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Return & exchange 

At The Gilded, we want you to love your purchase; but we know that sometimes things don’t workout exactly as we plan, which is why we have a comprehensive Return Policy in place alongside a dedicated team that will attend to your Returns and Refunds.

  • The return/ exchange product must be in brand new or unused condition, with all original product inserts and accessories, including all price and product tags. 
  • All items for exchange/ refund must be submitted within 7 days of delivery, except in exceptional situations beyond your control (curfew/pandemic/security situation)
  • Shipping costs will be the responsibility of the customer in the event of buyer’s remorse returns, such as an item didn’t fit, didn’t like the Colour/quality, changed your mind, ordered by mistake, bought it somewhere else, etc.
  • The Gilded will refund the full cost of the merchandise and shipping charges if the return is a result of our error or is a defective product.
  • The Gilded will inspect all returned items and will refund you based on the condition of the item.
  • A small number of heavily discounted items that are marked “SALE” are not eligible for refund, exchange, or store credit coupons.

The most common questions

  • Q: How can I request a return for my order?

    If you want to return a product, feel free to drop your request to our customer care team by sending email to support@the-gilded.com and we will assist in returning your order. 
  • Q: Is it possible to exchange my order? 

    Exchanges are allowed only in the event that the item delivered carries a different specification to what was originally displayed on the site.

    If you wish to exchange your item to a new colour or size, you can reach out to our team on +94 0777 -077072 or write to us on Support@the-gilded.com

    In order to make a request for return and exchange the price on the exchange item must match the new product.

    We strongly encourage you to check product specifications / sizes / colours / material used, via spec chart provided on site (where applicable) or by directly contacting seller, prior to placing order.
  • Q: What are the steps to exchange a product? 

    Step 1: Get in touch with us immediately on WhatsApp (+94 0777 -077072) or Email (support@the-gilded.com) after receiving your package with a picture of the product that you need to exchange or request for refund, alongside the Order Refence ID or Delivery Tracking ID.
     
    Step 2: Upon receiving your message we will get in touch with you and assign a customer care officer for your inquiry.

    Step 3: You can choose either of below methods to send the product for refund or exchange
      Method 1 – You can ship the product back in original condition with packaging
      Method 2 – You can drop off the product at the designated partner store closest to you

    Step 4: After inspecting the product, we will issue a coupon for the value of the product which you can redeem from the total value of any of our trendy and exciting products.  
  •   Q: Can I exchange a defective or faulty item?
    Yes, most certainly.

    You may drop your request to our customer care team on +94 0777 -077072 or write to us on support@the-gilded.com and our team will assist you to return the defective / faulty item and place a new order. 
     
  •   Q: Can I get a refund on a defective or faulty item?
    At The Gilded, we have a strict quality control process. However, if you receive a defective item, we are more than happy to exchange or refund you. Whilst we are unable to make cash refunds after an order has been issued, we can either
    Provide another item in its price
    Or
    Issue a voucher in its value so you can claim it against any of the products listed on the Gilded up to the same 

  •   Q: What are the situations in which I can request for a return?
    You can immediately request for a return in the following situations:

    If the item was damaged or defective
    If the item sent by the seller is not the same as you have requested
    If the size/specifications or colours do not match with what you have requested
     
  •   Q: What kind of items are not eligible for return?

    1)Lingerie and Nightwear
    2)Swimwear
    3)Shapewear
    4)Underwear
    5)Socks
    6)Opened & used cosmetic items and makeup tools
    7)Items found with traces of wear & tear
    8)Custom made, monogrammed, personalized, and altered products
    9)Items marked for ‘sale’ and ‘special discount’
    10)Items that do not carry the original sale/ product tags. Products are considered sold, once tags are removed. 
  •   Q: Can I return a part of my order?
    Yes. Absolutely. In this case, you can submit your request to our customer care team on +94 0777 -077072 or write to us on support@the-gilded.com 
  •   Q: What is the time period within which a product is eligible for return?
    Fashion items: 07 days
    Non- fashion items: 03 days

     
  •   Q: Can items be returned after the stipulated period?
    Usually, items cannot be returned after the mentioned time frame. 
     
  •   Q: Can I cancel my order?
    Unfortunately, once placed; orders cannot be Cancelled as a measure to safeguard our vendors who sometimes produce items specially for a particular order.
     
  •   Q: Do I have to bear the shipping cost for a returned product?
    We would require you to ship/drop-off the returnable item at our designated partner store.
    We will however, deliver the replacement item at no additional cost to you.

     
  •   Q: Does Gilded perform a quality check before accepting a return?
    Yes, all products are checked for the following conditions:
    Correct product: The product must have the original tag including price/name/image/brand/serial-number/article-number/barcode
    Unused product: The product should be unused, unwashed and unsoiled
    Products/items submitted without meeting the above criteria, will not be accepted as a return that is eligible for exchange.

     

FOR MORE INFORMATION

Email us anytime and we will get back to you within 24-48 hours

Customer support (For Refunds and Exchanges)
support@the-gilded.com

Hotline +94 0777 -077072

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