Return policy

Can I Return My Order?

Yes — you have 30 days from the date you receive your order to send it back if you're not fully satisfied. To qualify for a return, the following must be true:

1. The item is in its original condition, with all parts, accessories, and packaging included.
2. Any wear is limited to normal handling — damage caused by misuse won't be accepted.
3. Items with hygiene considerations must be cleaned thoroughly before being sent back.
4. Any defects present on arrival must be reported to us within 30 days of delivery.
5. Return shipping costs are covered by the customer, unless the item arrived faulty, damaged or not as described. In that case we cover the full cost.

We reserve the right to decline a return if the item shows signs of use or damage, or otherwise fails to meet these conditions.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or is not what you ordered, you pay nothing. Email info@grace-and-oliver.com within 30 days of delivery with your order number and a photo of the problem.

You choose what happens next:

• a free replacement, shipped to you at our cost, or
• a full refund of what you paid, including any shipping you were charged.

We will never ask you to pay return postage on a faulty item, and in most cases we will not ask you to send it back at all. This does not affect your statutory rights.

How to Send a Return

Once you've confirmed your order qualifies, here's what to do:

1. Email us at info@grace-and-oliver.com
2. Include:
   • Your order number
   • The reason you're returning the item

After we receive your request, we'll send you the correct return address. Please don't ship anything back to the original sender's address — only to the address our team gives you.

Note: we can only process a return once your package has actually been delivered. A shipment already in transit cannot be recalled or redirected.

Can I Cancel or Change My Order?

Once placed, an order can't be cancelled or edited.

This comes down to how tightly our fulfillment system is linked with our warehouse partners — as soon as an order is confirmed, it's automatically sent to our logistics network, where packaging and dispatch begin right away. Once that's underway, there's no way to pause or reverse it manually.

We know that's not always convenient, but it's what keeps our inventory and tracking accurate and reliable from start to finish.

Refunds

Returned items are first inspected by our warehouse team. Once approved, refunds are processed within 10 business days and returned to your original payment method, unless we've agreed on an alternative.

Returns go to the address our team gives you when your request is approved. Return shipping is the customer's responsibility, except for faulty, damaged or incorrect items, which we cover in full.

Questions? Reach out to our customer service team at info@grace-and-oliver.com.

Questions About This Policy

Our customer service team is happy to help.

• Email: info@grace-and-oliver.com
• Phone: +44 7454 754239
  
• We aim to reply within 24 hours.

Grace & Oliver is a trading name of Eight E-Commerce LLC, 30 N Gould St, Sheridan, WY 82801, United States.

You can also use the form on our Contact page.