Returns Policy

Last updated: 5 June 2025

At Gracewood London we do everything we can to keep our customers satisfied. However, there may be occasions where you wish to return a product. Below we explain our returns policy clearly. We are always happy to help — if in doubt, please contact us first at support@gracewoodlondon.com before returning any item.

1. How We Operate

Gracewood London operates on a direct-from-supplier model. To reduce waste and minimise our carbon footprint, we do not hold large amounts of stock ourselves: items that are not held in stock are shipped directly from our supplier based in China. This means that returns must also be sent to our supplier's return address in China.

2. Return Window and Registration

You may register a return within 30 days of receiving your item, by emailing support@gracewoodlondon.com.
A return may only be registered once you have physically received the item.
Please always include your order number and a valid reason for the return when registering.
Once your return has been approved, we will provide you with our supplier's return address.

3. Conditions

A valid reason for the return is always required.
Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.
Trying on items is permitted, but wearing them is not.
Sale items cannot be returned without a valid reason.
Intentionally ordering multiple sizes with the intention of returning some or all of them is not permitted.
Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewellery), unless unopened and unused.

4. Return Costs and Process

Return shipping costs are entirely at the customer's expense, including international postage and any applicable customs charges.
Items must be returned to our supplier's return address in China.
The customer is solely responsible for arranging, paying for, and tracking the return shipment.
We strongly recommend using a tracked shipping method. Without proof of postage, we are unable to process your return.

5. Goodwill Alternative

Because international returns can be costly and time-consuming, we are happy to discuss a suitable alternative solution with you (for example, a partial refund or a discount on a future order), to be agreed by mutual consent via email. Please always contact us at support@gracewoodlondon.com before sending anything back.

Please note: under the Consumer Rights Act 2015, you retain your statutory rights regardless of the above. This section reflects our goodwill efforts to offer a practical alternative, not a waiver of your legal rights.

6. Defective, Incorrect, or Damaged Items

If something is wrong with your order — for example the size, fit, or quality — please email us at support@gracewoodlondon.com within 30 days of receiving your item, including clear photographs and a description of the issue. Without photographs and a description, we are unable to investigate your complaint. Once we have received this information, we will work to find an appropriate solution as quickly as possible.

Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or refund for items that are faulty, not as described, or not fit for purpose.

7. Refunds

A refund will be issued once the item has been received and inspected at our supplier's return address in China. Following approval, we will refund the purchase price within 14 days via the original payment method. Original shipping costs are non-refundable.

Please note: under the Consumer Contracts Regulations 2013, if you are cancelling within the statutory 14-day cooling-off period, we are required to refund the standard delivery costs you paid.

8. Cancellations

Once an order has been placed and is being processed, it may not be possible to cancel it. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving a reason. Please contact us at support@gracewoodlondon.com to exercise this right. We kindly ask that you contact us directly before initiating a chargeback or refund request through your bank or payment provider, so we can resolve the matter promptly.

9. Liability

We are not responsible for lost parcels where tracking confirms delivery to the address provided by the customer.
An incorrectly entered delivery address is the responsibility of the customer.
Any errors in your delivery address must be reported within 24 hours of placing your order by emailing support@gracewoodlondon.com.