Recipient FAQs

When will my gift ship?

Depending on the nature of the project created to fulfill your gift, your gift may ship right away after we receive your response, or we may collect responses first before producing and then shipping gifts, or many other scenarios in between. Additionally, fulfillment timelines vary depending on carrier, warehouse location, delivery location, seasonal volume, or other unforeseen circumstances like weather delays.

Where's my tracking number?

Your tracking number will be emailed to you once your gift has moved to fulfillment. We will send a follow up email when your order begins tracking with the carrier. The time for an order to move from fulfillment to tracking with the carrier can vary based on the nature of the project your gift is being fulfilled from. International tracking typically takes longer to begin than domestic tracking.

Tracking shows that my gift was delivered, but I haven't received it

Please be sure to check at all entrances of freestanding residences, in central mail rooms for shared buildings, and with nearby neighbors to see if the shipment was accidentally picked up or delivered to a neighboring address. If you're still not able to locate the package, please reach out to the shipping carrier. Replacement shipments are solely at the discretion of the company that sent the gift.

How can I submit KYC documentation?

In India, recipients of international packages are required to clear what is called "KYC". Each recipient is required to show ID that matches the address of their package and confirms their identity. Our internal system will identify when a package is destined for India, and you will be emailed a link to the correct portal (by carrier) to upload your ID copy. Didn't receive your KYC email? Please reach out to our Support Team for help.

There's a problem with the item I received

All items pass a quality check prior to shipment, but mistakes can happen. If your gift arrived damaged, please email our Support Team with images of both the item and packaging. While Brilliant is not responsible for damage incurred in transit, we'll always do what we can to make things right.

If you received an incorrect item, please be sure to provide the item and size to our Support Team. We will work quickly to resolve this and ship a replacement when possible. A return label will be provided to send back the incorrect item.