Refund policy

Thanks for taking a minute to read this. Returns should be simple, so we have kept it short and laid it out in order, from the day your order lands to the day the money is back with you.

You have 60 days from delivery to return an order. This policy covers orders placed and delivered inside the United States, the only place we ship to and accept returns from.

What we can take back

Items need to be in the state they reached you in:

  • Tags still attached
  • Never worn outside, never washed
  • No alterations or repairs
  • Original packaging, where it came as part of the item
  • No smoke, fragrance, or pet hair

Keep your order confirmation as proof of purchase.

What we cannot take back

  • Anything sent after the 60-day window closes
  • Anything posted to us without emailing first
  • Marks, or damage that happened after delivery
  • Altered or repaired items

These are declined and sent back to you. We always email you first.

Step one, email us

  1. Email customercare@gilbert-maxwell.com with your order number and the item.
  2. Tell us whether you want a refund or an exchange.
  3. Wait for our reply. It contains further instructions

Please do not post anything before that reply.

Step two, send it back

  • Return postage is yours to pay. We do not issue prepaid labels.
  • Use a tracked service. We cannot refund an item that does not arrive.
  • Include everything that came with it.

Step three, your refund

  • We check the return on arrival and email you the outcome either way.
  • Approved refunds go back to your original payment method within 3 business days of that check.
  • The $6.99 shipping charge is not refunded unless the return is our error. Orders that shipped free at $100 or more have no shipping charge to return.
  • No restocking fees on any return.
  • Banks can take a little longer to show it. If nothing has landed after 7 business days, email us and we will trace it.

If the fault is ours

Damaged, faulty, or wrong item? Email us within 14 days of delivery with your order number and a photo. Once we have confirmed it, you get a replacement or a full refund including shipping, at no cost to you. You will not need to send it back unless we ask.

Exchanges

Available on faulty and non-faulty items, for a different size or a different piece. Just say so in your first email. Price differences are settled either way.

Canceling an order

An order can be canceled or amended right up until it is processed. After that, use the return process above. Processing starts within 1 to 2 business days, so email us quickly.

Our details

Gilbert Maxwell
Website: gilbert-maxwell.com
Email: customercare@gilbert-maxwell.com
Support: Monday to Friday, 8:00am to 5:00pm EST. We reply within 1 business day.