FAQ
Frequently Asked Questions
Orders
How do I place an order?
Simply browse our website, select the items you'd like, choose your size, and add them to your basket. When you're ready, head to checkout and follow the steps to complete your purchase. You'll receive a confirmation email once your order has been placed successfully.
Can I change or cancel my order after placing it?
You can cancel or amend your order free of charge before it has been dispatched. Please contact us as soon as possible at info@graceandwhimsy.com — the sooner you get in touch, the better. Once your order has been dispatched, we are unable to make any changes or cancellations.
I haven't received a confirmation email. What should I do?
Please check your spam or junk folder first. If it's not there, it's possible there was a typo in your email address at checkout. Contact us at info@graceandwhimsy.com and we'll look into it for you.
Can I add items to an existing order?
Unfortunately we're unable to add items to an order once it has been placed. You're welcome to place a new order separately.
What payment methods do you accept?
We accept American Express, Apple Pay, Google Pay, Maestro, Mastercard, Shop Pay, and Visa. All transactions are processed in British Pounds Sterling (GBP).
Is it safe to pay on your website?
Yes. Our checkout is powered by Shopify, which is PCI DSS compliant. All payment information is encrypted and processed securely. We do not store your full card details.
Shipping & Delivery
Where do you deliver?
We currently deliver to addresses within the United Kingdom only.
How much does delivery cost?
Standard shipping is free on all UK orders. There are no hidden fees.
How long will my order take to arrive?
Once your order is placed, please allow 1–2 business days for handling, followed by 4–7 business days for delivery. In total, you can expect your order to arrive within 5–9 business days. Please note that business days are Monday to Friday, excluding UK public holidays.
What is the order cut-off time?
Orders placed before 21:00 (GMT) on a business day will begin processing that same day. Orders placed after 21:00, or on weekends and UK public holidays, will begin processing the next available business day.
Where are orders shipped from?
All orders are fulfilled and shipped from our international warehouse in Zhejiang, China, using priority air shipping. This is how we're able to offer free delivery across the UK.
Which carriers do you use?
We work with YunExpress and 4PX for international freight, with Royal Mail handling the final delivery within the UK.
How do I track my order?
Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking number. You can also track your order at any time by visiting our Order Tracking page. Please allow up to 24–48 hours after dispatch for tracking information to become active.
My tracking hasn't updated in several days. What should I do?
If your tracking information hasn't updated for more than 5 business days, or your estimated delivery window has passed, please contact us at info@graceandwhimsy.com and we'll investigate with our carrier partners straight away.
Will I have to pay customs or import duties?
In most cases, no additional charges will apply. However, in rare cases, UK customs authorities may apply import duties. If this happens, it would be the responsibility of the recipient. We take steps to ensure all parcels are correctly declared and compliant with UK import regulations.
What happens if I'm not home when my parcel arrives?
Royal Mail will typically leave a calling card with instructions on how to rearrange delivery or collect your parcel from your local sorting office.
Can I change my delivery address after ordering?
Please contact us at info@graceandwhimsy.com within 24 hours of placing your order. After your order has been dispatched, we are unable to redirect parcels.
Returns & Refunds
What is your returns policy?
You may return items within 30 days of delivery, provided they are unused, unworn, unwashed, in their original packaging, and with all original tags still attached. Please see our full Return & Refund Policy for details.
How do I start a return?
Contact us at info@graceandwhimsy.com with your order number and the reason for your return. Our team will review your request and respond within 1–2 business days. Please do not send anything back without receiving written confirmation from us first, as unauthorised returns will not be accepted.
Where do returns get sent to?
Approved returns are sent to our international fulfilment centre in Ningbo, Zhejiang, China. Full return instructions will be provided when your return is approved. We recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in return transit.
Who pays for return shipping?
If your item arrived damaged, defective, or incorrect, we will cover all associated costs and you will not need to return the item in most cases. For all other returns (such as change of mind, size, or colour), the return shipping cost is the responsibility of the customer. We do not provide prepaid return labels for voluntary returns. We do not charge any restocking fees.
When will I receive my refund?
Once your return has been received and inspected (within 1–3 business days of arrival), you will be notified by email. If approved, your refund will be processed to your original payment method within 7 business days. Depending on your bank or card provider, it may take a little additional time to appear in your account.
Can I exchange an item?
Yes. If you'd like a different size, colour, or style, contact us at info@graceandwhimsy.com with your order number and the details of what you'd like instead. For approved exchanges, you may keep the original item and we'll send out the replacement — you'll only be charged for any applicable taxes and shipping. Exchanges are subject to stock availability.
My item arrived damaged or incorrect. What do I do?
Please contact us within 48 hours of delivery at info@graceandwhimsy.com with your order number, a description of the issue, and clear photos of the item and packaging. We'll arrange a replacement or full refund as quickly as possible.
I haven't received my refund yet. What should I do?
First, check your bank account or card statement. Then contact your bank or card provider, as processing times can vary. If you've done both and still haven't received your refund within 7 business days of approval, please get in touch at info@graceandwhimsy.com and we'll look into it promptly.
Do I have a right to cancel under UK consumer law?
Yes. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason. To exercise this right, please notify us in writing at info@graceandwhimsy.com before the 14-day period expires. Our 30-day return window goes beyond the statutory minimum as an added courtesy.
Sizing & Products
How do I know which size to order?
Each product page includes a size guide with measurements in centimetres. We recommend measuring yourself and comparing against the size guide before ordering, rather than going by your usual label size, as sizing can vary between styles.
Are the colours accurate in the photos?
We do our best to represent colours accurately in our product photography. However, the appearance of colours can vary depending on your screen settings and display. If you're unsure about a colour, feel free to contact us before ordering.
How do I care for my clothing?
Care instructions are listed on each product page and on the garment label. We always recommend following the label instructions to keep your clothes in the best condition.
Customer Support
How can I contact you?
You can reach us by email at info@graceandwhimsy.com or by phone on +44 20 37691239. Our team is available Monday to Friday, 09:00–18:00 (GMT). We aim to respond to all enquiries within 24 hours on business days.
I have a complaint. What should I do?
We're sorry to hear things haven't gone smoothly. Please contact us directly at info@graceandwhimsy.com and we'll do our best to resolve the matter promptly. If you remain unsatisfied after contacting us, you may escalate your complaint to the Information Commissioner's Office (ICO) or seek alternative dispute resolution through an approved UK ADR scheme.
Where can I find your full policies?
All our policies are available on the website: