Refund policy
We want you to feel confident shopping with Gilmelle. If something isn't quite right, eligible items can be returned within 30 days of delivery.
30-Day Returns
You may request a return within 30 days from the date your order is delivered.
To be eligible for a return, items must be:
- unworn and unwashed;
- in their original condition;
- free from makeup, perfume, deodorant or other marks;
- returned with the original tags attached.
Trying an item on to check the fit is completely fine.
Non-Returnable Items
For hygiene or other applicable reasons, the following items cannot be returned for a change of mind:
- earrings and pierced jewellery;
- intimate apparel;
- swimwear where the hygiene liner has been removed;
- gift cards;
- items clearly marked Final Sale before purchase.
Nothing in this policy limits any rights that cannot legally be excluded under applicable consumer protection law.
How to Start a Return
Before sending anything back, please contact us at:
Include your order number and the item or items you would like to return.
Our Customer Care team will confirm your return eligibility and provide the correct return instructions and return address.
Please do not send returns to our Toronto Customer Support Address unless we specifically instruct you to do so.
We recommend using a trackable shipping method and keeping your proof of postage until your refund has been completed.
Return Shipping Costs
For returns because you changed your mind, ordered the wrong size or no longer want the item, return shipping costs are the responsibility of the customer.
If an item arrives damaged, defective or incorrect, we will provide an appropriate solution and cover reasonable return shipping costs where a return is required.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or different from what you ordered, please contact us within 7 days of delivery at:
Please include your order number and clear photographs showing the issue.
Once reviewed, we will arrange an appropriate resolution, which may include a replacement or refund.
Exchanges
We currently do not offer exchanges. If you'd like a different size or colour, please return your item for a refund and place a new order.
Refunds
Once your return has been received and inspected, approved refunds will be issued to the original payment method.
We aim to process approved refunds within 3 to 5 business days after receiving your return.
After the refund has been issued, your bank or payment provider may require an additional 5 to 10 business days for the funds to appear in your account.
Order Cancellations
If you would like to cancel an order, please contact us as soon as possible at info@gilmelle.com.
Because orders can enter fulfillment quickly, we cannot guarantee cancellation once an order has been processed or dispatched.
If cancellation is no longer possible, you may request an eligible return after delivery.
Contact Information
Store name: Gilmelle
Company name: Don Collective
Company Address: Ruiterweg 22, 1251 ZZ Laren, The Netherlands
Warehouse Address: 401 Bay Street, Suite 1600, Toronto, ON M5H 2Y4, Canada
Company nr.: 42119080
Phone: +1 (647) 846-4556
Email: info@gilmelle.com
Customer Care Hours: Monday to Friday, 9:00 AM to 5:00 PM ET
We aim to respond to your inquiries within 24 hours.