Check Your Order When It Arrives

Open your fixture as soon as it's delivered, before you book an electrician. Large lighting occasionally sustains transit damage despite protective packaging, and the sooner we know, the faster we can fix it.

We'd also recommend having a licensed electrician test the fixture on the ground before installation begins. A problem is far easier to resolve on a fixture that hasn't been wired into a ceiling.

If Something Arrives Damaged Or Faulty

Contact us within 7 days of delivery. Carriers only accept damage claims inside that window, and we can't arrange replacements for damage reported after it.

Email hi@giltandgaze.com with:

• Photos or video of the damaged or faulty part

• Photos of the inner and outer packaging

• A photo of the shipping label

We'll send replacement components at no cost to you, including shipping. Every fixture is tested and inspected before dispatch, but handling in transit is outside our control, and replacing the affected parts is how we put it right.

If the replacement components still don't make the fixture usable, it then qualifies for a full refund and we'll cover the return shipping. The same applies if you received a different fixture from the one you ordered.

Returning A Fixture You've Changed Your Mind About

You have 30 days from delivery to request a return. After 30 days we can't accept one, though the two-year warranty still covers manufacturing defects.

To be eligible, the fixture must be:

• Unused and uninstalled, in the same condition you received it

• In its original packaging

• Accompanied by proof of purchase

Keep the box until you're sure you're keeping the piece.

Return Shipping

We cover return shipping in two cases: a fixture that remains unusable after replacement components, or the wrong fixture sent.

For any other reason, including a change of mind, return shipping is yours to arrange and cover. We don't issue prepaid return labels.

What We Can't Accept Back

• Customised fixtures — anything made to your specified length, size, or finish, since it was produced for you

• Open box items — these carry the full two-year warranty but are final sale

• Fixtures that have been installed, used, or returned without their original packaging

Starting A Return

All returns need authorisation first — parcels sent without it will be refused.

Sign in to your account, open Orders, and select the order. Or email hi@giltandgaze.com with your order number and a line on the issue. We'll confirm the return address and next steps within one business day.

Exchanges

Return the original fixture first. Once we've accepted it, place a new order for the piece you want. This is faster than a direct exchange and means you're not waiting on two shipments to cross.

Cancelling An Order

Contact us within 24 hours of ordering and we can usually cancel or change it at no charge.

Once a fixture has been dispatched we can't cancel it or redirect it. Accept the delivery and contact us to arrange a return.

Refused Or Undeliverable Packages

If a parcel comes back to us because delivery was refused or couldn't be coordinated with the courier, the return shipping cost will be deducted from your refund. Please check your address is correct before ordering.

Refunds

We'll inspect your return and confirm approval within 3–5 business days. Approved refunds go back to your original payment method within 10 business days. If 15 business days pass after approval and you haven't seen it, email us and we'll chase it.