General Order Information And Return Instructions
PLEASE NOTE: Orders can only be returned for store credit and not refunded. Additionally, orders CANNOT be changed, modified, or canceled after checkout! This includes forgetting to use a gift card, promo code, or shipping code.
We will only accept one coupon code per order.
If you use a discount code of 20% or more, the items that the code covers are FINAL SALE AND CANNOT BE RETURNED BACK TO US.
If you have questions regarding our items prior to placing your order, or are having technical issues with ordering, please email us at firstname.lastname@example.org or call 205-600-9557.
We will answer all phone calls Monday- Friday between 10am-6 pm and Saturday 10am-1 pm. You can reach us at 205-600-9557. All emails will be answered within 48 business hours. Please email us directly at email@example.com. A customer service representative will get back to you within in a timely manner.
- Standard Shipping within the continental United States is $9.00. Orders over $75 qualify for free shipping.
- Shipments to Hawaii and Alaska are $15.00
- Shipping Prices to Canada and all international shipping is $40. International shipments are shipped USPS Priority Mail International.
- Standard Shipping orders take 5-7 business days to be processed and packaged before they are shipped out of our warehouse.
Gilded Garment is NOT responsible for:
- Delays in USPS shipping
- International Duties or Customs charges.
- Products that are lost or damaged in the mail. The US Postal Service or UPS will be responsible once we ship packages.
- Products marked delivered by the post office. You will need to contact your local Post Office to obtain information regarding your package using your tracking information.
- If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us AFTER the estimated delivery time has passed.
- All of our shipments include TRACKING with DELIVERY confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.+ We are NOT responsible if the package is not delivered in the guaranteed shipping times as it may take 1-2 business days to process the order and we cannot be held liable for USPS guarantees. If the item is not delivered on time, please contact USPS. We will NOT refund additional shipping charges if USPS fails to meet their guaranteed shipping times. We will NOT refund shipping charges due to failing to input a free shipping promo code.
WRONG ADDRESS DISCLAIMER:
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are NOT responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up the process and shipping times. If you decided to change your shipping address, please write to us at firstname.lastname@example.org AS SOON as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so.
IMPORTANT NOTE TO ALL CUSTOMERS OUTSIDE THE USA:
We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, and fees charged by your government. We are unable to advise on the amount of what these fees might be and we recommend that you contact your country’s customs office or tax agent for respective charges and rates on a package coming outside of your country.
HOLIDAY SHIPPING INFORMATION:
- In order to receive any holiday orders before Christmas, orders must be placed and shipped BEFORE these dates! + YOU MUST place your order by NOON CST in order to go out that day!
- USPS International. Ranges between December 1-15th.
- USPS APO/ FPO/ DPO: Ranges between December 4-18.
- Standard Shipping: December 18th + USPS Two Day: December 19th
- USPS Next Day: December 21st.
Carrier Contact Numbers
- USPS 1-800-275-8777
- USPS INTERNATIONAL 1-800-222-1811
In order to service all customer properly, we ask that ALL COMMUNICATION with Erin or the Gilded Garment team occur via email or a form submitted through our website. We ARE UNABLE and will not accommodate Facebook messages (or any other social media channels).
Return Policy for Shipments
YOU MUST EMAIL HELLO@THEGILDEDGARMENT.COM for return instructions/ form.
The following items are ALL FINAL SALE AND CANNOT BE RETURNED FOR ANY REASON:
- Seasonal and Holiday Items
- Mystery Bags
- Accessories including : bags, hats, jewelry, purses, sunglasses, scarves, All SHOES are a Final Sale
- Leggings - One Size
- Flash Sale items, Clearance, and items purchased using a 20% or more discount code.
- Items purchased with a store credit are a FINAL SALE.
All returned items must still have the ORIGINAL TAGS ON THEM (if applicable, we know what is and what isn’t applicable).
ALL RETURNS MUST BE WRAPPED IN TISSUE PAPER OR IN A SEPARATE BAG, THEN PLACED IN A SHOPPING BAG TO PROTECT THE ITEMS FROM WIND, WATER, HEAT DAMAGE. ALL RETURNS MUST HAVE THE PROPER PAPER WORK THAT CAN BE LOCATED ON THE WEBSITE INCLUDED IN THE PACKAGE.
Returned merchandise must be UNWORN AND UNWASHED. Items that appear worn, have stains, or smell of cigarette smoke, deodorant, pet hairs or odors, etc WILL NOT BE ACCEPTED. If an item has been worn once, it WILL NOT qualify for a return.
