Refund policy
REFUND AND RETURN POLICY
We want you to feel confident shopping with Grace & Loannes. Please read the information below before requesting a return, cancellation, replacement or refund.
CONTACT US FIRST
Before returning any item, please contact us at graceandloannesofficial@gmail.com with:
• Your full name
• Your order number
• The reason for your request
• Clear photographs if the item is damaged, defective or incorrect
Please do not return an item without contacting us first. Once your return has been approved, we will provide the appropriate return instructions and return address.
CHANGE-OF-MIND RETURNS
For eligible non-personalised products, you may notify us that you wish to cancel or return your order within 14 days of receiving it.
After notifying us, you must send the item back within a further 14 days.
To qualify for a change-of-mind return, the item should be:
• Unworn and unused, except for reasonable inspection
• Unwashed
• In its original condition
• Returned with any original packaging or tags where reasonably possible
Customers are normally responsible for the cost of returning an unwanted item unless the item is damaged, defective, incorrect or not as described.
PERSONALISED AND CUSTOM-MADE PRODUCTS
Products that have been personalised or custom-made specifically for you might not qualify for change-of-mind cancellation or return.
This exclusion does not apply when an item is damaged, defective, incorrect or not as described. Your statutory consumer rights are not affected.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your item is damaged, defective, incorrect or significantly different from its description, contact us as soon as possible at graceandloannesofficial@gmail.com. Include your order number and clear photographs of the item and packaging.
After reviewing the information, we may offer an appropriate solution, including a replacement, repair or refund. Where required by applicable law, Grace & Loannes will cover reasonable return costs for eligible faulty or incorrect items.
NON-RETURNABLE ITEMS
We cannot accept change-of-mind returns for:
• Personalised or custom-made products
• Items that have been worn beyond reasonable inspection, washed, altered or damaged after delivery
• Items returned without prior authorisation
• Gift cards, where applicable
Please contact us if you are uncertain whether your item is eligible for return.
EXCHANGES
The quickest way to request a different eligible item, size or colour is to contact us at graceandloannesofficial@gmail.com.
Because our products are made on demand, exchanges are reviewed individually. If an exchange cannot be arranged, you may need to return the eligible item and place a new order.
CANCELLATIONS
If you need to cancel or change an order, contact us immediately.
Because products may enter production shortly after an order is placed, we cannot guarantee that a cancellation or change will be possible after production has begun. This does not limit any cancellation rights provided by applicable consumer law.
REFUNDS
We will notify you after receiving and inspecting your return.
Approved refunds will be issued to the original payment method. Where required by applicable law, the refund will be processed within 14 days of receiving the returned item or receiving acceptable evidence that it has been sent back.
For eligible cancellations, the original standard delivery charge will also be refunded where required by law. Additional costs for an upgraded or express delivery method might not be refundable.
Your bank or payment provider may require additional time to display the refund in your account.
RETURN SHIPPING
For an approved change-of-mind return, the customer is responsible for return-postage costs unless applicable law requires otherwise.
Grace & Loannes is not responsible for returned items lost during transit. We recommend using a tracked postal service and keeping your proof of postage.
BUSINESS INFORMATION
Grace & Loannes
Operated by Grace and Loannes Ltd
Company registration number: SC899696
Email: graceandloannesofficial@gmail.com
Registered office: 5 South Charlotte Street, Edinburgh, Scotland, EH2 4AN, United Kingdom
This policy does not limit or exclude any rights available to customers under applicable consumer law.