Return & Refund Policy

We want every purchase from Grace Colley to feel easy and transparent. This policy explains when items can be sent back and how refunds are handled. Placing an order on our website means you've read and accepted the conditions set out here.

1. Return Window

Eligible items can be returned up to 30 days after your order is delivered, provided all the conditions in this policy are met.

2. Conditions for a Return

An item qualifies for return only when each of these is true:

• It is unused, unworn, and undamaged
• It's returned in the same condition it arrived in
• All original tags, labels, and packaging are still included
• The request is made within the 30-day window
• Our support team has approved the return before it ships

Briefly checking an item for size or fit — as you might in a fitting room — is acceptable. Wearing or using it beyond that is not.

3. Items That Can't Be Returned

A few products aren't eligible, including:

• Items with a broken or removed hygiene seal
• Custom or personalized pieces
• Goods damaged through misuse or careless handling

For hygiene reasons, underwear, shapewear, and bras cannot be returned once the hygiene seal has been opened.

4. Return Shipping and Restocking Fee

When a return has been approved, it must be shipped to the warehouse address our team provides.

The customer is responsible for:

• The full cost of return shipping
• Choosing a carrier able to handle customs clearance
• Any customs duties, taxes, or additional charges
• Completing the customs documentation correctly

Grace Colley can't be held liable for returns that are delayed, refused, or lost because of customs issues or incorrect shipping.

Restocking fee. A 15% restocking fee is applied to every approved return to cover inspection, handling, and restocking. The same fee applies to unopened packages that are returned, orders refused at delivery, and parcels that go unclaimed and come back to us automatically.

Exception: where an item arrives faulty or damaged, the restocking fee may be waived after review.

5. Return Address

Returns may only be sent to the address our support team supplies once your request is approved. Anything sent elsewhere can't be accepted or processed.

6. How to Start a Return

To get started, email our support team at info@grace-colley.com and include:

• The item(s) you'd like to return
• Your reason for returning them
• Photos of the product (required if it's damaged or incorrect)
• Your full name and shipping address
• Your order number

We'll get back to you with the next steps within 12–24 hours on business days (Monday–Friday).

7. Cancelling an Order

Orders can be cancelled within 30 minutes of purchase. After that they move into processing and can no longer be cancelled. Once an order is delivered, you can request a return under this policy.

8. The Refund Process

After your returned item reaches us and has been inspected:

• We'll tell you the outcome
• If approved, the refund is returned to your original payment method

Refunds are completed within up to 10 business days, depending on your bank or payment provider. Please note:

• The 15% restocking fee is deducted where it applies
• Original shipping charges aren't refundable
• Any optional insured shipping selected at checkout isn't refundable

9. Discounts and Partial Returns

If your order used a promotional discount — such as a bundle or buy-more-save-more deal — and only part of it is returned, your refund may be adjusted. Discounts are recalculated on the items you keep rather than on your original order.

For instance, if returning items means the order no longer qualifies for the original promotion, that discount is removed and the refund is recalculated on the new total. Refunds always reflect the final order value after these adjustments. Return shipping stays the customer's responsibility, and the 15% restocking fee may still apply.

10. Store Credit

In certain cases, and at our discretion, we may offer store credit as a discount code instead of a refund. Store credit issued this way:

• Is non-refundable
• Can be issued only once per order
• Can be used toward a future purchase on our website
• Can't be exchanged for cash or moved to another order

11. Failed Delivery or Wrong Address

If a parcel returns to us because the checkout address was wrong or incomplete, we may either:

• Reship it once the parcel is back at the warehouse and the correct address is confirmed, or
• Offer store credit as a goodwill gesture, depending on the case

If returned items are no longer in their original condition, a reduction in value may apply.

12. Changes to This Policy

Grace Colley may update or revise this policy at any time. Changes take effect as soon as they're posted on the website.

13. Contact Us

Have a question about this Return & Refund Policy? Our support team is glad to help:

📧 info@grace-colley.com

14. Business Details

Store name: Grace Colley

Company name: Sa Collective LLC

Registration Number: 42-3368597

Business Address: 25 Prospect St, Watertown, Massachusetts 02472, United States.

Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, 523000 Guangdong, China

Email: info@grace-colley.com

Phone: +1 (659) 220-3892

Customer Service Hours:

Monday to Friday: 9am - 6pm (ET)

Saturday and Sunday: Closed