Transport & service
Transport & service
- Free delivery
- Delivery in Belgium
- Delivery prices worldwide
- What about customs, import, duties and other fees?
- Questions and answers
- What should I do if my parcel arrives damaged?
- My parcel hasn't arrived, what should I do?
- What is the Gillio BUZZ option?
- What is the Gillio DHL option?
- How do I track my parcel?
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Free delivery
All orders of minimum 100 euros are delivered without any cost in the following countries: Belgium, Netherlands, Germany, Luxemburg, France, Denmark and Austria
All orders of minimum 450 euros (€450 in ONE order - not €450 as the total of several orders combined!) are delivered without any cost to the rest of the world.
All our deliveries are insured!
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Delivery in Belgium
If your order is inferior to 100 euros (VAT included) for delivery in Belgium, the following deliverycosts will then be charged:
€ 8,26 (excl. VAT) - € 10 (incl. VAT)
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Delivery prices worldwide
All orders as from €450 are delivered wordwide for free.
Orders as of €100 with delivery in the Netherlands, Germany, Luxemburg, France, Denmark and Austria are also shipped free of charge.
All orders that do not qualify for free shippping, will be charged as follows:
- USA -> €22 (before: €25)
- REST OF THE WORLD -> €31 (before: €35)
- Bulgaria -> €18 (before: €20)
- Cyprus -> €15 (before: €20)
- Denmark -> €9 (before: €10)
- Germany -> €9 (before: €10)
- Estonia -> €18 (before: €20)
- Finland -> €18 (before: €20)
- France (continent) -> €12 (before: €14)
- France (Corsica) -> €18 (before: €20)
- Greece -> €18 (before: €20)
- Great-Brittain -> €9 (before: €10)
- Hungary -> €18 (before: €20)
- Ireland -> €18 (before: €20)
- Italy -> €18 (before: €20)
- Latvia -> €18 (before: €20)
- Lithuania -> €18 (before: €20)
- Luxemburg -> €10
- Malta -> €20 (before: €25)
- Netherlands -> €9 (before: €10)
- Norway -> €20 (before: €25)
- Austria -> €10
- Romania -> €18 (before: €20)
- Poland -> €18 (before: €20)
- Portugal -> €18 (before: €20)
- Slovakia -> €18 (before: €20)
- Slovenia -> €18 (before: €20)
- Spain -> €18 (before: €20)
- Czechia -> €18 (before: €20)
- Turkey -> €18 (before: €20)
- Sweden -> €18 (before: €20)
- Switzerland -> €18 (before: €20)
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What about customs, import, duties and other fees?
Gillio ship their parcels worldwide. When you live outside the EU, your parcel will go through customs clearance upon arrival in your country. Sometimes our parcels pass through customs without any issue, but sometimes local authorities may charge local sales tax and an import fee when new products enter a non-EU country. Experience has learned us that it can be quite a random process, some people are never charged any fees while others in the same country have had to pay regularly. We have no influence on the customs offices in other countries.
The customer is responsible for paying any applicable custom duties or any additional fees associated with this process. Please note that Gillio is not capable of determining the amount of these taxes in advance.
During the process of customs clearance, additional information may be asked by your local customs office. Gillio is happy to provide any additional information asked: just email us at helpdesk@gillio.eu and we'll provide you with documentation and/or information to help speed up this process. As it is impossible to know what the customs officer will ask, there is no way of providing this all up front. Each country has different regulations and will require different kinds of information. Examples could be: the origin of the leather used, legal background information on Gillio as the seller/exporter, certain import codes that are country-specific, etcetera.
Customs clearance may cause a delay in the arrival of your parcel. Unfortunately, this is not something we can control.
Experience has taught us that sometimes, tracking shows "additional information is required for custom clearance". This does not always mean that this needs to be provided by you or us, but that an officer has to take the time to inspect the documentation attached to your parcel. The generic message however shows "exporter/importer should contact XYZ" - bPost has informed us that as the shipper has all necessary contact information, customs will contact whomever they need extra information from; they don't expect recipients to mandatory check tracking. Unless you are directly contacted by your local mail handler or customs office, your parcel should clear by itself. Customs is however a slow process and no guarantees for processing time are ever given.
