For delivery information, please see our delivery section for advice on gift wrapping and where we deliver.
We aim to provide the best for our clients, and Gilda & Pearl girls generally make for delighted customers. However, if you do need to return an item for any reason, our policy is below.
Commissions and Bespoke Items
Please note that we are unable to refund commissioned items or those which are custom made or bespoke, unless faulty.
All Other Items From Our Collections
Please take full advantage of the fact that we handmake all items individually for you and check our size guide before placing your order to avoid any disappointment. Please contact us before placing your order if you are unsure of your size- we will always do our best to accommodate you.
We will gladly exchange or refund your money if goods are returned to us in their original condition within 7 days of receipt.
Should you choose to return an item:
You can email us at firstname.lastname@example.org with your return request if possible in the first instance. Please include order number, contact details, including telephone number, item to be returned and any reasons for return. If you are sending for exchange only, please pack the goods with tags intact into a secure envelope, there is no need to include packaging.
If you wish to return for a refund, simply return the item in perfect, unworn condition within 7 days of receipt of goods, including all packaging (boxes, care cards, tags and scent pouches) in original condition and your packaging slip, with the following details:
-Your contact details and postal address (if required for exchange)
-The reason you are returning your item, and mark clearly whether you would like a refund or an exchange.
Please read our postage policy below, pack the goods with the relevant information and post to –
GILDA & PEARL
111 UNION STREET
We reserve the right to refuse a refund where the above conditions have not been met, so please take care when unpacking & repacking. Please note that failure to return an item within 7 days from receipt or in accordance with current return conditions will prevent us from processing any refunds or exchanges. The 7 days begins from the date when the carrier first attempts to make the delivery to your address.
We will email you to confirm arrival of goods and will then endeavour to process your request for either a replacement or refund as quickly as we can. If fabric for your chosen substitute is not in stock we will contact you to offer either an alternative or a refund.
If you would like further information on our returns policy please call us on 0753 0509 335 or contact us via email at email@example.com with your query.
We will pay for the order to be sent to you, however the cost of returning an item is borne by you. When returning an item, you are responsible for goods until they reach us. We cannot be held responsible for goods lost by Royal Mail in transit. Therefore we recommend the following:
We recommend that you return any items by Royal Mail 1pm special delivery post & retain proof of posting. This will ensure that you are fully insured by Royal Mail should the item become lost in the post. Gilda & Pearl cannot issue refunds or compensation when items returned to us by you have gone missing in the post.
European and International Customers : Please send your return via an traceable method which insures you for the full value of your goods.
Customers who have paid by card will have their accounts credited, unfortunately we cannot make refunds to a third party.
Security and Privacy
We use the latest technology to ensure we offer a completely secure credit card transaction facility. As required by UK Data Protection Acts, we follow strict security procedures in the storage and disclosure of information. Your details are not held on the internet or a customer database and all information is transferred to a secure server.
If you subscribe to our mailing list, we may occasionally use some of your details to keep you informed of forthcoming special offers and promotions available through our website. You may unsubscribe from any of our mailing list services at any time.
Care of your Gilda & Pearl lingerie
Because we take care to choose the highest quality silks and sew every button, trim and fastening by hand, Gilda & Pearl lingerie can last a very long time.
We recommend that you hand wash all items in lukewarm water, using a special hand washing liquid, such as Lux or Dreft. Turn your garment inside out and leave to dry flat on an old, clean and dry towel. Take care not to use a towel that is heavily dyed as you may risk colour run onto your garment. Iron on a cool heat setting, ideally on the reverse side. Please take special care with synthetic lace trims and fastenings, and reduce your iron’s heat setting accordingly.
For best results with silk, we suggest that you use a steamer to smooth out any creases that will result from washing or wear - your silk will look as good as new.
If you put your lingerie in the washing machine, we recommend that you use a laundry bag- it won’t necessarily prevent washing machine wipeout, but it will hopefully keep your lingerie in shape for longer! However, we cannot accept returned items where items have been machine washed instead of by hand.
Body lotions and cosmetics , oh how we love them, may create marks on silk which are difficult, if not impossible, to remove. We recommend that you at least let any lotions dry as much as possible before wearing your silk lingerie. We also advise caution with spraying perfume on any silk products, as this can leave stains. If you do want to add scent to your lingerie, placing the scent pouch that comes with your Gilda & Pearl lingerie in your lingerie drawer should do the trick for weeks on end!
We accept all major credit and debit cards via our secure online system, including American Express. To enquire about alternative ways to pay, please phone or email us and we can make arrangements for you. All methods of payment must be cleared before dispatch.
Please note that all credit or debit card holders are subject to validation and authorisation by the card issuer. If the issuer of your card refuses to authorise payment, we cannot be liable for delay or non-delivery of your order.
Ordering, Delivery & Postage
Standard delivery is free for UK and European orders, and our luxury gift wrap is included free of charge with all orders over £50. Further information can be found in delivery.
We will confirm all orders by email within 24 hours of placing your order. In the unlikely event that we are unable to fulfil your order, we will contact you and you will be offered either a full refund, alternative and/or a place on our waiting list for the item - subject to future availability - should you wish.
Orders will require a signature on receipt - we want to make sure that Gilda & Pearl lingerie reaches the right person every time.
Please note that Gilda & Pearl offers the option of Saturday delivery in the UK for a small extra fee .
Please note that all shipments outside the UK may be subject to import duties and taxes, which are levied once a shipment reaches your country.
As we have no control over these charges and cannot predict what they may be, additional charges for customs clearance must be borne by you.
Small imperfections are part of the charm of handmade garments. No two pieces are exactly the same, which makes you lingerie exquisite, well-made and unique.
While we endeavour to do our best to match the photographs you see on the website, fabrics and trims may vary slightly from piece to piece, and remember colour representations can vary slightly from browser to browser.