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Graces London
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Return & Refund Policy

Please read this policy carefully before placing an order. By purchasing from our website, you agree to the terms below.

1. Return Period

Eligible items may be returned within 30 days of delivery, subject to the conditions below.

2. Conditions for Returns

An item is eligible for return if:

  • It is unused, unworn and undamaged
  • It is in its original condition, with all original labels and packaging intact
  • The return request is submitted within the return period
  • The return has been pre-authorized by our customer service team

Trying on items for fit is permitted. If there are visible signs of wear, washing or damage, a reduction in value may be applied.

3. Items Excluded from Returns

  • Items with broken hygiene seals
  • Personalized or custom-made products
  • Items damaged through improper use

Underwear, shapewear and bras are non-returnable if the hygiene seal has been removed.

4. Damaged, Defective or Incorrect Items

An item is considered damaged, defective or incorrect only if:

  • It arrived broken, torn or not functioning, or
  • It is a different product, colour or size than shown on your order confirmation.

Please email us at info@graces-london.com within 14 days of delivery with your order number and clear photos showing the issue.

After review, we will send you a free replacement. No return is needed and no restocking fee applies. If a replacement is not available, we will offer you store credit or, if you prefer, a refund.

5. Items That Do Not Meet Your Expectations

Differences in fit, style or personal preference, perceived quality, or slight colour differences due to screen settings or lighting are not considered damaged, defective or incorrect items. Please check the size chart and product description before ordering. These items can be returned under our standard return policy (sections 1, 2 and 6).

6. Return Shipping to Our Warehouse in Asia & Restocking Fee

All returns must be shipped to our warehouse in Asia, to the address provided by our customer service team after approval.

Customers are responsible for:

  • All return shipping costs
  • Choosing a tracked shipping method that supports customs clearance
  • Any customs duties, taxes or handling fees
  • Accurate customs documentation

Graces London is not responsible for return parcels that are delayed, rejected or lost due to customs issues or incorrect shipping methods.

Restocking fee: a 15% restocking fee applies to all approved returns. It covers inspection, processing and inventory handling. The same 15% fee applies to unopened packages, parcels refused upon delivery, and parcels left unclaimed and returned to us. No restocking fee applies to damaged, defective or incorrect items (section 4).

7. Return Address

Returns must be sent only to the return address provided by our customer service team after approval. Returns sent to any other address, including the address on the parcel or on this website, cannot be processed.

8. How to Start a Return

Email info@graces-london.com with:

  • Your order number
  • The item(s) you wish to return
  • The reason for return
  • Clear photos (required for damaged, defective or incorrect items)

You will receive instructions within 12–24 business hours.

9. Order Cancellations

Orders can be cancelled within 30 minutes of purchase. Once processing has started, cancellation is no longer possible. After delivery, you can request a return in accordance with this policy.

10. Lost or Delayed Parcels

If your tracking shows no update for 20 business days, or your parcel is confirmed lost, please contact us with your order number. We will send you a free replacement. If a replacement is not possible, we will issue a refund.

11. Failed Delivery or Incorrect Address

If an order is returned because of an incomplete or incorrect address provided at checkout, we can reship it once the correct address is confirmed, or offer store credit. If you prefer a refund, the 15% fee from section 6 applies.

12. Refunds

Once your return has been received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method, minus the 15% restocking fee where applicable. Please allow up to 10 business days for your bank to process the refund. Original shipping costs and optional insured shipping are non-refundable.

13. Discounts and Partial Returns

If your order included a promotional discount (such as bundle deals or buy-more-save-more offers) and you return part of your order, the discount is recalculated based on the items you keep, and your refund is adjusted accordingly.

14. Store Credit

In certain cases, store credit may be offered at our discretion. Store credit is non-refundable and can be issued once per order.

15. Contact Us First

If there is any issue with your order, please email info@graces-london.com before contacting your bank or card issuer. We respond within 12–24 business hours and aim to resolve every case within 3 business days.

16. Policy Updates

We may update this policy at any time. Changes take effect immediately upon publication on our website.

17. Contact Information

Shop name: Graces London
Company name: GA COMMERCE LLC
Company number: 2026-001873474
Email: info@graces-london.com
Phone: +1 917 764 9132
Business address (not a return address):
30 N Gould St Ste R
Sheridan, WY 82801
United States

Our support team is available Monday to Friday, 9:00 AM – 5:00 PM and typically responds within 12–24 hours on business days.