Refund policy

Returns & Exchanges

We offer a full refund or exchange. For pre-loved items we require the items back to us within 7 days of purchase due to these items being resale and the seller already being paid for the sale. For all other items we require them back within the 14 days of purchase. Please send the goods back unworn with the tags still on in the original packaging. If you have any queries, please contact us info@rafandgrace.com.

We’ll email as soon as your exchange or refund has been has been processed.

 

FAQS

If you have a question that doesn't appear on here, please email info@rafandgrace.com and we'll get back to you as soon as possible

 

Returns

Q: What is your returns address?

Raf & Grace Returns

Heritage House 

Cossall Industrial Estate 

Ikeston

DE7 5UD

 

Q: How long do I have to return my item?

We offer a 14 day returns policy for all unworn items returned in good condition.

Please send your item(s) to our returns address, filling in as much information as possible to tell us clearly what you would like us to process. You don’t have to get in touch with us first, just give us as much information as possible so that we can swiftly refund your item without needing to contact you and slow the process down. If you no longer have the dispatch note, please include a note of your: name, order number, and that you would like a refund. 

Q: How can I get my item(s) exchanged?

Please send your item(s) to our returns address, filling in as much information as possible to tell us clearly which item(s) and size(s) you would like to have as an exchange. We will then swiftly exchange for any other item(s) (stock permitting). You don’t have to get in touch with us first, just give us as much information as possible so that we can swiftly exchange your item without needing to contact you and slow the process down. 

Q: How long will it take to process my return?

Once your item has arrived at our warehouse, your exchange or refund will usually be processed within 7 days. Please bear with us during Christmas and other busy periods, as it may take slightly longer.

Q: How long will it take for the money from my refund to be credited to me?

Your refund will usually be processed within 7 days of receiving your return. The length of time it takes to credit your account depends on the refund method, so please refer to your card issuer or PayPal’s terms for further information.

Q: What should I do if I was sent an incorrect item?

From time to time mistakes can happen, but we do our best to sort them out quickly. If you have been sent an incorrect item then please email our Customer services Team, including your order number: info@rafandgrace.com

Q: What if my item is faulty?

Please contact our Customer Service Team, before sending it back to us, including your order number, and they will advise you on how to proceed: info@rafandgrace.com

Q: I am returning an item from outside the UK, should I do this?

If you are returning item(s) from outside the UK please make sure that you include “Returns Department” in the address and declare the goods as returns to the postal company. Doing this will make sure that your return isn’t delayed at UK customs

 

Order Amendments or Cancellations

Q: How can I cancel or amend my order before dispatch?

If you wish to cancel or amend an order, please contact our Customer Service Team, including your order number to info@rafandgrace.com  Please do this as soon as possible so that we have the best chance of catching your order before it is shipped. We can’t guarantee that it will be possible to cancel/amend all orders in time, in which case, please see the Returns FAQs.

 

Contact

Q: How can I contact you if I need assistance?

If your questions weren’t answered by our FAQs, please contact us via email info@rafandgrace.com stating your order number (if you have already placed an order) and your name, we will aim to help you within 24 hours Monday - Friday. We do not offer customer service on the weekend because we’re a small business and this is time off to spend with our families, but we’ll get back to your question on Monday.

 

Your Legal Cancellation Rights

Right to Cancel

You have the right to cancel this contract within 28 days without giving any reason.
The cancellation period will expire after 28 days from the day “on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods”.

To exercise the right to cancel you must inform us, Raf & Grace info@rafandgrace.com of your decision to cancel this contract by a clear statement (e.g. email).

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of Cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:

1. a) 28 days after the day you provide evidence that you have returned the goods, or
   b) (if earlier) 28 days after the day you provide evidence that you have returned the goods, or
   c)If there were no goods supplied, 28 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction; you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to Raf & Grace without undue delay and in any event not later than 28 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 28 days has expired.

You will have to bear the direct cost of returning the goods.