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Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a refund or an exchange.

To be eligible for a return, your item must be returned unused and in the same condition that you received it. It must also be in the original packaging.

Certain items are not eligible for returns due to their nature. Perishable goods, including coffee, hot chocolate, and tea cannot be returned.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Event Tickets

Please review this policy before making a purchase, as it outlines the items that are exempt from our return process.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 7 days.

Late or missing refunds

If you have not received your refund, please allow some time for the process to complete. Refunds may take a few business days to be processed by your financial institution. If you’ve waited and the refund hasn’t been received, please don’t hesitate to contact our customer support team. We’re here to assist you in resolving the issue promptly

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

  1. Contact Us: To initiate an exchange, please contact our customer support team at info@graceandgrey.co.uk or 01253 895204 with your order details and the reason for the exchange.
  2. Exchange Authorisation: After receiving your request, our team will review it and provide you with an Exchange Authorisation Number (EAN) if your exchange is approved.
  3. Pack and Ship: Pack the item(s) you wish to exchange securely, include a copy of your original packing slip or order confirmation, and write the EAN visibly on the package. You are responsible for the return shipping costs, and we recommend using a trackable shipping service.
  4. Receive Your Exchange: Once we receive and inspect the returned item(s) and confirm that they meet our eligibility criteria, we will process your exchange and ship the replacement item(s) to you.

Postage Costs:

Please note that the cost of return shipping is your responsibility, and it will not be refunded. We recommend using a reliable shipping method with tracking to ensure the safe return of your item(s). Additionally, the original postage cost incurred when the item was initially shipped to you will not be refunded for returns or exchanges. We recommend using a reliable shipping method with tracking to ensure the safe return of your item(s).

Shipping returns

To return your product, you should mail your product to: 56 Tithebarn St, Poulton-Le-Fylde, Lancs FY6 7BY.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@graceandgrey.co.uk for questions related to refunds and returns.