Refund policy
Returns, Exchanges & Refunds
We want you to love your purchase but understand that with online shopping it can sometimes be difficult to choose exactly what you are wanting. If you change your mind, select the wrong size or decide an item isn't quite right, you may return eligible items in accordance with our Change-of-Mind Returns Policy below.
If your purchase arrives damaged, incorrect or faulty, please refer to our Damaged/Faulty Items section below.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under applicable consumer laws, including the Australian Consumer Law and, where applicable, the New Zealand Consumer Guarantees Act.
Change-of-Mind Returns
You may return an eligible purchase within 30 days of receiving it for an exchange or refund. Return postage costs for change-of-mind, sizing or preference returns are your responsibility.
To be eligible for a change-of-mind return, items must be:
- Unused
- Unworn
- Unwashed (where applicable)
- In their original packaging
- With all tags attached
Original shipping fees are non-refundable for change-of-mind returns.
To arrange a return, please contact us via the contact page on our website or email us at admin@thegracecollectionaustralia.com.
Approved refunds will be returned to the original payment method used for the purchase.
The following items are not eligible for a change-of-mind exchange or refund:
- Items marked as Clearance or Clearance Sale
- Earrings
- Cosmetics
- Beauty Products
These exclusions do not affect any rights you may have in relation to faulty, damaged, incorrectly supplied or otherwise non-compliant goods under applicable consumer law.
Exchanges
You are welcome to visit our physical store with eligible item(s) you wish to exchange and we will happily process the exchange.
Alternatively, for online purchases you may place a new order for the replacement item and return the original item to us in accordance with our Change-of-Mind Returns Policy. Once the returned item has been received and approved, we will issue a refund for the original item.
For international orders, including New Zealand orders, we do not process direct exchanges by post. Please place a new order for the replacement item and return the original item to us in accordance with this policy. Return postage is the customer's responsibility for change-of-mind, sizing or preference returns.
Damaged, Incorrect or Faulty Items
If your purchase arrives damaged, incorrect or is believed to be faulty, please contact us as soon as possible at admin@thegracecollectionaustralia.com and provide details of the issue, including photos where appropriate.
We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a repair, replacement or refund.
Where an item is confirmed to be faulty, damaged on arrival or incorrectly supplied by us, we will cover or reimburse reasonable return costs where required. For items that are large, heavy or difficult to return, please contact us before arranging return transport so that appropriate arrangements can be made.
Nothing in this policy limits your rights under applicable consumer law.
