Return and exchange

Order change and Order cancellation

With the exclusion of special orders, order changes and cancellations will be accepted at no charge prior to shipping. Please note that order changes and cancellations cannot be requested through the shop.hermitagemuseum.com website. You will have to contact our Customer Service:

  • Via e-mail to service@hermitageshop.org. Please make sure you include your order number as provided on the website at the time of placing your order.
  • By sending a fax to (818) 701-0652. Please make sure to include your order number as provided on the website at the time of placing your order. From outside the United States and Canada, please dial the appropriate United States access code.
  • By calling our service center at 1-866-701-5653 Monday through Friday, 8:00 a.m. to 3:45 p.m. Pacific Time. From outside the United States and Canada, please dial the appropriate United States access code, then (818) 701-5652.

After shipping, please refer to the Returns section on how to return or replace items.

In the special order case, order changes or cancellations will be accepted at no charge until the request to manufacture the item is placed with the original manufacturer.

                                              

Returns

If you are not entirely satisfied with goods you purchased on this website, please return them to our service center (in the condition you received them, in their original packaging and with all relevant documentation) within 30 days of receipt and we will be happy to exchange them or refund your purchase.

If you want to return one or more items for refund or exchange, please follow these instructions:

  • Contact Customer Service to obtain an RMA (return merchandise authorization). Returning a package without an RMA number will result in slower processing and a delay of your exchange or refund.
  • You can request an RMA:
    • Via e-mail to rma@hermitageshop.org. Please make sure you include your order number, invoice or packing list number, a list of the item(s) you intend to return, and a reason for why you are returning the item.
    • By sending a fax to (818) 701-0652. Make sure to include a copy of the invoice or packing list, a list of the item(s) you intend to return, and a reason for why you are returning the items. From outside the United States and Canada, please dial the appropriate United States access code.
    • By calling our service center at 1-866-701-5653 Monday through Friday, 8:00 a.m. to 3:45 p.m. Pacific Time. From outside the United States and Canada, please dial the appropriate United States access code, then (818) 701-5652.
  • Place the returned item(s) in proper packaging. We recommend that you use the same packaging in which we shipped the items to you. We will not refund or replace items that are damaged due to improper packaging.
  • Write the RMA number on the outside of the box clearly and visibly
  • Mail your package at your expense to:
    The Museum On Line, Inc
    Customer Service
    19151 Parthenia Street, Suite A
    Northridge, California 91324
    USA
  • We recommend that you request a return receipt or any other mean of delivery certification. Please note that special orders have a different return policy.

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