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    ORDER PROCESSING


    All orders are processed by our small team out of our Nashville flagship on 12 South.

    Orders ship Tuesday - Friday during business hours.

    While we do our best to ship orders out as soon as possible, production is done in small runs and pieces are often made to order. Typically, in-stock orders ship in 2-3 business days. However, It can as long as 10-14 business days to fulfill and ship your order.

    If we suspect your order will take longer than usual to fulfill, we will reach out by phone or email ASAP to let you know.

    If you are needing your order sooner than 10 business days from your order date, please contact us.

    We want you to love your purchase! If you have any questions please contact us before placing your order, we are happy to help!



    DOMESTIC ORDERS


    We offer free domestic shipping within the continental USA for orders over $150


    Orders within the US ship via USPS Priority Mail and typically arrive 2-3 business days after the package is picked up. Please note that we cannot guarantee delivery dates.

    All orders ship with delivery confirmation which can be used to track your package. We are unable to provide tracking information beyond that supplied by the USPS.

    We are not responsible for packages that are lost or damaged in transit. Please double check your billing and shipping address when placing an order as we are unable to reroute packages.

    Free standard shipping does NOT include insurance.



    INTERNATIONAL ORDERS


    All orders shipping outside of the United States are FINAL SALE.

    International orders ship via DHL Express and typically arrive 2-5 days after the package is picked up for most countries but can take up to 3 weeks. Cost is calculated at checkout. Please note that we cannot guarantee delivery dates.

    Signature is required upon delivery, and DHL will make up to 2 delivery attempts.

    Please be sure to include your phone number and email at checkout for all international shipments to ensure your package is delivered.

    Refused and undeliverable packages will be returned to Ceri Hoover and are not eligible for refund or exchange. So please be sure to familiarize yourself with your destination country’s import fees before placing an order.

    Customs and import duties are levied by the receiving country and are therefore the buyer's responsibility.

    We will not mark an item as a "gift" or reduce the stated value of the package. This is illegal, and we can be penalized heavily for doing so.

    We are not responsible for packages that are lost or damaged in transit. Please double check your billing and shipping address when placing an order as we are unable to reroute packages.

    DHL Express shipments are insured up to $100 free of charge.

    International tracking information is not updated as frequently as domestic shipments and may cease updating once the package leaves the US. We are unable to provide tracking information beyond that supplied by DHL.



    RETURNS & EXCHANGES


    If for any reason an item does not work out for you, we gladly offer exchange or store credit within 10 business days of receipt. To request a return, please email returns@cerihoover.com  with your order number in the subject line.

    Returned items must be unworn, unwashed, undamaged, with original tags attached.

    Sale merchandise, custom orders, beauty, fragrance, swimwear, and candles are all FINAL SALE and cannot be returned or exchanged.  All returns must be authorized

    We have the right to deny credits if the merchandise returned does not meet our return policy requirements.

    *During the holiday season, we extend our exchange policy for items purchased as a gift, please call 615-200-0991 or email us for specifications*



    DAMAGED or DEFECTIVE ITEMS & REPAIRS


    If you received a damaged or defective item, please email shop@cerihoover.com with your order number and a few photos showing the damage, and we'll take care of you!

    If your item needs repair, please send us a photo and a description of the bag and repair needed, and we will do our best to assist you. Items over 6 months old are subject to a repair fee. Repairs can take up to 6-8 weeks to complete.



    PRICE ADJUSTMENTS


    We gladly honor a one-time price adjustment on full-price merchandise within 7 days of the purchase date. The difference will be offered as store credit and issued in the form of a gift card or digital code. Items not purchased at full price are ineligible for price adjustments. Price adjustments do not apply to limited-time promotions. We are unable to offer price adjustments on items that were discounted for any reason at the time of purchase.



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