FREQUENTLY ASKED QUESTIONS

Faq Sections

Country, delivery costs and times

Orders placed before 12pm Monday to Friday are sent the same day (except public holidays). The delivery timeframes in the table below reflect this rule.

Please note: these delivery times may be extended particularly during the festive season at the end of the year.

Gili’s is not responsible for any taxes or additional service costs charged by other countries. Customers will be held responsible for potential restrictions, tariffs, tax and other costs levied by the country of destination, before placing the order. Gili’s will not be responsible for any tariffs, tax or customs duties under any circumstances.

* Average delivery time. This may vary according to the time of year and the country of destination.

Tracking my parcel delivery

Once your order has been shipped, you will receive an email with the tracking number of your parcel.

You can also find your tracking number in your personal space ‘My Account’, under ‘My Orders’.

My parcel is lost

Please contact our Customer Service by email: [email protected]

We’ll find a solution for any problem!

Exchange and refund

Exchanging an article in France

As of November 20, 2022, Gili's no longer offers exchanges on its website.

For a new size, another model, or another color, we invite you to return the item by making a return request and to place an order on our website.

To make a return request, go to our dedicated section.

Your articles must be new, never have been worn or washed and still have the original labels.

Please note: for orders placed during the month of December, the returns period is extended until 15th January the following year.

Exchanging an article from abroad

Since November 20, 2022, Gili's no longer offers exchanges on its website.

For a new size, another model, or another color, we invite you to return the item by making a return request and to place an order on our website.

To make a return request, go to our dedicated section.

Requesting a refund in France

You can carry out a refund up to 14 days after receiving your order, at your expense, if the items are not suitable.
You can return your order by your own means or by using our voucher generation service available in your customer area. 6€ will be deducted from your refund.

You must also download, complete and include to your package the return form, as this may extend the processing time of your request.
Click here to download it.

Returns address:
GILI’S (shop)
103 RUE VIEILLE DU TEMPLE
75003 Paris

Once the goods have been received, inspected and accepted by the returns department, the amount charged for the returned items will be refunded to the customer’s bank account corresponding to the bank card used for payment, within 15 days of receiving the returned items.

Returns to relay points are not allowed.

Please note: for orders placed from November 25, the returns period is extended until 15th January the following year.

My account

Creating a GILI’S account

Creating a GILI’S account is very easy:

Click on “My Account” at the top right of the home page
Enter your email address on the form “Is this your 1st dip with us?”
Fill in the requested information and click on save.

For easier and faster registration or login, you can also automatically pre-fill the registration form using the “Facebook Connect" option that will import the information registered on your Facebook account.

Please note that our invitations will therefore be sent to the email address linked to your Facebook account.

Logging in to my account

To log in to your GILI’S account, click on “My Account” at the top right of the home page screen.

Enter your email address and password then confirm in the form “Already a customer”

You can also log in via “Facebook Connect”.

Do I have to create an account to place an order?

It is necessary to create an account to make a purchase. Having an account means you will be the first to hear our news and take advantage of our special offers. Creating an account will also give you access to your order history, and save your personal information to facilitate your future orders.

Placing an order on GILIS.com

Size guide

Each product sheet has a corresponding size guide or you can contact us at: [email protected] to benefit from our advice.

How do you look for an item on the website?

Our menu enables you to search our products by category (men/women/children/family) or by product (swimwear, accessories). Once the selection has been made, you can filter it by colour, size and matching items.

Changing my order

You can add or remove items from your basket until order confirmation.

Once the order has been confirmed, you can no longer change it yourself.

In the event of any error in terms of delivery address, item or size, please contact us at [email protected] We will do our maximum to change your order if it has not yet been prepared by the warehouse!

Responsibility

How do you choose your materials?

At GILI’S the origin of our materials is critical for our standard of quality, so we source 100% of our fabrics and cloths in Europe, (Italy and Spain). This enables us to guarantee the quality and to keep a close eye on their manufacture and durability.

Do you use environmentally friendly materials? If so, which?

Nearly all the materials used for our swimwear are produced from recycled polyester fibre which is much cleaner than ordinary polyester and without any heavy metals.

These essential qualities lie at the heart of our global strategy, a strategy focused on sustainability.

What about the cotton?

The cotton used for our t-shirts is OEKO Tex certified biological cotton.

Payment

Method of payment

You can pay for your order by:

Debit or credit card (Visa, Mastercard, Maestro and American Express)
PayPal
Gift card

Please enter and save your payment information when you place your order, it will make your future orders easier.

To change this information, go to your space in “My account/ My payment information”.

Payment in instalments is only available using Paypal.

Secure payment

We never have access to your bank details. The transactions are fully processed by our partner PayPlug’s secure payment module. Your payment is completely secure.

What do I do if I have been charged but I did not receive order confirmation?

We recommend that you contact us at [email protected] providing us with as much information as possible regarding the order placed (date, email and contact details provided, amount charged, etc.). Then we can check the order history and resolve the problem.

Embroidery

How do I customize my product?

You can personalize your swimsuit from the selection offered (Trawangan, Air or Meno), with an embroidered text on the lower left leg.

- Go to the product sheet of your choice, in the categories Men Trawangan and Air and Boy Meno, click on the button "Embroider the message of your choice".

- Enter the text of your choice, within the limit of 11 characters, spaces included.

The use of upper and lower case letters will be respected by our team.

- Choose the color of the thread in the drop-down menu

The typography has been defined by our team and you can discover examples directly on the product sheets where the embroidery is available, by clicking on "Embroidery examples and additional information".

What is the cost of an embroidery?

The embroidery is charged 10€ extra per embroidered product.

What product can I customize?

Men's swimsuits, Trawangan with elastic waistband and Air with buttoned waistband, as well as Meno boys' swim shorts are available for embroidery.

Unfortunately, swimsuits containing elastane (women's swimsuits, girls' swimsuits and swim trunks) cannot be embroidered because the material is more fragile.