Online Customer Service Operates Monday through Friday from 8:00 AM to 5:00 PM PDT 

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.

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.

At the moment, this isn’t a service we offer for our online customers. This is something that is available at our storefront.

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.

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 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.

We offer store credit or exchange only for item(s) shipped back to us within 7 days of receiving your item(s). 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. 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.

Shipping costs are non-refundable.

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. 

Visit the returns portal here.

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. 

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.

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.

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.

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.

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. 

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. 

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.

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.  Any refused shipments will not be refunded.

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.

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.

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.