1. What is your refund/exchange policy?
Due to our limited and exclusive launches, ALL SALES ARE FINAL. Size details, garment care, mug care are shown in the photos of every listing prior to purchase. Additionally, returns are not accepted for custom and digital items due to the nature of the product.
Alternatively, if there was an issue with your order due to mishandling during shipping or if you were accidentally shipped the wrong item, please contact us. Please note that you will be asked to provide pictures of the items received.
2. My order arrived damaged/incorrect.
Oh my gosh! We are so sorry! You can guarantee that I am just as upset as you are! Rest easy, because we promise to make it right for you as soon as humanly possible! We try our best to make sure items arrive correctly and safely, but sometimes mistakes happen in packaging. What can I say? We're human.
Please contact us at firstname.lastname@example.org so that we can discuss what to do next.
To begin the replacement process on damaged/defective items, shoot us an email within 3 days of receiving your order to email@example.com with your order number as the subject. Attach some quick phone photos of the damage (for our own quality control efforts) and your best description of the damage and if the box/packaging materials were damaged. (If the box was damaged, this would be especially helpful to have a photo and/or description of as well, so that we can address it with the shipper).
We'll get back to you as soon as we're able with next steps and information and how we'll proceed.
Grace Collective, LLC. reserves the right to refuse your damage report pending the photos received.
3. How long does shipping take?
Shipping time for First Class Mail is 2-5 business days, Priority Mail is 1-3 business days, and Priority Express is 1-2 business days.
4. My package has been shipped but I put the wrong address, what can I do?
Oh no! I've done that before too. Unfortunately, once an item is marked shipped and leaves our hands, that means the label for the address input at checkout has been purchased already and is on its way to the post office, and we’re not able to recover it.
The next step you can take is to contact your local post office or visit their website to see if a package intercept is possible. Take your tracking number located on your receipt you were emailed after purchase and contact the USPS immediately. Please keep in mind that we are not affiliated with the USPS in any way and can find out no more information for you than what is shown on your tracking information.
5. Help! My item is delayed! Maybe even lost!
Gosh, I am so sorry! I understand how frustrating that can be. Once the item has been processed and leaves our hands, it is at the mercy of the mail carrier. Please remember that weather and certain holidays can affect the status of your order.
We would suggest contacting USPS with the tracking label on your receipt so that they can help rectify the situation if necessary. We are not responsible for contacting USPS regarding your order.
Understand that I will issue a refund (not a replacement because we cannot guarantee stock of an item) only after the tracking hasn’t been updated for 21 days straight or if your item is not received within 30 business days of it marked shipped, whichever comes first.
6. My package was marked as delivered or maybe even stolen!
Ultimately, I am unfortunately not responsible for mail that has been marked as delivered but may be lost or has been stolen. I cannot refund or replace items that have been marked as delivered by the mail carrier. You would have to rectify this with the mail carrier.
Alternatively, if this is a concern of yours and/or has happened to you in the past please upgrade your shipping to include insurance on your order in the future.
1. Do you do collaborations with other brands?
Yes, I do! I get a high number of collaboration requests. Unfortunately, it's impossible for us to accept every collaboration request that we receive. Please contact me at firstname.lastname@example.org with your idea. If we make a good fit, I'll be in contact as soon as possible.
2. I'm interested in being a Brand Rep for your shop. What do I need to do?
We announce Brand Rep Opportunites on Instagram. There is an application process. Please follow along on Instagram here and subscribe to notifications for posts and stories when applications open.