Return Policy
Return Policy – Gracie & Lane
At Gracie & Lane, we want you to feel confident in every purchase. If something isn’t quite right, our support team is here to help.
1. 30-Day Returns
We offer a 30-day return period from the day your order is delivered.
To request a return, please contact our support team within 30 days of delivery. Returns must be approved by our team before being sent back.
2. Return Conditions
To be eligible for a return, items must be:
- Unused, unworn, and in their original condition
- Returned with all tags attached
- Returned in their original packaging
Please include your full name, order number, and return approval details inside the parcel.
We reserve the right to refuse returns that do not meet these conditions.
3. How to Request a Return
To start a return, please contact our support team via our contact page or email us at:
Please include:
- Your order number
- The item you would like to return
- The reason for your return
Our team will review your request and guide you through the next steps, including the correct return address.
4. Return Shipping
Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or incorrect.
We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been received and processed.
Original shipping costs, if applicable, are non-refundable.
5. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at:
Please include your order number and clear photos or videos showing the issue.
Once approved, we will arrange the best solution for you, which may include a replacement, refund, or return instructions. If the issue is confirmed to be our error, we will cover the reasonable return postage costs.
6. Cancellations
Orders can only be cancelled before they have been processed or dispatched.
If your order has already been dispatched, we are unable to cancel it. In that case, please wait for the parcel to arrive and then request a return.
Approved cancellations will be refunded to your original payment method. Please allow a few business days for the refund to appear in your account, depending on your bank or payment provider.
7. Exchanges
We currently do not offer direct exchanges.
If you would like a different size, colour, or item, we recommend placing a new order and returning the original item once received.
8. Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow a few business days for the funds to appear in your account. Processing times may vary depending on your bank or payment provider.
9. Parcels Returned to Sender or Not Collected
Please make sure your shipping details are correct before placing your order.
If a parcel is returned to sender because the address provided was incorrect, incomplete, or because the parcel was not collected in time, please contact us as soon as possible.
In some cases, the courier may charge additional fees or the parcel may not be recoverable. We will always do our best to help, but we cannot be responsible for parcels that are returned, lost, or disposed of due to incorrect address details or failure to collect.
If the parcel is successfully returned to our logistics partner, we may be able to arrange a refund or reshipment, depending on the condition of the parcel and any courier costs involved.
10. Refused Deliveries
If you refuse delivery or do not accept your parcel from the courier, the parcel may be marked as refused or returned to sender.
Please note that refused parcels are not always returned safely to our logistics partner. In some cases, they may be delayed, lost, or disposed of by the courier.
If this happens, please contact us and we will investigate the situation with our logistics partner. Refunds or reshipments can only be considered once the parcel status has been confirmed.
11. Lost or Stolen Parcels
If you believe your parcel has been lost or stolen, please contact us at:
We will review your tracking details and liaise with our logistics partner where needed.
Please note that if tracking confirms the parcel was delivered to the address provided at checkout, we may require further investigation before a refund or replacement can be offered.
12. Shipping Delays
While we always aim to deliver your order as quickly as possible, delays may occasionally happen due to courier backlogs, customs checks, busy sale periods, or circumstances outside our control.
If your parcel has not arrived within 30 working days after dispatch, please contact us so we can investigate and help resolve the issue.
13. Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for return if they have been used, worn, washed, damaged, or returned without their original packaging or tags.
If you are unsure whether your item is eligible for return, please contact our support team before sending it back.
14. Need Help?
Our support team is always happy to help.
For any questions about returns, refunds, exchanges, or delivery issues, please contact us at:
We aim to reply within 1–2 working days.