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You have questions, we have answers!

20160412 Customer Service

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 – 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 –

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 –

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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