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Gilt Questions & Answers

905 reviews
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Here’s what consumers have asked with answers from Gilt staff and previous consumers.

35 questions answered
20% answered in 1 day
Question:

Answer:

Hey Cher, Thank you for your question, All our shipping timeframes differ from item to item, typically from ordering to the order to get to your door is 7-10 business days at maximum time and exactly 7 business days on average. However there are times where items shipping timeframes can be longer, for example larger home items that ship directly from an outside vendor can sometimes take 2 weeks to a month or items on back order can take this long also. Some items may be on backorder as we are awaiting for the stock to arrive in our warehouse while the sale is ongoing online but they are shipped out as soon as is possible once they arrive to us. For your convenience the estimated delivery timeframe is on the sale page of every item you view and confirmed once more at checkout in case you missed it the first time around! We are always working to improve our shipping timeframes so I will ensure your feedback is shared with the relevant team for review to improve your shopping (and shipping) experience going forward. If you have an order you are waiting on right now and would like to know more about the shipment please email us at service@gilt.com with the order number and we'll take it from there. I hope I was of help today! Have a nice weekend. Chat soon, Michael -GiltService

By Gilt S.,
Question:

I ordered a bag that was classified as "excellent" condition given the vintage codes, but the bag is definitely not in "excellent" condition. it is at most "very good," given the number of discolorations and marks, as well as a tear in the leather. i'm very disappointed, and i have yet to hear back from gilt about it. how long does it usually take to hear back from customer service?

Answer:

Hey Meghan, I'm really sorry to hear that you're not happy with the quality of this bag. Generally it can take 24 hours to hear back from an email sent in to our team, although as we are busier than usual lately it may take up to 48 hours, but we are working through each email as it comes in and trying to get through all of these as quickly as is possible. Áine - Gilt Service

By Gilt S.,
Question:

When you put an item in your shopping cart can it be bought by someone else or as long as it is in your cart is it yours. if not will it disappear from your cart.

Answer:

Hey Laura, Great question! When you add an item to your cart it will reserve it for you for 10 minutes, after the ten minutes expired the item will become available for anyone to add to their cart. The item will remain in your cart after the 10 minute time frame expires until the item becomes sold out. This ensures that everyone has a fair chance of securing the items they desire at our amazing Insider prices! I hope this clarifies our reserve times for you. If you have any further questions please do not hesitate to get in touch. Michael -GiltService

By Gilt S.,
Question:

Hi! i bought a rolex vintage watch... how could you prove that it is a authentic watch and not fake? i just read that somebody bought a bag and found that is wasn't original thanks

Answer:

Hi Antonella, We stand by the authenticity of all our luxury and vintage items sold and take much pride in our product! I find it strange someone is advising they do not believe their item is genuine, however if you ever have any doubts on an item I would recommend emailing service@gilt.com and we will investigate this for you. I would also advise to be as descriptive as you can and provide photos of your concerns where possible. We take authentication requests very seriously and examine each item on a case by case basis when our members are concerned.:) If you have further questions please do not hesitate to get in touch. Michael -GiltService

By Gilt S.,
Question:

Are the watches that are sold of gilt new?

Answer:

Hey there, All of our watches conditions will be displayed on our sale page. Vintage watches are pre-owned and their condition will be detailed on the sale page. I hope that this helps Lacy. If there is anything else you need, feel free to reach out. Talk soon, Paddy - GiltService

By Gilt S.,
Question:

What is return policy?

Question:

The merchandise with brand name is legit with a certificate? are the items 2nd hand?

Question:

Featured on overstock.com, i always look at other reviews other than the site's reviews especially on expensive products for lower prices, ng so far..

Question:

If you claim to be authentic then how hard is it to send everything that comes with the actual designer bag as or designer products as if you are lli!

Question:

I'm interested in the christian loubotine suede boots. are they brand new or used items? do they also cone with original dust bags?

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Typical questions asked:
  • How long does shipping take?
  • What is the return policy?
  • Where is the company located?
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