Delivery & Returns

*** Seasonal extended returns period available for any purchases (excluding personalised/bespoke items) made from 9^th November2024 – Returns valid (unused with packaging/tags) until 10^th of January 2025 – gift with confidence this year ***

UK CUSTOMERS

Delivery

Gilbert offers FREE shipping on every UK order over £10. For orders below £10, a delivery charge of £3.95 will apply.

We usually dispatch via tracked UPS or DPD and typically your order will be delivered within 7 working days. Please note that some products such as those requiring customisation will require more preparation time and deliveries to the Highlands and any island will take a little longer.

Returns

UK customers get FREE returns. Simply go to our self-service returns centre to create a return and print a pre-paid UPS shipping label. Then just take your return package to any UPS drop off point.

• Welcome to our FREE returns service for UK customers
• Just click the “start return now” button – all you need is your order number and email.
• Select the item(s) to return
• Print off your free UPS Access Point shipping label, secure to the parcel and drop off at the UPS access point that suits you.
• Your return parcel should be with us within1-2 working days after drop off, we aim to action your refund within one day of delivery to our returns team where possible.
• You can re-order goods required at your convenience (refund policy on validated returns).

If packages are received damaged we advise carefully examining your goods straight away and documenting any damage with images if possible (package and item/s). Any damage claim must be reported to us by the end of the working day following delivery. Damaged items should remain unused while your query is assessed.

Our standard returns period is 30 days. This is for unused items (if they are not required or a customer changes their mind) returned in new condition with packaging and tags.

Goods that are customised, adapted or bespoke can only be returned if faulty.

START A RETURN NOW

FIND YOUR NEAREST UPS DROP OFF POINT

CUSTOMERS FROM EU COUNTRIES

Delivery

Due to the combined impact of Brexit and Covid-19, our couriers are experiencing unprecedented delays and it may take up to 10 days to receive your order. We are looking at alternative shipping options for our customers across Europe, to improve the situation as best we can.

Bulky items sent in to Europe, particularly to the Republic of Ireland, may incur shipping rates in excess of £100 per item. This is due to a combination of Brexit and Covid-19, where our logistics partners’ ability to get goods to customers has been drastically affected. We reserve the right to cancel such orders.

We are very sorry for any inconvenience this may cause and we will keep this page updated with any further developments.

Gilbert offers FREE shipping on every order over £200 to the Europe.

For orders between £150 and £200, we charge a fixed rate of £10

For orders under £150, we charge a fixed rate of £35.00 for shipping. More details can been found in our FAQ below.

Why is there a temporary surcharge for customers in the EU?
You have probably heard that a Free Trade Agreement between the UK and EU has been agreed. This is good news if you are a customer shopping from inside the EU because it means that you have no customs duty or additional taxes to pay when you buy products from our website. However, despite the Trade Deal, there are still new costs for when importing products into the EU from the UK.

Are these charges here to stay?
We are making a substantial investment in infrastructure and new complex import processes that we hope will reduce or remove these costs. We expect to start testing these in January 2021. If things go well, we hope to remove the surcharges by the end of March.

How much is the surcharge?
For orders over €/£100, we are choosing to absorb the costs, but for smaller orders this unfortunately isn’t possible.

I am in a country inside Europe but not inside the EU. Will this affect me?
No - only customers in the EU are affected by this charge

Keep me updated
If you would like to be told as soon as the surcharges have been removed, sign up for our email newsletter at the bottom of this page.

Orders from outside the UK or EU may be subject to local import charges/taxes that are outside our control. Typically you will need to pay them to the carrier. If you do not pay the carrier the goods will be returned to us. We will then refund you after deducting the cost of carriage incurred by us and any extra charges levied by the carrier.

Returns

We will refund to the payment source of the original transaction up to the original value of the order excluding shipping costs. Return shipping costs and order delivery charges are only refunded in the event of a faulty item or incorrectly dispatched item.

All orders being returned by customers within the EU must be done so by a courier of their choice and are to be paid for by the customer

We refund customers from EU countries to the payment source of the original transaction up to the original value of their order. Simply go to our self-service returns centre to start a return.

START A RETURN