Customer Care

Terms and Conditions of Sale

1. General

The following terms and conditions and any other related rules made available in writing by Gabriela Hearst (collectively the “Terms of Sale”) are applicable to all products that you (the “Customer”) may order from Gabriela Hearst on the Site.

PLEASE READ THESE GENERAL TERMS OF SALE CAREFULLY BEFORE PURCHASING PRODUCTS ON THE SITE. THE PURCHASE OF ANY PRODUCTS OFFERED ON THE SITE IS SUBJECT TO THESE TERMS OF SALE. IF YOU DO NOT AGREE TO THESE TERMS OF SALE, PLEASE DO NOT PURCHASE PRODUCTS ON THE SITE.

2. Registration

In order to place an order through the Site, you will have the option to register and create an online account. During this process, you will be required to provide valid and up-to-date personal information, such as your legal name, date of birth, phone number and e-mail address.

Upon completion of your registration on the Site, you will receive by email a confirmation that your online registration was successful and summary of your personal information. You are responsible for ensuring that your password and account login are kept secret, safe and secure at all times. Gabriela Hearst will not be held responsible or liable for any misuse of your account in the event that a third party has access to and uses your password and account login in any way. 

We may change the information required to place an order or the registration requirements from time to time. Please refer to our Privacy Notice for more details. 

When placing an order through the Site, you will be required to provide other personal information as applicable, such as shipping address, billing address and payment details. Additional information may be collected by Gabriela Hearst or its third party providers at this time for security and anti-fraud purposes. You represent and warrant that the personal information you provide to via the Site is true, valid, complete and up-to-date in all respects, and you confirm that you are the person referred to in the shipping (unless the item is a gift) and billing information provided. 

Should any of the information you provide on the Site change, please login to your account and update such information directly on the Site.

3. Purchasing
Customer Requirements

To register or place an order through the Site, you must have reached the age of majority (which in most states is 18 years old and have the legal capacity to enter into a contract. If you are under the age of majority or cannot lawfully enter into a contract, you must have your parent or guardian review these Terms of Sale, the Terms of Use and the Privacy Notice and register or place an order on your behalf. Any orders placed in contravention to this provision shall be null and void. 

THE RESALE OR DISTRIBUTION OF ANY PRODUCTS PURCHASED ON THE SITE IS STRICTLY PROHIBITED.

Order Placement

Orders will be processed as follows: Once you have chosen a product, click on the “Add to Bag” button to place this product in your shopping bag. You may review your selections at any time by clicking the Bag icon in the top right-hand corner of the Site. To proceed to checkout, click on the “Proceed to Checkout” button. The contents of your Shopping Bag will be displayed and you will have an opportunity to review your selections and remove items by clicking on “Remove Item” next to the chosen product in the Bag. When you are ready to place the order, select the “Proceed to Checkout” button. You will again have an opportunity to review your order and to remove any items by clicking the “Remove” button. 

During Checkout, you will be prompted to select your Checkout Method. You may checkout as a Guest or Register with the Site. (See below for additional information regarding registration.) If you have previously registered, you will have the opportunity to log in to your account. You will then be required to provide your billing and shipping information, select a shipping method, and supply your payment information. After you have provided your payment information, you will have a final opportunity to review your order. Once you are satisfied with your selections and the information provided, click the “Place Order” button to submit your order. On placing an order through the Site, you are making an offer to Gabriela Hearst to purchase the products, in accordance with these Terms of Sale. 

All orders are subject to availability, address verification and credit approval. Once your entire order is submitted, you will receive an order acknowledgement by email. If you do not receive this acknowledgement, your order may not be processed. 

Notwithstanding anything to the contrary provided for herein, Gabriela Hearst reserves the right to refuse, cancel and terminate any order placed by a Customer at any moment in time. For example, Gabriela Hearst may refuse your order if there is an ongoing dispute concerning payment of a prior order or if Gabriela Hearst reasonably suspects that you have violated these Terms of Sale or the Terms of Use or that you have engaged in fraudulent or grey market activities.

Availability and Colors

All orders placed through the Site are subject to availability and acceptance by Gabriela Hearst.

Gabriela Hearst reserves the right to change the assortment of items offered and to limit the quantity of items that may be purchased from time to time and at any time, without prior notice. We also reserve the right to alter the terms or duration of any special offers or sale promotion. Gabriela Hearst is not liable in case of stock outage or unavailability of products.

We have made every effort to display as accurately as possible the colors of our products that appear at the Site. We cannot guarantee that your computer monitor's display of any color will be accurate.

Prices and Taxes

All prices shown on the product pages of the Site are in U.S. Dollars. While we use reasonable efforts to provide accurate prices on our website, errors may occur. If we discover an error in the price of the merchandise you have ordered, we will give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you, we reserve the right to cancel the order. 

Actual shipping costs and applicable taxes will be reflected in the Confirmation of Order. Delivery costs and estimated sales and use taxes are not stated on the product pages but will be added to the product price after you have chosen your delivery options. The actual sales tax will be calculated when we dispatch the order. Please note that, in exceptional cases, the actual sales tax charged to your order may vary depending on changes in applicable law between the date you placed your order and the date we send you the Confirmation of Order.

