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GILTY / CUSTOMER INFORMATION
We want every Gilty fragrance to arrive as intended. Here is how to raise an issue with your order.
Last updated 13 November 2026If your parcel contains the wrong item or arrives damaged, email [email protected] within 36 hours of delivery. Include the order ID, a description of the issue, and photographs of the outer parcel, shipping label and affected item. Please retain all packaging until our team responds. We will review the evidence and offer an appropriate replacement or refund where the claim is confirmed.
For hygiene and product integrity, we do not replace or accept a fragrance that has been opened or used solely because its scent is not your preference. This does not affect a remedy for a defective, damaged, misdescribed or incorrect item where applicable law requires one. An unopened item return request may be considered case by case; contact us before sending anything back.
Do not send a parcel to our office without first contacting support and receiving return instructions. Once we approve a return, we will tell you how to pack it and where it should go. For a confirmed wrong, damaged or defective item, Gilty will arrange the return or bear reasonable return shipping costs. For any other approved return, we will tell you about any return shipping charge before you proceed.
You may request cancellation before dispatch by emailing us with your order ID. If the parcel has already been handed to the courier, the request is handled under this returns policy. See our refund policy for how eligible refunds are processed.