Refund policy

We want you to feel confident purchasing from Gilt & Gravity. This policy explains returns, exchanges, damaged items, and refunds. Nothing in this policy limits any mandatory rights or legal warranties available under applicable consumer-protection law.

14-day return window

You may request a return within 14 days after the carrier confirms delivery. To qualify, the item must be unworn, unused, unaltered, and in the condition received, with all original tags, protective materials, accessories, certificates, and packaging. You must also provide your order number or other proof of purchase.

To start a return, email support@giltandgravity.com before sending anything. If approved, we will provide return instructions and the correct return destination. Do not mail returns to our public business address unless we specifically authorize it. Items sent without authorization or to the wrong address may not be accepted.

Non-returnable items

For hygiene, safety, or customization reasons, we cannot accept:

pierced earrings or other pierced-body jewelry once the hygiene seal or protective packaging has been opened;
personalized, engraved, resized, or otherwise custom-made items;
gift cards;
items marked “final sale” before purchase; or
items showing wear, misuse, accidental damage, alteration, missing components, or damage caused by improper care.

Please contact us before purchasing if you are unsure whether an item is eligible for return.

Damaged, defective, or incorrect items

Inspect your order promptly after delivery. If an item arrives damaged, appears defective, or is not what you ordered, contact us as soon as reasonably possible at support@giltandgravity.com. Include your order number and clear photos or video of the item, packaging, and shipping label. We will assess the issue and, when applicable, arrange a replacement, repair, or refund at no additional cost to you.

Return shipping

For an approved change-of-mind return, the customer is responsible for return-shipping costs and for using a trackable service. Original shipping charges are not refundable unless required by law or the return results from our error, a defective item, or an item damaged before delivery. Where we confirm our error or a covered defect, we will provide or reimburse reasonable return-shipping arrangements.

Refunds

We will inspect the returned item and notify you of the decision. Approved refunds are issued to the original payment method, normally within 10 business days after approval. Your bank or card issuer may require additional processing time. If more than 15 business days have passed since we confirmed approval, contact us.

Exchanges and order cancellations

For the fastest exchange, request a return and place a new order after the return is approved. To request an order cancellation or address correction, contact us immediately. We will try to help, but cannot guarantee changes once processing or fulfillment has begun.

Consumer rights

This voluntary return policy is separate from legal remedies for goods that are defective, unsafe, not fit for their intended use, or not as described. Québec consumers benefit from the legal warranties provided by the Consumer Protection Act and the Civil Code of Québec.