Refund 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:
- The item is in its original condition, with all parts, accessories, and packaging included.
- Any wear is limited to normal handling — damage caused by misuse won't be accepted.
- Items with hygiene considerations must be cleaned thoroughly before being sent back.
- Any defects present on arrival must be reported to us right away.
- Return shipping costs are covered by the customer.
We reserve the right to decline a return if the item shows signs of use or damage, or otherwise fails to meet these conditions.
How to Send a Return
Once you've confirmed your order qualifies, here's what to do:
- Email us at info@grace-and-oliver.com
- 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.
All returns should be sent to our central warehouse, and return shipping remains the customer's responsibility.
Questions? Reach out to our customer service team anytime at info@grace-and-oliver.com.