Shipping and Return Policy

Email us at web@gallerydepartment.com with any questions about your order. Please include your order number in the subject line.

We at the Gallery Department are devoted to quality. Many of our products are vintage, pre-distressed,  and handmade, making each unique with subtle variances. 

SHIPPING

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. 

Expedited Orders

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. 

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 & EXCHANGES

Return and Exchange Requests

Online orders must be returned or exchanged through the return portal. 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. 

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. 

 

Check out FAQ's for more info!

SHIPPING CLAIMS

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.