Frequently Asked Questions

When will I receive my order confirmation?

After you place an order you will automatically be sent an email confirmation. If you did not receive an email confirmation upon placing an order please reach out to Customer Care at customercare@gabrielahearst.com.

When will my credit card be charged?

We will place a pending charge to your credit card once your order is placed and authorize the payment after it finishes our fraud checking process, you will be charged once we ship your order. 

Is it safe to use my credit card on your site?

The privacy of your personal information is very important to us. To help ensure your shopping experience is safe, simple and secure we utilize Authorize.net.

Why did my card decline at checkout?

A card can decline for different reasons. Make sure you are inputting the correct billing address, especially if it is different than the shipping address. If it is a general decline, please contact your bank for further information.

Can I place an order over the phone?

We would be happy to assist you in making a purchase over the phone. Please call +1 212 966 2484 or email customercare@gabrielahearst.com.

Can I amend my order once it has been placed?

After an order is placed you are unable to amend the order on your own and must contact our Customer Care. We would be happy to try and fulfill your request. Keep in mind that once an order is in the shipping stage it is not able to be amended.

How do I cancel my order if I don’t have an account?

If you would like to cancel your order please reach out to our Customer Care immediately. Keep in mind if your order has already shipped, you will be unable to cancel the order and it will then need to be treated as a return upon receiving it.

Do you offer gift wrap?

Unfortunately we do not offer gift wrapping options at this time but all items will be delicately wrapped in white tissue paper.

Do you ship to post office box, APO (Army Post Office), or FPO (Fleet Post Office)?

Unfortunately we are unable to ship to Post office boxes, Army Post office, nor Fleet post office.

What are the benefits of creating an account?

Creating an account with us enables you to save personal information for an easier checkout process and to view your order history and status.

I forgot my password. What do I do?

If you forgot your password, choose the “My Account” option on our site then choose “Forgot my password”. This will prompt you to enter your email address and we will send you a link to recover your password.

Shipping & Returns

When will my order ship?

Your order will ship after your form of payment has been accepted. Our warehouse usually will ship an order 1 - 2 business days after an order is placed. Should there be any delay, we will contact you.

How do I change my shipping address?

If your order has not shipped yet then please contact Customer Care to let them know the new address you would like your order shipped to. If your order has already shipped still contact one of our Client Services Agents immediately and they will make every effort possible to try to fulfill your request.

How can I track my order?

Once your order ships, you will receive a shipment notification email with a tracking number.

Is a signtuare required for my package?

For security reasons all of our shipments require a signature.

How do I return an item?

*Please note that we have a no exchange or return policy for our Handbags.

All merchandise must be returned with their original packaging and footwear must be tried on carpeted surfaces only. Merchandise must be unused, unworn, unwashed, and in an unaltered condition. All original tickets must be attached and a copy of your invoice must be enclosed with your Return Merchandise Authorization Number clearly documented. You have 14 days to return an item/items once you have received your order.

To send your return back to us, simply follow the below steps:

- Please email customercare@gabrielahearst.com to request an RA#.

- Provide your RA# on the return form that was included in your shipment.

- Repackage the item(s) you would like to return along with the completed return slip.

- Place the prepaid FedEx return label that accompanied your order on the outside of the box you’ll ship back to us.

- Drop off your shipment at any FedEx facility.

How do I return an item if I checked out as a guest?

To return an item without an account, please email customercare@gabrielahearst.com to receive a Return Merchandise Authorization Number. The RMA number is required before shipping your return back to our warehouse.

How do I exchange an item?

Unfortunately we are unable to process exchanges in our system at this time. You will need to go through the normal return process and purchase the item you prefer.

When will I receive my refund?

Once our warehouse receives and processes your return, we will issue a refund to your original form of payment within 14 business days.

Will I be refunded the full amount I paid?

You will be refunded the amount you originally paid when purchasing, excluding shipping charges. Keep in mind that Final Sale items are non refundable.

Will I be refunded the taxes/duties?

Gabriela Hearst is unable to refund taxes/duties since it's the country as to which the order is shipped that collects the taxes/duties.

I lost/cannot find the prepaid return slip. What should I do?

If the items in your order were marked as final sale when you originally purchased, you will not receive a prepaid return slip. If you purchased your items full price and did not receive a prepaid return slip please contact Customer Care before returning so they can send you a new one. Please bear in mind that if you return your order using your own return slip, we are unable to refund you the shipping cost.

My order arrived damaged. What can I do?

Before shipping your order, our warehouse inspects to make sure items are in top condition. In the case you receive a damaged item please contact Customer Care immediately.