Refund Policy

Grace & James London - Refund & Return Policy

At Grace & James London, we take pride in delivering exceptional fashion pieces and outstanding service. However, we understand there may be situations where you wish to return or exchange your item. Please read the following policy carefully before placing your order.

Applicability of the Return Policy

This return policy applies to all purchases made through Grace & James London, including Klarna transactions. Customers may return or exchange products within 14 days of receipt. Products must be returned unused, unwashed, and in original packaging with all tags intact. Returns will only be accepted if a receipt or proof of purchase is provided. Returns must be initiated within the 14-day window, or they may not be accepted.

 

 

 

 

 

 

 

 

Return Shipping Fees If the return is caused by the customer (e.g. change of mind, incorrect size), the customer is responsible for the return shipping cost. The specific fee will depend on the express company you choose. If the return is caused by our error (e.g. damaged goods, wrong item sent), Grace & James London will cover the return shipping cost.

Damaged or Incorrect Items If your item arrives damaged or is not what you ordered, please email us within 24 hours of delivery with:

Clear photos or videos of the issue A brief explanation We will offer a replacement or full refund, depending on your preference.

Exchanges

If you wish to exchange your item for another size or colour: Indicate this clearly in your return request Exchanges are subject to stock availability Order Cancellations Orders can be cancelled within 2 hours of placement. After this, our system begins automatic processing and cancellations may no longer be possible. If you contact us before dispatch and within the 2-hour window, your cancellation request can be processed and refunded in full. If the order has already shipped, it will need to be returned after delivery.

Order Processing Time Orders are processed and dispatched within 24–48 hours of being placed. Tracking details are sent via email once the order is shipped.

Refunds We will notify you once we’ve received and inspected your returned item and let you know if your refund is approved. If approved, a refund will be issued to your original payment method within 5–7 business days. Your bank or card provider may take additional time to process the funds. If more than 7 business days have passed since your refund was approved, please contact us at info@gracejames-london.co.uk.

Received the Wrong Item?

We take great care when picking and packing orders, but mistakes can happen. If you received the wrong item: You may keep the incorrect item for a partial refund, or Return it for the correct item or a full refund (we will cover shipping) Please contact info@gracejames-london.co.uk with your order number and a photo of the item received. Need Help? For any questions or assistance regarding our return and refund process, don’t hesitate to reach out to us at info@gracejames-london.co.uk.

Thank you for shopping at Grace & James London. We’re committed to providing a fair and transparent shopping experience for all our customers.