Return & Refund Policy
At Gracelade, your satisfaction is our priority. Please read this policy carefully before making a purchase. By placing an order with us, you agree to the terms outlined below.
For any questions, please contact us at getinfo@gracelade.com.
1. Returns
Eligibility for Returns
We accept returns under the following conditions:
- The return request is submitted within 14 days of the delivery date.
- The item is unused, unopened, and in its original packaging with all seals, labels, and tags intact.
- Proof of purchase (order number or confirmation email) is provided.
Wrong Item Received
If you received an item that is different from what you ordered, please contact us at getinfo@gracelade.com within 7 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.
Change of Mind Returns
If you have changed your mind about a purchase, you may return the item within 14 days of delivery, provided it is unused, unopened, and in its original sealed condition. Return shipping costs for change-of-mind returns are the responsibility of the customer. Once we receive and inspect the returned item, we will process a refund to your original payment method, excluding original shipping fees.
Non-Returnable Items
Due to the nature of our products and for hygiene and safety reasons, the following items are not eligible for return or exchange:
- Any product that has been opened, used, or had its seal broken (including skincare, makeup, and personal care items).
- Customized or personalized products.
- Items marked as final sale or purchased during clearance promotions.
2. Refunds
Lost Packages
If your package has not arrived within the estimated delivery window and is confirmed as lost by the carrier, please contact us at getinfo@gracelade.com with your order number. We will investigate with the carrier and, upon confirmation of loss, offer you a full refund or a replacement shipment at no additional cost.
Please allow up to 7 business days after the estimated delivery date before reporting a lost package, as delays can occur.
Damaged Products
If your order arrives damaged, please contact us at getinfo@gracelade.com within 48 hours of delivery. Include your order number and clear photographs of the damaged item and packaging. We will review your claim and offer a full refund or replacement depending on stock availability.
We may request that the damaged item be returned before processing the refund or replacement. Return shipping for damaged items will be covered by Gracelade.
Refund Processing
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5–10 business days. Please note that your bank or payment provider may require additional time to reflect the credit.
Original shipping fees are non-refundable unless the return is due to our error (wrong item, damaged product, or lost package).
3. Exchanges
Exchange Eligibility
We offer exchanges for items that are unused, unopened, and in their original sealed packaging, submitted within 14 days of delivery. Exchanges are subject to product availability.
To request an exchange, please contact us at getinfo@gracelade.com with your order number and the item you would like to exchange for. We will confirm availability and provide return instructions.
Non-Exchangeable Items
The following items are not eligible for exchange:
- Opened, used, or unsealed products.
- Hygiene-sensitive items (lip products, mascaras, skin-contact items) once opened.
- Customized or personalized products.
- Final sale or clearance items.
- Gift cards.
We reserve the right to decline an exchange request if the returned item does not meet the above conditions upon inspection.
4. How to Initiate a Return or Exchange
- Email us at getinfo@gracelade.com with your order number, reason for return/exchange, and supporting photos (if applicable).
- Wait for our team to review and approve your request. We aim to respond within 2 business days.
- Once approved, ship the item to our returns address below. We recommend using a trackable shipping method, as we are not responsible for items lost in transit.
- Upon receipt and inspection, we will process your refund or dispatch your exchange item.
5. Returns Address
Please do not send items back without prior approval. Unauthorized returns may not be processed.
Gracelade Returns
1516 S Bon View Ave
Ontario, CA 91761
United States
6. Contact Us
If you have any questions about our Return & Refund Policy, please reach out to us:
Company Name: KINGSWELL S.R.L.
Email: getinfo@gracelade.com
Website: www.gracelade.com