Returns Policy

Orders placed between November 1st - December 24th 2025, can be returned for a refund or exchange until January 31st 2026.

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

Follow these steps to make sure we give you the best service possible.

How To Return Your Item

  • 1.

    To process your return, use our return portal. You will receive a return label.

    But please note: If you purchased a Nomination Charm Bracelet that's too small, contact customer services on our contact us page, as we can fix this for you.

  • 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.

    Kindly return the item by taking it to your nearest Royal Mail drop-off location.

  • Checkout+

    Checkout+ is an optional add-on you can choose when placing your order. If you add Checkout+, your return will be completely free. This means you will not have to pay the return shipping fee as long as the item is returned within the permitted return window. Each order includes one free return with Checkout+, so if you plan to return multiple items from the same order, we recommend sending them back together.


    You can still place an order without the Checkout+ add-on. However, if you decide to return the item later, a return shipping fee of £3.49 will apply.

    We do not charge any additional fees apart from the return shipping cost if you decide to make a return within the permitted return window.

  • Returning an unwanted item

    •  You will not receive a refund of the original delivery cost.
    • A return shipping cost will be deducted from the payment. If you have chosen checkout+ while buying the product, the return shipping fee will be free.
    • We aim to have your items refunded within 5-10 days of receiving them back.

  • Returning a faulty item

    If the item(s) are faulty, please add a note stating your order reference number and a brief description of how the item(s) are faulty. 

    • You may see a return shipping fee during the return process, but this will not be deducted from you. When we complete the final return, exchange, or refund, you will receive the full amount.
    • 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.

  • Returning an item for a size exchange

    Please return the item to us with a note stating your order reference number and what size you would like to exchange for.  

     

    • We will dispatch your item(s) via Standard Delivery. You will not be charged for this.

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

  • Returning an item you have received in error

    • 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.