Return and Refund Policy - Customer Satisfaction Guaranteed
Return Process:
- Eligibility: Items must be in their original condition and packaging to qualify for a return. We cannot accept items that have been damaged by the customer.
- Initiating a Return: Contact us at info@graceandaugust.com within 10 days of receipt to request a return. Please include your order number, the email address used to place the order, and a detailed reason for the return. Attach clear photos or videos showing the product in its original condition.
- Approved returns: You will receive an approved address for your return. Note that return shipping costs are the customer's responsibility, and we recommend opting for tracked shipping, as we cannot be held accountable for lost parcels in transit.
- Receiving and Inspection: Once we receive the returned item and confirm it is in its original condition, we will process your refund. Please note, the original shipping cost and a $3 restocking fee will be deducted from your refund. The restocking fee helps cover the cost of repackaging, credit card transaction fees, and taxes related to the original purchase.
Late or Missing Refunds:
If you haven’t received a refund within 5 business days of us receiving your return, first recheck your bank account, then contact your credit card company. Refunds can take some time to be officially posted. If further assistance is needed, please contact us at info@graceandaugust.com.
Damaged, Lost or Stolen Orders:
Damaged: If your order is damaged upon arrival immediately email us at info@graceandaugust.com with your order number and specific details about the issue. We require notification within 48 hours of receipt for damaged items, along with photo or video evidence.
Late: If you haven't received your package within the expected timeframe, here's what to do.
- Check the Tracking Information: Start by reviewing the tracking details using your provided tracking number. It's likely that your item is en route and will arrive shortly, typically within the next couple of days.
- Stalled Shipments: In case the tracking information indicates no recent movement of your parcel, please reach out to us at info@graceandaugust.com for assistance.
- Missing Tracking Number: Should you not possess a tracking number, don't worry. Simply send an email to info@graceandaugust.com with your order ID and the email address used for the purchase, and we'll help you out.
Stolen or missing: If your package status shows as delivered but you have not received it, you have a couple of options:
- You may contact the courier directly to request proof of delivery, which can often clarify the situation.
- If you're not comfortable contacting the courier, feel free to inform us at info@graceandaugust.com. We will take the initiative to inquire on your behalf.
- In instances where it is established that your package was mistakenly delivered to an incorrect address, we will ensure that a replacement is sent to you promptly.
- Theft at Delivery Address: However, please be aware that if the package was delivered to the correct address and then stolen, we regret that we cannot accept liability for the theft. While we sympathise with this unfortunate event, our responsibility ends once the package is delivered to the correct location.
Cancellations:
You may cancel your order before it has been processed with a 10% cancellation fee to cover credit card company charges. Unfortunately, we cannot cancel orders that have already been processed or shipped.
Non-Refundable Circumstances:
We cannot accept returns if the customer has found the same item for a lower price elsewhere after purchase. Ensure you are fully committed to the purchase before completing your order.
For any questions regarding our refund policy or if you need assistance with your return, please contact us at info@graceandaugust.com. We are here to help you every step of the way.
Check our FAQ page for more store information you may like to know.