FAQ
DOMESTIC RETURNS & EXCHANGES
(US ONLY)
We offer store credit or exchanges only for regular-priced items returned within 7 days of delivery.
We offer store credit or exchanges only for regular-priced items returned within 7 days of delivery.
Items sold at special promotional pricing are final sale and are not eligible for return, refund, or exchange.
Items being returned must be unworn, unwashed, and in original condition with all tags attached. Once your return has been received and inspected, a store credit will be issued via email. If you selected an exchange, your replacement order will be shipped once your return has been approved.
Shipping charges are non-refundable.
A 10% restocking fee may be assessed on future returns for customers found to abuse the return policy, including excessive returns within a single order or over a short period of time.
Returns and exchanges from online orders are not accepted in-store. Store credit issued from online orders may only be redeemed online.
We do not offer refunds to the original payment method except where required by applicable law.
INTERNATIONAL ORDERS
(EXCLUDING EU MARKETS)
Regular-priced items may be returned within 7 days of delivery for store credit or exchange only.
For international orders, shipping and returns are fully supported through Global-e.
Items sold at special promotional pricing are final sale and are not eligible for return, refund, or exchange.
Items must be returned unworn, unwashed, and in original condition with all tags attached. Once received and inspected, an exchange or store credit will be issued in accordance with the return request submitted through the return portal.
International returns include:
- Prepaid return shipping labels
- Customs-supported return processing
- End-to-end tracking throughout the return journey
- Reduced risk of delays or lost packages
Refunds to the original payment method are not available except where required by applicable law.
EUROPEAN UNION RIGHT OF WITHDRAWAL
(EUROPEAN UNION AND APPLICABLE EFTA MARKETS)
Customers located in the European Union AND APPLICABLE EFTA MARKETS may be entitled to a statutory 14-day Right of Withdrawal for eligible online purchases.
This right allows consumers to cancel an eligible order within 14 days of receiving the goods without providing a reason.
To exercise this right, customers may submit a withdrawal request using our online withdrawal process.
Customers exercising the statutory Right of Withdrawal are responsible for the direct cost of return shipping unless otherwise required by applicable law.
Refunds for eligible withdrawal requests will be processed in accordance with applicable consumer protection laws and may include refunds to the original payment method where required by law.
For eligible orders, a withdrawal request may be submitted here.
Countries eligible for EU and applicable EFTA consumer rights
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.
The Right of Withdrawal may also apply to eligible orders shipped to the following European Free Trade Association (EFTA) markets:
Iceland, Liechtenstein, Norway, and Switzerland.
SHIPPING
What is the processing time?
Orders can take 1-3 business days to be processed. Please note: We are unable to edit or change any orders that are already in transit. Due to California state law, we are required to collect additional taxes for orders from certain states.
When will my expedited order ship?
If you placed an expedited order before 1:00 PM PT, it will ship out that day depending on the volume of orders. Any order placed after the cut-off time will ship out the next business day.
All expedited orders placed on Saturday and Sunday will go out the next business day.
What if my package is marked as delivered but it’s nowhere to be found?
We have partnered with Guide Package Protection to protect your order against loss, damage, theft, and more. In just a couple of clicks, you'll receive a refund or replacement for approved claims.
You may file a claim here or reach out to our customer service team to assist you with the claim.
This white glove service is provided to all orders courtesy of Gallery Department. Any signs of excessive use or misconduct will not be tolerated.
Your claim is eligible to be processed starting 5 days after the delivered date. You have up to 30 days from the delivered date to file your claim.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.
We partner with Global-e to provide a smoother, more reliable international shipping experience for our customers worldwide.
For international orders placed on or after January 14, 2025, Global-e manages:
- International checkout and currency conversion
- Duties and taxes calculation at checkout (no surprise fees on delivery)
- Cross-border shipping and customs processing
- A more secure, tracked delivery experience.
Is there a fee for refused / return to sender orders?
We highly recommend accepting delivery of your order(s) and using our 24/7 online return portal for any eligible return or exchange requests.
Refusing delivery, marking packages as "return to sender," or refusing to pay international duties, taxes, or import fees may result in unnecessary complications, including inconsistent package tracking, additional fees, delayed processing, and/or damaged or lost packages.
If you choose to refuse delivery, we are not responsible for the shipment while in transit and cannot issue reimbursement for packages that are lost or damaged prior to being received at our warehouse. Refused shipments are also ineligible for Guide Package Protection (shipment insurance).
All refused orders will be reviewed once received and inspected at our warehouse. Any eligible refund, store credit, or exchange will be processed in accordance with the return policy and consumer rights applicable to the original order destination. Please contact us as soon as possible if you would like to arrange a reshipment, exchange, or other available resolution.
Due to the sometimes complex nature of international order processing, refused orders may be subject to a 10% restocking fee. This fee is calculated as a percentage of the total purchase price and will be deducted from any eligible refund where permitted by applicable law.
Original shipping charges, duties, taxes, customs fees, and other import-related charges are non-refundable except where required by applicable law.
SHIPPING CLAIMS
Please Note: We have partnered with Guide Package Protection to protect your order from valid loss, theft, and in transit damages. Signs of false claims or abuse will result in permanent loss of coverage.
What is Guide Package Protection?
What is Guide Package Protection and how does it work? Guide Package Protection protects your order against loss, damage, theft, and more. In just a couple of clicks, you'll receive a refund or replacement for approved claims.
How do I file a claim with Guide Package Protection? You may file a claim here or reach out to our customer service team to assist you with the claim.
