Returns & Exchange Policy

Here at Grace & Willow Boutique we pride ourselves on customer service, from one shopper to another we understand the difficulties that can often occur when shopping online. Therefore we have customised the Returns Policy to ensure your shopping experience is a smooth, effortless and most importantly an enjoyable process.

Before your order is shipped, our staff will personally inspect your item/s and carefully pick and pack your purchase to ensure it leaves and is delivered in its original condition. In the event that your goods are not in a satisfactory condition, upon receiving, please visit our Returns Portal.

We offer a 14 day exchange/store credit period from the date you receive your purchases for any of the following reasons:

  • The size you ordered doesn’t fit
  • The item received is faulty or damaged
  • You received the incorrect style
  • You received the incorrect size
  • We will offer an exchange or store/online credit note for change of mind items if the above criteria is met.

Please feel free to call our boutique on (03)9041-5165 if you have any questions relating to sizing, fit, or fabrication & our friendly staff can advise as best they can. 

In the case that you need to return an item/s please head to our Returns Portal. The expense of postage for all returns will be at the customers own costs. 

Your return will always be approved provided the following:

  • Item/s is returned within the 14 days of receiving.
  • Item/s must be returned with all tags attached and in original condition and packaging.
  • Item/s has not been worn, soiled, washed, altered, or miss-handled in any shape of form.

Upon your return being satisfactory in accordance with our returns guidelines you will be issued either an exchange or store credit which has no expiration date, so you can take your time in choosing an item you love.

*Please note that in a circumstance of item/s being of an exchange, change of mind or simply swapping something over all costs associated with the return postage will be the responsibility of the customer. To organise payment of postage a Grace & Willow customer service representative will be in contact with the appropriate personal. Until your return item/s postage has been paid for, unfortunately your item/s cannot be dispatched upon doing so. Please also note that with all orders over $150 postage costs will occur when having the return sent back.

Hygiene 

Grace & Willow unfortunately do not offer credit notes or exchanges on pierced jewellery, under garments, or swim wear unless the goods are deemed to be faulty by the manufacture. Shoes must be returned unworn and in the original shoe box.

Pre-Orders & Sale Items

Pre-order item/s are a committed order. Once a pre-order item is placed the item cannot be cancelled due to change of mind for a refund. If you do wish to cancel your pre-order item you can exchange the item for something else in stock or you will be issued with a store credit which has no expiry date. Please note that all pre-orders have a ETA stated in the description. In the event that there is unexpected delays to your pre-order and the ETA has been unexpectedly delayed you can choose to wait for your order as per original order and when the pre-order arrives have the item shipped via express as per normal or alternatively cancel your pre-order for a store credit which has no expiry. 

Please choose SALE items carefully. These Sales are final and unless otherwise stated cannot be returned.

Click & Collect Orders

Customers who place orders for collection will receive a "pick up" notification once the order has been packed. Once this notification has been sent, the order has to be picked up within 14 days for the item/s to be eligible for a credit note or exchange. If the order is picked up after the 14 days the item/s may not be accepted as a return or exchange. 

Refunds

Grace & Willow does not issue refunds for change of mind: Refunds will only be authorised in the case the item is faulty and deemed un-repairable by the manufacture and is in accordance with the fair trade practices act.

If your question hasn’t been answered in the above information please contact our boutique via email info@graceandwillow.com or phone our Victorian Head Office (03) 9041-5165