Even if you use BUZZ or DHL shipping, customs clearance may still cause a delay outside of our control. bPost estimates delivery for expedited shipping withhin 2 to 10 days, and usually even with customs clearance, this is still the case.
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Questions and answers
A large part of our work here at Gillio - next to picking & processing your new favourite organiser and shipping it to you! - is answering questions from our customers. Our clients, whether they've been with us for several years already or just joining in on the fun, contact us regularly with a wide range of questions.
'When will my order ship?', 'Do you have an ETA on the Medium Compagna in Gold?', 'I have a gap in my rings!', 'Can I ask for gold rings on my new planner?' - and many more.
In order to streamline our customer service processes even more, we'd like to update you on the correct channels to contact us with a question.
1. First of all: check our FAQ (Frequently Asked Questions) on the website under 'Customer Service'. A lot of answers can be found there already!
2. Can't find the answer you are looking for? Then e-mail our staff - but please use the correct mail address: (and make sure your mail is not larger than 10 MB!)
- Problems, issues, repairs – helpdesk@gillio.eu NEW!
This is the e-mail address where you can send us your questions about any issues you might have. Changed your mind and want to return a purchase? Is your Gillio item in need of repair? Sudden ring gaps in your organiser? Send your question to this address only. We will treat them as soon as possible!
- Orders & shipping – els@gillio.eu
Do you have a question about your current order, your shipping, do you want to pass on a preference for smooth/pebbly/... leather, or have any other question regarding orders and shipping? Our colleague Els will answer them for you!
- Pictures, payments & refunds – steve@gillio.eu
Our colleague Steve will answer all your questions about payments, he will issue your refunds, and he’s also responsible for all our inhouse photography – so let him know wether or not you like the pictures of your planner! (Please note: pictures can only be requested DURING the ordering process. You cannot ask for pictures after an order has been made!)
Do you have a short, urgent question? Then you can also try us on the online chat during business hours.
This way we can make sure the right person is handling your requests and questions, and you can receive a response as soon as possible.
Please note our offices are open between 9 AM and 1 PM, and again from 2 PM to 5 PM CET on business days, and are closed on weekends. Depending on the time of your mail, it could be a little wait before you receive our response.
Thanks for helping us help you!
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What should I do if my parcel arrives damaged?
Our employees make sure your parcel is carefully wrapped and shipped. If your parcel arrives wet or damaged, you have to refuse the parcel and not accept it, give it back to the driver / delivery employee, so it will be returned to us.
If you do not officially refuse it upon receipt, the insurance company does not cover the damage to the package as there is no proof it happened in transit and arrived in that state. Please remember this in the unfortunate case this would happen to your package! The person that signs for the package is responsible - so please inform your neighbours, family members or significant other if they will be signing for the parcel.
If the parcel was left on your doorstep in your absence (so it was NOT signed for), and you discover upon arrival that there is damage to it, please report this to customer service (helpdesk@gillio.eu) immediately - at latest within the first 48 hours. We will attempt to file a claim with the insurance company. Please do NOT open the parcel under any circumstance!
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My parcel hasn't arrived, what should I do?
All our parcels are shipped with bPost. You receive a tracking number from our customer service department once your parcel is shipped, so you can track it from our warehouse to your front door.
Is your parcel delayed or is it not arriving?
- If your parcel tracking (scan) hasn't updated for 15 days, and the tracking page does not supply you any addition information (f.ex. parcel is awaiting pick-up at your local post office), please contact helpdesk@gillio.eu immediately. Our colleagues will contact bPost and investigate where your parcel is. Please do this timely (don't delay contacting Gillio for another week) but contact us once an update hasn't shown for 15 days, so we have the highest chance of retreiving your parcel on time!
- We cannot open an inquiry earlier than 2 weeks, as your parcel might be held in customs or be delayed by the local mail handler.
- Tracking statuses such as 'detained by customs: reason unknown' are completely normal and mean your item is awaiting processing by customs.
- It is normal for your complete address NOT to be visible on the tracking page for privacy reasons. Rest assured, the shipping address you provide during your order is automatically entered on the shipping label.
- Our parcels are fully insured. In case your parcel is declared 'lost' by bPost, we can claim insurance and ship you a new parcel. In this case, our customer service department will provide you with a form to fill out. In case the item you ordered sold out in the meantime, we will fully reimburse you so you can place a new order!
