Refund policy
At Gracewood Gracie, we want you to feel confident about every purchase. If something isn’t quite right, we offer a clear and straightforward return or exchange process to assist you.
If you have any questions or would like to request a return, please contact us at:
1. Returns & Exchanges Eligibility
You may request a return or exchange within 30 days of delivery.
Requests submitted after this 30-day period may not be accepted.
To be eligible for a return or exchange, items must be:
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unused, unworn, and unwashed;
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in their original condition;
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returned with original tags, labels, and packaging, where applicable;
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accompanied by your order number or proof of purchase.
Items that show signs of use, washing, damage, stains, or alteration by the customer may be refused or only partially refunded, depending on their condition.
2. Order Cancellations
Orders may be cancelled within 24 hours after being placed, provided that the order has not yet been processed, packed, or shipped.
To request a cancellation, please contact us as soon as possible at:
Please include your order number in your message.
If the order has already been processed or shipped, cancellation may no longer be possible. In that case, you may request a return after receiving the item, in accordance with this policy.
3. How to Request a Return or Exchange
To begin the return or exchange process, please follow the steps below:
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Email support@gracewoodgracie.com with your order number, the item or items you wish to return or exchange, and the reason for your request.
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Our support team will review your request and provide return instructions if your request is approved.
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Please do not send any item back before receiving return instructions from us.
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Securely repackage the item and include your order number or proof of purchase inside the package.
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Ship the return using a trackable shipping method to the exact return address provided by our support team by email.
Once your return is received and inspected, we will proceed with your refund or exchange if all conditions are met.
4. Return Address & Return Shipping Costs
Returns must be sent only to the exact return address provided by our support team by email.
Our return warehouse is located in China. You will receive the exact return address after your return request has been reviewed and approved.
For change-of-mind returns, return shipping costs to our return warehouse in China are the responsibility of the customer.
International return shipping may involve higher costs than domestic shipping. We recommend checking the exact cost with your local postal service or courier before sending your return.
Return shipping costs are non-refundable, unless the return is due to a defective product, damaged item, incorrect item, or an error on our side.
We are not responsible for returns that are lost or damaged in transit. We recommend using a tracked shipping method and keeping proof of postage until your return has been processed.
5. Refunds
Approved refunds are processed after the returned item has been received, inspected, and accepted.
Once approved, refunds are usually processed within 2 business days.
Refunds are issued to the original payment method used at checkout, unless otherwise agreed.
Please note that your bank, card provider, or payment provider may need additional time to make the refund visible in your account.
Original shipping fees, if any, are non-refundable, except in cases where the return is due to a defective product, damaged item, incorrect item, or an error on our part.
6. Exchanges
If you would like to exchange an item for a different size, colour, or product, please contact us at:
Exchanges are subject to product availability.
If the requested exchange item is unavailable, we may offer an alternative product, a refund, or another suitable solution.
For change-of-mind exchanges, return shipping costs are the responsibility of the customer.
7. Defective, Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 24 hours of delivery at:
Please include:
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your order number;
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a clear description of the issue;
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clear photos or videos showing the defect, damage, or incorrect item;
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photos of the packaging if the item arrived damaged.
Our support team will review the issue and offer an appropriate solution, such as a replacement, reshipment, refund, or another suitable remedy.
Please do not return defective, damaged, or incorrect items before contacting us and receiving instructions.
8. Uncollected or Undeliverable Packages
If a package cannot be delivered or is not collected by the customer, it may be transferred to a local pickup point, post office, or handled according to the carrier’s procedures.
The customer is responsible for tracking the shipment and collecting the package within the carrier’s holding period.
If the package is destroyed, lost, returned, or cannot be recovered because it was not collected on time, the order may not be eligible for a refund.
9. Return Exclusions
For health, hygiene, and safety reasons, some products cannot be returned or exchanged once opened, used, worn, or removed from their original sealed packaging.
This includes, but is not limited to:
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underwear and intimate apparel;
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personal care products;
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beauty or cosmetic products;
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oral care products;
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perishable goods;
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personalised or made-to-order products;
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hazardous materials, flammable liquids, or gases;
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electronic or battery-powered products once used, unless the product is defective, damaged upon arrival, incorrect, or where applicable consumer protection laws require otherwise.
These exclusions do not apply if the product is defective, damaged, incorrect, or where applicable consumer protection laws require otherwise.
10. Non-Returnable Items
Returns or exchanges may not be possible for:
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items returned after the 30-day return period;
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items that have been used, worn, washed, stained, damaged, or altered by the customer;
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items without original tags, labels, or packaging, where applicable;
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hygiene or personal care items that have been opened or used;
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items returned without prior approval from our support team;
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gift cards, if offered;
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personalised or made-to-order products.
11. Need Help?
If you have questions about this policy or need assistance with a return, exchange, cancellation, or refund, our customer support team is happy to help.
Please contact us at:
Gracewood Gracie
Email: support@gracewoodgracie.com
Your satisfaction matters to us. At Gracewood Gracie, we are committed to resolving issues promptly and ensuring a smooth, reliable shopping experience.