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Here you can find a recap of our most Frequently Asked Questions.
Orders
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking number. You can use this tracking number to track your order's progress on the FedEx website. Please allow up to 48 hours for the tracking information to become available.
If you haven’t received your order within the period communicated to you in your shipping confirmation email, please contact us at info@gildaandbass.com with your name and order number, and we will look into it for you.
Can I modify my order once it’s placed?
Please note that you cannot change the shipping address or the selected shipping method after checkout. If the shipping details are not correct, Gilda and Bass cannot be held responsible.
What if my order is lost or damaged in transit?
We are committed to ensuring that your order arrives safely and in good condition. However, we understand that accidents can happen. If your order is lost or damaged in transit, we will investigate the matter and take appropriate action to resolve the issue.
What if I am not satisfied with my order?
We want you to be 100% satisfied with your purchase. If you are not satisfied with your order, you may request a return for a full refund of the sale price, excluding shipping costs, fees and taxes, within 15 days of receiving it. Please note that discounted items at the time of sale cannot be returned.
What are your payment options?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Discover, Diners Club, Bancontact, iDeal.
Shippings
Where do you ship to?
We currently ship to Europe, the US, Australia, and Indonesia.
What shipping carrier do you use?
We use FedEx as our primary shipping carrier. FedEx is a reliable and efficient carrier with a global network that ensures your order is delivered safely and on time.
How long does shipping take?
Orders are usually dispatched within 3-5 working days from our warehouse in Bali. Delivery time may vary depending on your location, but typically takes 7-12 working days.
Please note that delivery times are subject to exceptional changes based on industrial or business disruption, shortages, weather or climate issues, transit times, global health related restrictions etc. Processing and shipping times may increase during holidays and other peak seasons.
What is your shipping cost?
We offer free worldwide shipping for all orders.
What about other fees?
All total purchase prices exclude customs duties, import fees or any other local charges. Customs taxes would be the cost of purchasing a product shipped from another country. When international customers purchase a product from us, country of residency may charge customs fees upon delivery. Gilda and Bass is not responsible for this expenses. Where there is a customs inspection, we will provide the correct paperwork for the same. However, we cannot be held responsible for how long it takes for your order to pass through the customs.
Returns
What is your returns policy?
Please note that items discounted at the time of purchase cannot be returned. In other cases, you may request a refund within 15 days of receiving your item. To be eligible for a return, the item must be unused, show no signs of damage or wear, and be returned in its original condition with original packaging and any tags attached. Please note that you will be responsible for choosing the courier for the return, and Gilda and Bass cannot be held responsible for any associated shipping costs or delays.
Do I need to pay for return shipping fees?
Yes, you are responsible for paying for the return shipping of an item, plus any additional taxes or fees (if applicable). However, if the item was faulty or damaged when you received it, we will cover the costs. Please note that discounted items at the time of sale cannot be returned. Please also note that you will be responsible for choosing the courier for the return; Gilda and Bass cannot be held responsible for any associated shipping costs or delays.
How long does it take to get a refund for a returned item?
Once we receive your returned item and it meets our return guidelines (see first question), we will issue a refund to your original method of payment within 5 to 10 working days. Please note that your financial entity or bank can take some extra time to process the refund. Please also note that you will be responsible for choosing the courier for the return; Gilda and Bass cannot be held responsible for any associated shipping costs or delays.
What if I don't receive my refund?
If you have not received your refund within 10 business days, please contact our customer support team at info@gildaandbass.com
Can I exchange an item for a different size or color?
No, we currently do not offer exchanges. You can only return an item for a refund. Please refer to our size guide before placing your order.
What if I am not satisfied with my order but the item is not defective or damaged?
If you are not satisfied with your order for any reason other than a defect or damage, you may return it for a refund - excluding shipment fees - within 15 days of receiving your order. You will be responsible for paying for the return shipping cost and any additional fees that might apply. Please note that discounted items at the time of sale cannot be returned.
What if my order is lost or damaged in transit?
We are committed to ensuring that your order arrives safely and in good condition. However, if your order is lost or damaged in transit, we will investigate the matter and take appropriate action to resolve the issue.
¿ Still not sure ?
You can contact us anytime at info@gildaandbass.com and our team will take care of your inquiries.
Alternatively you can use our contact form.