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, we do state it can take 2-5 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 web@gallerydepartment.com 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.

Shipping

Please note:All of our packages are signature required.

What is the processing time?

Orders can take 2-5 business days to be processed. Please note: All of our packages are signature required. 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. er

What if UPS marks my package as delivered but it’s nowhere to be found?

If your package is missing and nowhere to be found, you can reach out to us, and we will file a claim with UPS. The investigation can take up to 8 days. We won’t be able to refund until UPS comes back with the status of the 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.  Any refused shipments will not be refunded.

Returns & Exchange Requests

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.

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. 

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 do not offer refunds back to the original payment method. 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 receive your return, a credit will be sent via email that can be used towards your next purchase online.

Shipping costs are non-refundable and return shipping costs will be the responsibility of the customer.

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. 

Stores

Do I have to make an appointment to shop at the store?

Yes, our store is appointment only. You can make an appointment on our website.

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. 

Still have questions?

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