Refund Policy

Grace Sydney

Website: grace-sydney.com

Order Confirmation and Policy Agreement

By placing an order through the Grace Sydney website, you confirm that you have read, understood and agreed to this Return and Refund Policy.

By completing your purchase, you:

Confirm that you have reviewed our return conditions and applicable timeframes.
Agree to follow the return procedure outlined below.
Understand that this policy, together with relevant order, delivery and communication records, may be provided to a payment provider if a payment dispute or chargeback is raised.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

Change-of-Mind Returns

We want you to feel confident shopping with Grace Sydney.

If you are not completely satisfied with your purchase, you may request a change-of-mind return for an eligible item within 30 days of the item being delivered.

To qualify for a change-of-mind return:

The item must be unused, unworn and unwashed.
The item must be in its original condition.
All original tags, labels and packaging must remain attached or included.
The item must not show signs of wear, fragrance, makeup, damage or alteration.
The item must only have been handled to the extent reasonably necessary to inspect or try it on.
You must contact us and receive return authorisation before sending the item.

Unless otherwise stated, the customer is responsible for change-of-mind return postage and any associated shipping costs.

Original shipping charges are not refundable for change-of-mind returns.

Once your return has been received, it will normally be inspected and processed within seven business days. We reserve the right to decline a change-of-mind return if the item does not meet the conditions outlined above.

How to Request a Return

To request a return:

Email us at info@grace-sydney.com within 30 days of delivery.
Include:
- Your full name.
- Your order number.
- The item or items you wish to return.
- The reason for the return.
- Your delivery address.
- Clear photographs if the item is damaged, faulty or incorrect.
Wait for return approval and return instructions before sending the item.

Please do not send an item back without authorisation. Unauthorised returns may be delayed, refused or returned to the sender.

We strongly recommend using a tracked postal service and retaining your lodgement receipt and tracking information until your return has been completed. Grace Sydney is not responsible for change-of-mind returns lost or damaged while being sent to our returns facility.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, materially different from its description or you have received the wrong item, contact us as soon as reasonably possible at info@grace-sydney.com.

Please include:

Your order number.
A clear explanation of the issue.
Clear photographs or a short video showing the item and the problem.
A photograph of the parcel and shipping label where relevant.

Once we have reviewed the information, we will provide instructions and an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include:

A replacement.
A repair, where appropriate.
A refund.
Another remedy agreed with you.

Where an item is confirmed to have a major failure, you may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law.

You will not be required to pay unreasonable return costs for an item confirmed to be faulty, damaged, incorrectly supplied or otherwise covered by the consumer guarantees. Please contact us before returning the item so we can provide the appropriate instructions.

In some cases, returning the item may not be required.

Approved replacements are generally processed within 7–14 business days, subject to product availability.

Lost Orders

If your parcel appears to have been lost in transit, please contact us with your order number and tracking information.

We will review the tracking information and, where appropriate, open an investigation with the relevant postal or courier service.

If the parcel is confirmed as lost, we will arrange an appropriate replacement or refund.

Incorrect Addresses, Refused and Unclaimed Parcels

Customers are responsible for providing complete and accurate delivery information at checkout.

If a parcel is returned because:

An incorrect or incomplete address was supplied.
Delivery was refused.
The parcel was not collected.
The parcel was otherwise unclaimed.

we may deduct the actual return, redelivery and administrative costs from any applicable refund, to the extent permitted by law. These costs may be up to A$35, depending on the circumstances.

Alternatively, you may be asked to pay the applicable shipping charge before the order is sent again.

Please contact us immediately if you notice an error in your delivery address. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Order Cancellations

To request a cancellation, email info@grace-sydney.com as soon as possible.

We will make reasonable efforts to cancel your order before it is processed or dispatched. However, cancellations cannot be guaranteed once processing has begun.

Orders cannot normally be cancelled after they have been dispatched. After delivery, you may request a return in accordance with this policy.

Exchanges

We do not guarantee direct exchanges because product availability may change.

Where an exchange is approved, we may ask you to return the original item and place a new order. Alternatively, we may arrange a replacement directly, depending on availability and the circumstances of the return.

Refund Processing

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. Processing times vary between banks and payment providers, and it may take additional business days for the funds to appear in your account.

We are unable to issue a refund to a different card, account or payment method.

Chargebacks and Payment Disputes

Please contact us first if you experience an issue with your order. We will make reasonable efforts to resolve concerns promptly and fairly.

If a chargeback or payment dispute is raised, we may provide the payment provider with relevant records, including:

Order and payment confirmation.
Acceptance of our published policies.
Shipping and tracking information.
Delivery confirmation.
Customer service correspondence.
Photographs or videos submitted in connection with the order.
Return instructions and return tracking information.

Nothing in this section prevents you from exercising your lawful rights or contacting your bank or payment provider.

Return Facility

Approved returns may need to be sent to our central fulfilment or returns facility, which may be located outside Australia, including in Asia.

The return address will be provided after your return request has been reviewed and approved.

Do not return products to the address shown on the original parcel unless our customer support team specifically instructs you to do so. That address may be a courier processing location and may not be able to accept returns.

For change-of-mind returns:

Return postage is the customer’s responsibility.
Returns are not free unless we expressly state otherwise.
Customs charges, import costs or other expenses associated with an unauthorised return will not be reimbursed.
We are not responsible for delays caused by customs authorities or incorrect customs documentation supplied by the sender.

These conditions do not limit your rights where an item fails to comply with the consumer guarantees under the Australian Consumer Law.

Hygiene-Sensitive Items

For health and hygiene reasons, certain products may not be eligible for change-of-mind returns once opened, worn or used.

This may include underwear, hosiery, swimwear without an intact hygiene seal, earrings and other designated hygiene-sensitive products.

This exclusion does not apply where an item is faulty or where you are otherwise entitled to a remedy under the Australian Consumer Law.

Contact Us

For questions about this Return and Refund Policy, please contact the Grace Sydney customer support team:

Email: info@grace-sydney.com
Website: grace-sydney.com

We are always happy to assist.