added tax (VAT), and customs fees. In addition, the customer must ensure the product can be lawfully imported to the destination country.

    7. Can I enter my address information in Chinese or Korean characters?

      Can I enter my address information in Chinese or Korean characters?


      Unfortunately at this time, we ask that you complete your information using the Roman alphabet.
    8. What Is Your Return/Exchange Policy for International Orders?

      What Is Your Return/Exchange Policy for International Orders?


      Gilt currently is able to accept returns from the US, Canada, EU and China. Orders from other countries are final sale.

      Regardless of your shipment country, if your item arrives damaged or incorrect, you may be eligible for a return. Contact International Customer support ([email protected]). If your item is eligible, you will be emailed a packing slip to include in the package. Customers bear the shipping costs associated with the return. When received, we will provide you a refund of the original merchandise price and any duties and taxes associated with the return.

      Canada return policy:
      Gilt is able to take returns on select items under $200 USD. Returns must be initiated within 30 days of the item's shipment from Gilt's distribution center. Canadian customers should look to the item's product detail page or their order history to determine if an item is returnable.

      EU return policy:
      If shipped to the EU, items are returnable for up to 14 days after delivery. Customers will be refunded for all payments made less the direct costs of returning the good(s). EU customers should look to the item's product detail page or their order history to determine if an item is returnable.

      China return policy:
      If shipped to China, items are returnable for up to 7 days after delivery. Customers will be refunded for all payments made less the direct costs of returning the good(s). Chinese customers should look at their order history to determine if an item is returnable.

    9. How can I cancel an order?

      How can I cancel an order?


      Cancelling an entire order
      Up until 10 minutes of placing the order, customers can call to cancel their order. Once an order has been cancelled, we cannot reinstate it.
      After 5-10 minutes: Gilt Customer Support will review the order to see if it can be cancelled before shipment. Gilt cannot guarantee cancellation.

      Cancelling a single item in an order
      Unfortunately, members are only able to cancel the entire order (details above). Members can cancel the entire order and then submit a new order without the item.

    10. How can I change my address on an international order?
    11. How can I add new items to my order?

      How can I add new items to my order?


      Modifying an order
      If you wish to add an additional item to your order, please place a new order with the new items.

    12. My Item Arrived Damaged/ Incorrect. What Do I Do?
    13. What Happens to Undeliverable Packages?

      What Happens to Undeliverable Packages?


      All undelivered packages will be processed as a return. The customer will be refunded in full to their original payment method. There is no guarantee that the customer will be able to recorder the items in that order.

  • PRODUCTS, PAYMENTS & PRICING

    1. How do I know this product is authentic?

      How do I know this product is authentic?


      Gilt stands behind all product featured on our site so our customers can confidently purchase covetable items at a great price. The majority of Gilt's products are sourced directly from brands.
      Some product, including vintage, may note, "sourced by a trusted independent supplier", which means that the product was provided to Gilt by a trusted independent supplier and not the brand itself. 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. Again, as with all products sold on Gilt, Gilt stands behind the authenticity and quality of this product.

    2. What is vintage product?

      What is vintage product?


      Vintage product is previously owned product and sourced by a trusted independent supplier. Gilt stands behind the authenticity and quality of this product.
    3. How do I shop in my local currency?

      How do I shop in my local currency?


      Go to Account Settings (https://www.gilt.com/account/update). Under Country Preferences, you can change the currency and save your settings.
      Currency conversion is provided for informational purposes only. For China orders, transactions will be processed in USD.

    4. What exchange rate is applied?

      What exchange rate is applied?


      For orders to China, the exchange rate on site is for information purposes only. For China orders, transactions will be processed in USD.

      When purchasing in a currency other than USD, the conversion is performed by our partner Borderfree and includes a conversion fee, which covers processing and guarantees the exchange rate at the time of check out.

      If you shop in USD, there is no currency conversion fee, however, you will be charged a conversion fee by your credit card company and you will bear the currency fluctuation risk between when the order is placed and when Gilt ships your order and your card is charged.

    5. How Can I Change My Credit Card Details?

      How Can I Change My Credit Card Details?


      Go to Account Settings, on the left menu go to Payment Methods (https://www.gilt.com/account/credit_card). Click 'Add' to add a new method.

    6. How Is Payment Handled for International Orders?

      How Is Payment Handled for International Orders?


      For China: Orders are processed by Gilt. Your credit card statement will read GILT GROUPE. Transactions will be processed in USD.

      Other Destinations (not USA or China): Payments are processed by Borderfree. Your credit card statement will read BF*GILT.COM.

      US Dollar *
      United Arab Emirates Dirham *
      Australian Dollar *
      Barbados Dollar
      Bangladeshi Taka
      Bulgarian Lev
      Bahraini Dinar *
      Bolivian Boliviano
      Belize Dollar
      Canadian Dollar *
      Swiss Franc *
      Chilean Peso
      Chinese Yuan Renminbi *
      Colombian Peso
      Costa Rican Colón
      Czech Koruna *
      Danish Krone *
      Dominican Peso
      Egyptian Pound
      Euro *
      British Pound *
      Guatemalan Quetzal
      Hong Kong Dollar *
      Honduran Lempira
      Croatian Kuna
      Hungarian Forint *
      Indonesian Rupiah *
      Israeli Shekel *
      Indian Rupee
      Jamaican Dollar
      Jordanian Dinar
      Cambodian Riel
      Korean Won *
      Kuwaiti Dinar *
      Cayman Islands Dollar
      Sri Lankan Rupee *
      Maldivian Rufiyaa *
      Mexican Peso
      Nicaraguan Córdoba
      Norwegian Krone *
      New Zealand Dollar *
      Omani Rial *
      Panamanian Balboa
      Peruvian Nuevo Sol
      Philippine Peso *
      Pakistani Rupee *
      Polish Zloty *
      Paraguayan Guarani
      Qatari Riyal *
      Romania New Leu
      Russian Ruble *
      Saudi Riyal *
      Swedish Krona *
      Singapore Dollar *
      Thai Baht *
      Turkish Lira *
      Taiwan Dollar *
      South African Rand *

    7. How can I pay for my order?

      How can I pay for my order?


      Acceptable payment methods are dependent on the country the order is being shipped to. We accept Visa, MasterCard and American Express globally. Additional payment options are listed below.

      For USA: PayPal, Masterpass, Discover, Diners Club Card.

      For China: Alipay, UnionPay, Discover, Diners Club Card

    8. When will I be billed?

      When will I be billed?


      You are not charged until your order ships. If your order ships in multiple packages, you will see individual charges for each package that ships.

      Any pending charges are not actual charges and will drop from your account 7 to 10 business days depending on your bank.

      For Alipay (China only): Payment is collected when your order is submitted.

    9. How is sales TAX/VAT and duties calculated?

      How is sales TAX/VAT and duties calculated?


      Duties and taxes may be included in the price depending on ship to country. You can also find out here if duties and taxes are included.

      For China: Orders will be shipped Delivery Duty Unpaid (DDU). As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.

    10. How do I use Alipay?

      How do I use Alipay?


      Alipay can be used for purchases in China.
      (1) When checking out, select Alipay as a payment option.
      (2) You will then go to Alipay to login
      (3) Confirm the transaction within Alipay and submit

  • ACCOUNT INFORMATION

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