Still have questions?
Online Customer Service Operates Monday through Friday from 8:00 AM to 5:00 PM PDT
How can we help?
FAQ
Ordering
What are your hours of operation?
Online Customer Service Operates Monday through Friday 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.
HOLIDAY SHIPPING
DOMESTIC (US)
For delivery by 12/24, we recommend placing your order by 12/10 for UPS Ground or by 12/20 for UPS Next Day Air. Please note, while we strive to ensure timely delivery, shipping timelines are subject to carrier delays, particularly during the holiday season.
INTERNATIONAL
For delivery by 12/24, we recommend placing your order by 12/15 with DHL Express Worldwide. Please note that delivery timelines may vary due to potential carrier or customs delays, particularly during the holiday season. We appreciate your understanding and patience.
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.
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 international customers responsible for duties, taxes, and tarrifs?
International customers are
responsible for all duties, customs fees, taxes, and any additional tariffs as well as a flat rate shipping fee of $50.00.
For any international orders that are refused upon delivery, a refund will be processed on the goods once they arrive back to our warehouse minus the shipping fee and a 10% restocking fee.
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.
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. 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.
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.
Returns & Exchanges
Please Note: We offer store credit or exchange only for items returned within 7 days of delivery. Start your return here.
What is your return policy?
HOLIDAY EXTENDED RETURN WINDOW
Orders placed between 12/1 - 12/27 qualify for an extended return period of 30 days from the delivery date for store credit or exchange. Please allow 5–7 business days after we receive your return for processing your store credit/exchange.
Items purchased online after 12/27 are eligible for return for store credit or exchange within 7 days after delivery.
Items being returned must be unworn and in original condition with all tags attached. If the item is worn, the item will be returned, and no credit will be issued for the item. Once we have received and inspected the item(s) from your return a store credit will be sent via email that can be used towards your next purchase online. If you opted for exchange on at least one of your items, the exchange order will ship once your return has been received and inspected. Shipping costs are non-refundable.
Use our return portal for returns or exchanges.
A 10% restocking
fee may be assessed on future returns for customers found to abuse the return policy (i.e., frequent returns within one order, or a short period of time).
We do not offer refunds back to the original payment method.
If there is an issue with your order/delivery, please reach out within 7 days of the delivery window so we can assist you. If you are past this time frame, we will be unable to assist you.
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.
Refused / Return to Sender Orders
We highly recommend accepting delivery of your order(s) and to use our easy 24/7 online portal for items you would like to return or exchange. Refusing or marking
packages “return to sender” at the time of delivery or paying international import fees, can often lead to unnecessary complications, including inconsistent package tracking, fees, delayed delivery/refund, and/or damaged or
lost packages. If you choose to refuse delivery, we are not responsible for the shipment while in transit and will not be able to issue a refund for undelivered/damaged packages. Refused shipments are also ineligible for Guide Package Protection (shipment insurance).
All refused orders are refunded to the original form of payment once received and inspected at our warehouse, unless you specify otherwise. Please contact us as soon as possible to arrange a reshipment or exchange. Due to the sometimes-complex nature of international order processing, refused orders are charged a 10%
restocking fee. This fee is a percentage of the total purchase price and is deducted from the eligible refund. We also do not reimburse for paid shipping,
duties, taxes, or other import fees. These fees are non-refundable.
How do I make a return or exchange request?
Visit the returns portal here.
Why did I receive store credit for my return?
Store Credit and Exchange Only
We offer store credit or exchange only for item(s) shipped back to us within 7 days of receiving your item. Items being returned must be unworn and in original condition with all tags attached. If the item is worn, the item will be returned and no credit will be issued for the item.
Once we have received and inspected the item(s) from your return a credit will be sent via that can be used towards your next purchase online. Shipping costs are non-refundable. If you opted for exchange on at least one of your items, the exchange order will ship once your return has been received and inspected. Shipping costs are non-refundable.
Please allow 2-3 business days from your return delivered date to receive your store credit.
We do not offer refunds back to the original payment method.
If there is an issue with your order/delivery, please reach out within 7 days of the delivery window so we can assist you, if you are past this time frame, we will be unable to assist you.
When will I receive my store credit?
Once we have received and inspected the item(s) from your return a credit will be sent via that can be used towards your next purchase online. Shipping costs are non-refundable.
Please allow 2-3 business days from your return delivered date to receive your store credit.
Guide Package Protection
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.
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.
HOLIDAY SHIPPING
DOMESTIC (US)
For delivery by 12/24, we recommend placing your order by 12/10 for UPS Ground or by 12/20 for UPS Next Day Air. Please note, while we strive to ensure timely delivery, shipping timelines are subject to carrier delays, particularly during the holiday season.
INTERNATIONAL
For delivery by 12/24, we recommend placing your order by 12/15 with DHL Express Worldwide. Please note that delivery timelines may vary due to potential carrier or customs delays, particularly during the holiday season. We appreciate your understanding and patience.
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 UPS marks my package 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.
International Purchases
All international customers are responsible for all duties, customs fees, and taxes on orders. We do not pre-pay duties, custom fees, or taxes at checkout. We ship all international orders via DHL Express, except for orders going to Russia, we will ship via USPS.
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 service team for assistance.
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.
Is there a fee for refused / return to sender orders?
We highly recommend accepting delivery of your order(s) and to use our easy 24/7 online portal for items you would like to return or exchange. Refusing or marking packages “return to sender” at the time of delivery or paying international import fees, can often lead to unnecessary complications, including inconsistent package tracking, fees, delayed delivery/refund, and/or damaged or lost packages. If you choose to refuse delivery, we are not responsible for the shipment while in transit and will not be able to issue a refund for undelivered/damaged packages. Refused shipments are also ineligible for Guide Package Protection (shipment insurance).
All refused orders are refunded to the original form of payment once received and inspected at our warehouse, unless you specify otherwise. Please contact us as soon as possible to arrange a reshipment or exchange. Due to the sometimes-complex nature of international order processing, refused orders are charged a 10% restocking fee. This fee is a percentage of the total purchase price and is deducted from the eligible refund. We also do not reimburse for paid shipping, duties, taxes, or other import fees. These fees are non-refundable.
Stores
Please Note:
LOS ANGELES STORE is appointment only.
MIAMI STORE accepts walk-ins and appointments.
What is your return policy?
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.
Do you accept online returns instore?
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.
