Return policy
Returns & Exchange Policy – Grace & Sophia London
At Grace & Sophia, we are committed to delivering exceptional quality products. Our returns policy is designed to be fair and customer-friendly. Every return request is handled individually with the goal of ensuring your satisfaction.
📦 Return Procedure (Within 30 Days)
You have 30 days from the date of purchase to return eligible items.
1. Submitting a Return Request
To initiate a return, please email our customer support team:
Include the following information:
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Order number
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Item name
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Reason for return
Our team will then provide you with detailed return instructions.
Return Address
Please send your return to our processing facility in China:
Recipient: Liu Changxing
Address: No. 2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express, No. 409, Suxi, Yiwu Town
Province/State: Zhejiang
Postcode: 310000
Country: China
Processing & Refunds
Once your return arrives at our warehouse, processing typically takes 7–10 business days.
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Refunds will be issued via the original payment method
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Original shipping fees (including express or international shipping) are non-refundable
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Only the value of the returned items will be refunded
✅ Return Conditions
To qualify for a return:
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Items must be unworn, unused and unwashed
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Items must be in their original sealed packaging
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Items showing signs of wear or damage may be refused
💰 Return Costs & Handling
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Return shipping costs are the customer’s responsibility
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Estimated tracked return costs start from approximately £14.95, depending on the courier
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A return handling fee may apply. If this cannot be paid directly during the return process, a voucher will be issued and the fee deducted from your refund
🔄 Exchanges
We are happy to assist with exchanges.
Due to the cost and time involved in returning items to our China-based warehouse, our customer service team may offer a direct replacement instead of requiring a return first.
This method is more environmentally conscious and reduces packaging waste and shipping emissions.
Please allow up to 12 days for your replacement item to arrive.
🚫 Non-Returnable Items
The following items are not eligible for a refund:
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Items purchased using discount codes or automatic promotions
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Items marked as Anniversary Sale (e.g. over 40% discount or clearance items)
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Bundle orders: All items in a bundle must be returned together. Individual items cannot be returned separately
- Items that have not been physically received yet. You can not cancel or return an order when not received yet.
Need an exchange instead?
Even where refunds are excluded, we may still offer an exchange.
💻 Self-Service Returns Portal
Where available, you may use our self-service returns portal:
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Enter your order number and postcode
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Select your reason for return and choose refund or exchange
Once approved:
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You will receive a link to pay return shipping costs
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A return label will be sent by email
International returns:
We cannot provide a prepaid label. Items must be shipped to the return address using DDP (Delivered Duty Paid).
Note: Paid return fees are non-refundable unless the return is due to a damaged or incorrect item.
🛑 Customs & Delays
If your return is delayed at customs due to paperwork or clearance procedures, Grace & Sophia cannot issue compensation until the item has been received and cleared.