en
FAQ
Questions about my order/delivery
You can enter several delivery and billing addresses in the ‘My account’ section. You can then select one of these addresses when you confirm your order. We strongly recommend choosing an address where someone will be present to receive the package. If you prefer to receive your order at the office or have it delivered to a caretaker, please provide the name of the person who will be receiving the package on your behalf. Complete delivery will then be made to the address provided when ordering.
Except in exceptional circumstances (inventory, holidays, etc.) or postal delay, GILAC strives to deliver your order within 5 working days, but it cannot be held liable for any delay as this delivery time is only indicative. Please note that one day from order confirmation is required to process your order and ship your package. No orders are dispatched on Saturdays, Sundays, or national bank holidays.
Delivery costs for orders sent to mainland France by carrier are €14.99 excluding VAT. Delivery costs are free for all orders over €200 excluding VAT. For a delivery outside mainland France, please email (shop@gilac.com) or call (+33 (0)4 72 17 57 72) us.
As soon as your package is picked up by our carriers, a link indicating the tracking number will be available in the ‘My orders’ section on our website to allow you to track the delivery progress of your order.
If you are a registered user, you will be able to track the shipment directly in the ‘My Orders’ section.
In case of unavailability after the order is confirmed or during its preparation, the customer will be promptly informed of the items that cannot be delivered by email. The rest of the order will be delivered. If the entire order is unavailable, the customer will be informed, in the same conditions, of the cancellation of the order.
In the event of partial delivery or total cancellation of the order due to unavailable, as payment has already been made by the customer, GILAC undertakes to quickly reimburse the amount corresponding to the parts not delivered by crediting the bank card used to pay for the order.
The value date of the credit thus made depends on the customer's ‘bank card contract’. If there is an issue about this value date, the customer should, after ensuring that GILAC has made the reimbursement, contact their bank branch.
The customer is strongly advised to check the delivery and issue reservations in the presence of the delivery person if the external appearance of the package bears visible traces of attempted opening or any damage.
The GILAC delivery slip is provided with the package for this purpose. Any complaints must be submitted to the carrier under the conditions it has defined.
The delivery person will leave a missed delivery card with the information relating to your package. Either the delivery person will return the next working day or they will drop off your package at a pick-up point. You will be informed of this by email. Please note that if you are unable to collect the package at the pick-up point defined by the delivery person within 10 working days, it will be returned to us.
Our customer service will then contact you to find out if you want the package reshipped or refunded.
We want our customers to receive quality products. In order to quickly resolve any defective item issues, please promptly email shop@gilac.com ) or call (+33 (0)4 72 17 57 72) our customer services. In order to allow us to best process your request, please provide us with as much information as possible about the order and the problem encountered.
If you receive an item that does not correspond to your order, immediately contact our customer services. We will endeavour to process your request within 48 hours.
Questions about my product returns
You have 14 days from receipt of the order to request a return, for any reason. The product must be returned in exactly the same condition as delivered: new, unused, without any modifications, and with all its labels and accessories.
Products returned incomplete, soiled, damaged, or without their original packaging and labels will not be refunded.
Any return, after this period of time and for any reason, will be rejected.
If you wish to exchange an item of your order, please reorder the desired item directly on our website and return the unwanted one to us for reimbursement. If the product is unavailable, please contact our customer services to check availability.
Any return must be the subject of a return request on our website within the time limits provided.
1. Create your return authorisation via your customer account within 14 days of receiving your order.
2. In the ‘my orders’ section, click on the order concerned and check the item to be returned. Enter the reason for the return and confirm.
3. In the ‘my returns’ section, print out the return form to include in your package.
4. Return your item in perfect condition, unworn, and in its entirety (label, cover, hanger), by registered Colissimo to:
GILAC – Service Retours Web
751 Rue de la Mode – 01580 Izernore
For orders paid by bank card, the costs and risks associated with the return are the sole responsibility of the customer. It is recommended to protect yourself from the risks by returning items by recorded delivery.
Any validated return triggers reimbursement, within a maximum of 15 days from receipt of the return package, by crediting the bank card used to pay for the order with the amount corresponding to the price of the products initially paid.
The value date of the credit thus made depends on the customer's ‘bank card contract’. If there is an issue about this value date, the customer should, after ensuring that GILAC has made the reimbursement, contact their bank branch.