How much does Package Protection cost? This white glove service is provided to all orders courtesy of Gallery Department. Any signs of excessive use or misconduct will not be tolerated.
How long before my delivery is considered as lost ? If your parcel hasn't had an updated tracking scan in 5 days, it’s considered lost in transit, and you can make a claim.
What happens if my parcel is stolen OR if it says delivered but I haven’t received it? File a claim here same day or within 30 days from delivered date. If your package has been missing for 5 or more days, Guide will go ahead and process your claim.
What happens if my parcel is damaged in transit? File a claim here same day or within 30 days from delivered date. If your package has been missing for 5 or more days, Guide will go ahead and process your claim. Kindly note, you will be asked to provide images of the damaged item/package so please do not dispose of the packaging material.
How long do I have to file a claim? For lost or stolen packages you can file the claim within 5-30 days from the last tracking status to file a claim.
For damaged in transit, you can file the claim within same day - 30 days from the delivered date.
How do I file a claim?
You may file a claim here or reach out to our customer service team to assist you with the claim.
How do I file a claim with Guide Package Protection? You may file a claim here or reach out to our customer service team to assist you with the claim.
How much does Package Protection cost? This white glove service is provided to all orders courtesy of Gallery Department. Any signs of excessive use or misconduct will not be tolerated.
How long before my delivery is considered as lost ? If your parcel hasn't had an updated tracking scan in 5 days, it’s considered lost in transit, and you can make a claim.
What happens if my parcel is stolen OR if it says delivered but I haven’t received it? File a claim here same day or within 30 days from delivered date. If your package has been missing for 5 or more days, Guide will go ahead and process your claim.
What happens if my parcel is damaged in transit? File a claim here same day or within 30 days from delivered date. If your package has been missing for 5 or more days, Guide will go ahead and process your claim. Kindly note, you will be asked to provide images of the damaged item/package so please do not dispose of the packaging material.
How long do I have to file a claim? For lost or stolen packages you can file the claim within 5-30 days from the last tracking status to file a claim.
For damaged in transit, you can file the claim within same day - 30 days from the delivered date.
When can I file a claim and how long does it take to resolve?
For lost or stolen packages you can file the claim within 5-30 days from the last tracking status to file a claim.
For damaged in transit, you can file the claim within same day - 30 days from the delivered date.
Once you file a claim you should receive an update about your replacement or refund request from our claims service.
ORDERING
Customer Care operates Mon - Fri from 8:00 AM to 5:00 PM PDT
When will my order ship?
When placing an order, it can take 1-3 business days for the order to be processed. All rush orders placed after 1:00 PM PDT will be shipped out the next business day. Any rush orders placed on Saturday and Sunday will be shipped out on Monday.
Can I cancel my order?
Yes, if your order has not shipped out yet. You can reach out to HERE to cancel your order with your order number and name on the shipping address. We will do our best to accommodate your cancellation request.
Once an order has shipped, it can no longer be canceled. Customers may be eligible for a return, exchange, store credit, or other statutory consumer rights depending on the destination country and applicable law.
Customers located in the European Union and certain EFTA markets may be entitled to a statutory Right of Withdrawal for eligible online purchases. Please refer to our EU Right of Withdrawal section for additional information.
Are international customers responsible for duties, taxes, and tarrifs?
For international orders, Global-e manages:
- International checkout and currency conversion
- Duties and taxes calculation at checkout (no surprise fees on delivery)
- Cross-border shipping and customs processing
- A more secure, tracked delivery experience
Please note that while purchases made using gift cards are a convenient way to shop, it's important to remember that they are still subject to applicable duties and taxes. Even though you may not be using traditional forms of payment, such as credit cards or cash, customs regulations require that all imported goods are assessed for duties and taxes based on their declared value. This means that when shopping with a gift card, you may still be responsible for any duties, taxes, or other fees associated with importing your items. We recommend reviewing your local customs regulations or contacting your customs authority for more information on how duties and taxes are calculated and applied to your purchases. If you have any questions or concerns, please don't hesitate to reach out to our Customer Care team for assistance.
Can I place an order for a custom item online?
At the moment, this isn’t a service we offer for our online customers. This is something that is available at our storefront.
Are orders paid with gift card also subject to duties and taxes?
Yes. Please note that while purchases made using gift cards are a convenient way to shop, it's important to remember that they are still subject to applicable duties and taxes.
How are duties and taxes determined by customs on discounted items?
Duties and taxes for discounted items are usually based on the declared value at importation, regardless of any discounts. While proof of the discounted price can be provided to customs, the final decision on whether to honor the discount or declared value rests with customs authorities.
STORES
Los Angeles Store
7956 Beverly Blvd, Los Angeles, CA 90048
MON-SAT 11am-7pm, SUN 12-6pm
TEL 1(310)899-2313
WALK-INS WELCOME OR BOOK AN APPOINTMENT
Miami Store
140 NE 39th St, Suite 108, Miami, FL 33137
MON-SAT 11am-8pm, SUN 12-6pm
TEL 1(310)899-2313
WALK-INS WELCOME OR BOOK AN APPOINTMENT
What is your in-store return policy?
In-store purchases can be returned in-store only. Online orders must be returned or exchanged through the return portal. Unworn items purchased online are eligible for return for credit or exchange within 7 days after delivery.
Items sold at special promotional pricing are final sale and not eligible for return or exchange.
Do you accept online returns in-store?
Returns or exchanges from online orders are not accepted in-store. Also, credit issued from online orders can only be applied to online orders, and will not be accepted in-store.