Payment

Gabriela Hearst currently accepts the following forms of payment for online purchases: 

Visa, MasterCard, American Express, and Discover.

When ordering on the Site, you will need to enter your payment details on the appropriate form. You hereby represent and confirm that you are the legitimate holder of the credit card that you will use for payment and that your payment details are correct.

The transaction amount will be charged to your credit card only after we have verified your card details received credit authorization, confirmed merchandise availability, and the order is fully prepared for shipment. The transaction amount is deducted automatically from your account once the order is submitted, the card is approved, and the merchandise is ready to be shipped.

All credit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Gabriela Hearst, you will need to contact your card issuer directly to solve this problem, and Gabriela Hearst will not be liable for any delay or non-delivery.

By making an offer to purchase Gabriela Hearst products on the Site, you expressly authorize Gabriela Hearst to perform credit checks and, where Gabriela Hearst deems necessary, to transmit or to obtain information (including any updated information) about you to or from third parties from time to time, including but not limited to your credit-card number, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorization and to authorize individual purchase transactions.

Acknowledgment of Order and Confirmation of Order

Once you have made your choice and your order has been placed through the Site, you will receive an email acknowledging the details of your order. This Acknowledgement of Order is not an acceptance of your order.

Upon dispatch of your order, Gabriela Hearst will send you by email with a Confirmation of Order, which serves as Gabriela Hearst’s acceptance of your order.

Please note that the Acknowledgement of Order and Confirmation of Order will be sent to you by email. It is your responsibility to ensure that you have provided a valid e-mail address.

4. Shipping Policy

We take orders for delivery to addresses in most countries worldwide. Please note that Gabriela Hearst does not ship to PO boxes, APO/FPO addresses and hotels.

Delivery costs are charged to you by Gabriela Hearst, which are in addition to the price of the Gabriela Hearst products themselves. 

When estimating package delivery time, please allow time for credit approval, address verification and order processing. We will use reasonable efforts to ensure the following estimated delivery lead times from the date of your order:

  • Orders placed Monday-Friday before 1pm EST will begin processing that day (excluding holidays)
  • Orders placed after 1pm EST will begin processing the next business day.
  • Orders placed after 1pm EST on Friday will begin processing the following Monday.

US DELIVERY
Standard Ground
7 to 10 business days 
Free

Express 
2 to 4 business days
$15

Next Day
1 business day
$25

INTERNATIONAL DELIVERY

International orders will all ship via Fedex with customer responsible for customs/duties fees.

Under $200
$35

Above $200
$25

5. Return Policy

In order to ensure your total satisfaction, you may return Gabriela Hearst products in accordance with the return and exchange policy set forth below. Returns of Gabriela Hearst products which are not in compliance with the conditions and timeframes set forth below may be rejected by Gabriela Hearst.

Return Process

Gabriela Hearst accepts returns of products purchased on the Site within twenty eight (28) days of delivery of the product. Please note we have a no exchange or return policy for our bags and the Gabriela Hearst x Planned Parenthood Sweater all other products that have been purchased on the Site may be returned to the following address: Stellae International, Inc. Gabriela Hearst, RETURNS DEPARTMENT, 333 Smith Street Farmingdale, NY 11735. 

In order to process the return from within the United States, log in to your account and request a Return Merchandise Authorization (RTV) number. Then locate the pre-paid FedEx return label that was included with your initial package. Complete the return label, including the RTV number, and enclose it with the items you wish to return. Attach the FedEx label on the outside of your box. Customers that have not created an account with the Site, or who have lost or misplaced their pre-paid FedEx return label, should contact a customer representative at returns@gabrielahearst.com in order to process returns.

Customers returning products from outside the United States are responsible for any applicable costs incurred in the international shipment of the product back to Gabriela Hearst.

You must keep a proof of the return shipment. Gabriela Hearst accepts no liability in the event you are unable to produce such proof or if your package is lost during shipment. Only merchandise received by the Gabriela Hearst Returns Department will be eligible for a refund.

Upon receiving your return, Gabriela Hearst will verify that the returned product satisfies the conditions of the return policy.

Conditions to Return a Product

We will only accept returns for items that are new and unused with the original tags attached. Items that have been worn, altered or washed may not be returned. Footwear returns must be in the original condition and show no signs of wear.

Upon receipt of returned goods, Gabriela Hearst reserves the right to deny refund if the merchandise does not meet return policy requirements.

Refunds

All returns will be credited to the original form of payment. Except for delivery of a defective product, original shipping charges will not be refunded to the Customer.

Exchanges

Customers may exchange a product purchased on the Site if the returned product satisfies the conditions of the return policy as set forth above.

To exchange a product purchased on the Site, follow the returns procedure set forth above, making sure to place your items in a secure package. Any exchanged items(s) are subject to Gabriela Hearst having available merchandise on hand. Exchange item(s) will be sent to you within the United States using Standard Ground shipping, at no additional cost. Customers requesting that an exchanged items be shipped outside the United States will be billed for International Shipping costs, as set forth above, and bear all responsibility for payment of any applicable customs duties or fees.

Exchanges may be made for items of equal or greater value only.

6. Customer Service

If you have any questions or concerns regarding any orders placed through the site, please contact our customer care team at +1 212 966 2484, Monday – Friday, between 10:00 AM and 6:00 PM EST.