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. 

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

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.

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.

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.

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 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.

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.

Once we have received and inspected the item(s) from your original return, we will ship your exchange order.

Please allow 2-3 business days from your return delivered date for us to process your original return and exchange order.

When you make a return, you also have the Shop Now option, which allows you to use your store credit earlier if you'd prefer not to wait until your return items have been received and inspected to start shopping. Once we've received and accepted your return, your new order will automatically ship out.

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

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.