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Common Enquiries

WHAT WILL BE MY DELIVERY COST?

The delivery cost will differ according to your location. Please check for more details from Gilded Delivery. Upon you entering the Delivery Address the system will indicate your delivery cost at the point of checkout.  

HOW DO I ACTIVATE MY ACCOUNT?

The instructions to activate your account will be sent to your email once you have submitted the registration form.

For more details, you may contact us on (+94 0777 077 072)

HOW DO I RETRIEVE MY PASSWORD IF I LOSE IT?

In the event you forget your password or cannot access your account, click on the “Forgot My Password” feature which will direct you to change your password by accessing your email account. 

HOW CAN I CHANGE MY SHIPPING ADDRESS?

By default, the last used shipping address will be saved into to your Store user account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it to the new address you want your order delivered to.

CAN I CANCEL MY ORDER AFTR PAYMENT?

Unfortunately, once placed; orders cannot be Cancelled as a measure to safeguard our vendors who sometimes produce items specially for a particular order.

DO I HAVE TO BEAR THE SHIPPING/DELIVERY COST FOR A RETURN OR EXCHANGE ITEM?

We would require you to ship/drop-off the returnable item at our designated partner store.

We will however, deliver the replacement item at no additional cost to you.

To find out more information about our Return and Exchange Policy please check here: The Gilded Exchange Policy.  

HOW CAN I TRACK MY ORDERS & PAYMENT?

After logging into your account, the status of your checkout history can be found under Order History. You can also check your order status using the order number & email address here.

HOW DO I CANCEL MY ORDERS BEFORE I MAKE A PAYMENT?

After logging into your account, you need to proceed to your Shopping Cart. Here, you will be able to make a payment or cancel your order.

Note: We cannot cancel once the order is confirmed or give refunds once a payment is verified. 

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?

The usual time frame for delivering orders; excluding exceptional situations like curfew, disaster etc is as follows.

Special Shipping – Same day (within 24 hours)
Colombo and Suburbs - 2-3 working days
Out station 3-5 working days

For More Information Here.

If you experience delays in receiving your order, contact us immediately on +94 0777 077 072 and we will help to confirm the status of your order. 

WHAT ARE THE PAYMENT METHODS AVAILABLE TO ME?

For your convenience, now we offer cash on delivery island wide (Only Available in sri lanka).

Furthermore, we accept Credit/Debit cards and most of the popular digital wallets powered by Rapyd as payment methods. 

HOW DO I MAKE PAYMENTS USING DEBIT OR CREDIT CARD? HOW DOES IT WORK?

Rapyd is the easiest way to make payments online. While checking out your order, you will be redirected to the Rapyd website.

Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Rapyd payment, a payment advice will be automatically generated to gilded.lk system for your order.

WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR UNSATISFACTORY/EXPIRED/WRONG SAMPLE/MISSING) SAMPLES?

If there are mistakes with your order or products arrive defective/damaged at the time of receipt, we’ll make it right by:

Sending you replacement parts or accessories

Replacing the product or by issuing a refund by means of a coupon that can be claimed against any product on The Gilded up to that same amount

By covering the cost of any return shipping/delivery (if the product is not defective, return shipping fees will apply and/or a partial refund (coupon) may be issued)

For more details, refer to The Gilded Exchange Policy here

CAN I EXCHANGE A DEFECTIVE OR FAULTY ITEM?

Yes, most certainly.

You may drop your request to our customer care team on +94 0777 077 072 or write to us on support@the-gilded.com and our team will assist you to return the defective / faulty item and place a new order.

For more details, refer to The Gilded Exchange Policy here

CAN I PURCHASE VOUCHERS/ COUPONS ON THE SITE?

Yes Certainly. You can purchase vouchers/coupons on the site to be claimed against your own orders or to give as a gift. 

HOW WILL I KNOW IF MY ORDER IS GETTING DELAYED?

Occasionally, due to circumstances outside our control, you might experience a slight delay. During this time, we will keep you updated by e-mail or phone.

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