Returns Policy

Changed your mind? Just let us know within 14 days of receiving your order, and you’ll have another 14 days to send it back for a refund.

Please follow the steps below, to ensure we give you the best service possible.

How To Return Your Item

  • 1.

    Let us know you're making a return by using our contact us page quoting your order reference number which begins with 'WEB'.

  • 2.

    Pack your order in its original packaging, and include a note inside with the reason for your return, quoting your order reference number, which begins with 'WEB'.

  • 3.

    Send your order back to:

    Grace & Co Returns Department
    17 Market Street
    Ashby de la Zouch
    Leicestershire
    LE65 1AF

    (We recommend you return your order via a 2nd Class Signed service)

  • Returning an unwanted item

    • You will be required to pay for the return of the item(s). This will not be refunded. 
    • You will not receive a refund of the original delivery cost.
    • We will charge a £3 administrative fee to process the refund. 
    • We aim to have your items refunded in 5-10 days of receiving them back.

  • Returning a faulty item

    If the item(s) are faulty, please return the item to us with a note stating your order reference number and a brief description on how the item(s) are faulty. 

     

    • You will be required to pay for the return of the item(s). This will be refunded in the form of a Grace & Co online voucher. 
    • If you are seeking a refund, you will receive this in full including your original delivery cost (if any). We aim to have your items refunded in 5-10 days. 
    • If you want to exchange your item(s), you will not have to pay for the new delivery. 
       

    For example:  If your order costs a total of £54 (£50 for the item and £4 for Express Delivery), and it arrived faulty, we will refund the £54 and give you a £4 voucher to use online to cover the cost of returning the item to us.

  • Returning an item for a size exchange

    If you have ordered the wrong size, please return the item to us with a note stating your order reference number and what size you would like to exchange for.  

     

    • You will be required to pay for the return of the item(s). This will not be refunded. 
    • We will dispatch your item(s) via Standard Delivery. You will not be charged for this.
    • We aim to have your items refunded in 5-10 days. 

     

    Please note: if you purchased a Nomination Starter Bracelet that is too small, please contact customer services using our contact us page.

  • Returning an item you have received in error

    If the item(s) you have received were in error, please get in touch with our customer service team contact customer services using our contact us page to guide you on how to return the item(s).
     

    • You will be required to pay for the return of the item(s). This will be refunded. 
    • Please include in your return your order reference number, a note as to what has been sent in error, and whether you would like the original order or a refund.
    • If you opt for receiving the original order, we will dispatch this free of charge once we have received the products that were sent in error. 
    • If you opt for a refund, you will receive a full refund (including the original delivery cost), which we aim to process in 5-10 days. 

Returns & Refunds FAQs

1. Can I return earrings?

Unless your earrings are faulty, these cannot be returned due to hygiene reasons.

2. I have received an item that I didn't order, what do I do?

If you have received an item that we have sent in error, please get in touch with customer services using our contact us page, who will direct you on how to return the item(s).

3. How long does it take to get a refund?

From us receiving the item, it can take 5-10 days to process your refund.

4. My order never arrived. I would like a refund.

We’re sorry to hear your order hasn’t arrived. There may be a delay from Royal Mail, and on rare occasions, we do experience losses during transportation. Please contact our customer services using our contact us page if it has been 10 days since your expected delivery date.  

Please note: if we are not contacted within 30 days, an insurance claim cannot be made against your order, and you will be unable to claim a refund from Grace & Co.

5. Why have I received a refund when I haven't cancelled my order or requested it?

Unfortunately, there are occasions where our fulfilment team goes to pick your order and discover the item(s) you have requested are out of stock. If this happens, you will receive an email from us confirming we have cancelled and refunded your order.

6. I ordered from you a few months ago, and unfortunately, my item(s) have broken. Can you do anything to help?

We’re sorry to hear that your item has broken. If you purchased it from us within 6 months, and have the proof of purchase, we will try to replace it. If the item is no longer available, we are happy to offer you an exchange for another item of equal value to the original purchase price. Alternatively, our goldsmith can look into repairing this for you. 

For more information on this, please get in contact with our customer services using our contact us page

Please note, that everything that is returned to us must be unused, in mint condition and in its original packaging, including any promotional materials it arrived with. We are only able to refund what you have paid for.