Returns & Exchanges

At Sweetheart Gallery, every piece is made to order by an individual artist. Because of this, returns are handled with care and consideration—always in partnership with the artist.

Our Return Policy

• All returns are at the discretion of the artist.
  You may request a return within ten (10) business days of receiving your order, provided the artist agrees. Items must be in original, unused condition with all original packaging.

• Custom or special orders are not returnable unless they arrive damaged.

• Extended holiday returns:
  Orders placed after December 10th are eligible for return through January 15th of the following year.

How to Return an Item

If you’d like to initiate a return or exchange, please follow these steps:

1. Contact Customer Care at 845-679-2622 to begin the return process.

2. Ensure the item is in unused, original condition, and include all original packaging.

3. Let us know the reason for your return, and what action you’d like us to take:

   • If requesting an exchange, please include the item number, product name, and price of your desired replacement.

   • If requesting a refund, it will be processed once the returned item is received in good condition.

4. Pack your item securely, ideally in the original shipping materials.

   • Packages must be prepaid—Sweetheart Gallery cannot accept C.O.D. shipments.

   • We recommend insuring your package for its full value.

Note: For non-damaged returns, all shipping costs (both to and from) are the customer’s responsibility.

Restocking Fees

Some items may be subject to a 15% restocking fee. We will inform you of this at the time of your return request.

Damaged Items

If your item arrives damaged:

• Inspect packages before opening. If there is external damage, please ask the delivery driver to note it.

• If the item inside is damaged, contact us immediately at 845-679-2622.

• Save all packaging and materials, as they are needed to file a claim.

You will receive a full refund or replacement—your choice.

Canadian Customers

We are unable to provide prepaid return labels for Canadian orders.
Please contact Customer Care at 845-679-2622 to arrange your return.
You will be responsible for creating and paying for the return shipping.

Shipping Costs

• Customers are responsible for all shipping costs related to returns or exchanges.

• If your order originally shipped for free, the actual shipping cost will be deducted from your refund.

• If your return is due to a defect or error, we will cover the return shipping cost.

Refunds

• Once your return is received and approved by the artist, you will receive your refund within 3–5 business days.

• Refunds are issued in the original form of payment.

• Items that have been damaged, altered, or worn are not eligible for refund.

• If your return was a gift, you may either:

  • Apply the credit toward a new item

  • Have the original buyer credited for the purchase

If you provided an email address during checkout, we will notify you of your return status by email.