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What is the Gillio BUZZ option?
!! Please note: BUZZ shipping to Hong Kong, China, Japan, Spain, Switserland and Singapore is temporarily unavailable. Our apologies for the inconvenience.
With Gillio BUZZ, for an additional 20€ (24,2 € within the EU) you not only get priority processing (your order jumps to the front of the line) but your order also gets shipped the next business day. We use a special express shipping service when you opt for BUZZ: your parcel is shipped by DHL, via the bPost network.
You will still receive a bPost tracking number, but once your parcel is handed to DHL, you can find the DHL tracking number on the bPost tracking page, under 'customer reference'.
Because speed is of the essence when choosing BUZZ, this service cannot be combined with a request for pictures. Pictures have a delay of up to 4 business days, so that will stand in the way of our super-fast shipping and handling!
Please note the BUZZ charge is an additional charge, on top of your regular shipping cost. If for example your international shipping fee is 25€, it becomes 45€ with BUZZ. If your order is eligible for free shipping, you’ll be charged 20€ for the BUZZ option, etc.
As per European legislation, additional charges on top of regular shipping charges are NOT refunded when you send an item back within 14 days for a refund.
Disclaimer:
Gillio BUZZ guarantees you priority processing and next-businessday shipment. It does not guarantee a delivery date or delivery speed. Delivery speed depends on factors outside of our control, and may be influenced by transport, customs processing, import clearance, local weather, union action or labour strikes, etc.
Our international shipping charges do not include any applicable import taxes, customs duties, or fees that are due upon entry into the destination country. All duties, fees, and taxes are the responsibility of the recipient, and are calculated once a shipment reaches the recipient’s country. Customs policies vary widely from country to country and can cause delays beyond our original delivery estimates. Please contact your local customs office for more information.
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What is the Gillio DHL option?
++ ATTENTION: this service is available for the USA only. We're working on making it available for other countries as well! ++
With Gillio DHL, for an additional 15€ (18,15 € within the EU) your order gets shipped with DHL, via the bPost network.
You will still receive a bPost tracking number, but once your parcel is handed to DHL, you can find the DHL tracking number on the bPost tracking page, under 'customer reference'.
This option can be combined with a request for pictures.
Please note the DHL charge is an additional charge, on top of your regular shipping cost. If for example your international shipping fee is 25€, it becomes 40€ with DHL. If your order is eligible for free shipping, you’ll be charged 15€ for the DHL option, etc.
As per European legislation, additional charges on top of regular shipping charges are NOT refunded when you send an item back within 14 days for a refund.
Disclaimer:
Gillio DHL guarantees you shipment via DHL. It does not guarantee a delivery date or delivery speed. Delivery speed depends on factors outside of our control, and may be influenced by transport, customs processing, import clearance, local weather, union action or labour strikes, etc.
Our international shipping charges do not include any applicable import taxes, customs duties, or fees that are due upon entry into the destination country. All duties, fees, and taxes are the responsibility of the recipient, and are calculated once a shipment reaches the recipient’s country. Customs policies vary widely from country to country and can cause delays beyond our original delivery estimates. Please contact your local customs office for more information.
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How do I track my parcel?
Once your order is placed, paid for, fulfilled and shipped, you can track your parcel on the bPost website.
The bPost tracking link is in the mail you receive from Gillio. Please click the link and you will be asked to enter your own/personal postal (ZIP) code (of the delivery address) as an extra security layer. Afterwards your tracking info will be visible.
Please note that the complete delivery address is not mentioned on the tracking page because of privacy reasons. In no way does this hinder the delivery of your parcel: if you entered your address correctly when ordering, bPost has received it and will make sure the parcel arrives to its destination safely.
In your own country, your parcel will be handled by the local mail carrier. To track your parcel on the website of your local mail handler, you may need a new reference number, found on the bPost tracking page under the header 'Barcode Sender' - it should start with the letters EA in most cases. This number becomes visible around the time the parcel has cleared customs in your country.
Please note: the labels used for the boxes shipped by bPost are automated and based on your address input when placing the order. The customer is responsible for the correctness of this information. If you filled out a wrong address on your order, a possible re-shipment to the correct address will be at an additional cost.