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Our Policy

Return Policy
Most items that are not in stock are being especially ordered for you and may not be canceled or returned. (See below)

On special order items, we will sometimes take a 25% deposit. This deposit is non-refundable and the product cannot be canceled. We will notify you if your item fits this category and upon your agreement we will take the deposit and order the merchandise.

There are no refunds or cancellations on special order merchandise.
Sometimes an order may take unusually long due to a backorder situation with the manufacturer. Discontinued or special order merchandise may take up to one year to ship.

Special orders, discontinued/retired items and engraved items are non-returnable. Christmas ornaments, Beljen Mills Tapestries, Lalique Jewelry and Waterford Lamps are also non-returnable.

When an out of stock e-mail notification is sent, the order generally falls into the special order category. Please feel free to contact us with any questions you may have regarding the terms of your order.

There is a 20% restocking fee on all returned merchandise, except for damaged goods. Damaged goods (which include defects or breakage) may be exchanged free of charge, or refunded minus the shipping charge.

It is not considered a mistake on our part if you receive place settings or other pieces that do not match a collection you already have. Returns will be accepted with a 20% restocking fee.

Refunds will be given for merchandise only, not for shipping. Returns will not be accepted after 30 days from date of delivery.

We reserve the right to make exceptions at any given time. If you have any questions regarding the above, our customer service representatives will gladly answer them for you.

Return and Credit Information
If for any reason you wish to return an item within 30 days of the shipment date (provided you are aware of our return policy), please call us or email us for return authorization. No returns are accepted without authorization.

All items returned must be in original unused condition with original boxing
to receive credit. Please follow these instructions for shipping:

1. Please make sure that all merchandise is packed carefully and insured for its full value. A refund will be given upon safe return of the merchandise.
2. Place your order number on the outside of the package and address the package to:

Upscale Gallery
1365-38th Street 3rd Floor
Brooklyn, NY 11218

3. Please include a packing slip indicating your order number, the item(s) and quantity being returned, and a brief explanation of why you are returning the merchandise.
4. Place the packing slip inside the carton and seal the carton with appropriate packaging tape.
5. Returns will not be accepted after 30 days, unless prior authorization is given for exception to our policy.

Packages must be returned via UPS Ground or the U.S. Post Office Parcel Post with Delivery Confirmation. Please be sure to retain the tracking number for all boxes in case the shipment must be traced. Collect shipments will be refused and returned to sender.

Following receipt of the merchandise at our warehouse, your return will be posted to your account and credited less the shipping charges and restocking fee. Refunds will be issued to the credit card on which the original purchase was made.

Damaged Merchandise? In the event that your purchase was damaged in transit please call us or email us sales@upscalegallery.com for instructions. Damage claims must be reported to us within 14 days of shipment date. NOTE: If your package was
delivered via UPS, you may also file a claim by calling 1-800 PICKUPS. UPS will then contact us with the claim information, and we will reorder the merchandise for you. Please be specific when describing the damaged merchandise, especially if your order contained more than one item.

Lost Merchandise? In the event that your order was not delivered as declared by UPS or USPS, please call us or email us sales@upscalegallery.com for instructions. Claims must be reported to us within 30 days of shipment date. UPS claims for over $1,000 may require a police report. We are not responsible for any claims if the above conditions are not met.

Gift Returns? Gifts may be returned for a store credit, credit to purchaser’s card, or exchange. We will not issue a credit to your credit card. The return policy stated above applies to gift returns as well.

Privacy
We pledge that all personal customer information is secure and held confidential at all times from sale, disclosure and/or rental to, and tampering by any known third party. This applies to all personal customer information that is submitted, gathered, tracked or otherwise obtained in the course of any online business with us. This privacy guarantee is our standard default policy for all of our online customers without requiring an “opt out” action. It may only be changed in an “opt in” action through written customer notification.

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Personal Information Includes
1. Names
2. Mailing and E-mail addresses
3. Telephone and Fax numbers
4. Credit information and/or history
5. Credit and/or debit card numbers
6. Bank account numbers
7. Any other personal banking information
8. Correspondence
9. Transactions
10. Personal or electronic histories
11. Any and all other related personal information as required, requested or solicited by the Member Company.