Frequently Asked Questions (FAQ)
We've organized this section of our site by Frequently Asked Questions (FAQs). If you don't see your question here, please contact Customer Care at 888-227-9845 or retail@gilchristsoames.com. Representatives are available from 8:00am - 5:00pm Eastern Standard Time. In Europe, call +44 (0) 1733 384100) or email ukcustomer@gilchristsoames.com.
»How do I register?
»How do I log in?
»How do I order?
»I've added something to my cart, but my cart is still empty. What's wrong?
»How can I check on the status of my order?
»How long does an order take to arrive?
»Is my credit card information safe?
»Will you sell my personal information to other companies?
»Are your products sold in any retail stores?
»How do I report a problem?
»How do I contact Gilchrist & Soames?
»Do you test on animals?
»Are your products gluten free?
»Am I able to change my order once it's been placed?
»I used to purchase a product from you, but now I can't find it on your website. What happened?
»Do you have a catalog?
»I just received an email offering a discount, but I placed an order earlier this week. Do you do price adjustments?
»How do I use a promotion code on my order?
»Do you offer gift cards?
How do I register?
We highly suggest you register in order to complete a purchase with Gilchrist & Soames. This gives us the ability to track your order effectively, store necessary information, and notify you that your order has been received and when it has shipped. To register, click on "Sign In" at the top of any web page and fill in the new customer form. You can also register after you have selected products you wish to buy and are ready to check out. Simply click on Checkout at the top of any web page, select the New Online Customers option, and fill in the form.
You can also register to receive email notifications from us even if you do not wish to purchase products at that time. Registering and opting in to email notifications will put you on our mailing list for news and special offers. To register for our email notifications, go to "Newsletter" at the bottom of any web page.
How do I log in?
Once you have registered with Gilchrist & Soames, you can log in with your email & password. To do so, click on Login at the top of any web page and fill in the Returning Online Customers form.
How do I order?
When browsing through our products you can click on any item for a detailed description, enter your desired quantity and click the Add to Cart option. The item in its specified quantity will be added to your shopping cart. You may continue shopping, or you can click on Checkout at the top of any web page to complete your order.
You can view your shopping cart at any time by clicking on View Cart at the top of any web page.
To remove an item, click on View Cart at the top of any web page, click on the Delete box next to the item, and click on Update Cart.
I've added something to my cart, but my cart is still empty. What's wrong?
This is probably due to having "cookies" turned off. Cookies must be turned on within your browser to shop at Gilchrist & Soames.
How can I check on the status of my order?
To check on the status of your order, log in to your account and go to Order Status. When you place an order online, you will receive an order confirmation email. When your order has shipped, you will also receive an email with a tracking number for the shipping option you have selected.
How long does an order take to arrive?
Orders are generally shipped within 1-2 business days after they are received. Orders placed on Friday, Saturday, and Sunday will not be processed until the following Monday (or Tuesday if Monday is a holiday). All orders are shipped from our Plainfield, Indiana warehouse; delivery time depends on your location.
My order arrived damaged. What should I do?
If you received damaged merchandise, please retain the box, packaging and all contents, and contact us as soon as possible at retail@gilchristsoames.com or 888 227 9845. If possible, please include photos of outer box and product as it arrived.
I ordered the wrong product, can I return/ exchange it?
We accept returns/ exchanges within 30 days of receiving your order. Please visit our "Orders and Returns" page for instructions.
Is my credit card information safe?
Our website uses Secure Socket Layers (SSL) to encrypt the information you provide, as well as the VeriSign security verification system for all transactions. VeriSign uses a digital certificate (the equivalent of a coded ID badge) to verify to users that they are actually communicating with the correct person or web server. We believe digital certificates are the most reliable option available for conducting business securely on the Internet.
While we use SSL and VeriSign to protect sensitive information online, we also protect customer information offline. All customer information is restricted in our offices. Only authorised employees (such as our billing department or a customer service representative) are granted access to your information.
Will you sell my personal information to other companies?
No. All personal information you give us is kept confidential and protected with the utmost care. We will not sell or disclose any information that identifies you to an unrelated third party without your approval. A complete description of our practices can be viewed at Privacy Policy.
Are your products sold in any retail stores?
Gilchrist & Soames products are only sold online on our website, in our Amazon store, or in gift shops at certain properties that we service. If you do not wish to order online, you may place your order by phone at 888-227-9845 (in the UK: +44 (0) 1733 384100). If you're not located in the United States, you may also visit our UK sites by clicking on the Flag at the top left corner of the screen.
How do I report a problem?
Please report any technical problems or errors to Customer Care at retail@gilchristsoames.com or 888 227 9845 (in the UK +44 (0) 1733 384100.
How do I contact Gilchrist & Soames?
A complete list of our contacts and mailing addresses are available at Contact Us.
Do you test on Animals?
No, Gilchrist & Soames is completely committed to a cruelty-free environment; we NEVER test on animals.
Are your products gluten free?
Yes, our products are gluten free. However, we can't guarantee that all of the ingredients that we source come from gluten-free facilities.
Am I able to change my order once it's been placed?
Our orders happen in real-time so it is difficult for us to make any adjustments to them once they've been submitted. However, if you do find that you need to make a change, please contact our Customer Care department immediately at 888-227-9845 or retail@gilchristsoames.com.
I used to purchase a product from you, but now I can't find it on your website. What happened?
At times, our product selection will change based on the ordering patterns of the hotelier and consumer markets. New collections are introduced, and others are discontinued. We understand that fragrance can be a highly personal matter and apologize if yours is no longer available. However, we would love to assist you with finding a new favorite! Please contact us at retail@gilchristsoames.com or 888 227 9845 for product recommendations.
Do you have a catalog?
In an effort to reduce our "carbon footprint" we have made the decision not to offer a product catalog. However, we encourage you to visit the About Us and Collections pages of our website to learn more about who we are and what we offer.
I just received an email offering a discount, but I placed an order earlier this week. Do you do price adjustments?
Due to the frequently changing nature of our promotions, we are not able to offer price adjustments. Our apologies for any inconvenience.
How do I use a promotion code on my order?
With some promotions that we offer, there will be a promotion code located in the email that you receive or on our website homepage. Simply enter this code in the "Discount Code" box located near the bottom of the shopping basket page, and then click "Apply". If the code is accepted it will be reflected on the subtotal of your order. If the code is not accepted, please check the expiration date of the email that you received, or call our Customer Care department at 888 227 9845. Some promotional codes require you to be logged into your account, see email for details. To sign up for our promotional emails, please select the "Newsletter" option at the bottom of any webpage. PLEASE NOTE, COUPONS CANNOT BE COMBINED.