Refund policy
Last updated: May 30, 2025
We want you to be completely satisfied with your purchase from Grace & Whimsy.
If for any reason you are not happy with your order, you may return it within 30 days from the date of delivery for a refund or exchange, provided it meets the conditions below.
A. Return Eligibility
To qualify for a return, please ensure that:
- The item is unused, unworn, and in its original packaging.
- All original tags and labels are still attached and included.
- The item has not been washed, altered, or damaged.
- Proof of purchase (order number or receipt) is provided.
The following items are not eligible for return:
- Items that have been used, worn, washed, or damaged by the customer.
- Items returned without prior authorisation from our support team.
- Items returned outside the 30-day return window.
- Final sale or clearly marked non-returnable items.
B. How to Start a Return
To initiate a return, please follow these steps:
- Contact our support team 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.
- If approved, you will receive return instructions and the address to send your parcel to.
- Pack the item securely in its original packaging and ship it using a tracked service.
Returns sent without prior authorisation will not be accepted and may be returned to the sender at their own cost.
C. Return Address
All returns are processed through our international fulfilment centre:
Return Centre:
No. 160 Nijiayan Road
Jiangbei District
Ningbo, Zhejiang 315000
China
Please do not send any items to this address without first receiving written authorisation from our support team. We provide this address transparently in compliance with UK and US consumer protection and international distance-selling standards.
Please note that as returns are shipped internationally, return transit times may vary. We recommend using a tracked and insured shipping service to ensure your parcel reaches us safely. Grace & Whimsy cannot be held responsible for items lost or damaged in return transit.
D. Return Costs
Damaged, defective, or incorrect items: If your item arrives damaged, defective, or is not what you ordered, we will arrange a replacement or full refund free of charge. All associated costs are covered by us, and you are not required to return the original item in these cases.
Voluntary returns (change of mind, size, or colour): For all other return reasons, the return shipping costs are the responsibility of the customer. We do not provide prepaid return labels for voluntary returns.
We do not charge any restocking fees. The only cost to the customer for voluntary returns is the return shipping.
E. Refunds
Once your return is received at our fulfilment centre, it will be inspected within 1–3 business days. You will be notified by email of the outcome of your inspection.
If your return is approved:
- Your refund will be processed to your original payment method within 7 business days.
- Please note that depending on your bank or card provider, it may take additional time for the refund to appear in your account.
- Original shipping charges (if any) are non-refundable unless the return is due to our error.
If your return is not approved, we will contact you to explain the reason and discuss next steps.
F. Exchanges
If you would like to exchange an item for a different size, colour, or style, please contact us at info@graceandwhimsy.com with your order number and the details of the item you would like instead.
For approved exchanges, we will dispatch the replacement once the original item has been returned and inspected. If your preferred item is unavailable, we will offer an alternative or a full refund.
Exchanges are subject to stock availability.
G. Damaged or Wrong Items
If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery at info@graceandwhimsy.com with the following:
- Your order number
- A description of the issue
- Clear photos of the damaged or incorrect item and its packaging
We will assess your case and offer a free replacement or full refund as quickly as possible. You will not be required to return the original item in most cases.
H. Late or Missing Refunds
If you have not received your refund within 7 business days of approval, please take the following steps:
- Check your bank account or card statement again.
- Contact your bank or card provider, as processing times can vary.
- If you have done the above and still have not received your refund, please contact us at info@graceandwhimsy.com and we will investigate promptly.
I. Consumer Rights
United Kingdom
Grace & Whimsy fully complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Under these regulations:
- You have the right to cancel your order within 14 days of receiving your goods (the "cooling-off period"), without giving a reason.
- To exercise your right to cancel, please notify us in writing at info@graceandwhimsy.com before the 14-day period expires.
- Our 30-day return window exceeds the statutory minimum and is offered as an additional courtesy to our customers.
United States
Grace & Whimsy complies with applicable US federal consumer protection regulations, including guidelines set by the Federal Trade Commission (FTC). Under these guidelines:
- You have the right to a clear and honest description of our return and refund policy prior to purchase, which is provided on this page.
- If you are dissatisfied with your order for any reason, you may contact us within 30 days of delivery to initiate a return or request a refund, subject to the eligibility conditions outlined in this policy.
- Refunds will be issued to your original payment method within 7 business days of return approval, in accordance with FTC guidelines on timely refund processing.
J. Customer Support
E-mail: info@graceandwhimsy.com
Phone: +44 20 37691239
Customer Service Hours: Monday to Friday: 09:00 – 18:00 (GMT).
Customer service will respond within 24 hours on business days.
K. Company Information
- Website Name: Grace & Whimsy
- Operated By: LOOMISS LTD
- Company Registration Number: 17176290
- D-U-N-S Number: 234775050
- Registered Office (Administrative Only): 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom
All fulfilment and return processing are handled through our international logistics facility in Zhejiang, China.
Grace & Whimsy fully complies with all applicable UK and US consumer protection and distance-selling regulations.
For information about delivery times and shipping methods, please see our Shipping Policy.