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Customer Care

FAQ

1. Care and Cleaning

Care and Cleaning instructions: how to handle your products

The fineness of the fabric we use for our products makes them unique and precious. Please handle your products with care and pay attention to sharp objects that may damage the fabric.
To enhance and maintain the natural beauty of your products and to preserve anti-age and curative characteristics of your aloe Vera items we suggest a finest quality professional dry cleaning or a careful cold hand wash at 30 degrees max using a mild detergent suitable for silk.
Do not machine wash, bleach or tumble dry.
Hang your products to dry or allow to dry flat.
Use cool iron if needed and permitted by your sewn-in care label.
For further care and cleaning instructions please refer to composition label of each item.

2. Order issues

Faulty item

Service is our priority, we try our best to deal with any inaccuracy fast.

Please note, we will accept a faulty item return only in the condition delivered, unused, unworn, with Gelso Milano original tags. If any items returned do not respond this condition, the return will be denied and the items will be returned to you. If you want to return a faulty item, you have 15 days from the moment you received your order confirmation.

If you have any problems, please contact us.
We will answer you as soon as possible and try to help you promptly.

Wrong item received

If you received a wrong item, please go to My Account section and choose My RMAs (Return merchandise authorization) Section. Find the Order which contains a wrong item received and press Request RMA. Choose the wrong item you want to return, its quantity, current condition and the reason why you want to return it. You can also leave extra comments submitting the Return. As all information is collected, press Request RMA button. You will receive a Confirmation E-mail and will be contacted by our Customer Service soon for submitting a Return.

Please note, we will accept a wrong item return only in the condition delivered, unused, unworn, with Gelso Milano original tags. If any items returned do not respond this condition, the return will be denied and the items will be returned to you. If you want to return a wrong item, you have 15 days from the moment you received your order confirmation.

If you have any problems, please contact us.
We will answer you as soon as possible and try to help you promptly.

3. Payments

Payments methods

You can use any of the payment types to pay for your order.

We appreciate your time and security. All you need to do to submit your purchase is to insert all the necessary data in our Check Out form and choose the payment method you prefer.

If you have any problem within the Check Out form, please contact us.

We answer you as soon as possible and try to solve the problem promptly.

When I will be charged
As soon as your payment method is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If you have any problem within any payment method, please contact us.

We answer you as soon as possible and try to solve the problem promptly.

Is my Payment Safe?
All Payments on our website are protected by One Step Checkout System.

We do not collect and store your Banking Information.

4. Delivery & Taxes

Order Tracking
As your payment is realized, you will receive a Confirmation E-mail with Order Details.

As your order is shipped, you will receive a second E-mail with a Shipment Confirmation and a DHL link, which enables you to track your order.

Tracking with your Personal Account:
As you submit your order, your personal account is automatically created on our Website. You can track your order within your personal account directly on our Website.

If you have any problems, please contact us.
We will answer you as soon as possible and try to solve the problem promptly.

Deliveries

We partner with DHL, the global market leader in the logistics industry, which enables us to guarantee our International delivery fast and safe, as well as show all prices in your local currency, also during Checkout.

We are proud to ship our Finest Silk Bedding Worldwide.

Delivery times

Italy: 1-2 working days
EU, Switzerland and UK: 1-3 working days
USA: 2-5 working days

We try our best to deliver our Luxury Silk Products within the times set above, still, please note that shipping times are estimated and delivery dates are not guaranteed.

If for some reason it is impossible to deliver your order on time estimated, you will be contacted by our customer service.

Shipping Costs

Shipping Costs are defined by DHL and depend on the country the product is shipped to.

Shipping Rates (In Euro):
Italy: 7,40-15,15 € based on weight
EU and UK: 18 €
Switzerland and USA: 30 €

The Shipping Cost will be applied in your currency as you enter your Delivery Address in a Checkout Form.

Custom Taxes

Custom Taxes Applicable:

Switzerland: Swiss Custom Duty Applicable (Possible Retail Tax)
USA: Disclaimer Customs (Custom Duty Possibly Applicable by Dogana)

Real VAT by Country

Real VAT tax is already included in the price for the following countries:

Italy VAT – 22%
France VAT – 20%
Germany VAT – 19%
Spain VAT – 21%
UK VAT – 20%

5. Returns

Returns Policy

If you want to submit a return, you have 15 days from the moment you received your order confirmation.

We will accept the return only in the condition delivered, unused, unworn, with Gelso Milano original tags. If any items returned do not respond this condition, the return will be denied and the items will be returned to you.

If you want to submit a return, please go to My Account section and choose My RMAs (Return merchandise authorization) Section. Find the Order you want to return and press Request RMA. Choose the item you want to return, its quantity, current condition and the reason why you want to return it. You can also leave your comments submitting the return. As all information is collected, press Request RMA button. You will receive a Confirmation E-mail and will be contacted by our Customer Service soon for submitting a Return.

If you have any problems, please contact us.
We will answer you as soon as possible and try to help you promptly.

Monogrammed Items

Exclusively on our website you can personalise your silk Bed Linen with a bespoke monogram of your choice.

Please, note that you can NOT return the monogrammed items.

6. Website

Trouble with website
If you have any troubles with the website, please contact us.

We will answer you as soon as possible and try to solve the problem promptly.

Customer Service

If you have any questions, you can contact our Customer Service or call us from Monday till Friday, from 8 a.m. – 5 p.m. CET.

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