Gilmelle Return & Refund Policy

At Gilmelle, we want every piece you order to feel like it was made for you. If something isn't quite right, we're here to make the return process straightforward, fair and stress-free.

This policy explains how returns, exchanges and refunds work when you shop with us at Gilmelle. It applies to all orders placed through our online boutique and shipped within Canada.

1. Return Eligibility

We accept returns on eligible items purchased directly through our website. To qualify for a return, your item must meet the conditions outlined in this policy, including the return window and the condition requirements described below.

Items purchased through a third-party retailer, marketplace or reseller are not covered by this policy. In those cases, please refer to the return policy of the seller you purchased from.

2. Return Window

You have 30 days from the date your order is delivered to request a return. This gives you time to try your piece on, see how it fits into your wardrobe and decide if it's right for you.

Requests submitted after the 30-day window has closed will not be eligible for a refund, exchange or store credit, except where required by law.

3. Condition of Returned Items

To be accepted, returned items must be:

• Unworn and unwashed
• Free of makeup, perfume, deodorant or other marks
• In their original condition, with all original tags still attached
• Returned in the original packaging, where possible

We understand that trying an item on to check fit is part of shopping, and this does not affect your return eligibility. However, items that show signs of wear, alteration or use cannot be accepted, as we're unable to resell them.

Items that do not meet these conditions will be sent back to you, and a refund will not be issued.

4. Non-Returnable Items

Certain items cannot be returned or exchanged, for hygiene and quality reasons or because they were purchased under specific sale terms. This includes:

• Earrings and other pierced jewellery
• Swimwear where the hygiene liner has been removed
• Items marked as Final Sale at the time of purchase
• Gift cards
• Intimate apparel

Any item excluded from returns will be clearly identified as such on the product page before you complete your purchase.

5. Return Process

Please contact our Customer Care team before sending anything back to us. This allows us to confirm your item is eligible and provide you with clear instructions, so your return is processed smoothly.

How to start a return

1. Email us at [support email] with your order number and the item(s) you'd like to return.
2. Our team will confirm eligibility and send you return instructions, including the address to ship your item to.
3. Pack the item securely with tags attached and include your order number or packing slip.
4. Ship the item back to us using a trackable shipping method.

Returns sent to us without prior contact with our Customer Care team may experience delays in processing.

6. Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the return is the result of an error on our part or is otherwise required by law. We recommend using a trackable shipping service, as Gilmelle is not responsible for items lost or damaged in transit back to us.

Original shipping charges paid at checkout are non-refundable, except where required by law or where the return is due to an error made by Gilmelle.

7. Damaged or Incorrect Items

We take great care in preparing every order, but if something arrives damaged, defective or isn't what you ordered, we want to make it right.

Please contact us within 7 days of delivery at [support email] with your order number and a photo of the item. Once confirmed, we will offer a full refund, a replacement or store credit, whichever works best for you, and we will cover the cost of return shipping.

8. Exchanges

We currently do not offer direct exchanges. If you'd like a different size or colour, please return your original item for a refund and place a new order for the item you'd like instead. This ensures you get your new piece as quickly as possible, without waiting for your return to be processed first.

If you need help finding the right size or checking stock on a specific item, our Customer Care team is happy to assist before you order.

9. Refund Processing Times

Once we receive your return, our team will inspect the item to confirm it meets the conditions outlined in Section 3. This inspection typically takes 3 to 5 business days from the date we receive your parcel.

Once approved, we will notify you by email and process your refund. Please note that it may take an additional 5 to 10 business days for the refund to appear on your original payment method, depending on your bank or card issuer.

10. Refund Method

Approved refunds are issued to the original payment method used at checkout. We are unable to issue refunds to a different card, account or payment method.

If your original payment method is no longer available (for example, an expired or cancelled card), please contact our Customer Care team and we will work with you to find a suitable solution, such as store credit.

11. Late or Missing Refunds

If more than 10 business days have passed since you received your refund confirmation email and you have not seen the funds in your account, here's what to check first:

• Review your bank or credit card statement again, as processing times can vary.
• Contact your credit card company, as it may take some time before a refund is officially posted.
• Contact your bank, as there is often processing time before a refund appears.

If you've done this and still have not received your refund, please reach out to us at [support email] and we will be glad to look into it for you.

12. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at [support email]. We process orders quickly to ensure fast delivery, so we can only guarantee a cancellation if the order has not yet been packed or shipped.

If your order has already shipped by the time we receive your cancellation request, you're welcome to return it once it arrives, following the process outlined in Section 5.

13. Contact Information

Our Customer Care team is here to help with any questions about your order, a return or this policy.

Gilmelle Email: support@gilmelle.com Phone: + 1 (647) 846-4556 Hours: Monday to Friday, 9:00 AM to 5:00 PM (EST)

We aim to respond to all enquiries within 1 to 2 business days.

14. Changes to This Policy

Gilmelle may update this Return & Refund Policy from time to time to reflect changes in our practices, our products or Canadian consumer protection requirements. Any changes will be posted on this page with an updated effective date.

We encourage you to review this policy periodically. Your continued use of our website and services following any changes constitutes your acceptance of the updated policy.

Last updated: 06-08-2026