Free Delivery on orders of $60 and more.
+1 888 227 9845

Frequently Asked Questions (FAQ)

 

We've organised this section of our site by Frequently Asked Questions (FAQs). Click on the question to see the answer. 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?
»There seem to be a lot of spelling errors on the site. Did you not spell check?
»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?


Return to Top

How do I register?

You must 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 Up at the top of any web page and fill in the 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 E-mail Sign-up.


Return to Top

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.


Return to Top

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.


Return to Top

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.


Return to Top

How can I check on the status of my order?

To check on the status of your order, 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.


Return to Top

How long does an order take to arrive?

Orders are generally shipped the day 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 Indianapolis, Indiana warehouse; delivery time depends on your selected method of shipment and location.


Return to Top

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.


Return to Top

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.


Return to Top

Are your products sold in any retail stores?

Gilchrist & Soames products are only sold online on our website, 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 Europe +44 (0) 1733 384100). If you're not located in the United States, you may also visit our European or UK sites by clicking on Change Country at the top left corner of the screen.


Return to Top

There seem to be a lot of spelling errors on the site. Did you not spell check?

Gilchrist & Soames was founded in London, England and we stay true to our English heritage. What appear to be typos or strange spelling of words is actually standard British convention.


Return to Top

How do I report a problem?

Please report any technical problems or errors to or call Customer Care at 317.786.8037 (in Europe +44 (0) 1733 384100).


Return to Top

How do I contact Gilchrist & Soames?

A complete list of our contacts and mailing addresses are available at Contact Us.


Return to Top

Do you test on Animals?

No, Gilchrist & Soames is completely committed to a cruelty free environment; we NEVER test on animals.


Return to Top

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.


Return to Top

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.


Return to Top

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 888.227-9845 for product recommendations.


Return to Top

Do you have a catalog?

In an effort to reduce our "carbon footprint" we have made the decision not to offer a product catalogue. However, we encourage you to visit the About Us and Collections pages of our website to learn more about who we are what we offer.


Return to Top

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.


Return to Top

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. To sign up for our promotional emails, please visit E-mail Sign-up.

 


Return to Top

Do you offer gift cards?

We do not currently offer gift cards for sale on our website, but we do have them available for purchase. If you would like to purchase a gift card, please contact our Customer Care department at 888-227-9845 and one of our representatives will be happy to assist you.