Merchandise may be returned for ONLINE STORE CREDIT only within 7 days of PICK UP EMAIL AND TEXT NOTIFICATION. A grace period of 3 additional days for unforeseen circumstances is allotted if an email has been sent notifying Gilded Garment of any delays. If a grace period is given a 20% restocking fee will be applied to the order. Anything after 7 days and without notice WILL BE REFUSED. ANYTHING AFTER 10 DAYS WILL BE REFUSED.
AGAIN, WE ARE NOT RESPONSIBLE IF YOU DID NOT RECEIVE YOUR PICK UP NOTIFICATION. THIS SAME POLICY APPLIES TO THOSE WHO CLAIM THEY “DID NOT RECEIVE A PICK UP NOTICE.” It is your responsibility to contact us 72 hours after an order is placed if you have not received a notice. This is an EXTREMELY rare occasion. Our system provides us with a confirmation once the text has been received.
HOW TO SUBMIT A RETURN FOR STORE CREDIT
ALL RETURNS MUST GO THROUGH THE WEBSITE. The online return submission form can be found under the “RETURNS” section on the website. YOU MUST INCLUDE THE RETURN PACKING SLIP PRINT OUT FORM LOCATED ON THE WEBSITE IN YOUR PACKAGE.
DUE TO THE HIGH DEMAND OF MERCHANDISE, WE ARE UNABLE TO OFFER EXCHANGES ON ANY ITEMS. RETURNED MERCHANDISE WILL BE PROCESSED FOR STORE CREDIT ONLY.
- We recommend purchasing the correct size of the desired item, before dropping off the the returned product so that you do not miss out on the item.
- We are UNABLE TO ACCOMMODATE HOLDS. Store credit cannot be applied to that new order that has been placed. Credit MUST be used for future purchases.
- ALL STORE CREDITS EXPIRE IN 30 DAYS OF EMAIL RECEIPT. NO EXCEPTIONS.
- ALL ITEMS PURCHASED WITH A STORE CREDIT ARE A FINAL SALE.
- Once you have completed the online return submission, pack your items in a weather proof bag, place them in a box or poly-mailer, print out the return packing slip that is located on the website, and ship to the above address.
- Your credit will be issued via email in 7-10 business days from the date you submitted your request. This gives the Gilded Garment proper time to receive and check the merchandise for any damages etc.
DEFECTS OR PROBLEMS WITH YOUR ORDER?
If you have received an item with any problems or defects, please contact our customer service email within THREE DAYS to inform us of the issue. If we are not notified within 3 days of receiving the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your photo.
Please email this information to: email@example.com
We are not responsible for damages to clothing caused by improper care, wash, handling, or incorrect sizing.
- Exact colors of merchandise may vary due to photography lenses, indoor/ outdoor lighting, and computer monitor resolution. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to Gilded Garment is attempted.
- Again, Please allow 3-4 days for Gilded Garment to receive your return, and 7-10 business days for our return department to process your store credit.
- If approved for a return, a store credit code will be emailed to the email address on file within 7-10 business days after we receive your returned item.
- If an order is placed prior to receiving a store credit code, we cannot refund that amount to you. Please wait until your store credit is emailed if you would like to place an order using the credit.
- If you place an order and do not use your store credit, we cannot apply that credit afterward. If you have any issues with your credit, please email: firstname.lastname@example.org before placing your order.
- If you send back an item that does not qualify for a return or we receive a package back from the shipping carrier due to the address provided being undeliverable, then you will be responsible to pay a $9 return shipping charge. We will hold non-returnable merchandise or packages returned by the shipping carrier for 14 days. After 14 days, the items will be donated to charity.
- All gift cards given as social media “Give- Aways” EXPIRE IN 30 DAYS OF RECEIPT.
- Gift cards purchased on the website or through Gilded Garment to be given as a gift expire in 6 months from the date purchased.
***WE ARE CURRENTLY EXPERIENCING EMAIL DELAYS DUE TO EMAILS BEING RE-ROUTED TO SPAM. WE ARE ACTIVELY WORKING ON THIS PROBLEM. IF YOU HAVE A RETURN FOR STORE CREDIT, PLEASE EMAIL HELLO@THEGILDEDGARMENT.COM FROM YOUR EMAIL OR TEXT US AT 205-600-9557.*****