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 +44 (0) 1733 384100) or email email@example.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 catalogue?
»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?
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 Here? option on the right, 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.
Once you have registered with Gilchrist & Soames, you can log in with your email & password. To do so, click on Sign In at the top of any web page and fill in the Returning Online Customers form.
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 the Shopping Bag at the top of any web page.
To remove an item, click on the Shopping Bag at the top of any web page, click on the Delete box next to the item, and click on Update Cart.
This is probably due to having "cookies" turned off. Cookies must be turned on within your browser to shop at Gilchrist & Soames.
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.
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). Orders for the UK and Europe are shipped from our Peterborough, UK warehouse; delivery time depends on your selected method of shipment and location.
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.
We accept the following forms of payment:
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.
Please report any technical problems or errors to or call Customer Care (Europe) at +44 (0) 1733 384100).
A complete list of our contacts and mailing addresses are available at Contact Us.
No, Gilchrist & Soames is completely committed to a cruelty free environment; we NEVER test on animals.
Yes, our products are gluten free. However, we can't guarantee that all of the ingredients that we source come from gluten-free facilities.
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 +44 (0) 1733 384100)
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 +44 (0) 1733 384100) for product recommendations.
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.
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.
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 on the right hand side 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 +44 (0) 1733 384100). To sign up for our promotional emails, please sign up below.