Return Policy

Not satisfied with your order?

We’d love to know how we can improve!

You may return your order within 30 days of receiving it, unused, or send us a photo via email showing that the product is defective. We will verify the image and, in most cases, we can resolve the issue without requiring a return. We guarantee that your money will be refunded to your account within 5 business days after your order is received or a photo is confirmed by our customer service team.

Important: Beauty products and items purchased during sales or with other discounts cannot be returned.

Returns by Mail

You have up to 30 days to exchange a product for a different size/color or request a refund if it is delivered to a parcel center near you after you have received your order.

CONTACT US (WEBSITE EMAIL)

Please contact us via email first to receive the return address. Since we have multiple distribution centers, we need to determine from which center your package was shipped based on the reason for the return.
INCLUDE THE PACKING SLIP

Securely package the product in its original packaging and include your order number. As the sender, you are responsible for the return shipping cost. Always ask DHL for a tracking code when returning the package. After you have sent the package, contact us via support@graceandjax.com to request a refund or a different size/color.

Note: Our headquarters is located abroad. Please be aware that your return must be sent to our supplier, as they handle the order fulfillment on our behalf.

SHIPPING

Pack the item in the same way as you received it from us.

Go to your nearest parcel center (post office or pickup shop) and return your package.

As mentioned above, please contact us via email and we will send you the return address in China so you can take the necessary steps.

Once the product arrives at our warehouse, the size/color will be adjusted as quickly as possible, or a refund will be processed.

(Again: For returns, please contact us via email first to ensure proper handling.)

Cancellations

If you wish to cancel an order, please contact us immediately at support@graceandjax.com. If you cancel your purchase within 15 minutes, we can issue an unconditional refund. Otherwise, the goods must be returned to us as soon as they arrive at your location.

Shipping Costs

It is the customer’s responsibility to pay for any shipping costs when returning a product. These costs are non-refundable. If you receive a refund for your purchase, shipping costs will be deducted unless already paid by you.

The time it takes to receive your exchanged product depends largely on your location.

We always recommend using a trackable shipping service or purchasing shipping insurance!

Please note: Items such as underwear, lingerie, tights, hair products, creams, etc., are not covered by Grace & Jax New York return policy for hygienic reasons. These items cannot be returned and will not be accepted.

Rejected or Uncollected Packages

For all rejected packages or packages that are not collected at the pickup point, we deduct these costs from the refund. We are a small business and cannot cover these expenses. In some cases, we can offer to resend the package for a small fee, which varies from case to case. If the customer no longer wishes to receive the order after refusal or non-collection, we can only refund 60% of the paid amount and retain 40% due to the costs we incurred (product and shipping costs). We kindly ask for your understanding. Depending on the situation, additional administrative fees may apply. These possible extra costs amount to 5.99 usd