Returns

Please read our Returns Policy below in full before making a purchase with Grace & Fox.

We will always try to support our customers as much as possible, but we must have processes in place to protect our current and future customers along with Grace & Fox too. Thank you for shopping with us.

RETURNS POLICY

Before requesting a return, please read through these important factors:

We hope you love every item that you ordered, but if you wish to return something, you have 28 days from when your order was delivered to send it back to us and receive a monetary refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@graceandfox.co.uk

Provided your items meet these conditions, your refund will be issued to the same payment method used when placing the order excluding postage costs. Please allow 5 working days for the refund to show in your account. We cannot be held responsible for any interest charges made by a credit card company whilst waiting for the returns to be refunded to your card. 

We aim to complete all returns within 7 working days of receiving them. 

RETURNS AFTER 28 DAYS:

  • If 28 days have gone by since your purchase was received you will only be eligible for an exchange or credit note up to a maximum of 10 weeks from the original purchase. Credit notes are issued in the form of a gift card and these do not have an expiry date. After 10 weeks no exchange, credit not or refund will be given. 

  • All exchanges will be issued to the value of the item when it was purchased. Items being received in exchange will be sold at the current value at the time of exchange. 


COST OF RETURNING AN ITEM:

Being a small business we are afraid that we cannot absorb the additional cost of returns shipping so the cost of the return is down to the customer.


ITEMS NOT ACCEPTED FOR MONETARY RETURN:

  • Sale items are not eligible for a refund, you will only be eligible for a credit note.

  • Sample sale, Personalised, Made to Order & Custom Product items are not eligible for return, exchange or credit note.

If you are unsure if you are eligible for a return please contact us at returns@graceandfox.co.uk prior to submitting your request online.

FAULTY, MISSING OR DAMAGED PRODUCTS?

Please inspect your order and products immediately upon receipt. If you encounter any issues with your order, please follow these steps:

  1. Contact our customer care team at hello@graceandfox.co.uk within 48 hours of receiving your order.
  2. If you believe your order was damaged during transit, keep the original packaging box and send a photo of both the packaging and the damaged item to support your claim.
  3. If an item is missing from your order or if you received an incorrect item, take a picture of the item along with the packing slip so we can assist you promptly.

We are committed to resolving any mistakes on our part as quickly as possible.

Please be aware that items damaged due to wear and tear are not considered faulty. Items that show clear signs of use or deterioration will not be eligible for a refund. If you have any doubts, please reach out to us at hello@graceandfox.co.uk for further assistance.

For any faults, we will require photographic or video evidence to assess the issue and provide advice. Without this evidence, we may not be able to assist you further.

You'll find answers to our most popular FAQ's below, but if there is anything more you'd like to ask you can email us at hello@graceandfox.co.uk

Frequently Asked Questions

Which products are not eligible for Return or Exchange?

  • Sale items are not eligible for a refund, you will be issued with a credit note. 
  • Seconds items that are sold as seconds/faulty are not eligible for return. These items are described clearly; descriptions should be read carefully before purchasing. 

How do I return my order?

Please view our Returns Policy and How to Request a Return above.

How do I receive my refund?

Your refund will be returned to the original method of payment. This will exclude original shipping costs (except for faulty items if applicable). Please allow 5 working days for the refund to reach your bank account. 

Do you offer free returns?

Unfortunately, at this time we cannot offer free returns. Customers are responsible for the
return postage costs.

What if my order is not delivered and returned to Grace & Fox?

If we identify any errors made by the customer while processing an order, we will reach out to confirm details, such as the delivery address. However, it is the customer's responsibility to ensure that all information entered at checkout is accurate.

If an order is returned to us due to a rejected delivery (typically caused by incorrect or incomplete address details), the customer will be responsible for any reshipping costs. If the error is on our part, we will resend the order at no additional charge.

Can I change my delivery address?

If you want to change your delivery address, please contact us as soon as possible via returns@graceandfox.com 

Please include "URGENT ADDRESS CHANGE (#order number)" in the subject line of your email, and provide your details along with the new address in the email body. If we receive this request before dispatch and collection by our couriers, we can update the address for you.

Please be aware that once an order has been dispatched, we are unable to redirect it. It is the customer’s responsibility to ensure the delivery address is correct before completing payment. Grace & Fox cannot be held responsible for parcels that go missing or are returned to our warehouse due to incorrect address details entered during checkout.