Frequently Asked Questions
Whether you're placing your first order or you've been shopping with us for a while, we've gathered answers to the questions we hear most often. If you don't find what you're looking for here, our Customer Care team is always happy to help.
Orders
How do I place an order? Simply browse our collection, select your size and colour, and add the item to your cart. When you're ready, proceed to checkout and follow the prompts to enter your shipping and payment details.
Can I change or cancel my order? If you need to change or cancel an order, please contact us as soon as possible at support@gilmelle.com. We begin processing orders quickly, so we can only guarantee a change or cancellation if your order hasn't yet been packed or shipped. Full details are available in our Terms of Service.
How do I know my order was successful? You'll receive an order confirmation email as soon as your payment is processed. If you don't see it within a few minutes, please check your spam folder before reaching out to us.
Shipping
Where do you ship? We currently ship to addresses within Canada.
Do you offer free shipping? Yes. Shipping is free on all orders shipped within Canada, with no minimum order value required.
How long does shipping take? Orders are processed within 1 to 3 business days, and delivery typically takes a further 5 to 10 business days once dispatched. In total, most orders arrive within approximately 6 to 13 business days. Delivery times may vary during busy periods.
Will I receive tracking information? Yes. Once your order has been dispatched, we'll email you a shipping confirmation with tracking details so you can follow its journey to your door.
What happens if my package is delayed? Occasionally, delivery is affected by circumstances outside our control, such as customs processing, severe weather or courier delays. If your order is taking longer than expected, our Customer Care team is happy to check its status with the carrier on your behalf.
Returns & Refunds
What is your return policy? We accept returns within 30 days of delivery. Items must be unworn, unwashed and have all original tags attached. Some items, such as earrings, swimwear with the hygiene liner removed, Final Sale pieces and gift cards, are not eligible for return.
How do I start a return? Please contact us at support@gilmelle.com with your order number before sending anything back. Our team will confirm your item is eligible and send you clear instructions for your return.
How long do refunds take? Once we receive your return, our team inspects it within 3 to 5 business days. Once approved, your refund is issued to your original payment method, which may take a further 5 to 10 business days to appear on your statement, depending on your bank or card issuer.
Who pays return shipping? Return shipping is the customer's responsibility, unless the return is due to an error on our part or is otherwise required by law. As shipping is always free on our orders, there is no original shipping charge to refund.
Products
How do I choose the correct size? Each product page includes detailed measurements to help you choose the right fit. If you're between sizes or unsure, our Customer Care team is glad to offer guidance before you order.
Are your products true to size? We design our pieces to fit true to size, though fit can vary slightly between styles and fabrics. We recommend checking the specific measurements listed on each product page for the most accurate guidance.
What materials are used? Fabric composition is listed on every product page, as we believe you should always know exactly what you're wearing.
Will sold-out products return? Some of our styles are restocked when possible, though availability varies and certain pieces are offered in limited quantities. We recommend not waiting too long on a piece you love.
How should I care for my clothing? Care instructions are included on the garment label and on the product page. Following them helps your Gilmelle pieces stay in their best condition for years to come.
Payments
Which payment methods do you accept? We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay and UnionPay.
Is my payment secure? Yes. All payments are processed through Shopify's secure payment infrastructure, and Gilmelle never stores your complete card information on our own systems. Further detail is available on our Payment Methods page.
In which currency will I be charged? All prices are displayed and charged in Canadian Dollars (CAD). If you're using an international card, your bank may apply its own exchange rate or fees.
Customer Support
How do I contact Gilmelle? You can reach our Customer Care team by email at support@gilmelle.com or by phone at +1 (647) 846-4556.
When is customer service available? Our team is available Monday to Friday, 8:00 AM to 5:00 PM (Eastern Time).
Security & Privacy
Is it safe to shop on Gilmelle? Yes. Our website uses secure, encrypted checkout technology, and we never sell your personal information to third parties.
How is my personal information protected? We use industry-standard encryption and rely on Shopify's secure infrastructure to protect your data. For full details on what we collect and how it's used, please see our Privacy Policy.
Still Need Help?
If your question hasn't been answered here, our Customer Care team would genuinely love to help. Reach out any time at support@gilmelle.com or +1 (647) 846-4556, and we'll get back to you as quickly as we can.