Frequently Asked Questions
Have a question? We've got you covered. If you can't find what you're looking for, reach out to us at getinfo@gracelade.com and we'll be happy to help.
🛍️ Orders & Purchasing
How do I place an order?
Simply browse our website, add your favourite products to your cart, and proceed to checkout. Follow the on-screen steps to enter your shipping details and complete payment. You'll receive an order confirmation email once your order has been successfully placed.
Can I modify or cancel my order after placing it?
We begin processing orders quickly, so changes or cancellations can only be made within 24 hours of placing your order. Please contact us immediately at getinfo@gracelade.com if you need to make any amendments. Once an order has been dispatched, we are unable to make changes.
Will I receive an order confirmation?
Yes. A confirmation email will be sent to the email address provided at checkout. Please check your spam or junk folder if you don't see it within a few minutes. If you still haven't received it, contact us at getinfo@gracelade.com.
What payment methods do you accept?
We accept all major credit and debit cards, as well as other payment methods displayed at checkout. All transactions are processed securely.
Is it safe to enter my payment details on your website?
Absolutely. Our website is hosted on Shopify, which uses industry-standard SSL encryption and is PCI DSS compliant. Your payment information is processed securely and is never stored on our servers.
🚚 Shipping & Delivery
How long will it take to receive my order?
All orders go through an internal processing period of 3–7 business days before dispatch. Transit times vary by region:
- USA & Canada: 2–4 weeks transit (estimated total: 3–5 weeks)
- Australia & New Zealand: 2–4 weeks transit (estimated total: 3–5 weeks)
- U.K. & Europe: 2–4 weeks transit (estimated total: 3–5 weeks)
- Rest of World: 2–5 weeks transit (estimated total: 3–6 weeks)
These timeframes apply to in-stock items only. For full details, please visit our Shipping & Delivery page.
Do you ship internationally?
Yes, we ship to most countries worldwide. Some regions subject to trade sanctions or import restrictions may not be eligible. Please refer to our Shipping & Delivery page for the full list of non-serviceable regions.
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. Please allow up to 48 hours after dispatch for tracking information to be updated by the carrier.
My tracking hasn't updated in a while — what should I do?
Tracking updates can sometimes be delayed, especially for international shipments during customs clearance. If your tracking has not updated for more than 10 business days, please contact us at getinfo@gracelade.com and we will investigate with the carrier.
Do you offer express shipping?
At this time, we only offer Standard Secured Shipping with Insurance. We are working on expanding our shipping options in the future.
↩️ Returns, Refunds & Exchanges
What is your return policy?
We accept returns within 14 days of delivery for unused, unopened items in their original sealed packaging. Due to hygiene reasons, opened beauty and skincare products cannot be returned. For full details, please visit our Return & Refund Policy page.
I received the wrong item — what do I do?
We sincerely apologise for the error. Please contact us at getinfo@gracelade.com within 2 days of delivery with your order number and a photo of the item received. We will arrange a return at no cost to you and send the correct item or issue a full refund.
My order arrived damaged — what should I do?
Please contact us at getinfo@gracelade.com within 48 hours of delivery with your order number and clear photos of the damaged item and packaging. We will arrange a replacement or full refund as quickly as possible.
My package is lost — what happens?
All our shipments are insured. If your package is confirmed lost by the carrier, we will file an insurance claim and offer you a full refund or replacement shipment at no additional cost. Please allow 7 business days beyond the estimated delivery date before reporting a lost package.
Can I exchange a product?
Yes, exchanges are available for unused, unopened items within 14 days of delivery, subject to stock availability. Opened or used products, hygiene-sensitive items, and final sale items are not eligible for exchange. Contact us at getinfo@gracelade.com to initiate an exchange.
When will I receive my refund?
Once your return is received and approved, refunds are processed to your original payment method within 5–10 business days. Your bank or payment provider may require additional time to reflect the credit.
💄 Products
Are your products cruelty-free?
We are committed to responsible beauty. Please refer to individual product pages for specific cruelty-free and vegan certifications, as these may vary by product.
Are your products suitable for sensitive skin?
Our products are formulated with care, but ingredient sensitivities vary from person to person. We recommend reviewing the full ingredient list on each product page before purchasing. If you have specific skin concerns or allergies, we advise consulting a dermatologist before use.
How should I store my Gracelade products?
For best results, store your products in a cool, dry place away from direct sunlight and heat. Avoid leaving products in humid environments such as bathrooms where possible, as this can affect product integrity and shelf life.
Do your products have an expiry date?
Yes. All our products display a Period After Opening (PAO) symbol on the packaging, indicating how many months the product remains safe to use after opening. We recommend following these guidelines for optimal performance and safety.
Are your products safe to use during pregnancy?
We recommend consulting your healthcare provider or dermatologist before using any new beauty products during pregnancy, as individual sensitivities and medical advice may vary.
👤 Account & Privacy
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track your orders, save your details for faster checkout, and access your order history.
How do I reset my password?
Click "Forgot Password" on the login page and enter your registered email address. You will receive a password reset link within a few minutes. Check your spam folder if you don't see it in your inbox.
How do you use my personal data?
We collect and use your data to process orders, provide customer support, and (with your consent) send marketing communications. We do not sell your personal data. For full details, please read our Privacy Policy.
How do I unsubscribe from marketing emails?
You can unsubscribe at any time by clicking the "Unsubscribe" link at the bottom of any marketing email, or by contacting us at getinfo@gracelade.com.
📩 Still Have Questions?
We're here to help! Reach out to our customer care team and we'll get back to you as soon as possible.
Email: getinfo@gracelade.com
Website: www.gracelade.com