Return Policy

Thank you for shopping at Grace & Emma. We take pride in providing you with the highest quality products and excellent customer service. However, we understand that there may be instances where you need to return or exchange a product. This Refund Policy outlines the terms and conditions under which you may do so. Please read this policy carefully before making a purchase.

Applicability of the Return Policy

This return policy is applicable to all customers purchasing products from Grace & Emma.

  • Customers can return products within 30 days of receipt. Returns beyond this period may not be accepted.

  • Products must be returned in their original condition, unused, and in their original packaging. Items that are damaged, altered, or not in a resellable condition may not be eligible for a return. You will also need the receipt or proof of purchase.

To initiate a return for an exchange or refund, please email us at support@grace-emma.com, stating your reason for return and attaching images or a video of the product. Please provide your order number.

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Returns should be sent to our central warehouse (address will be provided upon approval of your return request).

  • If the return is caused by the customer, the customer will be responsible for the shipping fee. The specific fee depends on the courier you choose.

  • If the customer simply does not like the product and wants to return it without a reason, the customer should cover the return charges.

  • If the return is due to our error, such as damaged or incorrect goods, the customer is not required to pay the shipping fee.

When returning items to us, it is essential to use a shipping method with a tracking number. This allows both you and us to monitor the parcel’s progress and confirm delivery.

Please note: without a valid tracking number, we cannot process a refund or exchange.

We also strongly recommend choosing a courier option that includes compensation in case of loss or damage during transit.

To avoid delays, please ensure your package is wrapped securely, as we cannot accept or refund items that arrive damaged.

Damages

Please inspect the packaging of your item(s) upon arrival. If you notice any damage or issues, please contact us. If your item(s) arrive damaged or with any issues, send photos of the damage and a brief description to support@grace-emma.com.

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. Please inspect your order upon delivery and report any product quality concerns within 7 days. Issues reported after this period may not be eligible for a refund, replacement, or return.

Exchange Products

If you prefer to exchange an item, please indicate this when initiating the return. Exchanges are subject to item availability.

Order Cancellations

Please note that we are unable to cancel orders once they have been placed. Our system begins processing orders immediately to ensure fast dispatch, which means cancellations are not possible. If you have concerns, feel free to contact us at support@grace-emma.com with your order details.

Received the Wrong Product

We follow careful order-picking procedures to ensure every product in your order is correct, but occasionally mistakes occur. You can choose to keep the wrong item with a partial refund or request the correct item. After receiving your returned item, email us at support@grace-emma.com with your order details. Upon request, we will send you the correct item or issue a full refund.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you will be automatically refunded on your original payment method within 5 to 7 business days. Please note it may take some time for your bank or credit card company to process the refund.

If more than 7 business days have passed since we approved your return, please contact us at support@grace-emma.com.

At Grace & Emma, your satisfaction is our top priority. We are committed to a transparent and fair return and refund process. If you have any further questions or concerns regarding our policy, please do not hesitate to contact us at support@grace-emma.com.